Customer Service Representative I
APPLICATION MATERIALS
Applicants are required to submit a combined cover letter and resume in one document. Your cover letter must summarize the following:
Cover letters that do not address all three of the above topics will not be considered.
To expedite the application process, combine your cover letter and resume into one PDF document before applying and upload electronically when requested in the online application process.
This position is OPEN UNTIL FILLED and applicants are encouraged to apply immediately. Applications will be reviewed starting June 2, 2025.
Interested parties are also invited to contact Human Resources at joblist@chelanpud.org to discuss the position.
- Describe your interest in working at Chelan County PUD.
- Summarize your experience related to customer billing including the types of billing you have experience with, as well as your experience handling and/or resolving customer concerns related to incorrect or "high" bills.
- Summarize your experience in various computer systems or software.
Cover letters that do not address all three of the above topics will not be considered.
To expedite the application process, combine your cover letter and resume into one PDF document before applying and upload electronically when requested in the online application process.
This position is OPEN UNTIL FILLED and applicants are encouraged to apply immediately. Applications will be reviewed starting June 2, 2025.
Interested parties are also invited to contact Human Resources at joblist@chelanpud.org to discuss the position.
CONTRACT RATE
$31.81 per hour increasing to $34.52 after six months.
BENEFITS EPOA
In addition to any State mandated benefits, employees also enjoy the following benefits,
- Competitive wages
- Outstanding benefits which include zero cost employer funded medical, dental, and vision healthcare benefits
- Leave benefits including paid leave starting at 21 days (3.23 hours/week prorated based on hours paid) per calendar year up to 35 with tenure
- Paid Holidays – up to 11 days per calendar year, paid jury duty.
- Employee Assistance Program
- State Retirement PERS participation (positions working 70 hours per month for at least 5 months each year)
- Optional 457 plan participation with employer matching 401(a) plan
- VEBA health reimbursement account
- Optional Healthcare and Dependent Care Flexible Spending Accounts
- Life/Voluntary Life & Long-Term Care plan option
- Short-Term Disability & Long-Term Disability
- Recognition programs and position specific stipends
- Award Stipends: Safety, Employee Appreciation, Retirement Awards
JOB POSTING
Customer Service Representative I
Overview
Under general supervision, this position provides customer service to both internal and external customers regarding electric, water, and wastewater services. Works closely with and provides support to the service department, customer service engineering, meter shop, conservation, accounts payable, treasury, water department and fiber. Responds to customers general inquiries, billing questions, including high bill concerns, updating various customer records, accepting payments, handling credit and collections, explaining rate schedules, conservation measures and service regulations. Incumbents in this position will gain the knowledge to work in all areas of the Customer Relations Department.
Responsibilities
Supervisor - Customer Relations
Overtime exemption
Non-Exempt
Qualifications
Education
Equivalent experience (year for year) may substitute for required education.
A fully skilled incumbent will have the following knowledge skills & abilities:
Working Conditions
Chelan PUD is an Equal Employment Opportunity employer (EOE Minorities/Females/Protected Veterans/Disabled). We value diversity at all levels of the organization. All qualified applicants will receive consideration for employment without regard to any protected classifications as defined by law.
EEO Law Posters can be found on the main Careers (chelanpud.org) page in English and Spanish.
The job functions and physical requirements described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Overview
Under general supervision, this position provides customer service to both internal and external customers regarding electric, water, and wastewater services. Works closely with and provides support to the service department, customer service engineering, meter shop, conservation, accounts payable, treasury, water department and fiber. Responds to customers general inquiries, billing questions, including high bill concerns, updating various customer records, accepting payments, handling credit and collections, explaining rate schedules, conservation measures and service regulations. Incumbents in this position will gain the knowledge to work in all areas of the Customer Relations Department.
Responsibilities
- Assist customers and general public by telephone, in person, or via email. Works as a liaison between customers, engineers, and other staff members. Creates new utility accounts, accurately maintains current customer account information by processing new service applications, assisting with payment arrangements, updating customer account records, processing customer payments and entering meter read data.
- Process payments using check processing system, and in person customer payments.
- Explain customer billing invoices and letters. Provide notifications of pending credit and collection actions.
- Respond to general customer service inquiries via phone, in person, and online by answering questions and directing customers to other employees or agencies, as needed.
- Balance cash drawer by validating payments received, reconciling to system, and preparing bank deposits.
- Assist customers with requests by generating service field orders.
- Be available during electrical, water, and or wastewater outages to provide coverage for Call Center (24 x 7).
- Perform various other duties as assigned including, but not limited to, archiving, training, and research.
- Maintain regular and predictable attendance: Perform related duties and responsibilities as required. Comply with District policies. Complete all required training. Maintain a working knowledge and comply with District safety procedures and specific safety requirements of this position, and those in accordance with applicable provisions of the Revised Code of Washington (RCW) and Washington Administrative Code (WAC).
Supervisor - Customer Relations
Overtime exemption
Non-Exempt
Qualifications
Education
Equivalent experience (year for year) may substitute for required education.
- Associate Degree (A. A.) or equivalent from two-year college or technical school; or equivalent combination of education and experience is required.
- 2+ years progressively responsible customer service experience, including electronic customer account maintenance, cash handling, payment processing and customer support is required.
- Utility industry experience is preferred.
A fully skilled incumbent will have the following knowledge skills & abilities:
- Requires thorough knowledge of District Utility Service regulations, rates, polices, customer billing and collection procedures.
- Strong understanding of C2M billing system and ability to fix billing system errors and issues.
- Requires thorough knowledge of credit and collection processes.
- Requires excellent customer service skills and verbal communication skills to work effectively with the public and District employees.
- Must be skilled in the operation of office equipment such as multi-line phone systems, calculators/ten-key and computers.
- Must be flexible, detail oriented, respectful, positive and open minded.
- Ability to work in a fast-paced environment where multi-tasking skills are essential
- Requires the ability to maintain accurate financial records and reports, ability to perform simple mathematical calculations, and ability to exercise sound judgment in making decisions in accordance with applicable laws, regulations, policies, and procedures.
- Also requires the ability to communicate effectively and professionally with customers and the public, ability to maintain effective working relationships with other employees.
- Requires ability to read computer printouts, process a large volume of fiscal transactions rapidly and accurately and learn new computer applications in a timely fashion.
- Ability to mitigate and fix meter exceptions and system errors linked to Meter Data Management and complex understanding of field orders and field work as it relates to C2M.
- To perform this job successfully, an individual is required to have basic knowledge of Microsoft Excel;
- Microsoft Outlook; Microsoft Word, General Office Equipment; Oracle C2M; Online Bill & Payment System Biller console; Ltron and Orion.
- Must be proficient in reading, writing and speaking English.
- This position communicates with the public more than 20% of the time. Bilingual fluency in English and Spanish is preferred.
- Pursuant to the Payment Card Industry Data Security Standards (PCIDSS), Chelan County Public Utility District #1 conducts background screening of personnel granted rights to access customer credit or debit card holder data or the data environment
- Sitting - Regularly
- Standing - Frequently
- Walking - Occasionally
- Lifting 1-10 lbs Floor-Waist - Occasionally
- Lifting 1-10 lbs Waist-Shoulders - Occasionally
- Lifting 1-10 lbs Above Shoulders - Occasionally
- Lifting 11-25 lbs Floor-Waist - Occasionally
- Lifting 11-25 lbs Waist-Shoulders - Occasionally
- Stooping/Bending - Occasionally
- Reach Waist to Shoulder - Occasionally
- Wrist/hand/fingers manipulation (keyboarding, mousing, etc.) - Frequently
- Repetitive Motions - Frequently
- Talking - Frequently
- Hearing - Frequently
- Visual - Far Acuity - Occasionally
- Visual - Depth Perception - Occasionally
Working Conditions
- Noise Intensity Level: - Moderate
- Safety - Protect public and employee health and safety
- Stewardship - Acting on behalf of customer-owners, protecting public resources entrusted to us
- Trustworthy - Competence, integrity, respect
- Operational Excellence - High-quality innovative work execution
Chelan PUD is an Equal Employment Opportunity employer (EOE Minorities/Females/Protected Veterans/Disabled). We value diversity at all levels of the organization. All qualified applicants will receive consideration for employment without regard to any protected classifications as defined by law.
EEO Law Posters can be found on the main Careers (chelanpud.org) page in English and Spanish.
The job functions and physical requirements described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
BACKGROUND SCREENING
Pursuant to the Cardholder Information Security Program (CISP) of 2001, Chelan County Public Utility District #1 is mandated to conduct background screening of personnel granted rights to access credit card holder information.
DISCLAIMER
The statements contained herein reflect general details as necessary to describe the principal functions for this job, the level of knowledge and skill typically required, and the scope of responsibility. This should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload.
EEO
Chelan PUD is an Equal Employment Opportunity employer (EOE Minorities/Females/Protected Veterans/Disabled). We value diversity at all levels of the organization. All qualified applicants will receive consideration for employment without regard to any protected classifications as defined by law.
EEO Law Posters can be found on the main Careers page in English and Spanish.
Chelan PUD will not be offering any work visa sponsorship for this role.
Pay Transparency Nondiscrimination Provision
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)
EEO Law Posters can be found on the main Careers page in English and Spanish.
Chelan PUD will not be offering any work visa sponsorship for this role.
Pay Transparency Nondiscrimination Provision
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)
