Temporary - Utility Service Representative (3 Temp Vacancies) Spu Customer Care Division

Salary: $35.44 - $41.26 Hourly
Location : Seattle, WA
Job Type: Temporary - Non-Benefit Eligible
Job Number: 2023-02260
Department: Seattle Public Utilities
Division: People, Culture & Community
Opening Date: 12/27/2023
Closing Date: 1/16/2024 4:00 PM Pacific
Language Premium: No
Position Description
Seattle Public Utilities (SPU) has three (3) Temporary opportunities for Utility Service Representatives (USR's) within the Utility Accounts Divisions. USRs are an important integral part of this division as they answer incoming calls from residential, industrial, and commercial customers concerning delinquent accounts, high bills, leak adjustments, bankruptcies, and complex billing issues. This position reports to the Utility Service Representative Supervisor.
These Temporary Assignments are expected to last up to 11 months in duration.
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.
For more information about Seattle Public Utilities (SPU), please visit:
SPU commits to and as core principles that guide 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.
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
  
• Free Orca Pass
  
• Growth potential and advancement opportunities

Job Responsibilities
• Provide excellent customer service to SPU's customer base in writing, over the phone, or in person
• Assist customers with complex billing issues. Such as, resolving high consumption issues, billing disputes, and delinquency issues.
• Respond to customer inquiries regarding utility rates, fees, charges, and all other account level questions which may include coordinating with other utility work groups.
• Update customer records to reflect customer conversations, requests, and account activities
• Investigate and collect revenue owed to the utility on delinquent accounts.
• Create acceptable pay plans and payment arrangements for customers to assist in avoiding water being shutoff.
• Route and conduct field property visits to deliver notices, shut water off, and restore water service
• Account research and corrections in Oracle Utilities Customer Care and Billing (CCB) / Oracle Meter Solution Cloud Service (MSCS), and various infrastructure systems, to ensure bills are accurate.
• Interpret and apply laws, codes, rules, policies, and other requirements related to service. interruptions, collections activities, bankruptcy/probate, and approving leak adjustments.
• Create field activities to request restoration of water service, water line inspections, meter reads, other needed field work.
Please note this job advertisement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Qualifications
Experience:

• Two (2) years utility customer service, public relations or other work with the public

Education/Experience Equivalency:

• Two years of college course work in utilities infrastructure, business administration, or related field may substitute for a maximum of one year of the required experience.

Working Conditions:

• Work is split between field and office work/teleworking.
• Work performed in the field is in all weather conditions.
• General working hours are 8:00 a.m. to 5:00 p.m. Monday through Friday
• Work is occasionally performed near high voltage equipment, construction areas, dark basements, or industrial areas.
• Must have the ability to lift to 50 pounds.
• Expected to be able to bend, kneel/squat and dig out meter boxes to be able to expose and shutoff/turn on and lock the meter.

Licensing and/or Other Requirements:

• Valid Washington State driver's license.

The Ideal Candidate Profile:

• Experience working with CCB, MSCS or comparable applications.
• Ability to adopt and utilize new and existing software and technologies to perform work, including Microsoft 365, smart phones, electronic work management systems and geographic information systems.
• Excellent Customer Service. Strong interpersonal and organizational skills, including written and verbal communication.
• Experience working professionally and efficiently in a multi-cultural work environment, demonstrating a strong ability to build and maintain effective working relationships across different departments and workgroups.
• Knowledge of SPU's infrastructure.

Additional Information
Pre-Employment/Pre-Placement Requirements:

• A job offer is contingent upon the verification and successful completion of a background check, to include a criminal history check for the finalist.
• A pre-employment physical test is required for the finalist of this position.

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.
The full salary range for this position is: $35.44 - 41.26 hourly. *Temporary employees begin at Step 1 of the pay progression, which is $35.44 per hour.
If you have questions, please contact Heather Baldwin-Stewart at
Learn more about Seattle Public Utilities at www.seattle.gov/util/ and check us out on social media.
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:
01
Do you have experience using MSCS, CCB or any other comparable billing application?
02
Do you have two (2) years utility, utility sales, public relations or other work with the public?

• Yes
• No

03
Which of the following best describes your current driver license status?

• I currently possess a WA State Driver License
• Driver License from another jurisdiction (State, Country, Province, etc.)
• I do not possess a Driver License

Required Question