Customer Service Program Specialist

Job Title

Laborers 252

Oversee the daily administration of the Jefferson County PUD income-qualified programs. Assist customers with applications for utility rate reductions, weatherization, and utility assistance programs. Process applications, verify income eligibility, and track customer utility burden. Assist customers with extended payment arrangements, medical necessity claims, and moratorium requests. Serve as a liaison between the PUD and local assistance agencies, while providing prompt, courteous and reliable customer service.

Includes the following:

• Assists customers with the application process for the JPUD Low-Income Rate Reduction Program.
• Determines customer income eligibility for assistance programs.
• May assist customers in the filling out of application materials and in the compiling of required documentation
• Notifies program participants by letter, e-mail and/or phone call, program eligibility is nearing expiration.
• Enters payment assistance vouchers on accounts and maintain voucher files.
• Processes medical necessity cut-off protection requests.
• Monitors and reports to the Customer Service Manager on all medical necessities, moratorium arrangements, and other long-term payment arrangements.
• Maintains a variety of records as directed to maintain information received regarding customer Personal Identifiable Information (PII), applicant income and account information.
• Educates customers and partnering agencies on PUD programs.
• Promotes energy efficiency as a method of reducing energy costs.
• Accurately follows and demonstrates knowledge of PUD policies and procedures.
• Makes payment arrangements for past due accounts within scope of authority and in accordance with PUD policies.
• Performs some duties of a Customer Service Coordinator or Customer Service Representative on an as-needed basis.
• Maintains confidentiality of information received regarding customers and accounts.
• Maintains files and records as required.
• Performs other duties as assigned.

Standard Workplace Expectations:

• Contributes to a successful work group by listening to and taking time to understand suggestions and concerns of co-workers.
• Offer constructive suggestions and ideas that help the team meet or exceed objectives and goals by accepting and supporting team decisions.
• Maintains a positive and cooperative attitude in the workplace.
• Determines appropriate priorities to balance workload to meet deadlines. Seek assistance when needed.
• Reviews own work for accuracy and routinely detect or prevent errors or mistakes that would prove costly or could jeopardize the operations of the PUD.
• Work additional hours as necessary to achieve departmental goals as requested and authorized by the supervisor.
• Maintain appropriate behavior, appearance and effort.
• Regularly take initiative in recommending changes in work methods, policies, and procedures to improve levels of service delivery and overall operating efficiencies.
• Maintain regular and punctual attendance.

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

Education and/or

Experience:

Requires high school diploma or equivalent and five (5) years of related office experience in customer service including the use of office machines, computers and software including Microsoft Word and Excel. One (1) year of experience in accounting/bookkeeping and familiarity with billing processes and file management is preferred. Public sector experience and bilingual (Spanish) skills are preferred.

Knowledge, Abilities and

Skills:

Possess extensive knowledge of customer service techniques which promote customer satisfaction. Knowledge of organizational techniques and computer software including Microsoft Office products, basic math and cash handling skills, basic knowledge of rules and procedures as they relate to the position. Strong interpersonal skills, with ability to demonstrate patience, active listening, problem solving and effective handling of difficult situations. Ability to communicate effectively in English both orally and in writing.

Ability to communicate detailed information clearly and concisely, establish and maintain effective working relationships with customers and co-workers;
Maintain sustained attention to detail. Apply commonsense understanding to carry out instructions furnished in written, oral or diagram form; and complete this work despite continuous disruptions. Ability to operate computer applications, adapt to new technologies, and enter data with accuracy and proficiency. Ability to ask questions to ensure clarity and avoid misunderstandings.

Must pass background check. Must possess or be able to obtain a valid Washington State driver's license. A standard Monday through Friday work schedule is expected to be maintained, but evening and weekend…