Customer Service Representative I or II
Customer Service Representative I or II - Water Utility PUD No. 1 of Thurston County, Lacey Office Full Time, Excellent Benefits, State Retirement System Hourly Rate $17.95 - $25.92, depends on qualifications, Open Until Filled. 1 plus Years Office, Data Entry, Cash Handling, & Customer Service Experience.
Thurston PUD is currently recruiting for an entry to journey level Customer Service position. We would hire at the level best suited to the knowledge, skills, abilities, and aptitude of the successful candidate. This position works primarily servicing customer accounts, ensuring proper billing of all utility accounts, and providing administrative support to the operations of the District. Additional information about the position is in the attached job description.
Principal Purpose Of Job
Serves as the point of contact to facilitate customer transactions with the District by providing information, responding to requests for service, handling customer complaints, and maintaining related records.
Essential Functions – Essential duties and responsibilities may include, but are not limited to, the following:
• Greet and direct public within office.
• Answer calls on a multi-line telephone and answer customer account and water quality related questions.
• Transfer calls to appropriate staff.
• Process payments received in the mail, over the phone and from walk-in customers.
• Balance cash drawer daily, safeguarding District cash receipts.
• Provide customer support both via telephone, in writing, and in person.
• Understand and effectively communicate the billing and collections process.
• Manage customer accounts – create, update, and close accounts.
• Process late fees and adjustments.
• Manage pending disconnect list and contact customers to arrange payments.
• Dispatch and coordinate service requests and disconnects with field staff.
• Preparing monthly billings to customers.
• Maintain general and water system specific filing as necessary.
• Perform required word processing.
• Meeting place preparation.
• Clerk to the Board duties as assigned.
• Other related duties as assigned.
Knowledge, Skills and Abilities:
- Bondable.
- General understanding of water utilities.
- Demonstrated ability to understand and interpret rate schedules.
- Ability to comply with all PUD policies and procedures and maintain confidential information.
Problem solving capabilities
- Ability to work effectively with customers and co-workers.
- Demonstrated ability to effectively communicate, both written and verbal Demonstrated ability to work effectively with difficult customers.
- Ability to work with little to no supervision.
- Dependable with the ability to manage time efficiently and meet deadlines.
- Excellent Working Knowledge of MS Office (Word, Excel, Access, Outlook, Publisher)
- Ability to work in a fast-paced, potentially stressful environment.
- Ability to become proficient in use of specialized utility software.
Required or Preferred Education/Experience:
- High school graduate or equivalent.
- Minimum two years experience in customer service/support field.
- Familiarity with Springbrook Utility Billing.