Customer Service Representative

The City of Palo Alto’s Utilities Department is looking for a Customer Service Representative that excels in customer service. Under general supervision, this position interacts directly with utilities customers over the telephone and over the counter regarding requests for utility services; performs clerical and accounting duties of intermediate difficulty requiring analysis and use of judgment; investigates complaints and problems and performs other related duties as required.

The successful candidate will have excellent communication skills, a knowledge of departmental procedures and programs, the ability to work with figures, demonstrate computer proficiency with word processors, spreadsheets, web browsers, computer programs, billing and internet applications, as well as an investigative aptitude to follow a problem from its inception to solution.

Essential Duties:

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

• Responds to heavy telephone 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, makes adjustments to customer accounts, according to standard procedures.
• 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.

Related Functions:

• Compiles special reports which are usually only variations of standard reports and which involve familiar information.
• Provides backup support to the Commercial Service Specialist.

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

Ideal Candidate:

Candidate must show patience and understanding when dealing with customers. Candidate must show creativity when dealing with tough customer problems while staying within the guidelines of the Utility’s Rule and Regulations. Candidate must be natural problem-solvers in order to anticipate customer issues that might arise. Candidate must be conscientious, reliable, disciplined, and methodical in approaching customer problems and issues. Candidates must have clear communication skills to effectively deal with customer problems. Candidates must bridge the gap between technical requirements of the job in order to a clearly convey to the customer what is happening or what is needed. Candidates must be able stay positive in negative situations.