An online application including cover letter, resume and response to the

supplemental questionnaire must be completed for consideration.

Seattle Public Utilities (SPU) has an opportunity for a Utility Service Representative (USR) 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.

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.

SPU commits to Our City Values and Race and Social Justice 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.

Why join us?

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:

• Hybrid work schedule opportunities
• Family-friendly and multicultural work environment
• Generous benefits package
• Free public transportation options
• City pension plan with employer/employee contributions
• Growth potential and advancement opportunities

• 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 CCB/MDM 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.

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.

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.

Recruiter Contact: For more information regarding this recruitment, please contact: Danielle Sheridan at danielle.sheridan@seattle.gov

Benefits Statement:

• 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

Application Requirement:

• Please attach resume and cover letter in addition to your application. If you do not submit these documents, you will no longer be considered.
• As a part of the application process a complete Washington State Drivers Abstract will be required for the most competitive applicants. Please do not provide until requested.

Learn more about Seattle Public Utilities at www.seattle.gov/util/ and check us out on social media.