Lake Stevens Sewer District

Overview

Customer Service Representative I

• Title: Customer Service Representative I
• Type: Represented, Non-Exempt, Full-time, DRS PERS Retirement Eligible Position
• Salary Range: $25.86 - $34.15/hr DOQ (New hires generally placed in $25.86 - $28.36/hr range)
• Open Until Filled: First Review January 30, 2026
• Reports To: General Manager
• Job Reference #: 203328

Lake Stevens is a residential community with excellent schools, lovely parks, and all the necessary amenities that make it an ideal place to live and work. The Lake Stevens Sewer District’s mission is to meet the challenge of protecting the environment and to provide quality sewer service for our community. Located in the thriving and scenic community of Lake Stevens, Washington, our team takes great pride in our work and operates efficiently while cultivating a supportive and safety conscious culture to accomplish the mission.

The Customer Service Representative I works as part of a team to provide for the customer needs of the Lake Stevens Sewer District, is responsible for assisting the public with a variety of administrative situations regarding the policies, fees and operational procedures of the District which may be provided in person, by phone and through correspondence, must exercise considerable discretion in the protection and release of confidential information, and is expected to perform ongoing and special project activities as assigned by the General Manager.

This position has no supervisory responsibilities.

Work is performed in a typical office environment utilizing computers and other standard office equipment. Work is fast paced with frequent interruptions from phone calls and staff. Incumbent is frequently required to sit for extended periods of time while performing keyboard functions. Occasional attendance at meetings, job fairs, training, etc. outside of normal business hours is required.

• Assist customers by answering questions, resolving issues, explaining services, policies and procedures; locates information from appropriate records and provides as requested.
• Receive and review various customer and District initiated forms for accuracy and completeness to ensure compliance with instructions, policies and procedures; troubleshoots when issues arise.
• Responds to all customers in a timely and professional manner with concerns or questions by phone, in person or by correspondence; or direct customers to appropriate District personnel to resolve questions or concerns.
• Sets up and maintains files and record keeping systems; creates and develops monthly reports and maintains logs, as requested.
• Research current mortgage company record, account information and legal descriptions.
• Prepare, enter, and/or process payments, non-sufficient funds (NSF) returns, utility account information, incoming outgoing and returned mail, account changes and sale information, file automatic withdrawal or automated clearing house (ACH) payment applications.
• Provide administrative support to operational personnel regarding complaints, calls for service, alarms and emergencies, schedule side sewer inspections.
• Advise District management on updates to policy, procedure, or efficiency improvements related to customer service.
• Performs other duties as assigned.

Required Knowledge,

Skills and Abilities

• Knowledge of standard office practices and procedures
• Knowledge of public disclosure practices, policies and procedures
• Knowledge of mathematical calculations
• Knowledge of federal, state, and local laws as they apply to customer service
• Knowledge of computerized applications, Microsoft Office, and other related systems and software
• Knowledge of district policies and procedures

Ability To

• Operate computer terminals and applied software packages
• Communicate effectively, both orally and in writing with a full scope of knowledge of English, mathematics, legal forms and terms, proper spelling and grammar
• Interpret and apply procedures, policies, laws and regulations
• Exercise tact and diplomacy
• Gather, evaluate, analyze and document a variety of data; maintain accurate files and other record…