What are the responsibilities and job description for the Customer Service Representative, Technical position at City of Tacoma?
This is the second level in the Customer Service Representative series. CSRT's perform technical customer service duties assisting customers in person and by telephone, computing and processing billings, resolving complex billing issues which may involve research, auditing and/or advanced record corrections, monitor customer accounts for payment activity and delinquency. CSRTs act as technical specialists in interpreting and applying procedures to resolve complex issues, complaints, inquiries and customer service problems while maintaining appropriate confidentiality. Incumbents in this classification typically act as subject matter experts in performing specialized or technically advanced customer service functions, are problem solvers, and are expected to independently develop a course of action.
Vacancies may occur within the following departments (work locations and schedule will vary by position):
Tacoma Public Utilities
Tacoma Public Utilities provides services that are vital to your quality of life. A CSR Tech works with internal and external customers on complex billing questions and concerns. You can learn more about Tacoma Public Utilities here.
Fire
CSRTs within Tacoma Fire will have primary responsibilities of conducting Emergency Medical Services (EMS) billing and auditing – this includes understanding medical billing, insurance and HIPAA regulations, and payment processing. For more information about our EMS billing program, see this page on Tacoma Fire’s website.
Finance
Finance’s mission is to support a thriving, livable community through collaboration, transparency, and strong financial management. As a CSRT, you will be the primary point of contact for our customers and may be responsible for resolving tax, license, assessment, special projects, and financial issues that require research and advanced records corrections skills.
Environmental Services
CSRTs support the City of Tacoma's Wastewater, Surface Water and Solid Waste utilities. You can learn more about the City of Tacoma's utility services on our Environmental Services page.
Applicants who apply and meet minimum qualifications will be invited to take an online test. Details and the test link are anticipated to be sent via email the week of April 14, 2025. Be sure to check your junk folder for this email so you don't miss the deadline.
Bilingual candidates are encouraged to apply.
- Graduation from high school or equivalent and
- 2 years of customer service experience for a business or agency, including experience interpreting, applying and explaining rates, codes and regulations.
- Certified Ambulance Coder designation or ability to attain the designation within six months of hire.
Knowledge:
- Customer service principles and practices
- City and governmental policies and procedures
- Office practices and procedures
- Government structure and process, office technologies, and appropriate language usage
- Thorough knowledge and use of related computer software
- Problem resolution
- Teaching and training
- Operation of computers and office equipment
- Performance of basic accounting mathematical calculations
- Advanced customer accounting and collection operations
- Interpret, apply and explain rates, codes, rules, regulations, policies and procedures
- Effective verbal and written communication
- Planning and organizing work
- Analyzing situations to develop a course of action
- Interacting respectfully and sensitively with diverse internal and external clients and groups to develop productive relationships and provide customer service
- Resolve technical customer service issues, calculate bills, compute differences and explain complicated rate schedules
- Interpret computer printout data
- Perform multiple tasks simultaneously, effectively, and efficiently
- Follow written and verbal directions
- Establish and maintain effective working relationships
City of Tacoma Commitment to Diversity and Inclusion
Tacoma's diversity is its greatest asset. Tacoma embraces its multi-cultural and multi-ethnic character. Communities of color and immigrant communities are fundamental to Tacoma's entrepreneurial spirit, workforce, and long-term success. In Tacoma, equity and empowerment are top priorities, meaning that all Tacoma residents must have equitable opportunities to reach their full potential and share in the benefits of community progress. One of our goals is for the City of Tacoma workforce to reflect the community it serves. We actively work to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences. Our goal is for Tacoma to be an inclusive and equitable place to live, work, and play.
The City of Tacoma is an Equal Opportunity Employer and values diversity in its workplace. Applicants are considered for positions without regard to race, color, religion, sex, national origin, ancestry, age, marital or veteran status, disability, sexual orientation, gender identity, or any other basis prohibited by federal, state, and local laws.
Apply
All interested individuals should apply online and attach a resume and cover letter that includes major responsibilities and accomplishments related to the position.
Applicants who meet the minimum qualifications will be invited to complete an online assessment. Candidates who pass the assessment will be placed on an eligibility list for interview and hiring consideration. The eligibility list will be used to fill vacancies as they occur for approximately one year.
Appointment is subject to passing a background check. This position is covered by a Labor Agreement between the City of Tacoma and Local 483. New employees must successfully complete a nine-month probationary period prior to obtaining permanent status in this classification.
Communication from the City of Tacoma:
We primarily communicate via email during the application process. Emails from cityoftacoma.org and/or governmentjobs.com must be placed on your safe domain list to ensure that you receive notifications in a timely manner. As a precaution, you may also want to check your junk email folders.
The online application system requires you to enter a substantial amount of information. Be prepared to spend at least an hour entering information. In order for your application materials to be considered, all information must be submitted by the closing date and time listed on this job announcement.
If you have questions regarding this position or need assistance with the on-line application process, please contact our Human Resources Department at 253.591.5400 before 4:00 pm on the closing date of the job announcement.
Salary : $35 - $39
