Customer Service Representative

Pacific County PUD No. 2 is a not-for-profit, consumer-owned public utility district providing reliable electric, water, and telecommunications services to Pacific County at the least cost consistent with sound business principles and environmental stewardship. Employees are the foundation of the utility and its most important asset, and we're committed to investing in our people and being a preferred employer here on the Washington coast.

The Customer Service Representative I (CSR-1) provides prompt, courteous, and efficient service to ratepayers and the general public at the Peninsula Operations Center (9610 Sandridge Rd-Long Beach) This position reports to the Customer Service Manager and is represented by I.B.E.W. Local 77, “B” Group.

• Provide courteous service in person or by phone: opening/closing accounts, processing service orders, referring customers to public-assistance agencies, cashiering and processing payments/deposits, and negotiating payment arrangements.
• Balance the cash drawer and prepare the daily cash deposit.
• Handle customer work requests, high-bill complaints, and account updates.
• Resolve customer complaints, escalating to a supervisor when necessary.
• Review closed accounts, transfer balances, and process customer refunds.
• Explain billing and collection processes to customers and outside agencies.
• Maintain current knowledge of electric rate schedules and fees.
• Answer and route incoming calls; sort and file records and correspondence.
• Provide backup coverage for CSR II and Meter Reader roles as needed.
• Check and edit connect/disconnect orders and other transactions affecting billing.
• Correct and re-bill accounts billed in error.
• Process reports, edits, and exception lists to ensure billing accuracy.
• Process senior/disabled discount applications, edits, and reports.
• May be requested to work overtime; participates in PUD-sponsored training.

• General knowledge of electricity as it relates to meter operation and energy usage.
• Knowledge of electric rate schedules and service policies.
• Exceptional ability to work tactfully and effectively with upset customers, including on delinquent-account and collection matters.
• Sound judgment, problem-solving, and time-management skills; able to work with little or no supervision.
• Comfortable with personal computers/terminals and the PUD's approved software.
• Strong working relationships with coworkers, other departments, and the public.
• Reliable punctuality and attendance; basic math skills; able to touch-type on a 10-key calculator; neat handwriting.

• High school diploma or equivalent.
• Experience working with the general public.
• Preferred: computer, cashiering, and report-reconciliation experience.

• Valid Washington State driver's license.
• Must be willing to take and successfully pass a skills and abilities exam.

• Indoor setting with long periods of sitting and/or standing.
• Regular interaction with customers who may at times be upset or vocally abusive.
• Hand-eye coordination for computer, terminal, and office equipment; continuous phone interaction.
• Ability to lift up to 50 pounds; good hearing and eyesight.