Customer Service Representative (Term-Limited Temporary)

Position Description

Seattle City Light, a department of the City of Seattle, is one of the nation’s largest municipally owned utilities in terms of the number of customers served. Over the years we have worked very hard to keep Seattle's electricity affordable, reliable, and environmentally sound. Today, City Light is a recognized national leader in energy efficiency and environmental stewardship.

We are hiring 2 Customer Service Representatives (Term Limited Temporary) positions to work for 2 years. The Customer Service Representative (CSR) performs a variety of tasks. The main task is to remotely disconnect/reconnect customer's power due to delinquent accounts. Takes incoming customer's calls regarding disconnects/reconnections, set up payment plans, transfer balances from customer's closed account to new account in territory, sends inactive account between $100 and $9,999 to PMT, and research inactive accounts over $10,000 for law referral. This position will report to the Credit & Collections Supervisor.

Job Responsibilities

• Provide excellent customer service in a contact center environment.
• Responds to billing questions and complaints; explains billing process, rate structure, and consumption patterns to utility customers; answers customer questions regarding individual bills; refers customer service complaints to appropriate personnel for correction and/or follow-up actions.
• Updates and maintains accurate account information in the computerized customer billing system by putting in changes, such as name and address changes, and billing adjustments such as adding/removing fees associated with power disconnections.
• Assists customers with questions regarding special utility programs, services, and payment plans, in accordance with established guidelines and procedures. Explains policies and procedures to utility customers.
• Explains special billing and service programs to customers, e.g., Budget Billing, low-income utility assistance; determines probability of eligibility based on specific written guidelines; refers customers to appropriate office/agency.
• Performs remote electric disconnects and reconnects.
• Performs other related duties of a comparable level/type as assigned.
  
  

Qualifications

Required Qualifications: In addition to the skills and experience mentioned below, a successful applicant will have experience that reflects a commitment to creating fair and equitable outcomes and has:

Requires a minimum of one year of clerical and/or experience in a billing process (or a combination of education and/or training and/or experience which provides an equivalent background required to perform the work of the class).

Desired Qualifications - You will be successful if you have the following experience, skills, and abilities:

• One or more years of direct public contact experience in a billing process and/or customer service role of explaining, negotiating, and handling difficult billing, accounting, and customer service issues.
• One or more years of outbound collection experience.
• Computer Skills, Excel, Word, Outlook.
• Ability to work in a team environment.
• Ability to effectively diffuse upset customers.
• Ability to assimilate and follow processes and procedures.
• Excellent verbal and written communication skills.
  
  

Please note this job advertisement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Additional Information

The full salary range for this position is $32.31 to $36.17 per hour.

Application Process

Please Submit The Following With Your Online Application

• A cover letter in which you clearly describe how your knowledge, experience, skills, and abilities prepare you for the job responsibilities and qualifications outlined in the job announcement
• A current resume of your educational and professional work experience.
  
  

Who May Apply: This position is open to all candidates that meet the qualifications. Seattle City Light values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity. Seattle City Light encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQIA , people with disabilities, veterans, and those with diverse life experiences.

Job offers are contingent on the verification of credentials and other information required by the employment process, including the completion of a background check. The background check will involve a criminal history check, which includes conviction and arrest records in compliance with the Seattle’s Fair Chance Employment Ordinance, SMC 14.17 and the City of Seattle Personnel Rule 10.3. A driving history review may be conducted in compliance with SMC 4.79.020. Applicants will be provided an opportunity to explain or correct background information.

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. More information about employee benefits is available on the City's website at: https://www.seattle.gov/human-resources/benefits/employees-and-covered-family-members/most-employees-plans.

Want to know more about Seattle City Light? Check out our web page: http://www.seattle.gov/light/.