Customer Service Representative

Description

Exciting Opportunity!
The Customer Service Representative interacts and communicates directly with a high volume of utilities customers over the telephone, via 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.

Customer Support Services Division

The Customer Support Services Division ensures that all customer inquiries are addressed promptly and effectively. Our dedicated team is committed to providing high-quality assistance, resolving issues efficiently, and maintaining open lines of communication to enhance customer satisfaction. By implementing robust support systems and continuous training, we strive to exceed expectations and foster lasting relationships with our clients.

City of 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 ratemaking, environmental programs, and customized services.

City of Palo Alto Utilites is in the process of implementing a new Advanced Metering Infrastructure (AMI) program that empowers customers to conveniently and efficiently monitor their consumption through our MYCPAU portal. Our dedicated Customer Support staff is available to assist customers in navigating this portal, ensuring they can easily access and understand their usage data. This initiative aims to enhance customer engagement and promote informed decision-making regarding energy consumption.

Ideal Candidate:

• Office experience involving telephone or public contact, cashiering or utility billing preferably with a municipal utility agency,
• Strong communication skills,
• The ability to use and understand spreadsheets and other software,
• An investigative aptitude to follow a problem from beginning to resolution,
• Candidate must show patience and understanding when dealing with customers,
• Candidate must show creativity and positivity when dealing with difficult customer problems, even in negative situations,
• Candidate must be natural problem-solvers,

This position is represented by Service Employee International Union position (SEIU)
Benefits: Fantastic benefits package, to learn more click HERE.
Compensation (SEIU): Comprehensive compensation plan, to learn more click HERE.

Training Period and Transition to Hybrid Work Schedule:

The training period for this position is thorough and typically takes between six months to one year. The timeline for transition to a hybrid work schedule will ultimately depend on the supervisor’s assessment of the employee’s performance and readiness. Eligibility for a hybrid work schedule will be considered once the supervisor is confident the employee has received sufficient training and can perform all necessary tasks without direct supervision.

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, however 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.

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

• Provides 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

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

Supplemental Information

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.

For more details visit our Careers Page, by clicking HERE.
Learn more about our Memorandum of Agreements (MOAs) between the City and its bargaining units, by clicking HERE.

Closing Date/Time: 4/8/2025 11:59 PM Pacific

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• City of Palo Alto

• 650-329-2376

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