Customer Care Representative I (18 Month Limited-Term Duration)

Description

The City of Kennewick is seeking one full-time Customer Care Representative I for an 18-month limited-term assignment.

This recruitment is open to internal candidates only.
In this role, you will play a key part in supporting our Customer Care team as we transition to a new Utility Billing System.
Your efforts will help ensure a smooth implementation and continued excellent service to our community.

CORE VALUE STATEMENT

The City of Kennewick will provide excellent public service and ensure the safety and wellbeing of our community and one another through the empowerment of each employee. We value integrity, inclusiveness, stewardship, and communication. We are accountable to our community for innovative and collaborative efforts that anticipate needs, leverage resources, and deliver solutions.

SAFETY STATEMENT

We expect our employees to ensure compliance with all applicable safety practices and policies, including those established by OSHA/DOSH regulations and by the City’s Accident Prevention Plan. This includes but is not limited to actively identifying and correcting potential hazards that may affect employee and public safety, including those identified by co-workers; leading by example to promote a positive culture of workplace safety through everyday action; and emphasizing safe completion of work throughout all aspects of developing and carrying out work plans.

CLASSIFICATION SUMMARY

This position provides routine, prompt and courteous customers service at the front desk, over the telephone and on-line to internal and external customers. Work is focused on performing a variety of duties. The ability to multi-task is essential. The incumbent must be proficient with a PC and must possess considerable knowledge and experience in operating various software programs.

WORK SCHEDULE
The initial work schedule for this classification will be full-time, Monday through Friday. Early mornings, evenings, and weekend work may be occasionally required. Overtime may be occasionally required. This classification is non-exempt under the FLSA.

Examples of Work Performed (Illustrative Only)

The following list reflects the essential job duties and responsibilities of this classification but is not all-inclusive. The incumbent will perform other related duties as assigned.

• Provide direct services to the public and respond to inquiries on a wide range of topics to include utility billing, service requests, and business licensing. Customer inquiries may be made in person, over the telephone, by internet, and through e-mail. The incumbent will prioritize customer requests and personally resolve issues whenever possible; assist customers in locating and completing application forms; determine the best means of meeting the customer’s needs; perform research necessary to address customer issues or concerns; adapt guidelines and policies to varied situations while maintaining consistency when interpreting unclear guidelines or policies; work with other individuals inside and outside the organization as necessary to obtain a solution and/or deliver service; and take accountability for follow-through with the customer to bring closure to the request, service issue or problem.
• Contribute to ongoing improvements to service delivered throughout the organization by providing input on methods that will enhance the mission of the City in delivering exceptional customer service; encourage consistent customer service delivery across the organization; and promote a positive and professional public image of the City.
• Processes requests for opening/closing utility accounts, ebilling, managing online profiles and auto payment requests. Explains account fee structures and city code to customers. Assists with preparing final closing bills and may work with escrow companies to produce final payoffs. Assists with calculating reads and billing adjustments for all utility account types. Creates and processes service orders and may assist with monitoring consumption reads and reports. Assists with processing delinquent penalties and nonpay liens including scheduling disconnection and reconnection of services. Assist customers and outside collection agencies with pre-collection and collection accounts.
• Perform fee payment and cashiering duties in accordance with established rates, policies, and auditing requirements. The incumbent operates equipment as needed to process transactions; calculates fees owed; reconciles transactions and resolves out-of-balance conditions; processes work in a manner that results in a complete and evident audit trail; and prepares comprehensive and accurate documentation of transactions and adjustments.
• May provide assistance with the City’s Business Licensing system. Direct and guide customers requiring interaction with other departmental staff and schedule appointments for other departmental staff as deemed appropriate.
• Performs routine office support activities.
• Performs other related duties as assigned.

Employment Standards

This position requires an Associate’s Degree in business, communications, accounting, or related field and two or more years of progressively responsible related experience in direct customer service base and handling difficult and varied customer issues, or any combination of relevant education and experience sufficient to demonstrate the knowledge, skills, and abilities to perform the duties listed above.

• Must pass a criminal background investigation.
• Must maintain a level of mental and physical fitness required to perform the essential functions of this classification.
• Must maintain regular attendance and punctuality.

Supplemental Requirements

PHYSICAL REQUIREMENTS
To perform the essential functions of the classification, incumbents must be able to meet the following physical requirements: must regularly talk, hear/listen, see/observe, sit, stand, and walk; must regularly demonstrate fine motor skills; must occasionally exert up to 10 pounds of force.

The City of Kennewick offers competitive pay, excellent benefits and a work-life balance.

The benefits listed within the link below are among those currently offered to City of Kennewick Employees.

Non-Contract Benefit Summary

Closing Date/Time: 10/23/2025 11:59 PM Pacific

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• City of Kennewick

• (509) 585-4240

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