Customer Service Representative; Term-Limited Temporary

Seattle City Light, a department of the City of Seattle, is one of the nation’s largest municipally owned utilities in terms of the number of customers served. Over the years we have worked very hard to keep Seattle's electricity affordable, reliable, and environmentally sound. Today, City Light is a recognized national leader in energy efficiency and environmental stewardship.

We are hiring 2 Customer Service Representative (Term Limited Temporary) positions to work for 2 years. The Customer Service Representative (CSR) performs a variety of tasks. The main task is to remotely disconnect/reconnect customers' power due to delinquent accounts. The role includes taking incoming calls regarding disconnects/reconnections, setting up payment plans, transferring balances from a customer's closed account to a new account in the territory, sending inactive accounts between $100 and $9,999 to PMT, and researching inactive accounts over $10,000 for law referral.

This position reports to the Credit & Collections Supervisor.

• Provide excellent customer service in a contact center environment.
• Respond to billing questions and complaints, explain billing process, rate structure, and consumption patterns to utility customers, answer customer questions regarding individual bills, and refer customer service complaints to appropriate personnel for correction and/or follow‑up actions.
• Update and maintain accurate account information in the computerized customer billing system by putting in changes, such as name and address changes, and billing adjustments such as adding/removing fees associated with power disconnections.
• Assist customers with questions regarding special utility programs, services, and payment plans, in accordance with established guidelines and procedures. Explain policies and procedures to utility customers.
• Explain special billing and service programs to customers, e.g., Budget Billing, low‑income utility assistance; determine probability of eligibility based on specific written guidelines and refer customers to appropriate office/agency.
• Perform remote electric disconnects and reconnects.
• Perform other related duties of a comparable level/type as assigned.

In addition to the skills and experience mentioned below, a successful applicant will have experience that reflects a commitment to creating fair and equitable outcomes and has:

• Requires a minimum of one year of clerical and/or experience in a billing process (or a combination of education and/or training and/or experience which provides an equivalent background required to perform the work of the class).

• One or more years of direct public contact experience in a billing process and/or customer service role of explaining, negotiating, and handling difficult billing, accounting, and customer service issues.
• One or more years of outbound collection experience.
• Computer skills, Excel, Word, Outlook.
• Ability to work in a team environment.
• Ability to effectively diffuse upset customers.
• Ability to assimilate and follow processes and procedures.
• Excellent verbal and written communication skills.

The full salary range for this position is $32.31 to $36.17 per hour.

• A cover letter in which you clearly describe how your knowledge, experience, skills, and abilities prepare you for the job responsibilities and qualifications outlined in the job announcement.
• A current resume of your educational and professional work experience.

This position is open to all candidates that meet the qualifications. Seattle City Light 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. Seattle City Light encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQIA+, people with disabilities, veterans, and those with diverse life experiences.

Job offers are contingent on the verification of credentials and other information required by the employment process,…