Customer Service Representative

Customer Service Representative

Salary

$25.34 - $34.63 Hourly

Location

Carlsborg

Job Type

Regular, Full-time, Non-Exempt Represented

Job Number

202600029

Department

Customer Service

Opening Date

05/27/2026

Closing Date

Continuous

• Description
• Benefits
• Questions

Purpose

To receive and process customer payments, account inquiries and adjustments, and requests for service in accordance with the Districts customer service regulations, policies and charges. To consistently provide excellent customer service to both internal and external customers that facilitates accomplishment of the Districts mission and goals.

Job Description

ESSENTIAL JOB FUNCTIONS:

• Answer and direct incoming telephone calls.
• Greet and work with the public effectively, courteously and professionally at all times.
• Receipt customer payments, mail and various miscellaneous payments. Process drop box, maintain kiosks as needed, and balance cash drawer.
• Process and direct customer correspondence.
• Make payment arrangements for past due accounts.
• Process new services and connects/reconnects/disconnects (data entry), cost estimates, meter changes and billing adjustments to customer accounts. Prepare and process closing bills.
• Process Budget Payment Plan, Discount applications, Continuous Service Agreements and other various forms/agreements.
• Perform collections of delinquent active accounts.
• Clearly communicate and apply the Districts service regulations, rates, and charges for customers.
• Process customer payments utilizing remittance processing and other equipment as needed.
• Perform work with a high level of accuracy and professionalism in a high-paced environment.

ADDITIONAL JOB FUNCTIONS:

• Bank daily deposit when directed.
• Notify customers of scheduled outages as needed.
• Perform other duties as assigned, including working in any District office as needed.

JOB STANDARDS:

Knowledge, Skills and Abilities:

• Basic skills for operation of a computer work station required.
• Accurate typing at 30 wpm and operation of a 10-key calculator by touch at 100 strokes per minute required.
• Working knowledge of filing systems required.
• Math, reading and writing skills as related to job functions required.
• Demonstrated high level of cooperation within the work group and with other departments required.
• Ability to communicate clear and concise instructions and information to coworkers, supervisors, customers and others.
• Ability to complete monetary transactions accurately.
• Ability to understand and follow written and verbal instructions.
• Ability to multitask and consistently perform quality work and work without close supervision and to make sound decisions compatible with prior instructions in a high-paced environment.
• Ability to operate equipment efficiently to facilitate completion of job functions.
• Develop a working knowledge of the Districts policies and procedures and customer information system.
• Develop a working knowledge of safe work practices, accident prevention procedures and equipment as related to job functions.
• Demonstrate a positive attitude, good work ethic and promptness in work arrival and in accomplishing all tasks.

Education, Experience and Training:

• High school diploma or equivalent required.
• Experience in cashiering, customer service and computer word processing is preferred.
• Post high school training in business-related subjects is preferred.

Other Requirements:

• Pass a District physical examination and be able to perform essential job functions.
• Must have, or obtain within six months of employment or assignment to this position, a valid Washington State drivers license. Employees moving from out of state must obtain a Washington State license in accordance with Washington State law.
• Must have a safe driving record.
• Must work emergency and prearranged overtime.

WORKING CONDITIONS:

• The job functions will be performed in an indoor, office environment.
• The job functions include working with persons who exhibit many types of personalities and behaviors.

PHYSICAL REQUIREMENTS:

• The work requires the ability to lift and carry up to 20 pounds.
• The work requires the ability to operate office machines, tools and equipment.
• The work requires the ability to answer questions and communicate with coworkers, customers and others in person, on telephones and mobile radios.
• Work activities involve sitting for extended periods, lifting and carrying.

EQUIPMENT AND VEHICLES:

• The job requires use of general office equipment, ten-key adding machine, typewriter, personal computer work stations, remittance processor, cellular and regular telephones.
• The job may require driving District vehicles such as automobiles and pickup trucks.
• Future work practices may necessitate the use of different equipment, vehicles and tools.

Step Advancement

Step 1 - $25.34 per hour

Step 2 - $27.56 per hour

Step 3 - $30.03 per hour

Step 4 - $32.42 per hour

Step 5 - $34.63 per hour

STEP 1

The following are the skills and knowledge required to advance from Step 1 to Step 2.

1. Must read the Customer Service Procedure Manual and display a clear understanding of the Customer Service Objectives.

2.Must demonstrate a high level of dependability and cooperation, as well as provide excellent service to inside and outside customers, and display the following work skills:

• Dependable, must arrive on time, not abuse break periods.
• Efficient and accurate work habits in a high-paced environment.
• Ability to prioritize work.
• Strong cooperative skills within the Department and with other departments.
• Consistent good judgment.

3. Must demonstrate dedication to District safety standards and Department goals.

4. Must have basic understanding of different rates and rate classes.

5. Must have working knowledge of and use the proper phone procedures, particularly the console for the proper handling of incoming calls.

6. Must have the ability to direct customers who come into the lobby to the proper department(s) and District meeting rooms.

7. Understand and use proper procedure for signing up a new customer for service. In addition, must have the ability to properly collect and account for the associated fees.

8. Must have knowledge of the different forms and computer paths used and be able to key in the pertinent data.

9. Must have the ability to receipt customer payments and display a high rate of accuracy and proficiency for handling cash transactions.

10. Must have the ability to balance assigned cash drawer, using established procedures. Must follow security provisions for handling cash at all times.

11. Complete orientation with the Water Department.

12. Must have basic knowledge of all customer information display screens on the computer.

13. Must become familiar with meter reading procedures in addition to the pertinent dates for making payment arrangements.

14. Be responsible for assigned work station. Must use proper procedures for logging off when vacating the work station or at the end of the shift.

15. Must have well developed oral and written communications skills and good listening skills.

STEP 2

The following are the skills and knowledge required to advance from Step 2 to Step 3.

1. Must display proficiency in all of the requirements as listed in Step 1.

2. Must be able to work well with less supervision.

3. Must understand District services available to customers, required but not limited to:

4. Budget Payment Plan set up and analysis process.

5. Discount Programs, how to set up, proper rates.

6. Be able to direct customers to the current available conservation programs, appropriate person or web page.

7. Native American tax-exempt process.

8. Green Power.

9. Assist customers to set up automatic payments.

10. Must have working knowledge of District credit policies.

11. Must have demonstrated a working knowledge of how all meters are read and billed.

12. Assist in handling the disconnects for non-pay. Must become familiar with the reports and alerts used in this process.

13. Must have knowledge of when to contact the Billing Department for account assistance and bill corrections.

14. Have working knowledge of creating service orders for construction connects and understanding the different forms and computer paths used for service work.

15. At least 1 day spent in the field with a Meter Technician.

STEP 3

The following are the skills and knowledge required to advance from Step 3 to Step 4.

1. Must display proficiency in all of the requirements as listed in Steps l and 2.

2. Must be able to prepare the daily office bank deposit.

3. Must understand and have the ability to prepare any necessary adjustments to customer accounts, whether debit or credit.

4. Must understand and have the ability to key in record changes as well as meter changes.

5. Must have a working knowledge for the handling of closing bills and the preparation of customer refunds, if appropriate.

6. Must understand procedures for handling collection problem active accounts.

7. Must understand the procedure for mailing out closing bills and reminder notices on finaled accounts. Must determine which accounts are to be sent to the collectors, and submit them to the Deputy Treasurer.

8. Must be able to work well with minimal supervision.

9. Must have the ability to work the other area offices when needed.

10. Complete orientation with Serviceman Representative.

11. Must be able to and be responsible for opening and closing of the office and vault, maintain kiosks as needed, and process drop boxes accurately.

12. Have working knowledge and proficiency in remittance processing.

STEP 4

The following are the skills and knowledge required to advance from Step 4 to Step 5.

1. Must display proficiency in all of the requirements as listed in Steps l, 2, and 3.

2. Must be demonstrating the ability to efficiently perform all job functions with high accuracy.

3. Must be able to work well without supervision.

4. Must be able to train others in necessary job skills.

5. Must have the leadership ability to promote cooperation among coworkers and other departments.

6. Must have the ability and be willing to assume new projects.

7. Must be able to travel to outer offices and fill in as needed.

8. Must have working knowledge of all rate classes, water and wastewater accounts and the statements for same, and have the ability to relate necessary information to the customer in the absence of the Customer Services Supervisor.

9. Receive large power training.

We offer a benefits package, dependent on position, to employees that may include health care, dental, vision, retirement, deferred compensation plans, health reimbursement account, life insurance, holidays, paid time off, and sick leave.

01

Describe your experience, knowledge and years of experience in customer service.

02

Describe your experience, knowledge and years of experience in receipting payments and balancing cash drawers.

03

Describe your experience, knowledge and years of experience performing collections of delinquent accounts.

04

Describe your experience, knowledge and years of experience dealing with difficult or angry customers.

05

Describe your experience, knowledge and years of experience with data entry and software proficiency.

06

Describe your experience, knowledge and years of experience training other employees in job-related functions.

07

Describe your experience, knowledge and years of experience with filing systems.

08

Give a brief description of your communication skills.

09

Describe your experience, knowledge and years of experience in computerized customer service information systems.

10

What is your typing speed?

11

Can you operate a 10-key adding machine by touch?

• Yes
• No

12

Do you have a High School diploma or equivalent?

• Yes
• No

13

Name of college/university.

14

Have you completed any college level accounting courses? If yes, please list courses completed.

15

List any additional education and related courses helpful to this position.

16

How did you hear about this job opportunity?

17

I am aware that the beginning rate of pay for this position is Step 1 as outlined in the wage rates.

• Yes
• No

Required Question

Employer PUD #1 of Clallam County

Address PO Box 1000

Carlsborg, Washington, 98324

Phone 360-565-3276

Website http://www.clallampud.net