Customer Care Representative I​/Senior Customer Care Representative

First Review Date:
June 12, 2026

Applications received by June 12, 2026, will receive first consideration. This recruitment will close on June 21, 2026 at 11:59 PM.

Depending on qualifications, candidates may be considered for placement as either a Customer Care Representative or Senior Customer Care Representative.

The City of Kennewick is seeking a customer-focused and detail-oriented Customer Care Representative to join our Customer Service Division. In this role, you'll play an important part in helping residents, businesses, and visitors access City services. You'll join a collaborative team environment where customer service, problem-solving, and professional growth are valued. Every interaction is an opportunity to make a positive impact in our community.

CORE VALUE STATEMENT

The City of Kennewick will provide excellent public service and ensure the safety and wellbeing of our community and one another through the empowerment of each employee. We value integrity, inclusiveness, stewardship, and communication. We are accountable to our community for innovative and collaborative efforts that anticipate needs, leverage resources, and deliver solutions.

SAFETY STATEMENT

We expect our employees to ensure compliance with all applicable safety practices and policies, including those established by OSHA/DOSH regulations and by the City's Accident Prevention Plan. This includes but is not limited to actively identifying and correcting potential hazards that may affect employee and public safety, including those identified by co-workers; leading by example to promote a positive culture of workplace safety through everyday action;

and emphasizing safe completion of work throughout all aspects of developing and carrying out work plans.

CLASSIFICATION SUMMARY

The Customer Care Representative provides routine, prompt and courteous customer service at the front desk, over the telephone and online to internal and external customers. Work is focused on performing a variety of duties.  The ability to multi-task is essential. The incumbent must be proficient with a PC and must possess considerable knowledge and experience in operating various software programs.

WORK SCHEDULE

The initial work schedule for this classification will be full-time, Monday through Friday.  Early mornings, evenings, and weekend work may be occasionally required. Overtime may be occasionally required. This classification is non-exempt under the FLSA.The following list reflects the essential job duties and responsibilities of this classification but is not all-inclusive. The incumbent will perform other related duties as assigned.

* Provide direct services to the public and respond to inquiries on a wide range of topics to include utility billing, service requests, and business licensing. Customer inquiries may be made in person, over the telephone, by internet, and through e-mail.

* The incumbent will prioritize customer requests and personally resolve issues whenever possible;

* Assist customers in locating and completing application forms;

* Determine the best means of meeting the customer's needs;

* Perform research necessary to address customer issues or concerns; adapt guidelines and policies to varied situations while maintaining consistency when interpreting unclear guidelines or policies; work with other individuals inside and outside the organization as necessary to obtain a solution and/or deliver service; and take accountability for follow-through with the customer to bring closure to the request, service issue or problem.

* Contribute to ongoing improvements to service delivered throughout the organization by providing input on methods that will enhance the mission of the City in delivering exceptional customer service.

* Encourage consistent customer service delivery across the organization.

* Promote a positive and professional public image of the City.

* Process requests for opening/closing utility accounts, ebilling, managing online profiles and auto payment requests. Explains account fee structures and city code to customers. Assists with preparing final closing bills and may work with escrow companies to produce final…