Contact Center Representative (UAR Trainee)

• We have multiple job posts for Contact Center Representative Regular Employees, and Temporary. If you wish to be considered for any of these positions, you must apply for all you are interested in.**

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 Response Division is seeking multiple 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. As a result, 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 10 weeks during the training period, your schedule will be 8 AM – 5 PM in the office or from home (note that this is currently subject to change based upon COVID-19). After the training period, employees will move to the Call Center floor for a minimum of 90 days based on progressive job knowledge before they will be able to work remotely (dependent based upon COVID-19). The hired candidates will work an 8-hour work schedule ranging between 7:25 AM and 6:10 PM. Strict attendance is required especially during the first 3 months for training purposes. Adherence to a rigid schedule (start and stop times and breaks) is essential.

WHO SHOULD APPLY?

Seattle Public Utilities is looking to hire disciplined, dependable people who will be committed to delivering fast and friendly service to customers with high expectations. This is not the job for you if you cannot be present for and accountable to the needs of the people of Seattle. Consider becoming a part of the SPU team if you excel in fast-paced, metrics-based performance environments, are a strong critical thinker, and have a knack for figuring out answers to challenging questions. You must have excellent verbal and written communication, be able to multi-task, and possess a great work ethic.

WHAT’S IN IT FOR YOU?

• 1-year Trainee period that offers in-depth classroom and on-the-job training to learn policies, procedures, and how to effectively and efficiently use our technology to assist customers.
• For the first 10 weeks during the training period, your schedule will be 8 AM – 5 PM in the office. After the training period, employees will move to the Call Center floor for a minimum of 90 days based on progressive job knowledge before they will be able to work remotely.
• Graduation from Trainee to Utility Account Representative I, with pay currently starting at $29.11 and progressing to $35.13 per hour.
• Excellent benefits, including medical, dental, vision, retirement, and life insurance, as well as government-related incentives.
• 10 paid holidays, in addition to vacation and sick leave.

Required: Applicants must attach a current resume and cover letter which addresses relevant work experience, education, and training as it relates to this position.

About Seattle Public Utilities

Seattle Public Utilities (SPU) is a Community Centered Utility working to make Seattle the best place to live for everyone. We deliver high quality, vital services, across four major lines of business: providing water, solid waste, drainage and wastewater services for Seattle residents and businesses. In addition, SPU provides drinking water for 1.5 million regional customers in Seattle and other municipalities. Our customers depend on us to deliver high quality, reliable, and cost-conscious utility services and to achieve the highest benefits possible for every investment we make.

SPU commits to Our City Values, Workplace Expectations, and Racial Equity and Social Justice as core principles that guide our work. We support and hold ourselves accountable by eliminating barriers to access and providing employees with equitable opportunities for professional growth and advancement. Job Responsibilities

• Maintain a respectful and professional demeanor to customers, providing support and stellar service to all customers.
• 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.
• Possess the ability to redirect or diffuse customer frustrations.
• Ability to be a critical thinker, problem solver and good listener with empathy to seek positive solutions.

Qualifications

Experience

• One year of customer service/contact center experience and/or experience in a billing process.

Education/Experience Equivalency

• Other combinations of appropriate education, training, certifications, and experience will be evaluated on an individual basis for comparability to the minimum education and experience requirements.

The Ideal Candidate Profile

• Excellent customer service qualities, including attention-to-detail skills, friendly demeanor, calm while under pressure and written/verbal communication.
• Two (2) or more years of customer service and or contact center experience.
• Dedication to customers through track record of reliability and punctuality.
• Proactive mindset focused on finding solutions to customer problems.
• Ability to use basic math skills to determine utility calculations.
• Working knowledge of Windows and the ability to type 35 WPM or more.
• Ability to communicate professionally with and work effectively within a multicultural workforce serving a diverse customer base.

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.