Customer Service Representative, Technical

Full Job Description

This advertisement is to create a list that will be used to fill Customer Service Representative, Technical (CSRT) vacancies for the City of Tacoma and Tacoma Public Utilities for a period of one year. Join a team committed to delivering equitable, accurate, and customer-centered service that supports essential public services in our community.

This is the second level in the Customer Service Representative series, CSRTs perform advanced customer service duties across in-person, telephone, and electronic service channels. Incumbents resolve complex customer account issues, including billing discrepancies, account research, audits, and advanced corrections, while ensuring accuracy and compliance with policies and regulations. CSRTs serve as subject matter experts, applying sound judgement and independent decision-making to resolve complex issues, interpret policies and support consistent service delivery.

This classification represents the technical progression from Customer Service Representative and prepares employees for Lead and Supervisory roles through increased responsibility, independent decision-making, and subject matter expertise.

These are representative of the work performed. Other duties related may be assigned:

• Deliver equitable, accurate and customer-focused service across all interactions
• Resolve complex customer issues involving billing, payments, account adjustments, and policy interpretation
• Research, analyze, and audit customer accounts to identify and resolve discrepancies
• Ensure accurate and thorough documentation of all customer interactions and account activity
• Navigate and utilize multiple customer information systems to complete work efficiently and accurately
• Apply empathy and de-escalation techniques when handling challenging or sensitive customer situations
• Monitor account activity and identify trends or recurring issues impacting customers or operations
• Provide guidance and support to peers on complex issues, services as a resource for policies and procedures, as well as assist with training of staff as needed.
• Demonstrate accountability for individual performance metrics, including accuracy, productivity, and customer experience outcomes.

Vacancies may occur within the following departments (work locations and schedule will vary by position):

Tacoma Public Utilities
Tacoma Public Utilities provides services that are vital to your quality of life. A CSR Tech works with internal and external customers on complex billing questions and concerns. You can learn more about Tacoma Public Utilities here.

Fire
CSRTs within Tacoma Fire will have primary responsibilities of conducting Emergency Medical Services (EMS) billing and auditing – this includes understanding medical billing, insurance and HIPAA regulations, and payment processing. For more information about our EMS billing program, see this page on Tacoma Fire’s website.

Finance
Finance’s mission is to support a thriving, livable community through collaboration, transparency, and strong financial management. As a CSRT, you will be the primary point of contact for our customers and may be responsible for resolving tax, license, assessment, special projects, and financial issues that require research and advanced records corrections skills.

Environmental Services
CSRTs support the City of Tacoma's Wastewater, Surface Water and Solid Waste utilities. You can learn more about the City of Tacoma's utility services on our Environmental Services page.

Applicants who apply and meet minimum qualifications will be invited to take an online test. Details and the test link are anticipated to be sent via email the week of April 27, 2026. Be sure to check your junk folder for this email so you don't miss the deadline.

Bilingual candidates are encouraged to apply.

Requirements

• Graduation from high school or equivalent and
• 2+ years of customer service experience for a business or agency, including experience interpreting, applying and explaining rates, codes and regulations.

LICENSING, CERTIFICATIONS AND OTHER LEGAL REQUIREMENTS FOR TACOMA FIRE ROLES:

• Certified Ambulance Coder designation or ability to attain the designation within six months of hire.

Qualifications

Knowledge:

• Customer service principles and practices
• City and governmental policies and procedures
• Office practices and procedures
• Government structure and process, office technologies, and appropriate language usage
• Thorough knowledge and use of related computer software

Skills:

• Advanced problem solving and critical thinking
• Performance of basic accounting mathematical calculations
• Advanced customer accounting and collection operations
• Ability to interpret, apply and explain rates, codes, rules, regulations, policies and procedures
• Strong verbal and written communication
• Effective time management and organization and ability to analyze situations and determine appropriate courses of action

Ability:

• Resolve technical customer service issues and explain detailed account information clearly
• Interpret computer printout data
• Perform multiple tasks simultaneously in a fast-paced environment
• Follow written and verbal directions
• Establish and maintain effective working relationships, while maintaining professionalism during difficult or emotionally charged interactions

Additional Information

City of Tacoma Commitment to Diversity and InclusionTacoma'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.ApplyAll 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.Compensation & BenefitsPay Details:Hourly Rate: $38.11- $42.02Employee Benefits | City of TacomaGet AssistanceFor assistance with the application process or questions regarding this job announcement please contact the Human Resources office at (253) 591-5400 by 4:00 p.m.

of the closing date of the job announcement.For technical difficulties using the NEOGOV system, call the applicant support line at 1-855-524-5627 between 6:00 a.m. and 5:00 p.m. Pacific Standard Time.

This will allow us to assist you before the job announcement closes.Communication with the City of TacomaWe primarily communicate via email during the application process.

Emails from tacoma.gov and/or governmentjobs.com should 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 email folders.