Full job description Overview The City of Gresham has an exciting opportunity for one full-time, limited duration Utility Customer Service Representative. This role requires an energetic, motivated, task-oriented individuals to provide front-line customer service as part of the Budget and Finance team under the direction of the Financial Operations Manager. Working in this role, you will perform a full range of customer service duties in a fast- paced environment. If you enjoy working with the public and have a passion for assisting people, this may be a great position for you! Although not required, bi-lingual skills in Spanish or Russian are highly desirable.
This is a full-time, limited duration position (of 6 months or longer depending on budget availability).
The work location for this position is in the office at Gresham City Hall -1333 NW Eastman Parkway - Monday through Friday from 8:00 am to 5:00 pm.
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, innovative 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 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 Financial Operations Utility Billing Division provides water, stormwater, wastewater, and Police Fire and Parks (PFP) fee utility billing and collection services to customers of Gresham. 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 utility customers.
What you'll get to do: Respond to a wide variety of inquiries from customers: walk-in at the utility counter, by phone, voice mail and email request related to City utility services. Cashier, maintain cash drawer, process payments, complete balancing process daily and comply with established cashiering practices Learn, correctly interpret and apply policies and procedures Manages own time effectively, working with minimal supervision Review water use and water leaks using automated meter interface Process move-in and move-out requests Promote the City's automated services for autopay and electronic billing Process billing adjustments Prepare refunds for closed customer accounts Resolve customer complaints, provide customer assistance and special payment arrangements for overdue accounts Review and post daily automated payment files to utility accounts Fold, stuff and post mailers for Budget and Finance and various other City departments Assist with special projects and back up co-worker duties as assigned
Qualities we're looking for: Friendly, Professional, and Confidential: An empathetic 'people person' who takes genuine interest in others while maintaining a helpful, friendly, professional manner. The ability to effectively communicate both speaking and writing, while maintaining full confidentiality. Attention to Detail: An organizer and planner who thrives on details and can juggle multiple priorities and deadlines. Accurately and honestly handle cash. Creative: A highly energetic and organized problem solver who knows where to find answers and seeks to offer solutions that meet or exceed customer needs and expectations. An out of the box thinker who will take ownership of requests for service, apply innovation, improvement based thinking and emotional intelligence. Nimble: 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. Practical: Someone who is technically skilled in high volume phone systems, sight-typing, and is proficient in using electronic software (Microsoft Office suite) and working with databases and other proprietary software. Possess basic knowledge of accounting practices and procedures. Qualifications 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 Ability to diffuse and resolve difficult or hostile situations 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:
A complete online application (do not type 'see resume' in any fields) Complete responses to the supplemental questions If you desire a modification of this process to accommodate a disability, please provide your request in writing to , or by phone to , 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.
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