GENERAL SUMMARY

Shoreline is an inclusive City that endeavors to build a work culture which embraces diversity, encourages participation, and promotes equity.

DEFINITION

This position provides direct and indirect service to utility customers before, during and after accounts are established. The position also performs a variety of complex clerical work related to utility accounts such as account establishment or closure, payment for services or payoffs, billing, address changes, low-income programs, refunds, late changes and other related activities. The position also reviews and sources information to respond to questions, resolve problems or prepare related correspondence and reports.

SUPERVISION RECEIVED AND EXERCISED

Receives general supervision from assigned supervisory or management staff.

EXAMPLES OF DUTIES

ESSENTIAL AND MARGINAL FUNCTION STATEMENTS Essential and other important responsibilities and duties may include, but are not limited to, the following:

Essential Functions:

Assist customers with their accounts; in person, by phone or email. Assistance includes account establishment or closure, payment for services or payoffs, billing, address changes, low-income program enrollments, refunds, late charges, correspondence, complaints, problems and related activities.
Review and sources information to resolve problems or prepare related reports. This may involve researching multiple records at the municipal or county level.
Prepare new ownership or escrow reports, ensuring complete and accurate information on a timely basis.
Process Authorization for Duplicate Bill or Release to Property Manager and Authorization to Bill Commercial Tenant Forms and make appropriate changes in the billing system.
Mail and/or process various applications in a timely manner.
Research and re-mail returned billing statements to ensure ratepayers receive their statements as timely as possible.
File or otherwise maintain various documents.
Process ACH Payment Authorization Agreement forms and enter customer payment information into the billing system, ensuring accuracy.

Marginal Functions:

Provide support as a team member when needed, such as back up during absences and assistance with projects as assigned.

QUALIFICATIONS

Knowledge of:

Standard office procedures, methods and equipment.
Applicable software programs.
Methods and techniques of customer service, including telephone techniques and etiquette.
Basic cash handling.
Principles and procedures of record keeping.
Basic methods and techniques of research.
English usage, spelling, grammar and punctuation.

Ability to:

Participate and work effectively in an organization committed to advancing principles and practices of equity and anti-racism.
Establish a rapport with customers, actively listening to assess their needs.
Gather information needed to provide thorough responses to inquiries.
Interact with the public in person, by email or over the phone using appropriate courtesy and professionalism.
Communicate general and detailed account information with accuracy and clarity.
Document, verify and maintain information
Gain and apply knowledge of daily operating procedures and internal standards, processes, and procedures.
Use email, Outlook calendar, browsers, Word, Excel and utility billing software.
Search King County property records for ownership changes.

Experience and Training Guidelines

Any combination of experience and training that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Experience:

Two years of increasingly responsible experience in customer service and related clerical work.

Training:

Equivalent to the completion of the twelfth grade.

SUPPLEMENTAL INFORMATION

The City's mission is to fulfill the community’s vision through highly valued public service. Our employees work relentlessly to achieve organizational goals while embracing the City’s values. City Mission, Values, and Goals.

Application Process:

To demonstrate skills and interest, please complete the application and provide answers to the Supplemental Questions which will help us determine your qualifications for the job. (This application does NOT allow for attachments.)

Conditions Of Employment:

All candidates will be required to establish employment authorization and identity at the time of hire. The City is not able to sponsor work visas.
All positions require the completion of reference checks, including at least one prior supervisor.

WORK CONDITONS:

Environmental Conditions:

Exposure to computer screens; work with computer and office equipment; extensive public contact.

Physical Conditions:

Essential and marginal functions require sitting for prolonged periods of time; moderate or light lifting; extensive use of computer keyboard; near visual acuity for performing data entry on a computer. While performing the duties of this job, the employee is regularly required to talk or hear, and is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Employees Working Remotely:

The City has implemented a remote work policy that allows staff to work up to three remote days a week, however during the 6-month orientation period it is expected that all work will be performed at City Hall. Full-time remote work is not an option. Once hired, employees must reside in the State of Washington.

Applicants with disabilities who require assistance with the application or interview process will be accommodated to the extent reasonably possible. To request an accommodation, please call (206) 801-2243.

City of Shoreline jobs

WW Utility Customer Service Rep