Customer Service Representative

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Job Description
Position Description
The City of Tacoma and Tacoma Public Utilities (TPU) are searching for dependable, hardworking people who are drawn to a career where you can help people. 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 helping others 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 regarding business license applications, requests for utility service to be started or discontinued, respond to questions or complaints concerning billings, payments, deposits, credit extensions, rate schedules or changes, and departmental policies and regulations; complete and process billings according to established procedures, check balances, correct billing errors and adjust as necessary to assure accuracy; assist public by providing information and direction to appropriate departments and resources; interpret, explain and accurately record data in customer information systems; process payment and/or applications for payment of bills and/or licenses, accurately calculate and record transactions in the appropriate amounts, balance and maintain records relating to monies received and disbursed; prepare and maintain computerized and manual records, files, lists, and reports related to customer service activities, billings, delinquent payments and accounts; work for some City departments may involve supporting patient and insurance company information.
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.
Bilingual candidates are encouraged to apply.
The City of Tacoma and TPU are abiding by public health guidelines and maximizing telework arrangements for our employees except for necessary essential in-person work. The selected candidates will work with their direct supervisors on alternatives to meet workload requirements while considering public health guidelines during this time frame.
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
This recruitment is being managed by Marisa Tetreault; if you would like to be notified of similar opportunities or stay connected with things going on at Tacoma Public Utilities and the City of Tacoma, connect with me on LinkedIn !
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 **** before 4pm on the closing date.
Closing Date/Time: 3/8/2022 5:00 PM Pacific
Job Address
Tacoma
Washington
United States
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Employer:
City of Tacoma, WA
This listing is managed by:
About City of Tacoma
Tacoma is a mid-sized urban port city that sits along the Puget Sound with a population of nearly 210,000. The third largest city in the state of Washington, it is a diverse, progressive international gateway to the Pacific Rim.
Tacoma boasts the state's highest density of art and history museums, and is home to a flourishing creative community of writers, artists, musicians, photographers, filmmakers, chefs, entrepreneurs, and small business owners who each add their unique flair to the city's vibrant commercial landscape. The iconic Tacoma Dome has endured as a high-demand venue for some of the largest names in the entertainment industry.
A magnet for families looking for affordable housing options in the Puget Sound area, Tacoma also draws those who prefer to live in a more urban downtown setting with competitively priced condos and apartments that feature panoramic mountain and water views.
Tacoma's natural beauty and proximity to the Puget Sound and Mount Rainier draws hikers, runners, bicyclists, and maritime enthusiasts to the area. Its lively social scene is infused with energy by thousands of students attending the University of Washington Tacoma, the University of Puget Sound, the Evergreen State College Tacoma campus, and Tacoma Community College, as well as a number of local trade and technical colleges. Its prime location – just 20 minutes south of the Seattle-Tacoma International Airport, 30 miles north of the state capital in Olympia, and within 10 miles of the U.S. Department of Defense's premier military installation on the West Coast – only adds to Tacoma's desirability. To see a few of the great things Tacoma has to offer, view our YouTube video!
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