What are the responsibilities and job description for the Contact Center Utility Accounts Representative, Trainee (MULTIPLE) position at Seattle Public Utilities?
Position Description
Do you want to be part of a dynamic team that makes a real difference in your community? Do you love being the first point of contact for a bustling city?
Seattle Public Utilities' Customer Care Division is looking for energetic and community-driven Contact Center Representatives (Utility Account Representative Trainees) to join our Joint Utility Contact Center. As the go-to for Seattle Public Utilities and Seattle City Light customers, you’ll help answer questions and solve billing issues for water, sewer, drainage, solid waste, and electric services. Come make an impact with us!
For the first 8 weeks during the training period, your schedule will be 8 AM – 5 PM in the office. After the training period, employees will move to the Contact Center floor in the office until employees consistently adhere to expectations and meet performance goals. The successful candidates will work an 8-hour work shift ranging between 7:25 AM and 6:10 PM. Strict attendance is required, especially during the first three (3) months for training purposes. Adherence to a rigid schedule (start and stop times and breaks) is essential.
After successfully working on the floor in the office, the work associated with this position will be performed predominantly remotely with occasional or rotational onsite work and meetings or as business needs require. Employees must reside within three (3) hours at the worksite to respond to workplace reporting requirements. Access to workspace and high-speed internet where they can reliably perform work and remain available and responsive during scheduled work hours are required.
WHAT'S IN IT FOR YOU?
About Seattle Public Utilities: Seattle Public Utilities (SPU) is a Community Centered Utility whose mission is to foster healthy people, environment, and economy by partnering with our community to equitably manage water and waste resources for today and future generations. We deliver high quality, vital services, across four major lines of business: providing water, solid waste, drainage and wastewater services for Seattle residents and businesses. In addition, SPU provides drinking water for 1.5 million regional customers in Seattle and other municipalities. Our customers depend on us to deliver high quality, reliable, and cost-conscious utility services and to achieve the highest benefits possible for every investment we make.
SPU is committed to increasing racial equity, diversity and inclusion through 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?
About
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:
Qualifications
Experience: One year of customer service/contact center experience and/or experience in a billing process.
Education/Experience Equivalency: Other combinations of appropriate education, training, certifications, and experience will be evaluated on an individual basis for comparability to the minimum education and experience requirements.
The Ideal Candidate Profile
The full salary range for this position is $30.67 - $31.95 hourly.
For questions, please reach out to Danielle Sheridan via danielle.sheridan@seattle.gov.
Background Check for the selected candidate: 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 an opportunity to explain or correct background information.
Benefits Statement: 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.
Do you want to be part of a dynamic team that makes a real difference in your community? Do you love being the first point of contact for a bustling city?
Seattle Public Utilities' Customer Care Division is looking for energetic and community-driven Contact Center Representatives (Utility Account Representative Trainees) to join our Joint Utility Contact Center. As the go-to for Seattle Public Utilities and Seattle City Light customers, you’ll help answer questions and solve billing issues for water, sewer, drainage, solid waste, and electric services. Come make an impact with us!
For the first 8 weeks during the training period, your schedule will be 8 AM – 5 PM in the office. After the training period, employees will move to the Contact Center floor in the office until employees consistently adhere to expectations and meet performance goals. The successful candidates will work an 8-hour work shift ranging between 7:25 AM and 6:10 PM. Strict attendance is required, especially during the first three (3) months for training purposes. Adherence to a rigid schedule (start and stop times and breaks) is essential.
After successfully working on the floor in the office, the work associated with this position will be performed predominantly remotely with occasional or rotational onsite work and meetings or as business needs require. Employees must reside within three (3) hours at the worksite to respond to workplace reporting requirements. Access to workspace and high-speed internet where they can reliably perform work and remain available and responsive during scheduled work hours are required.
WHAT'S IN IT FOR YOU?
- 1-year Trainee period that offers in-depth classroom and on-the-job training to learn policies, procedures, and how to effectively and efficiently use our technology to assist customers.
- For the first 10 weeks during the training period, your schedule will be 8 AM – 5 PM in the office. After the training period, employees will move to the Call Center floor for a minimum of 90 days based on progressive job knowledge before they will be able to work remotely.
- Graduation from Trainee to Utility Account Representative I, with pay currently starting at $33.22 and progressing to $40.09 per hour.
- Excellent benefits, including medical, dental, vision, retirement, and life insurance, as well as government-related incentives.
- 12 paid holidays, in addition to vacation and sick leave.
About Seattle Public Utilities: Seattle Public Utilities (SPU) is a Community Centered Utility whose mission is to foster healthy people, environment, and economy by partnering with our community to equitably manage water and waste resources for today and future generations. We deliver high quality, vital services, across four major lines of business: providing water, solid waste, drainage and wastewater services for Seattle residents and businesses. In addition, SPU provides drinking water for 1.5 million regional customers in Seattle and other municipalities. Our customers depend on us to deliver high quality, reliable, and cost-conscious utility services and to achieve the highest benefits possible for every investment we make.
SPU is committed to increasing racial equity, diversity and inclusion through 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?
About
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:
- 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
- Maintain a respectful and professional demeanor to customers, providing support and stellar service to all customers.
- Receive and respond to service and billing inquiries from residential and commercial utility customers regarding water, sewer, drainage, solid waste, and electric services by telephone, in-person, and through written correspondence in a professional and timely manner with minimum customer effort.
- Research and analyze account information to accurately answer customer questions and resolve customer concerns.
- Create and update customer account records, document information regarding customer interactions in utility billing system.
- Assist customers in resolving delinquent accounts and establishing payment plans, when applicable.
- Provide income-eligible customers information regarding rate discount and payment assistance programs to help reduce utility costs.
- Accurately and effectively handle a high volume of customer calls throughout the day.
- Ability to be a critical thinker, problem solver and good listener with empathy to seek positive solutions.
Qualifications
Experience: One year of customer service/contact center experience and/or experience in a billing process.
Education/Experience Equivalency: Other combinations of appropriate education, training, certifications, and experience will be evaluated on an individual basis for comparability to the minimum education and experience requirements.
The Ideal Candidate Profile
- Excellent customer service qualities, including attention-to-detail skills, friendly demeanor, calm while under pressure and written/verbal communication.
- Two (2) or more years of customer service and or contact center experience.
- Two (2) or more years of customer billing system experience in any field
- Dedication to customers through a track record of reliability and punctuality.
- Possess the ability to redirect or diffuse customer frustrations.
- Proactive mindset focused on finding solutions to customer problems.
- Ability to use basic math skills to determine utility calculations.
- Working knowledge of Windows and the ability to type 35 WPM or more.
The full salary range for this position is $30.67 - $31.95 hourly.
For questions, please reach out to Danielle Sheridan via danielle.sheridan@seattle.gov.
Background Check for the selected candidate: 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 an opportunity to explain or correct background information.
Benefits Statement: 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.
Salary : $31 - $32
