Utility Service Representative

Full Job Description

Seattle Public Utilities (SPU) is seeking a dedicated Utility Service Representative (USR) to join our Customer Affordability Programs & Services (CAPS) Unit.

The CAPS team plays a critical role in helping customers, particularly seniors, individuals with disabilities, and low-income households access SPU’s affordability programs and financial assistance resources.

As a USR in the CAPS Unit, you will serve as a primary point of contact for customers seeking support with affordability programs.

You will guide customers through program eligibility requirements, assist with application intake and processing, provide updates on application status, and ensure customers are informed about available services.

You will also play a key role in supporting the distribution of pledges and disbursements that help households maintain essential utility services.

This position also supports SPU’s community outreach and engagement efforts.

You will participate in outreach events, work with community based organizations, and help raise awareness about SPU’s affordability programs.

In addition, you will contribute to ongoing process improvement initiatives by identifying system inefficiencies and recommending enhancements that improve customer experience and advance equity across SPU.

This position is ideal for someone who is customer focused, collaborative, and passionate about helping vulnerable households access essential services.

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), check out the:

• SPU Website
• SPU Workplace Expectations
• 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.

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

Requirements

In this role, the Utility Service Representative will:

Customer Support & Application Processing

• Assist with intake, review, and tracking of affordability program applications.
• Provide direct customer service by phone, email, and in-person regarding eligibility, required documentation, and application status.
• Support distribution of pledges and disbursements for SPU’s affordability and emergency assistance programs.

Program Outreach & Community Engagement

• Participate in community outreach events to raise awareness of affordability programs.
• Build and maintain relationships with community-based organizations to support program access and participation.

Program Coordination & Administrative Support

• Respond to customer inquiries regarding utility assistance programs and related service needs.
• Maintain accurate customer records in SPU systems.
• Coordinate with other SPU work groups to resolve customer issues and ensure coordinated service delivery.

Process Improvement & Equity Support

• Identify opportunities to improve workflows and enhance customer experience.
• Recommend improvements to program procedures, communication practices, and service delivery where needed.

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: Two (2) years of utility, utility sales, public relations or other work in which contact with the public was a significant factor

Education: Two (2) years of college coursework in utilities infrastructure, business administration, or related field may substitute for a maximum of one year of the required experience.

Work Environment/Physical Demands:

• The majority of the work of this class is performed in the field, and frequently outdoors in all weather conditions, on construction sites and in adverse terrain.
• Work is occasionally performed near high voltage equipment.

License, Certification and Other Requirements:

• Current Washington State driver's license.

Work Environment/Physical Demands:

• Work is split between field and office work/teleworking.
• Work performed in the field is in all weather conditions.
• This position will be required to conduct regular periodic field visits to residences and business.
• Expected to be able to bend, kneel/squat
• Able to lift up to 50 pounds.

The ideal candidate should possess:

The ideal candidate will bring strong customer service skills, cultural awareness, and a commitment to equitable service delivery. A strong candidate will demonstrate:

Core Competencies

• Openness and innovation, with a willingness to explore new approaches.
• Commitment to improving processes and service delivery for customers.
• Flexibility and adaptability to changing program needs and priorities.
• Resourcefulness and sound independent decision-making.
• Excellent communication and interpersonal skills.
• Comfort working with internal and external customers, both in person and over the phone.
• Strong organizational and multitasking abilities.
• Ability to collaborate with other departments and community partners.
• Familiarity with SPU Affordability Programs or the ability to learn them quickly.

Technical & Professional Skills

• Proven ability to communicate clearly and professionally in a multicultural environment.
• Experience with billing and account or customer managements systems such as MSCS, CCB, MDM, or similar applications.
• Ability to adapt to and use new and existing technology, including Microsoft Office, Adobe, smartphones, electronic work management tools, and GIS.
• Experience working in high-volume, fast-paced environments with shifting priorities.
• Ability to model SPU Workplace Expectations and City values, including Safety, Respect, Diversity, Trust, Humor, Productivity, Integrity, Innovation, Partnership, and Accountability.

Additional Information

The full salary range for this position is $41.90 – 48.77 per hour.

Application Requirement(s):

1. A complete NEOGOV/Government Jobs on-line application

2. Attached Resume & Cover Letter describing your skills and experience in relation to this position.
3. Supplemental Questions Responses

*** You must include both a resume and cover letter. If you do not submit these documents, your application will not be considered. Please ensure that BOTH documents have successfully been uploaded before submitting your application. *

Pre-Employment/Pre-Placement Requirements:

• 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.
• SPU’s safety program requires a pre-employment physical as a condition of employment in this position.
• If you are selected to advance in this hiring process, you may be asked to acquire a Full Washington Driver Abstract from the Department of Licensing. Please do not provide until requested.

Benefits: 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

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 Danielle Sheridan at danielle.sheridan @seattle.gov.

Learn more about Seattle Public Utilities at our web page www.seattle.gov/util/.