Customer Care Representative I​/Senior Customer Care Representative

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.

We are seeking a customer-focused and detail-oriented Customer Care Representative to join our Customer Service Division. Depending on qualifications, candidates may be considered for placement as either a Customer Care Representative or Senior Customer Care Representative. In this role, you will assist residents, businesses, and visitors in accessing City services, providing courteous customer service at the front desk, over the telephone, and online, and contributing to continuous service improvements.

The City of Kennewick is committed to providing excellent public service and ensuring the safety and well‑being of our community and each employee. We value integrity, inclusiveness, stewardship, and communication, and we are accountable to our community for innovative and collaborative efforts that anticipate needs, leverage resources, and deliver solutions.

Employees are expected to comply with all applicable safety practices and policies, including OSHA/DOSH regulations and the City’s Accident Prevention Plan. This includes identifying and correcting potential hazards, promoting a positive safety culture, and ensuring safe completion of all work activities.

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. The role requires proficiency with a PC and considerable experience operating various software programs.

Full‑time, Monday through Friday. Early mornings, evenings, and weekends may be occasionally required. Overtime may also be occasionally required. The position is non‑exempt under the FLSA.

• Provide direct services to the public and respond to inquiries on a wide range of topics, including utility billing, service requests, and business licensing.
• 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 and adapt guidelines and policies to varied situations.
• Conduct research necessary to address customer issues or concerns and work with others inside and outside the organization to obtain solutions.
• Take accountability for follow‑through with the customer to bring closure to requests, service issues, or problems.
• Contribute to ongoing improvements to service delivery by providing input on methods to enhance the City’s mission.
• 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, e‑billing, managing online profiles and auto‑payment requests, and explain account fee structures and city code to customers.
• Assist with calculating reads and billing adjustments for all utility account types and creating and processing service orders.
• Process delinquent penalties and non‑pay liens, schedule disconnection and reconnection of services, and assist with pre‑collection and collection accounts.
• Perform fee payment and cashiering duties in accordance with established rates, policies, and auditing requirements.
• Operate equipment as needed to process transactions, calculate fees owed, reconcile transactions, and resolve out‑of‑balance conditions to maintain a complete audit trail.
• Provide assistance with the City’s Business Licensing system as needed.
• Direct and guide customers requiring interaction with other departmental staff and schedule appointments for other staff.
• Perform routine office support activities and other related duties as assigned.

Senior Customer Care Representatives serve as subject‑matter experts and may assist with staff training, business licensing activities, complex account research and adjustments, customer complaint resolution, data analysis, and other specialized customer‑service functions.…