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Customer Service Representative- Hourly

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Customer Service Representative- Hourly

Salary

$32.02 - $39.32 Hourly

Location

Palo Alto, CA

Job Type

SEIU Hourly

Job Number

202400424

Department

Utilities Department

Opening Date

04/23/2024

Closing Date

5/6/2024 11:59 PM Pacific

• Description

• Benefits

Description:

Exciting Opportunity!

A Customer Service Representative interacts and communicates directly with a high volume of utilities customers over the telephone, email and over the counter. The successful candidate will be expected to provide a high level of customer service regarding requests for utility services; initiate high bill investigations, provide support to customers in using various utility portals, performs administrative and accounting duties of intermediate difficulty requiring analysis and use of judgment; investigate complaints and recommend solutions, promote energy efficiency and water conservation practices.

Palo Alto Utilities

Palo Alto is the only city in California that offers a full array of utility services to its citizens and businesses. Because of this, the city has a unique opportunity to partner with the Palo Alto community to enjoy the benefits and achievements of dependable, home-grown, and environmentally focused utilities. Palo Alto has a tradition of over 125 years of successful public utility operations. It is a tradition that continues to provide the Palo Alto community with safe and reliable utilities service, local decision-making over policies, utility ratemaking, environmental programs, and customized services.

Ideal Candidate:

This position requires:

• The ideal candidate will have office experience involving telephone or public contact, cashiering, or utility billing preferably with a municipal utility agency,

• Proficiency in Microsoft Office Suite and experience with customer relationship management (CRM) software or utility billing application,

• As well as an investigative aptitude to follow a problem from start to resolution,

• Excellent communication and people skills with a customer-centric approach,

• Candidate must show patience and understanding when dealing with customers,

• Candidate must show creativity when dealing with tough customer problems,

• Candidate must be natural analytical person,

• Candidate must be able stay positive in negative situations.

  This position is part of the Service Employees' International Union ( SEIU (https://www.cityofpaloalto.org/files/assets/public/human-resources/compensation/labor-agreements/seiu_moa_19-21.pdf) )

Essential Duties:

Essential and other important responsibilities and duties may include, but are not limited to, the following:

• Responds to heavy telephone, email, and counter contact with utility customers to obtain or give information of a straightforward nature but requiring a more thorough knowledge of procedures where the consequence of error is more significant.

• Processes utility bills, maintains records of customer accounts for ready access, investigates and resolves customer utility bill complaints, adjusts customer accounts

• Answers utility customer correspondence in connection with bills or accounting procedures and follows up on delinquent closing bills, all according to standard operating procedures, but occasionally requiring use of individual judgment.

• Calculates customer's average monthly consumption to estimate utility costs and notifies customers about status changes related to their utility account.

• Promote and educate customers regarding various energy efficiency, water conservation, solar, and citywide climate objectives.

• Provide data and technical support to customers regarding various utility applications and portals.

• Utilize meter data to analyze customer usage patterns and identify opportunities for energy efficiency improvements and water conservation.

  SEIU Hourly (part-time, up to 20-25 hours per week)

  To see the full job description click here (https://www.governmentjobs.com/careers/paloaltoca/classspecs/811840?keywords=customer%20services%20representative&pagetype=classSpecifications)

  One or more positions may be filled via this recruitment

Minimum Qualifications:

Sufficient education, training and/or work experience to demonstrate possession of the following knowledge, skills, and abilities which would typically be acquired through:

• A combination of training and education equivalent to completion of two years of college or business school preferred. and

• Two years of general office experience involving heavy telephone or public contact

  "The City of Palo Alto is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the City will provide reasonable accommodation to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer."