Term Limited Temporary (TLT) Development Services Office (DSO) Utility Service Specialist

City of Seattle•Seattle, WA

9d•$42 - $49•Hybrid

About The Position

Seattle Public Utilities (SPU) has an exciting opportunity for a Term Limited Temporary (TLT) Utility Service Representative (USR) within the Development Services Office (DSO). Part of SPU’s Project Delivery and Engineering Branch (PDEB), the DSO assists private developers with connecting to SPU’s water, drainage and wastewater service infrastructure while adhering to SPU standards and governing codes. The Utility Service Specialist is often customers’ first contact with SPU. Reporting to the Division Systems & Services Manager, the successful candidate will assist customers and work with other DSO teams and SPU Divisions to facilitate a range of water, drainage and wastewater services, such as water taps sales, hydrant permit application processing and issuance, hydrant flow tests, plan review, invoicing, water main extension and water system improvements for homeowners and developers through all phases of the project lifecycle. The ideal candidate is adaptable, a “team player” and passionate about learning, problem solving, providing excellent customer service and being an integral part of the growth of Seattle within SPU’s direct water service area. This temporary assignment is fully benefitted and expected to last up to 35 months. About Seattle Public Utilities: Seattle Public Utilities (SPU) is a community-centered utility that delivers vital services to Seattle residents and businesses including drinking water, drainage and wastewater, and garbage/recycling/compost. SPU also provides drinking water for 1.6 million customers in the region. SPU’s work includes system maintenance and improvements and keeping Seattle clean. Over 1,400 SPU employees work with our community to provide affordable and equitable stewardship of our water and waste resources for future generations. For more information about Seattle Public Utilities (SPU), checkout the following: SPU Website SPU Workplace Expectations Strategic Business Plan SPU commits to Our City Values and Race and Social Justice as core principles that guide our work. We actively take steps to dismantle systemic racism and increase service equity. We value diverse life experiences and strive to create a workplace that is welcoming to all. We take steps to be inclusive and equitable in our recruiting, hiring and promotional opportunities.

Requirements

Two (2) years utility infrastructure, customer service, public relations, or other work with significant contact with the public was a significant factor.
Two (2) years of college course in utilities infrastructure, business administration, urban planning, or related field may substitute for a maximum of one year of the required experience.
Current Washington State Driver's License to conduct periodic field visits to residences, businesses, new development projects and job site locations.
Dedication to providing excellent customer service, with two (2) or more years of direct customer contact experience in person, over the telephone or via email.
Proven ability to communicate clearly, concisely, and professionally and work effectively within a multi-cultural workforce serving a diverse customer base.
Experience working accurately and efficiently in a fast paced, team environment, demonstrating a strong ability to build and maintain effective working relationships across different departments and workgroups.
Experience working with billing and accounting systems and effectively navigating and resolving complex customer service issues.
Data entry experience with updating customer information and records.
Proven history of good attendance and punctuality.
Experience conducting site visits, reading site plans and maps, and driving to job sites.
Experience working as part of a team in environments with high work volumes and rapidly shifting priorities.
Ability to work within the organizational framework of SPU Workplace Expectations including our values on Safety, Respect, Diversity, Trust, Humor, Productivity, Integrity, Innovation, Partnership and Accountability.

Responsibilities

Manage the DSO’s customer e-mail inbox and respond to customers’ inquiries over the phone and email.
Elevate inquiries with specialists when necessary.
Create and issue accurate customer invoices for water service sales.
Access utility infrastructure information, including hydrant flow data, in SPU’s Geographic Information System (Utiliview).
Communicate regularly with the supervisor on service issues and document customer complaints and escalations.
Support the hydrant permit program by issuing invoices and permits, calculating water usage bills, writing service requests, coordinating hydrant meter rentals and returns with the meter shop, tracking permit expirations and reporting on hydrant permit KPIs.
Facilitate new development project intake including creating new projects within the project management system, assisting customers with required project documentation, and answering general development related questions.
Support requests for hydrant flow tests by setting up projects, issuing invoices, creating service requests, and sending final results to the customer.
Assist with billing system account setup and resolve discrepancies in billing accounts, including crossed water meters.
Collect field intelligence related to new development projects and support the system improvement determination process.
Visit project sites to collect utility information related to new development projects.
Assist engineers and specialists in developing and supporting the issuance of water availability certificates.