Utility Customer Service Representative

Salary Range4,965.00 - 6,347.00

Job Summary The City of Vancouver is a great place to work. If you want to do meaningful work with smart people for a progressive organization, we might just be for you!

If who we are speaks to you, and if you’re the type of person who is interested in joining a team invested in ensuring employees the community receive meaningful, excellent service and information then the City of Vancouver may be for you.

The purpose of this position is to serve as the first point of contact for walk-in, email, and telephone customer service interactions for utility and public works inquiries. Provide account management services by researching account information and educating customers on utility billing procedures and policies, taking ownership of requests for service, and managing customer complaints to resolution in a positive manner.

Perform a wide variety of responsible clerical work, cash handling, dispatch, and customer service-related office duties.

This is a full-time, regular, non-exempt union position. This position is covered under the provisions of an agreement between the City and the OPEIU union. The schedule for this position is M-F, 8am to 5pm or M-F, 8:15am to 5:15pm.

Compensation Philospophy Salary for this position is subject to a collective bargaining agreement with negotiated step increases based on seniority. Candidates meeting the minimum requirements for the position will be at the beginning of the listed range, equal to Step
1. Directly related experience, certifications and relevant credentials exceeding minimum requirements will be considered for step credit at hire, with such credit not to exceed Step 4, the approximate midpoint of the listed range, unless otherwise stipulated in the applicable collective bargaining agreement.

Job Details

Essential Functions:

Provide general information and assistance through email, on the telephone and in-person to citizens with inquiries and complaints. Advise customers of fees, services, and billing procedures.

Perform utility account management duties, including identifying customer questions, concerns, and issues; prepare service requests; research account information; communicate results, educate customers, and take ownership of providing solutions. Refer calls or complex issues to appropriate department and/or City personnel if needed.

Answer phone calls on Public Works matters. Request basic information from callers to determine the nature of call, location of the problem, type of action, department and equipment required; provide information or refer callers as appropriate. Evaluate the extent of emergencies and types of personnel and equipment needed. Refer to manual to determine appropriate course of action; utilize road and street atlas to pinpoint inquiry or emergency areas and give precise directions to Public Works personnel.

Dispatch Public Works crews.

Cashier, process payments, and receipt funds for the City of Vancouver. Maintain cash drawers, complete the balance process at close of business each day and comply with established cashiering practices in accordance with the Cash Handler’s Manual.

Process utility account adjustments to correct bills and payments and verify payment of bills and current service status. Authorize credit extensions for customers with past due bills and perform credit and collection duties.

Perform general clerical work and customer service-related office duties; schedule appointments, sort and distribute incoming mail, organize, and maintain disc and on-line data storage and filing systems, and type and proofread a variety of documents and correspondence.

Set-up, operate and make minor repairs on all specialized equipment used in the printing, sorting, and mailing of…