Chelan County Public Utility District Hiring for Customer Service Rep 1 Job at Wenatchee, WA Full Time

Applicants are required to submit a combined cover letter and resume in one document. Your cover letter must summarize the following:

Describe your interest in working at Chelan County PUD.

Summarize your experience related to customer billing including the types of billing you have experience with, as well as your experience handling and/or resolving customer concerns related to incorrect or “high” bills.

Summarize your experience in various computer systems or software.

For any areas in which you do not have experience, note that area as “None”. (Example: If you have no experience with customer billing, include “B. None”, in your cover letter). Cover letters that do not address all three of the above topics will not be considered.

To expedite the application process, combine your cover letter and resume into one PDF document before applying and upload electronically when requested in the online application process.

This position is OPEN UNTIL FILLED and applicants are encouraged to apply immediately. Apply online at chelanpud.org/careers

JOB PURPOSE: Under general supervision, this position provides customer service to both internal and external customers regarding electric, water, and wastewater services. Works closely with and provides support to the service department, customer service engineering, meter shop, conservation, accounts payable, treasury, water department and fiber. Responds to customers general inquiries, billing questions, including high bill concerns, updating various customer records, accepting payments, handling credit and collections, explaining rate schedules, conservation measures and service regulations. Incumbents in this position will gain the knowledge to work in all areas of the Customer Relations Department.

JOB FUNCTIONS: To perform this job successfully, an individual must be able to perform each essential function of the job satisfactorily. Indicate whether the function is an essential function (EF) or a secondary function (SF) of the position. Essential functions are those activities that, if not performed, would significantly and fundamentally alter the position. Typically, essential functions account for the largest commitment of time. Secondary functions are activities not fundamental to the job and may need to be relaxed to accommodate an otherwise qualified applicant with a disability. In the aggregate, secondary functions typically account for less than 15% of the job scope.

# EF/SF % of Time Job Functions

• EF 20% Assist customers and general public by telephone, in person, or via email. Works as a liaison between customers, engineers, and other staff members. Creates new utility accounts, accurately maintains current customer account information by processing new service applications, assisting with payment arrangements, updating customer account records, processing customer payments and entering meter read data.
• EF 20% Process payments using check processing system, and in person customer payments.
• EF 15% Explain customer billing invoices and letters. Provide notifications of pending credit and collection actions.
• EF 10% Respond to general customer service inquiries via phone, in person, and online by answering questions and directing customers to other employees or agencies, as needed.
• EF 15% Balance cash drawer by validating payments received, reconciling to system, and preparing bank deposits.
• EF 10% Assist customers with requests by generating service field orders.
• SF 5% Be available during electrical, water, and or wastewater outages to provide coverage for Call Center (24 x 7).
• EF 5% Perform various other duties as assigned including, but not limited to, archiving, training, and research.

QUALIFICATIONS: The qualifications listed below are representative of those required, but reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Post-Secondary Education: Associate’s degree (A. A.) or equivalent from two-year college or technical school; or equivalent combination of education and experience.

Experience: Requires a minimum of two (2) years’ progressively responsible customer service experience, including electronic customer account maintenance, cash handling, payment processing and customer support. Utility industry experience preferred.

Specific KSA’s: A fully skilled incumbent will have the following specific knowledge, skills, and abilities:

Knowledge

• Requires thorough knowledge of District Utility Service regulations, rates, polices, customer billing and collection procedures.
• Strong understanding of C2M billing system and ability to fix billing system errors and issues.
• Requires thorough knowledge of credit and collection processes.

Skills & Abilities:

• Requires excellent customer service skills and verbal communication skills to work effectively with the public and District employees.
• Must be skilled in the operation of office equipment such as multi-line phone systems, calculators/ten-key and computers.
• Must be flexible, detail oriented, respectful, positive and open minded.
• Ability to work in a fast-paced environment where multi-tasking skills are essential
• Requires the ability to maintain accurate financial records and reports, ability to perform simple mathematical calculations, and ability to exercise sound judgment in making decisions in accordance with applicable laws, regulations, policies, and procedures.
• Also requires the ability to communicate effectively and professionally with customers and the public, ability to maintain effective working relationships with other employees.
• Requires ability to read computer printouts, process a large volume of fiscal transactions rapidly and accurately and learn new computer applications in a timely fashion.
• Ability to mitigate and fix meter exceptions and system errors linked to Meter Data Management and complex understanding of field orders and field work as it relates to C2M.

Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization. Must be proficient in reading, writing and speaking English. Bilingual fluency in English and Spanish is preferred.

Computers & Equipment: A fully skilled incumbent will have the ability to utilize the following software, hardware, or equipment: To perform this job successfully, an individual is required to have basic knowledge of Microsoft Excel; Microsoft Outlook; Microsoft Word, General Office Equipment; Oracle C2M; Online Bill & Payment System Biller console; Ltron and Orion.

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; perform repetitive hand or arm motion. The employee is frequently required to use hands to finger, handle, or feel; and talk, hear. The employee is occasionally required to stand; walk; reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level is usually moderate.

OTHER REQUIREMENTS: An employee may not be hired or transferred to a job, or continue in a job if currently employed, if they do not satisfy the following job requirements. These District requirements cannot be waived by supervisors.

Pursuant to the Cardholder Information Security Program (CISP) of 2001, Chelan County Public Utility District #1 is mandated to conduct background screening of personnel granted rights to access credit card holder information.

The statements contained herein reflect general details as necessary to describe the principal functions for this job, the level of knowledge and skill typically required, and the scope of responsibility. This should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload.

Chelan PUD is an Equal Employment Opportunity employer (EOE Minorities/Females/Protected Veterans/Disabled). We value diversity at all levels of the organization. All qualified applicants will receive consideration for employment without regard to any protected classifications as defined by law.

EEO Law Posters can be found on the main Careerspage in English and Spanish.

Chelan PUD will not be offering any work visa sponsorship for this role.

Pay Transparency Nondiscrimination Provision

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)

Job Type: Full-time

Pay: From $29.27 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Wenatchee, WA: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location