City of Palo Alto
Utilities Customer Service Specialist / Representative
City of Palo Alto, Palo Alto, California, United States, 94306
Overview
Utilities Customer Service Specialist / Representative – City of Palo Alto. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range
$84,780.80/yr - $103,688.00/yr The application deadline is October 16, 2025. 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. Responsibilities
Customer Service Specialist
— performs complex and technical customer service duties, including utility billing, account analysis, reconciliation, and the resolution of escalated issues. Requires strong analytical skills, attention to detail, and the ability to exercise independent judgment in decision-making. Experience in utility billing and customer account resolution, preferably in a municipal environment, with knowledge of billing systems, metering practices, and consumption analysis. Able to 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. Requires strong communication skills, public-facing experience, and the ability to manage a high volume of inquiries with professionalism and efficiency. Division and program context
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. 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 to access and understand their usage data, enhancing engagement and informed decision-making regarding energy consumption. Salary and Benefits
Customer Service Specialist: $84,780.80 - $103,688.00 Annually Customer Service Representative: $77,272.00 - $94,473.60 Annually Benefits: Fantastic benefits package. Compensation (SEIU): Comprehensive compensation plan. This position is represented by the Service Employee International Union (SEIU). Qualifications
Customer Service Specialist A combination of training and education equivalent to completion of two years of college or business school; and Two years of 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, click Here. Training and Work Schedule
The training period for these positions is thorough and typically takes six months to one year. Eligibility for a hybrid work schedule will be considered once the supervisor is confident the employee is trained and capable of performing 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 be found on your governmentjobs.com account. Applicants will be screened throughout the posting process; highly qualified candidates may be invited to interview at any time. The screening process may include a virtual recorded interview and/or panel interviews. Multiple positions may be filled through this posting. 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. Note: This description omits extraneous job postings and unrelated content found in the original text to focus on the relevant role, responsibilities, qualifications, and process.
#J-18808-Ljbffr
Utilities Customer Service Specialist / Representative – City of Palo Alto. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range
$84,780.80/yr - $103,688.00/yr The application deadline is October 16, 2025. 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. Responsibilities
Customer Service Specialist
— performs complex and technical customer service duties, including utility billing, account analysis, reconciliation, and the resolution of escalated issues. Requires strong analytical skills, attention to detail, and the ability to exercise independent judgment in decision-making. Experience in utility billing and customer account resolution, preferably in a municipal environment, with knowledge of billing systems, metering practices, and consumption analysis. Able to 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. Requires strong communication skills, public-facing experience, and the ability to manage a high volume of inquiries with professionalism and efficiency. Division and program context
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. 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 to access and understand their usage data, enhancing engagement and informed decision-making regarding energy consumption. Salary and Benefits
Customer Service Specialist: $84,780.80 - $103,688.00 Annually Customer Service Representative: $77,272.00 - $94,473.60 Annually Benefits: Fantastic benefits package. Compensation (SEIU): Comprehensive compensation plan. This position is represented by the Service Employee International Union (SEIU). Qualifications
Customer Service Specialist A combination of training and education equivalent to completion of two years of college or business school; and Two years of 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, click Here. Training and Work Schedule
The training period for these positions is thorough and typically takes six months to one year. Eligibility for a hybrid work schedule will be considered once the supervisor is confident the employee is trained and capable of performing 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 be found on your governmentjobs.com account. Applicants will be screened throughout the posting process; highly qualified candidates may be invited to interview at any time. The screening process may include a virtual recorded interview and/or panel interviews. Multiple positions may be filled through this posting. 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. Note: This description omits extraneous job postings and unrelated content found in the original text to focus on the relevant role, responsibilities, qualifications, and process.
#J-18808-Ljbffr