TEMPORARY Contact Center Utility Account Representative, Trainee (MULTIPLE)

Full Job Description

Do you want to be a part of a dynamic team that makes a difference in the lives of your community? Would you enjoy working in the heart of the city in a bustling environment?

Seattle Public Utilities' Customer Care Division is seeking 'multiple' temporary Contact Center Representatives (Utility Account Representative Trainees) to join our Joint Utility Contact Center. Our representatives are the first point of contact for many Seattle Public Utilities and Seattle City Light customers and they play an important role in answering and resolving billing-related questions and issues related to water, sewer, drainage, solid waste, and electric services.

For the first eight (8) weeks of training, the work schedule will be 8:00 AM–5:00 PM and performed in the office.

Following the training period, employees will continue working on the Contact Center floor until they consistently meet performance expectations and demonstrate reliability, schedule adherence, and quality service.

Employees will work an eight (8)-hour shift scheduled between 7:25 AM and 6:10 PM. Strict attendance is required, particularly during the initial training and onboarding period.

Adherence to assigned schedules, including start and end times and breaks, is critical to supporting customers and team operations.

To be eligible for remote work, employees must live within three (3) hours of the work location, demonstrate consistent and reliable performance and productivity, have dependable high-speed internet, and maintain a suitable, distraction-free work environment that supports consistent performance and productivity.

This position is technology-driven and operates in a virtual environment once remote eligibility is met.

Successful candidates must be comfortable working independently with technology, including troubleshooting basic application or computer issues, installing and setting up required equipment, and navigating multiple systems simultaneously.

The ability to adapt to new tools, manage work digitally, and communicate effectively through online platforms is essential.

These temporary assignments are approved for up to 10-months. These assignments are initially ineligible to receive health care or paid leave benefits but will receive premium pay in lieu of these benefits.

Temporary assignments with the City of Seattle cannot automatically be converted to regular positions, but temporary work provides an excellent opportunity to gain experience working in a City office environment.

About Seattle Public Utilities: Seattle Public Utilities (SPU) is a community-centered utility that delivers vital services to Seattle residents and businesses including drinking water, drainage and wastewater, and garbage/recycling/compost.

SPU also provides drinking water for 1.5 million customers in the region. SPU’s work includes system maintenance and improvements and keeping Seattle clean.

Over 1,400 SPU employees work with our community to provide affordable and equitable stewardship of our water and waste resources for future generations.For more information about Seattle Public Utilities (SPU), checkout the:

• SPU Website
• SPU Workplace Expectation
• Strategic Business Plan

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.

Requirements

• Receive and respond to service and billing inquiries from residential and commercial utility customers regarding water, sewer, drainage, solid waste, and electric services by telephone, in-person, and through written correspondence in a professional and timely manner with minimum customer effort.
• Research and analyze account information to accurately answer customer questions and resolve customer concerns.
• Create and update customer account records, document information regarding customer interactions in utility billing system.
• Assist customers in resolving delinquent accounts and establishing payment plans, when applicable.
• Provide income-eligible customers information regarding rate discount and payment assistance programs to help reduce utility costs.
• Accurately and effectively handle a high volume of customer calls throughout the day.

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: One (1) year of customer service/contact center experience and/or experience in a billing process.


Work Environment:

• Energetic atmosphere with elevated noise levels due to line of work.
• Fun, team-oriented environment that relies on individual excellence with a focus on high-volume customer service.
• Long periods of time staring at computer screens with repetitive head and hand movements for headset, keyboard, and mouse usage. Workplace manipulation allows for sitting, standing, and activity within commonly performed tasks.
• Individuals must be able to work overtime and/or weekends in the event of an emergency (i.e. unscheduled power outages), scheduled training, and/or dedicated assigned work.

Additional Information

How to Apply:

In addition to fully completing the online application, we require candidates to attach a resume and cover letter. Your cover letter should address how your knowledge, skills and experience(s) relate to this position.

The full salary range for this position is $31.77 per hour - $33.10 per hour.

*Temporary employees begin at Step 1 of the pay progression, at $31.77 per hour.

This hiring process involves a background check of conviction and arrest records in compliance with Seattle’s Fair Chance Employment Ordinance, SMC 14.17. Applicants will be provided with an opportunity to explain or correct background information.

Workplace Environment (*Telework Expectation):
This position allows for the flexibility of a hybrid work schedule. City employees will have the option to work remotely two days a week. Individual schedules will be agreed upon by the employee and their supervisor.

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.

If you have any questions, please contact Heather Baldwin-Stewart at Heather.BaldwinStewart@seattle.gov.