City of Seattle Hiring for Senior Customer Service Representative at Seattle, WA Full Time

Seattle City Light, a department of the City of Seattle, is one of the nation’s largest municipally owned utilities in terms of the number of customers served. Over the years we have worked very hard to keep Seattle’s electricity affordable, reliable, and environmentally sound. Today, City Light is a recognized national leader in energy efficiency and environmental stewardship.

We are hiring a Senior Customer Service Representative to respond to the immediate needs of our customers and provide necessary assistance to resolve concerns. In this position, you will identify future benefits available to the customer, and make recommendations for further research, actions, and Citywide benefits. As a customer advocate, you will take ownership and accountability for resolution by working directly with other Seattle City Light units, or City departments as needed. You will work diligently to build trust and respect with our internal and external customers and act as a trusted advisor. This position s to the Credit & Collections Supervisor.

Here is more about what you’ll be doing:

• Serve as a lead for the Customer Service Representatives who are performing collections activities that include remote disconnections and reconnections.
• Manage workload from internal and online requests for long term payment plans.
• Take calls from customers who may be upset, angry and/or abusive concerning past due balances.
• Communicate with customers with tact, respect, empathy, and professionalism on delinquent balances to determine payment expectations.
• Assist customers in making payment plans and payment arrangements on accounts.
• Review account activities and summaries to credit check accounts to determine if service disconnections are warranted.
• Research and respond to customer inquiries, complaints, voicemails, and emails within reasonable time frame.
• Process, review, and research Inactive SCL accounts.
• Working with the City’s collection agency (PMT Solutions).
• Process, review, and research Bankruptcy and Probate accounts.
• Monitor and review customer account summaries and account adjustments of large, complex customer accounts.
• Update and maintain accurate account information and customer records in computerized customer information/database systems, by inputting new information and changes and maintaining statistical records and generating s as required.
• Distribution of Post Office Returns to Credit’s supported staff.

Required Qualifications: In addition to the skills and experience mentioned below, a successful applicant will have experience that reflects a commitment to creating fair and equitable outcomes and has:

Desired Qualifications – You will be successful if you have the following experience, skills, and abilities:
We are looking for a highly motivated individual who is willing to be part of a team delivering excellent service to our customers, with strong working knowledge of Oracle Utilities CC&B and MDM applications.

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.

The full salary range for this position is $30.50 to $34.15 per hour.

Application Process
Please submit the following with your online application:

• A cover letter in which you clearly describe how your knowledge, experience, skills, and abilities prepare you for the job responsibilities and qualifications outlined in the job announcement
• A current resume of your educational and professional work experience.

Who May Apply: This position is open to all candidates that meet the qualifications. Seattle City Light 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. Seattle City Light encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQIA+, people with disabilities, veterans, and those with diverse life experiences.

Job offers are contingent on the verification of credentials and other information required by the employment process, including the completion of a background check. The background check will involve a criminal history check, which includes conviction and arrest records in compliance with the Seattle’s Fair Chance Employment Ordinance, SMC 14.17 and the City of Seattle Personnel Rule 10.3 (Download PDF reader). A driving history review may be conducted in compliance with SMC 4.79.020. Applicants will be provided an opportunity to explain or correct background information.

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: https://www.seattle.gov/human-resources/benefits/employees-and-covered-family-members/most-employees-plans.

Want to know more about Seattle City Light? Check out our web page: http://www.seattle.gov/light/.

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.