Customer Service Representative - II

Job Summary

This position serves as a key point of contact for customers, providing high-quality service through in-person, phone, and email interactions in a fast-paced, dynamic environment. Responsibilities include providing exceptional customer service, managing customer accounts, processing payments, supporting utility billing operations, and assisting with meter reading coordination and data review. The Customer Service Representative interacts with a diverse range of customers, as well as staff across all levels of the organization, requiring strong communication and interpersonal skills. This position exercises sound judgment and organizational skills to prioritize and complete work independently, while collaborating with and receiving guidance from senior Customer Service staff as needed.

Reporting To: Administrative Services Director
Department: Customer Service / Administrative
Schedule: Monday – Thursday 6:30 am – 5:00 PM

Requirements Include:

• High school graduate or GED Equivalent
• Three years of closely related work experience
• Must possess a valid Washington State driver's license.
• Ability to drive company vehicles in a safe and responsible manner.
• Must have strong verbal and written communication skills.
• Excellent problem-solving capability and ability to work well in a changing environment.

Responsibilities include, but are not limited to:

• Serve as the primary point of contact for customers and the general public, delivering high-quality service related to water, wastewater, and telecommunications utilities.
• Establish, maintain, and close customer accounts, including processing account adjustments and utility billing.
• Initiate and process service requests, including connections, disconnections, and service changes.
• Routine accounting work processing the receipt of customer payments via mail, in person and online, and the posting of cash receipts utilizing utility software.
• Accurately document all customer interactions and transactions in the utility billing system while maintaining strict confidentiality.
• Comprehension and ability to perform most tasks within Customer Service adequately with limited assistance from others.
• Takes directions from supervisor and CSR III employees.
• Complete work and projects in a thorough and timely manner with strong accuracy and attention to detail.
• Intermediate-level proficiency with Microsoft Office Outlook, Word, and Excel.
• Applies strong reading and written/verbal/e-mail communications skills.
• Accuracy and attention to detail in all work areas involving cash receipts and monetary transactions.
• Basic clerical work includes typing, filing and organizing, record keeping, basic mathematics and accounting techniques.
• Proficient use of 10-key by touch.
• Works in a team environment.
• Works effectively under pressure and with frequent interruptions.
• Regular, reliable, and punctual attendance with a professional manner.
• Performs other work-related tasks, as assigned.
• Working conditions include primarily working in an office environment with occasional work from home when appropriate. Occasional lifting and moving (up to 25 pounds). Frequently sitting for extended periods. May be occasionally exposed to moderate noise levels.

Excellent benefit package including the following:

• Medical, Vision, Basic Life and Dental Insurance - KPUD pays 100% of premiums for employee and dependents.
• Optional Employee Paid Supplemental Coverage: Long-Term Disability and additional Life insurance.
• Washington State Retirement Plan Pension options: PERS 2 or 3.
• Washington State Deferred Compensation (DCP) Pre Tax and ROTH options - KPUD Matches up to $3,336.00 annually.
• KPUD funded HRA VEBA Account.
• 10 Paid Federal Holidays.
• Paid Time Off starting at an accrual rate of 7.33 hours per pay period (176hrs per year).
• Employee Assistance Program (EAP) for employees and their families.

Job Type: Full-time

Pay: $31.12 - $36.56 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

License/Certification:

• Driver's License (Required)

Work Location: In person

Salary : $3,336