Customer Service Representative

Job Description:

Customer Service Representative

Description

Position Description

The City of Tacoma and Tacoma Public Utilities (TPU) are searching for dependable, driven people who are drawn to a career where they can help others. Ideal candidates are active listeners, take time to understand customer needs, communicate effectively with City of Tacoma citizens and TPU rate payers, and respond to customer problems or complaints while maintaining a solution oriented, positive and good-natured attitude. If you thrive in quickly identifying and working to resolve customer inquiries, and enjoy supporting people in a fast paced, demanding customer service position, we are looking for you!

Customer Service Representatives may assist customers in person, by telephone, and electronic messaging with business license applications, requests for utility service to be started or discontinued, or with any of the following:

• Responding to questions or complaints concerning billings, payments, deposits, credit extensions, rate schedules or changes, and departmental policies and regulations
• Completing and processing billing according to established procedures, check balances, correct billing errors and adjust as necessary to assure accuracy
• Providing information and direction to appropriate departments and resources
• Interpreting, explaining and accurately recording data in customer information systems; processing payment and/or applications for payment of bills and/or licenses
• Accurately calculating and recording transactions in the appropriate amounts, balance and maintain records relating to monies received and disbursed
• Preparing and maintaining computerized and manual records, files, lists, and reports related to customer service activities, billings, delinquent payments and accounts
• Performing other duties as assigned

This is the first level in the customer service series. People in this job typically perform first line customer service; may work in a call center and/or at a front-line service counter environment, participate in training and rotation in order to learn a wide range of customer service tasks and gain proficiency in assigned areas. There are promotional opportunities to Technical and Lead positions as employees develop skills and experience.

Applicants who apply and meet minimum qualifications will be invited to take an online test. Details and the test link will be sent via email the week of March 3, 2025. Be sure to check your junk folder for this email so you don't miss the deadline.

Bilingual candidates are encouraged to apply.

Qualifications

Required Qualifications:

• Graduation from high school or equivalent ;
• 1 year of customer service experience in a customer service counter or c all center for a business or agency;
• Experience interpreting, applying and explaining regulations, rates and codes.

LICENSING, CERTIFICATIONS AND OTHER LEGAL REQUIREMENTS:
There may be instances where individual positions must have additional licenses or certification.

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS:
Office environment; extensive public contact, subject to verbal abuse from irate customers and eyestrain from computer terminals. Incumbents may be required to sit or stand for long periods of time.

Knowledge & Skills

• Maintain a positive environment, working with co-workers and customers within a diverse culture
• Excellent telephone manner and listening skills
• The ability to relate to customers in a professional and courteous manner
• The ability to work in a team environment
• The ability to work under pressure
• Excellent attention to detail and multi-tasking ability
• Self-motivation to work under own initiative
• Basic customer service principles and practices
• Office practices and procedures
• Government structure and process
• Office technologies
• Appropriate language usage
• Operation of computers and office equipment
• Perform basic mathematical calculations
• Customer accounting and collection operations
• Interpret, apply and explain 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 individuals and groups to develop productive relationships and provide customer service
• Calculate bills, compute differences and explain complicated rate schedules
• Perform multiple tasks simultaneously, effectively, and efficiently
• Follow written and verbal directions
• Establish and maintain effective working relationships

Selection Process & Supplemental Information

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 must 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 e-mail during the application process. E-mails from cityoftacoma.org and/or neogov.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 e-mail folders.

Should you have any questions about this position please call Human Resources at (253) 591-5400 before 4pm on the closing date.

The City of Tacoma provides excellent medical, dental and vision plans for the whole family; paid holidays and paid leave; participation in the Tacoma Employees' Retirement System (alternate plan for Police/Fire); continuing education and advancement opportunities and a growing variety of City-sponsored health and wellness opportunities and incentives.

Medical Coverage: For eligible employees and their families, including domestic partners and dependent children age26 or younger.

Dental Coverage: For eligible employees and their families, including domestic partners and dependent children age26 or younger.

Vision Coverage: For eligible employees and their eligible dependents.

Paid Leave: City employees are entitled to received paid holidays, sick/vacation leave or personal time off (PTO), depending upon union affiliation and appointment type.

Insurance Plans: Employees are covered by a long-term disability plan. Short-term and expanded long-term disability insurance plans are also available to employees. The State Industrial Insurance Act also covers employees.

Deferred Compensation: Income can be set aside on a pretax basis and invested for supplementation of normal retirement income.

Retirement: All employees of the City, except members of the Police and Fire services, Tacoma Rail and certain project employees, are included in the Tacoma Employees' Retirement System. Information on the Tacoma Employees' Retirement System can be found at www.cityoftacoma.org or by calling (253) 502-8200.

Other Employment Information

Direct Deposit: Employees are paid on a bi-weekly schedule by direct deposit.

Salary Increases: Based on satisfactory job performance, the City provides for a regular progression of salary increases for most classifications according to the salary schedule.

Union Affiliation: Many job classifications are covered by union security provisions which require union membership, dues, or payment of equivalent service fees.

Note: The provisions of this job announcement do not constitute an expressed or implied contract. Any provision contained herein may be modified and/or revoked without notice.

Closing Date/Time: 2/18/2025 5:00 PM Pacific

Salary:

$27.92 - $33.94 Hourly