City of Palo Alto
Utilities Customer Service Specialist / Representative
City of Palo Alto, Palo Alto, California, United States, 94306
Overview
Career Opportunity
The City’s Utilities Department is seeking motivated, service-oriented professionals to join our Customer Support Services Division. We are currently recruiting for two positions:
Customer Service Specialist
and
Customer Service Representative . These positions are ideal for individuals who thrive in a fast-paced, public-facing environment and are committed to delivering high-quality service to our community.
Customer Service Specialist
Performs complex and technical customer service duties, including utility billing, account analysis, reconciliation, and the resolution of escalated issues. This role requires strong analytical skills, attention to detail, and the ability to exercise independent judgment in decision-making.
The ideal candidate is a detail-oriented professional with extensive experience in utility billing and customer account resolution, preferably in a municipal environment. They possess a strong understanding of billing systems, metering practices, and consumption analysis, and can confidently manage complex account discrepancies with minimal oversight.
Customer Service Representative
Serves as the first point of contact for utility customers, providing information, assistance, and account support via phone, in person, and online. Responsibilities include processing payments, responding to customer inquiries, and assisting with routine billing and service requests.
The ideal candidate is a skilled communicator with experience in public contact, office administration, cashiering, or call center operations. They are organized, customer-focused, and capable of managing a high volume of inquiries with professionalism and efficiency.
Customer Support Services Division The
Customer Support Services Division
ensures that all customer inquiries are addressed promptly and effectively. Our 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.
AMI Program City of Palo Alto Utilities is implementing a new Advanced Metering Infrastructure (AMI) program that empowers customers to monitor their consumption through the MYCPAU portal. Our dedicated Customer Support staff assist customers in navigating this portal, ensuring easy access to and understanding of their usage data. This initiative aims to enhance customer engagement and promote informed decision-making regarding energy consumption.
Salary and Benefits
Salary:
Customer Service Specialist: $84,780.80 - $103,688.00 Annually
Salary:
Customer Service Representative: $77,272.00 - $94,473.60 Annually
Benefits:
Fantastic benefits package. Details are provided by the employer.
Compensation (SEIU):
Comprehensive compensation plan. Details are provided by the employer.
Note:
This position is represented by Service Employee International Union (SEIU).
Qualifications Essential and other important responsibilities and duties may include, but are not limited to the following:
Customer Service Specialist
A combination of training and education equivalent to completion of two years of college or business school; and
Two years experience as a Customer Service Representative, preferably with a private or municipal utility.
Customer Service Representative
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.
For the full job description, additional information is available via the employer’s posting.
Training Period and Hybrid Schedule The training period for these positions is thorough and typically takes between six months to one year. The timeline for transition to a hybrid work schedule will 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.
Selection Process
Recruitment status notifications will be sent via email or text (please enroll in text alerts when applying).
Updates can also be found on your governmentjobs.com account.
Applicants will be screened throughout the posting process and highly qualified candidates may be invited to interview at any time.
The screening process for this position may include a virtual recorded interview and/or panel interviews preceding final interviews with the hiring manager or their designee.
Multiple positions may be filled through this posting.
Equal Opportunity and Accommodations 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.
#J-18808-Ljbffr
The City’s Utilities Department is seeking motivated, service-oriented professionals to join our Customer Support Services Division. We are currently recruiting for two positions:
Customer Service Specialist
and
Customer Service Representative . These positions are ideal for individuals who thrive in a fast-paced, public-facing environment and are committed to delivering high-quality service to our community.
Customer Service Specialist
Performs complex and technical customer service duties, including utility billing, account analysis, reconciliation, and the resolution of escalated issues. This role requires strong analytical skills, attention to detail, and the ability to exercise independent judgment in decision-making.
The ideal candidate is a detail-oriented professional with extensive experience in utility billing and customer account resolution, preferably in a municipal environment. They possess a strong understanding of billing systems, metering practices, and consumption analysis, and can confidently manage complex account discrepancies with minimal oversight.
Customer Service Representative
Serves as the first point of contact for utility customers, providing information, assistance, and account support via phone, in person, and online. Responsibilities include processing payments, responding to customer inquiries, and assisting with routine billing and service requests.
The ideal candidate is a skilled communicator with experience in public contact, office administration, cashiering, or call center operations. They are organized, customer-focused, and capable of managing a high volume of inquiries with professionalism and efficiency.
Customer Support Services Division The
Customer Support Services Division
ensures that all customer inquiries are addressed promptly and effectively. Our 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.
AMI Program City of Palo Alto Utilities is implementing a new Advanced Metering Infrastructure (AMI) program that empowers customers to monitor their consumption through the MYCPAU portal. Our dedicated Customer Support staff assist customers in navigating this portal, ensuring easy access to and understanding of their usage data. This initiative aims to enhance customer engagement and promote informed decision-making regarding energy consumption.
Salary and Benefits
Salary:
Customer Service Specialist: $84,780.80 - $103,688.00 Annually
Salary:
Customer Service Representative: $77,272.00 - $94,473.60 Annually
Benefits:
Fantastic benefits package. Details are provided by the employer.
Compensation (SEIU):
Comprehensive compensation plan. Details are provided by the employer.
Note:
This position is represented by Service Employee International Union (SEIU).
Qualifications Essential and other important responsibilities and duties may include, but are not limited to the following:
Customer Service Specialist
A combination of training and education equivalent to completion of two years of college or business school; and
Two years experience as a Customer Service Representative, preferably with a private or municipal utility.
Customer Service Representative
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.
For the full job description, additional information is available via the employer’s posting.
Training Period and Hybrid Schedule The training period for these positions is thorough and typically takes between six months to one year. The timeline for transition to a hybrid work schedule will 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.
Selection Process
Recruitment status notifications will be sent via email or text (please enroll in text alerts when applying).
Updates can also be found on your governmentjobs.com account.
Applicants will be screened throughout the posting process and highly qualified candidates may be invited to interview at any time.
The screening process for this position may include a virtual recorded interview and/or panel interviews preceding final interviews with the hiring manager or their designee.
Multiple positions may be filled through this posting.
Equal Opportunity and Accommodations 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.
#J-18808-Ljbffr