Utility Services Representative

Position Description

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.

For more information about Seattle Public Utilities (SPU), checkout the:

• 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.

Why join us?

We Know Work Isn't Only About What You Do It’s Also About Who You Work For And With! SPU Provides a Fun And Family-friendly Work Environment That Supports a Work Life Balance, Including:

• 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
  
  

Job Responsibilities

Customer Service & Communication

• 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.
  
  

Billing & Account Resolution

• 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
  
  

Collections & Payment Arrangements

• Investigate delinquent accounts and collect revenue owed to the utility
• Negotiate and facilitate payment plans and arrangements to prevent service interruptions
  
  

Field Operations

• 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
  
  

Documentation & Record Management

• Update and maintain accurate customer records reflecting conversations, requests, and account activities in utility systems
  
  

Regulatory Compliance

• Interpret and apply laws, codes, policies, and regulations related to service interruptions, collection activities, EAP, and leak adjustments
  
  

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.

Qualifications

Experience: Two (2) years of utility, utility sales, public relations or other work in which contact with the public was a significant factor

Education: 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.

Work Environment/Physical Demands:

• The majority of the work of this class is performed in the field, and frequently outdoors in all weather conditions, on construction sites and in adverse terrain.
• Work is occasionally performed near high voltage equipment.
  
  

License, Certification and Other Requirements:

• Current Washington State driver's license.
  
  

Work Environment/Physical Demands:

• Work is split between field and office work/teleworking.
• Work performed in the field is in all weather conditions.
• This position will be required to conduct regular periodic field visits to residences and business.
• Work independently in potentially hazardous environments such as near high voltage equipment, construction areas, dark basements, remote areas or industrial compounds.
• Expected to be able to bend, kneel/squat and dig out meter boxes to be able to expose and shutoff/turn on and lock the meter.
• Able to lift up to 50 pounds.
  
  

The Ideal Candidate Should Possess:

• 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
  
  

Additional Information

The full salary range for this position is 40.44 - $47.08 per hour.

Application Requirement(s):

• A complete NEOGOV/Government Jobs on-line application
• Attached Resume & Cover Letter describing your skills and experience in relation to this position.
• Supplemental Questions Responses
• You must include both a resume and cover letter. If you do not submit these documents, your application will not be considered. Please ensure that BOTH documents have successfully been uploaded before submitting your application. *
  
  

Pre-Employment/Pre-Placement Requirements:

• This hiring process involves a background check of conviction and arrest records in compliance with Seattle’s Fair Chance Employment Ordinance, SMC 14.17. Applicants will be provided with an opportunity to explain or correct background information.
• SPU’s safety program requires a pre-employment physical as a condition of employment in this position.
• If you are selected to advance in this hiring process, you may be asked to acquire a Full Washington Driver Abstract from the Department of Licensing. Please do not provide until requested.
  
  

Benefits: 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

Who may apply: The City of Seattle encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with diverse life experience. This position is open to all qualified candidates that meet the minimum qualifications. The City of Seattle 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.

If you have any questions, please contact Erika Monroe at Erika.monroe@seattle.gov

Learn more about Seattle Public Utilities at our web page www.seattle.gov/util/