Customer Service Representative

Position Description

The City of Tacoma and Tacoma Public Utilities (TPU) are seeking individuals who are interested in a customer service career that supports essential public services. Successful candidates listen actively to understand customer needs, communicate clearly with City of Tacoma citizens and TPU rate payers, and work to resolve customer questions and concerns accurately. If you value ensuring accuracy in your work, equity and providing helpful service in a customer-focused environment, we are looking for you!

This is the first level in the customer service series. People in this job typically perform first line customer service in person, by telephone, and through email, forms and other electronic channels; may work in a call center and/or at a front-line service counter environment, participate in training and rotation in order to learn a wide range of customer service tasks and gain proficiency in assigned areas. There are promotional opportunities to Technical and Lead positions as employees develop skills and experience.

These duties are representative of the work performed. Other related duties may be assigned:

• Responding to customer inquiries related to billing, service establishment, account maintenance, and assistance programs in accordance with established policies and procedures.
• Completing and processing billing according to established procedures, check balances, correct billing errors and adjust as necessary to assure accuracy?
• Providing information and direction to appropriate departments and resources?
• Interpreting, explaining and accurately recording data in customer information systems; processing payment and/or applications for payment of bills and/or licenses
• Accurately calculating and recording transactions in the appropriate amounts, balance and maintain records relating to monies received and disbursed?
• Documenting account activity, actions taken, and customer interactions accurately and thoroughly.

• Establishing, transferring and discontinuing utility services in accordance with policy and regulatory requirements.
• Discussing available assistance programs and payment options with customers experiencing financial hardship.
• Setting up payment plans in accordance with policy and eligibility requirements.
• Navigating multiple computer systems, including customer information systems, billing platforms and knowledge resources.

Qualifications

Required Qualifications:

• Graduation from high school or equivalent;
• 1 year of customer service experience in a customer service counter or call center for a business or agency;
• Experience interpreting, applying and explaining regulations, rates and codes.

• Demonstrated ability to use a computer to enter and retrieve information.
• Ability to communicate effectively verbally and in writing.

Knowledge & Skills

• Maintain a positive environment, working with co-workers and customers within a diverse culture
• Effective verbal and written communication with customers across diverse backgrounds
• Excellent telephone manner and listening skills
• Ability to maintain professionalism when handling difficult or emotionally charged interactions
• Ability to thrive in a collaborative setting
• Excellent attention to detail and ability to manage multiple tasks and systems while maintaining accuracy
• Self-motivation to work under own initiative
• Basic customer service principles and practices
• Office practices and procedures
• Government structure and process
• Office technologies
• Appropriate language usage
• Operation of computers and office equipment
• Perform basic mathematical calculations
• Customer accounting and collection operations
• Interpret, apply and explain codes, rules, regulations, policies and procedures
• Effective verbal and written communication
• Planning and organizing work
• Analyzing situations to develop a course of action
• Interacting respectfully and sensitively with individuals and groups to develop productive relationships and provide customer service
• Calculate bills, compute differences and explain complicated rate schedules
• Perform multiple tasks simultaneously, effectively, and efficiently
• Follow written and verbal directions
• Establish and maintain effective working relationships

Selection Process & Supplemental Information

City of Tacoma Commitment to Diversity and Inclusion
Tacoma's diversity is its greatest asset. Tacoma embraces its multi-cultural and multi-ethnic character. Communities of color and immigrant communities are fundamental to Tacoma's entrepreneurial spirit, workforce, and long-term success. In Tacoma, equity and empowerment are top priorities, meaning that all Tacoma residents must have equitable opportunities to reach their full potential and share in the benefits of community progress. One of our goals is for the City of Tacoma workforce to reflect the community it serves. We actively work to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences. Our goal is for Tacoma to be an inclusive and equitable place to live, work, and play.

The City of Tacoma is an Equal Opportunity Employer and values diversity in its workplace. Applicants are considered for positions without regard to race, color, religion, sex, national origin, ancestry, age, marital or veteran status, disability, sexual orientation, gender identity, or any other basis prohibited by federal, state, and local laws.

Apply
All interested individuals must apply online and attach a resume and cover letter that includes major responsibilities and accomplishments related to the position.

Applicants who meet the minimum qualifications will be invited to complete an online assessment. Candidates who pass the assessment will be placed on an eligibility list for interview and hiring consideration. The eligibility list will be used to fill vacancies as they occur for approximately one year.

Appointment is subject to passing a background check. This position is covered by a Labor Agreement between the City of Tacoma and Local 483. New employees must successfully complete a nine-month probationary period prior to obtaining permanent status in this classification.

Compensation & Benefits
Pay Details:
Hourly Rate: $31.43- $38.20
Select positions may be eligible for a language premium.

Employee Benefits | City of Tacoma

Get Assistance
For assistance with the application process or questions regarding this job announcement please contact the Human Resources office at (253) 591-5400 by 4:00 p.m. of the closing date of the job announcement.

For technical difficulties using the NEOGOV system, call the applicant support line at 1-855-524-5627 between 6:00 a.m. and 5:00 p.m. Pacific Standard Time. This will allow us to assist you before the job announcement closes.

Communication with the City of Tacoma
We primarily communicate via email during the application process. Emails from tacoma.gov and/or governmentjobs.com should be placed on your safe domain list to ensure that you receive notifications in a timely manner. As a precaution, you may also want to check your junk email folders.