Overview
The City of Gresham is accepting applications for the role of Utility Customer Service Representative. This role requires energetic, motivated, task-oriented individuals to provide front-line customer service as part of the Budget & Finance team under the direction of the Financial Operations Utility Billing Supervisor. Working in this role, you will perform a full range of customer service duties in a fast-paced environment.
This recruitment is for a current regular-status, full-time vacancy and may be used to develop an eligibility list for up to six months for future Utility Customer Service Representative positions that could be Limited-Term, Regular-status, full-time or part time.
If you like to maintain order despite interruptions, enjoy working with a diverse clientele and have a passion for public service this could be the position for you.
Workhours for the full-time position will be Monday through Friday from 8:00 a.m. to 5:00 p.m.
The work location for this position is in the office at Gresham City Hall (1333 NW Eastman Parkway).
As Oregon's fourth-largest city, Gresham is a welcoming community of hard-working people where tradition and heritage meet innovation and opportunity. Gresham is a dynamic and rapidly growing city where families and businesses have a mutual desire and drive to thrive. City of Gresham employees care deeply about the community they serve, and go 'one step beyond' to deliver services in collaborative, inventive, practical, and nimble ways. Our work is challenging, fast-paced and rewarding.
We believe that to deliver the highest level of service to all Gresham community members, it is crucial we employ a diverse workforce, foster an inclusive working environment, and ensure our policies and systems result in equitable outcomes. The City seeks candidates who will support these values by continuously incorporating equity in their daily work and actively contributing to a workplace culture that respects unique viewpoints, life experiences and cultural perspectives.
Come build the future with us.
Position Description
The City of Gresham’s Utility Billing Division provides accurate, efficient and equitable service delivery to the general public and community. As a Utility Customer Service Representative, you will be an initial point of contact to provide a full range of customer service activities to assist residential, commercial, multi-family and industrial customers.
What You Will Get To Do
- Customer Service: First point of contact for utility customers. Demonstrate excellent verbal and written communication skills. Communicate information to customers in the form of notices, emails, face to face and or phone calls. Maintain a helpful, friendly professional manner and foster inclusive relationships.
- Team Collaboration: Be a reliable team member. Lend a hand when needed to assist team members with a variety of tasks such as Utility Program Tech billing backup.
- Accurate data entry, report review: With keen attention to detail, take action on various requests and reports out of multiple software systems to ensure system data integrity. Coordinate with internal departments to ensure receipt of information to meet billing deadlines.
- Plan and organize: Self-motivate and use independent judgment to adhere to tight deadlines while processing incoming items such as customer payments, customer assistance applications, requests for leak adjustment.
Qualities We Are Looking For
- People Person: someone who takes genuine interest in others with the ability to help customers navigate city rules and processes, and connects them with internal or external resources.
- Organizer and Planner: Thrives on details, can reprioritize tasks, meet deadlines, remain well-organized, and handle multiple concurrent tasks effectively. Accurately and honestly handle cash.
- Independent Thinker: A quick thinker who navigates between tasks, maintains a positive, can-do attitude with the ability to observe and repeat processes or tasks as they are taught with the goal of self-sufficiency.
- Problem Solver: Knows where to find the answers and seeks to offer solutions that meet or exceed customer needs. Apply innovation and navigate obstacles in a fast-paced environment.
- Continuous Learner: Asks questions, explores new tools, and strives to meet the changing needs and expectations of the City and customers. Technically skilled proficient in standard office software and equipment.
- Effective Communicator: Clearly and diplomatically explains procedures and regulations, even when presenting an unpopular message or interacting with dissatisfied customers.
Qualifications
For a complete list of knowledge, skills and abilities required to successfully perform job duties, please review the associated class specification for Utility Customer Service Representative.
Minimum Qualifications
- High school diploma or GED
- One (1) to four (4) years of customer service and/or general office experience (full-time equivalency)
Preferred Qualifications
- Bi-lingual skills in Spanish or Russian highly desirable, but not required
- Thorough knowledge of office practices, procedures and equipment
- Demonstrated experience and application of accounting concepts including cash handling, monetary reconciliations, cashiering
Any offer of employment is contingent upon successful completion of a criminal background check.
Selection Process
To apply for this position, click 'Apply' at the top of this job posting.
Required Application Materials
- Complete online application (Do not type 'see resume' in any fields or leave work experience fields blank in the application template.)
- Answers to supplemental questions
The City of Gresham offers a comprehensive and equitable base salary within the listed range based on your experience, skills, and education verified in your application. We encourage you to clearly describe how you meet the minimum and preferred qualifications and essential attributes in your application materials. Learn more about Oregon Equal Pay.
If you desire a modification of this process to accommodate a disability, please provide your request in writing to [email protected], or by phone to 503-618-2549, upon submitting the required application materials.
A review of application materials submitted will determine which candidates will be invited to an interview. Incomplete applications including responses to the supplemental questions lacking detail to determine qualifications, will not be considered (do not leave fields blank within the online application).
Communication with candidates will be done primarily through e-mail. Sometimes these messages may land in a spam or junk mail folder. We encourage you to monitor your inbox as well as the inbox within the governmentjobs.com portal for important updates related to this process.
Veteran's Preference
The City of Gresham provides qualifying veterans and disabled veterans with preference in employment in accordance with state law. Any candidate wishing to have their qualifying veteran's preference applied to the process must submit a qualifying document (DD Form 214 or 215) at the time of application providing proof of eligibility that includes discharge status. Disabled veterans must also submit a copy of their Veteran's disability preference letter from the US Department of Veteran Affairs at the time of application, unless the information is included in the DD Form 214 or 215.
Our Commitment
The City of Gresham is committed to providing equal employment opportunity to all qualified employees and applicants without unlawful regard to race, color, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, national origin, age, mental or physical disability, genetic information, veteran status, marital status, familial status, or any other status protected by applicable federal, Oregon, or local law.
Please direct questions about this position to 503-618-2549 or
[email protected].
If you need assistance with the online application, please contact NEOGOV directly at 1-855- 524-5627.
The City provides full family, comprehensive medical and dental insurance. Vision and prescription coverages are included in the medical plans. Most limited term and regular status employees who work at least 30 hours per week pay nothing for their medical and dental coverage.
Medical Insurance Options
- City of Gresham Core Plan- UnitedHealthcare Options PPO Network
- Kaiser Permanente Traditional HMO
Dental Insurance Options
- Delta Dental PPO Plan
- Willamette Dental Insurance
- Kaiser Permanente
Additional benefits include: Employer paid life insurance and long term disability, an employer sponsored deferred compensation plan, flexible spending accounts (medical, child care), Public Employees Retirement System (PERS) retirement (City picks up the 6% employee's contribution), an employer contribution to a HRA/VEBA medical savings account, paid time off (PTO) accrual at a minimum of 12.66 hours per month, and 4 hours of sick leave, in additional to nine paid holidays and 3.5 paid floating holidays per year.
For more detailed information, please visit our Employee Benefits page at: https://greshamoregon.gov/benefits/
01
What best describes your highest level of education?
- High School Diploma or GED
- Some College
- Associate's Degree
- Bachelor's Degree
- Master's Degree or Above
- None of the above
02
What best describes your experience in providing customer service?
- No experience
- Less than one year
- More than one year but less than two years
- More than two years but less than three years
- Three years or more
03
Based on your response in providing customer service, please describe where you acquired this experience to include duties performed and the type of work environment. If you do not have this experience, please type 'N/A'.
04
What best describes your general office experience?
- No experience
- Less than one year
- More than one year but less than two years
- More than two years but less than three years
- Three years or more
05
Based on your response to general office experience, please describe where you acquired this experience to include duties performed. If you do not have this experience, please type 'N/A'.
06
What best describes your experience working with customers face to face?
- No experience
- Less than one year
- More than one year but less than two years
- More than two years but less than three years
- Three years or more
07
Based on your response to experience working with customers face to face, please describe where you acquired this experience to include specific duties performed. If you do not have this experience, please type 'N/A'.
08
What best describes your experience working with customers over the phone in a fast-paced environment?
- No experience
- Less than one year
- More than one year but less than two years
- More than two years but less than three years
- Three years or more
09
Describe your experience working with customers over the phone in a fast paced environment. Include where you acquired this experience and the nature of inquiries and volume. If you do not have this experience, please type 'N/A'.
10
In lieu of a cover letter, please tell us why you are interested in the Utility Customer Service Representative position and about how your relevant work experience directly relates to the duties that we are looking for in this role. Please include what area(s) of financial customer services you would consider to be your strengths as well as what actions you have taken to develop knowledge, skills and competencies in that area.