Utility Services Representative

City of Seattle, WA•Seattle, WA

46d•$40 - $47•Hybrid

About The Position

Seattle Public Utilities (SPU) has an exciting opportunity for a Utility Service Representative (USR) within the Utility Accounts Division. USRs are often customers' first contact with SPU as they answer incoming calls from residential, industrial, and commercial customers concerning delinquent accounts, high bills, leak adjustments, bankruptcies, and complex billing issues). This position reports to the Utility Service Representative Supervisor. 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 1.5 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. 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 of utility, utility sales, public relations or other work in which contact with the public was a significant factor
Two (2) years of college coursework in utilities infrastructure, business administration, or related field may substitute for a maximum of one year of the required experience.
Current Washington State driver's license.

Nice To Haves

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 multicultural workforce serving a diverse customer base
Experience working with Customer Billing and Accounting Systems like Microsoft Customer Service and Care (MSCS), Customer Care and Billing (CCB), or comparable application and effectively navigating and resolving complex customer service issues
Ability to adapt and utilize new and existing software and technologies to perform work, including Microsoft Excel, Word, Adobe, smartphones, electronic work management systems, geographic information systems, and related hardware and software
Data entry experience with updating customer information and records
Proven history of good attendance and punctuality
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

Provide excellent customer service in writing, over the phone, and in person
Respond to customer inquiries regarding utility rates, fees and charges
Assist customers with utility bill assistance information.
Resolve complex billing issues including high consumption, disputes, and leak adjustments
Research and correct account errors in Customer Care and Billing (CCB) and Meter Data Management (MDM) systems to ensure billing accuracy
Coordinate with other utility work groups to address account-level questions
Investigate delinquent accounts and collect revenue owed to the utility
Negotiate and facilitate payment plans and arrangements to prevent service interruptions
Conduct field visits to deliver notices, perform water shutoffs and restorations, and check for illegal connections
Create and coordinate field activities including service line inspections, meter reads, and restoration requests for the Utility Service Team
Update and maintain accurate customer records reflecting conversations, requests, and account activities in utility systems
Interpret and apply laws, codes, policies, and regulations related to service interruptions, collection activities, EAP, and leak adjustments

Benefits

Hybrid work schedule opportunities.
Family-friendly and multicultural work environment
Generous benefits package
Free public transportation options
City pension plan with employer/employee contributions
Growth potential and advancement opportunities
The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume