Water Service Specialist (Utility Service Representative)

Position Description

Seattle Public Utilities (SPU) has an exciting opportunity for a Utility Service Representative (USR) within the Development Services Office (DSO). Part of SPU’s Project Delivery and Engineering Branch (PDEB), the DSO assists private developers with connecting to SPU’s water service infrastructure while adhering to SPU standards and governing codes.

The Water Service Specialist is often customers’ first contact with SPU. Reporting to the Systems, Performance and Procedures Manager, the successful candidate will assist customers and work with other DSO teams and SPU Divisions to facilitate a range of water services, such as water taps sales, hydrant permit application processing and issuance, hydrant flow tests, plan review, invoicing, water main extension and water system improvements for homeowners and developers through all phases of the project lifecycle. 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 direct water service area.

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

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

• Manage the DSO’s customer e-mail inbox and respond to customers’ inquiries over the phone and email. Elevate inquiries with specialists when necessary.
• Create and issue accurate customer invoices for water service sales.
• Access utility infrastructure information, including hydrant flow data, in SPU’s Geographic Information System (Utiliview).
• Communicate regularly with the supervisor on service issues and document customer complaints and escalations.
• Support the hydrant permit program by issuing invoices and permits, calculating water usage bills, writing service requests, coordinating hydrant meter rentals and returns with the meter shop, tracking permit expirations and reporting on hydrant permit KPIs.
• Facilitate new development project intake including creating new projects within the project management system, assisting customers with required project documentation, and answering general development related questions.
• Support requests for hydrant flow tests by setting up projects, issuing invoices, creating service requests, and sending final results to the customer.
• Assist with billing system account setup and resolve discrepancies in billing accounts, including crossed water meters.
• Collect field intelligence related to new development projects and support the system improvement determination process.
• Visit project sites to collect utility information related to new development projects.
• Assist engineers and specialists in developing and supporting the issuance of water availability certificates.

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 infrastructure, customer service, public relations, or other work with significant 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 in a fast paced, team environment, demonstrating a strong ability to build and maintain effective working relationships across different departments and workgroups.
• Experience working with billing and accounting systems and effectively navigating and resolving complex customer service issues.
• Ability to adopt 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 conducting site visits, reading site plans and maps, and driving to job sites.
• 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:

• General working hours are 8:00 a.m. to 5:00 p.m. Monday through Friday.
• Work is a combination of in office and telework. The City of Seattle requires employees to be in the office a minimum of three (3) days a week. Specific schedules will be outlined by the direct supervisor.
• This position will conduct periodic site visits to new development projects and job site locations.

Additional Information

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.

More information about employee benefits is available on the City's website at:
https://www.seattle.gov/human-resources/benefits/employees-and-covered-family-members/most-employees-plans

Who may apply: The City of Seattle encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with diverse life experience. This position is open to all qualified candidates that meet the minimum qualifications. The City of Seattle values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity.

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.