Utility Services Representative

Seattle Public Utilities (SPU) has an exciting opportunity for a Utility Service Representative (USR) within the Utility Accounts Division. USRs are often customers first contact with SPU as they answer incoming calls from residential industrial and commercial customers concerning delinquent accounts high bills leak adjustments bankruptcies and complex billing issues). This position reports to the Utility Service Representative Supervisor.

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. SPUs work includes system maintenance and improvements and keeping Seattle clean. Over 1400 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) checkout 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 isnt only about what you do its 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

Customer Service & Communication

Billing & Account Resolution

Collections & Payment Arrangements

Field Operations

Documentation & Record Management

Regulatory Compliance

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.

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:

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.
• Work independently in potentially hazardous environments such as near high voltage equipment construction areas dark basements remote areas or industrial compounds.
• Expected to be able to bend kneel/squat and dig out meter boxes to be able to expose and shutoff/turn on and lock the meter.
• Able to lift up to 50 pounds.

The ideal candidate should possess:

• Dedication to providing excellent customer service with two (2) or more years of direct customer contact experience in person over the telephone or via email
• Proven ability to communicate clearly concisely and professionally and work effectively within a multicultural workforce serving a diverse customer base
• Experience working with Customer Billing and Accounting Systems like Microsoft Customer Service and Care (MSCS) Customer Care and Billing (CCB) or comparable application and effectively navigating and resolving complex customer service issues
• Ability to adapt and utilize new and existing software and technologies to perform work including Microsoft Excel Word Adobe smartphones electronic work management systems geographic information systems and related hardware and software
• Data entry experience with updating customer information and records
• Proven history of good attendance and punctuality
• Experience working as part of a team in environments with high work volumes and rapidly shifting priorities
• Ability to work within the organizational framework of SPU Workplace Expectations including our values on Safety Respect Diversity Trust Humor Productivity Integrity Innovation Partnership and Accountability

The full salary range for this position is 40.44 - $47.08 per hour.

Application Requirement(s):

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

1. Attached Resume & Cover Letter describing your skills and experience in relation to this position.
2. 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 Seattles Fair Chance Employment Ordinance SMC 14.17. Applicants will be provided with an opportunity to explain or correct background information.
• SPUs 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 Citys website at:
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 Erika Monroe at
Learn more about Seattle Public Utilities at our web page Experience:

Unclear Seniority