Program Intake 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.

The Program Intake Representative (PIR) determine customer eligibility for Seattle City Light’s (SCL) Emergency Bill Assistance program and apply associated credits to the customer's account. The PIR takes incoming customer calls, receives customer's applications by mail, email, ELOQUA and the UAP system. They work directly with customers, Community Based Organizations, and employees from SPU's and HSD's Affordability programs. PIR also attends community events to represent/promote the EBA program. This allows SCL to connect with customers, answer questions about the program and assist in the application process. This position will report to the Credit & Collections Supervisor.

Job Responsibilities

Here Is More About What You’ll Be Doing

• Answer incoming calls while completing data entry and reviewing customer accounts in multiple databases.
• Interview prospective clients, evaluate their needs, and determine eligibility for financial assistance programs by reviewing household income information.
• Identify the specific information that is needed for customers to apply for the Emergency Bill Assistance and Project Share programs.
• Make outbound calls as needed.
• Respond to emails in the Emergency Bill Assistance (EBA) inbox regarding applications.
• Use conflict management skills when working with difficult and sometimes hostile customers to listen, defuse and resolve customer issues.
• Assist customers with information and referrals to affordable services available through other agencies.
• Attend community events to represent the City of Seattle Emergency Bill Assistance program.
• Attend, participate in meetings that pertain to PIR/EBA scope.
• Perform other related duties as assigned.
  
  

Qualifications

Required Qualifications:

Skills

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:

Two years of experience interviewing families for the purpose of determining eligibility for programs, and completing program enrollment, preferably in a utility setting (or a combination of education and/or training and/or experience which provides an equivalent background required to perform the work).

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

• Creative problem-solver who demonstrates initiative and is a team player.
• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of customers, colleagues, community partners, and other city agencies.
• Excellent skills in organization and time management.
• Ability to multi-task, set priorities and manage time effectively.
• Ability to interpret eligibility standards for various programs.
• Knowledgeable in the use of CCB, UAP-A, Microsoft Excel, Outlook, SharePoint, PowerPoint and Word.
• Experience working in a customer contact center.
• Experience speaking multiple languages are a plus.
  
  

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.

Emergency Response Commitment

Seattle City Light is committed to reliable service during emergencies. Through our Emergency Response Program, each employee is assigned a role—usually aligned with their regular duties—to support emergency operations. Your participation is vital to helping the utility stay prepared and serve our community when it matters most.

Additional Information

The full salary range for this position is $37.96 to $44.21 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.
• Incomplete applications will not be considered*
  
  

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 14.17and 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: https://www.seattle.gov/city-light/about-us/careers.