Customer Service Representative
Palo Alto, CA Palo Alto, CA Full-time Full-time $68,474 - $84,053 a year $68,474 - $84,053 a year 13 hours ago 13 hours ago 13 hours ago 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 clerical and accounting duties of intermediate difficulty requiring analysis and use of judgment; investigate complaints and recommend solutions.
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 reliable, 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 rate-making, 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, Strong communication skills, The ability to work spreadsheets and other office software, As well as an investigative aptitude to follow a problem from start to resolution, Candidate must show patience and understanding when dealing with customers, Candidate must show creativity when dealing with tough customer problems, Candidate must be natural problem-solvers, Candidates must be able stay positive in negative situations.
This position is part of the Service Employees' International Union (SEIU (Download PDF reader)) Essential Duties 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 an essentially 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.
To see the full job description click here One or more positions may be filled via this recruitment Minimum Qualifications 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.
The City of Palo Alto offers its employees a generous benefit package, featuring family medical coverage, retirement, life insurance, plus 12 paid holidays per year.
Participation in a Governmental 457 Deferred Compensation Plan Fully paid employee and dependent Dental Plan Fully paid employee and dependent Vision Plan Fully paid Life and AD&D insurance equal to annual salary Flat Rate City paid medical contribution which may allow employees to select a fully paid health plan Fully paid Life Insurance equal to one-times annual salary Voluntary Supplemental Life Insurance Long Term Disability plan 12 annual paid holidays Two to five weeks vacation annually depending on years of service per MOA 96 hours annual sick leave Direct Deposit Flexible Spending Account for Healthcare and Childcare expenses Public Employees' Retirement System (PERS) 2% at 60 formula for Classic Employees One-year final compensation for 2% at 60 employees 2% at 62 formula for New CalPers Members Three-year final compensation for 2% at 62 employees only Retiree Medical benefits for employee and dependents after 10 years of service Please note:
The City does not participate in CA State Disability Insurance (SDI) or Social Security.
Since they City does not participate in SDI, City employees are not eligible to claim against the State's Pregnancy Disability Leave or Paid Family Leave programs.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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 clerical and accounting duties of intermediate difficulty requiring analysis and use of judgment; investigate complaints and recommend solutions.
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 reliable, 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 rate-making, 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, Strong communication skills, The ability to work spreadsheets and other office software, As well as an investigative aptitude to follow a problem from start to resolution, Candidate must show patience and understanding when dealing with customers, Candidate must show creativity when dealing with tough customer problems, Candidate must be natural problem-solvers, Candidates must be able stay positive in negative situations.
This position is part of the Service Employees' International Union (SEIU (Download PDF reader)) Essential Duties 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 an essentially 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.
To see the full job description click here One or more positions may be filled via this recruitment Minimum Qualifications 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.
The City of Palo Alto offers its employees a generous benefit package, featuring family medical coverage, retirement, life insurance, plus 12 paid holidays per year.
Participation in a Governmental 457 Deferred Compensation Plan Fully paid employee and dependent Dental Plan Fully paid employee and dependent Vision Plan Fully paid Life and AD&D insurance equal to annual salary Flat Rate City paid medical contribution which may allow employees to select a fully paid health plan Fully paid Life Insurance equal to one-times annual salary Voluntary Supplemental Life Insurance Long Term Disability plan 12 annual paid holidays Two to five weeks vacation annually depending on years of service per MOA 96 hours annual sick leave Direct Deposit Flexible Spending Account for Healthcare and Childcare expenses Public Employees' Retirement System (PERS) 2% at 60 formula for Classic Employees One-year final compensation for 2% at 60 employees 2% at 62 formula for New CalPers Members Three-year final compensation for 2% at 62 employees only Retiree Medical benefits for employee and dependents after 10 years of service Please note:
The City does not participate in CA State Disability Insurance (SDI) or Social Security.
Since they City does not participate in SDI, City employees are not eligible to claim against the State's Pregnancy Disability Leave or Paid Family Leave programs.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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