Utility Service Representative

Position Description

Seattle Public Utilities (SPU) has an exciting opportunity for a Utility Service Representative (USR) within the Utility Accounts Divisions. USRs are often customers first contact with SPU as they answer incoming calls from residential, industrial and commercial customers concerning delinquent accounts, high bills, leak adjustments, bankruptcies, complex billing issues and administer the Emergency Assistance Program. This position reports to the Utility Service Representative Supervisor.

The ideal candidate is adaptable, a “team player” and passionate about learning, problem solving, process improvements, public service and being an integral part of the growth of Seattle within SPU’s Utility Accounts.

About Seattle Public Utilities: Seattle Public Utilities (SPU) is a community-centered utility that delivers vital services to Seattle residents and businesses including drinking water, drainage and wastewater, and garbage/recycling/compost. SPU also provides drinking water for 1.5 million customers in the region. SPU’s work includes system maintenance and improvements and keeping Seattle clean. Over 1,400 SPU employees work with our community to provide affordable and equitable stewardship of our water and waste resources for future generations.

For more information about Seattle Public Utilities (SPU), checkout the:

• SPU Website
• SPU Workplace Expectations (Download PDF reader)
• Strategic Business Plan

SPU commits to Our City Values and Race and Social Justice as core principles that guide our work. We actively take steps to dismantle systemic racism and increase service equity. We value diverse life experiences and strive to create a workplace that is welcoming to all. We take steps to be inclusive and equitable in our recruiting, hiring and promotional opportunities.

Why join us?

We know work isn't only about what you do it’s also about who you work for and with! SPU provides a fun and family-friendly work environment that supports a work life balance, including:

• Hybrid work schedule opportunities.
• Family-friendly and multicultural work environment
• Generous benefits package
• Free public transportation options
• City pension plan with employer/employee contributions
• Growth potential and advancement opportunities

Job Responsibilities

• Provide excellent customer service to SPU’s customer base in writing, over the phone, or in person.
• Assists customers with complex billing problems such as resolving high consumption issues, billing disputes, and delinquency issues.
• Investigates and collects revenue owed to the utility on delinquent accounts.
• Negotiates acceptable pay plans on accounts.
• Assists customers with information about bill assistance programs.
• Respond to customer inquiries regarding utility rates, fees, charges and all other account level questions which may include coordinating with other utility work groups.
• Update customer records to reflect customer conversations, requests, and account activities.
• Route and conduct field visits to deliver notices, conduct water shutoffs, restore water service and check for illegal connections.
• Account research and corrections in CCB/MDM and various infrastructure systems to ensure bills are accurate.
• Interpret and apply laws, codes, rules, policies and other requirements related to service interruptions, collection activities, EAP and leak adjustments.
• Create field activities for the Utility Service Team to inspect new and repaired water service lines.
• Create field activities to request restoration of water service lines, meter reads inspections, and other needed field works.
• Facilitate acceptable pay plans and payment arrangements for customers to assist in water being shutoff.

Please note this job advertisement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Qualifications

Experience: Two (2) years utility customer service, public relations, or other work in which contact with the public was a significant factor.

Equivalency: Two (2) years of college course in utilities infrastructure, business administration, urban planning, or related field may substitute for a maximum of one year of the required experience.

License: Current Washington State Driver's License to conduct periodic field visits to residences, businesses, new development projects and job site locations.

The ideal candidate should possess:

• Dedication to providing excellent customer service, with two (2) or more years of direct customer contact experience in person, over the telephone or via email.
• Proven ability to communicate clearly, concisely, and professionally and work effectively within a multi-cultural workforce serving a diverse customer base.
• Experience working with Customer Billing and Accounting Systems like MSCS, CCB or comparable application and effectively navigating and resolving complex customer service issues.
• Ability to adapt and utilize new and existing software and technologies to perform work, including Microsoft Excel, Word, Adobe, smart phones, electronic work management systems, geographic information systems, and related hardware and software.
• Data entry experience with updating customer information and records.
• Proven history of good attendance and punctuality.
• Experience working as part of a team in environments with high work volumes and rapidly shifting priorities.
• Ability to work within the organizational framework of SPU Workplace Expectations including our values on Safety, Respect, Diversity, Trust, Humor, Productivity, Integrity, Innovation, Partnership and Accountability.

Work Environment/Physical Demands:

• Work is split between field and office work/teleworking.
• Work performed in the field is in all weather conditions.
• This position will be required to conduct regular periodic field visits to residences and business.
• Work independently in potentially hazardous environments such as near high voltage equipment, construction areas, dark basements, remote areas or industrial compounds.
• Expected to be able to bend, kneel/squat and dig out meter boxes to be able to expose and shutoff/turn on and lock the meter.
• Able to lift up to 50 pounds.

Additional Information

Application Requirements:

• An online application including cover letter, resume and supplemental questionnaire must be fully completed for consideration.
• If you are selected to advance in this hiring process, you may be asked to acquire a Full Washington Driver Abstract from the Department of Licensing. Please do not provide until requested.

Pre-Employment/Pre-Placement Requirements:

• This hiring process involves a background check of conviction and arrest records in compliance with Seattle’s Fair Chance Employment Ordinance, SMC 14.17. Applicants will be provided with an opportunity to explain or correct background information.
• SPU’s safety program requires a pre-employment physical as a condition of employment in this position.

How to Apply: In addition to fully completing the online application, please attach your resume and cover letter. Your cover letter should address your knowledge and experience related to the position. Incomplete applications will not be considered.

The full salary range for this position is $ 40.44 - $ 47.08 per hour.

Benefits: The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents.

The City of Seattle offers a comprehensive benefits package including vacation, holiday and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents.