The City of Gresham has an exciting opportunity for a full-time, limited-duration Utility Customer Service Representative in our Financial Operations Division of the Finance and Management Services Division. 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 (anticipated duration until 06/30/2022) Monday – Friday 8:00 a.m. – 5:00 p.m.
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 Department of Finance and Management Services provides water, stormwater, wastewater, and Police Fire and Parks (PFP) fee utility billing and collection services to customers (residential, commercial, and industrial) 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 utility customers.
What you’ll get to do:
Assist walk-in customers at the utility counter who request information, wish to pay their utility bills and other needs. Note that this position performs work remotely during the COVID Emergency while City Hall remains closed to the general public. On site work can also be accommodated and may be required during training.
Answer phone calls and respond to requests for information related to City utility services.
Perform daily cashiering functions.
Learn and correctly interpret and apply policies and procedures.
Accurately type at a speed necessary for successful job performance.
Work independently without detailed oversight and review.
Review water use and water leaks using Sensus 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.
Provide customer assistance and special payment agreements for overdue accounts.
Review and post daily automated payment files to utility accounts.
Fold and stuff mailers for Budget and Finance and various other City departments.
Assist with passport customer service (once certified).
Assist with License inquiries and notice processing
Qualities we’re looking for:
Friendly, Professional, and Confidential: In a helpful, friendly, professional manner 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: An out of the box thinker who will apply innovation, improvement based thinking and emotional intelligence.
Nimble: A quick thinker who navigates between tasks, maintains a positive, can-do attitude. Accurately type at a speed necessary for successful job performance. Possess basic knowledge of accounting practices and procedures
Curious: A continuous learner who asks questions, explores new tools and strives to meet the changing needs and expectations of the organization and community.
Qualifications
The successful candidate will:
Maintain a high level of customer service by interacting positively with a diverse customer base in all situations
Diffuse and resolve difficult or hostile situations
Maintain confidentiality
Understand and explain the wide range of services (including automated options) that the City of Gresham offers
Possess basic knowledge of accounting practices and procedures
Be proficient with Microsoft Office
Accurately and honestly handle cash
Effectively communicate; both speaking and writing
Manage multiple tasks with efficiency and accuracy
Be a respectful and collaborative team player
Be able to stand or sit for long periods of time
Be able to lift up to 40 pounds
Minimum qualifications:
High school diploma or GED
One year to three years of customer service and/or general office experience
Preferred qualifications:
Bi-lingual skills in Spanish or Russian highly desirable, but not required
Selection Process
Click “Apply” at the top of this posting to start the online application
Required application materials include:
a complete online city application (Do not put ‘see resume’ in any fields)
a resume
a cover letter that includes:
Interest in public service and working for the City of Gresham
A summary of customer service skills and experience
complete answers to the supplemental questions (Do not put ‘see resume’ in any fields)
Applications received without a cover letter will not be considered. Cover letters will be reviewed for accuracy, professional appearance and effective communication style.
A review of all application materials, minimum qualifications and experience will determine those applicants to be invited to an oral board interview.
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.
Please direct questions about this position to 503-618-2549 or [email protected].
If you need assistance with the online application, please contact NEOGOV directly at 1-855- 524-5627.
***Any offer of employment is contingent upon successful completion of a criminal background check***
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