Customer Service Representative

JOB Start strong. Grow your career. Serve your community. Join Our Team at Benton PUD! Full-Time Non-Exempt | Bargaining Position | 4-10s Schedule: Monday - Thursday | Starting at $26.18 per hourWe’re hiring a Customer Service Representative to deliver exceptional service to our community by assisting with billing inquiries, account services, and customer support in our Kennewick, WA office. This is more than just a starting role—it’s a career pathway. Candidates hired as a Customer Service Representative are expected to develop and progress to the Customer Service Coordinator level through training, skill development, and demonstrated performance. If you’re detail-oriented, customer-focused, and ready to grow your career in public service, we want to hear from you. Apply today!The primary purpose of this position is to provide service to customers by handling a variety of customer account and billing issues, including answering telephone calls, performing payment processing and cashiering duties, performing account analysis in terms of credit/collections and payment arrangements, mail processing / delivery, and maintaining professionalism, to ensure service expectations are achieved and departmental policies, procedures and standards are followed. EXAMPLE OF DUTIES Support the District’s mission to serve our customers and foster a positive workplace by personally choosing behavior aligned with our values and ethical code.Contribute to achieving the department’s service level goals and performance standards by providing quality customer interactions and resolutions on the phone and in person.Ensure customer payment processing is timely and accurate and is in accordance with established District policy and departmental procedures by receiving and posting payments, reconciling cash drawers daily and operating the remittance processing system. Ensure efficient and effective lobby and phone system service by providing prompt greetings, handling routine customer requests, and referring customers to the appropriate department as needed.Ensure correspondence and payments are collected in a timely manner by picking up mail at the post office on an as needed basis; opening, sorting and routing of mail; performing Operations facility mail retrieval and delivery; operating postage meter and letter inserting equipment; preparing outgoing mail.Ensure returned mail is handled in an appropriate manner by conducting research to locate current addresses for customers and updating the customer information system in accordance with returned mail procedures.Maximize efficiency and service by utilizing multiple technologies and systems, recommending enhancements, and by training other customer service employees on use. Contribute to protecting the District’s assets by preparing for and maintaining accounts for external collections.Ensure excellent customer service is provided by taking and processing requests for starting and stopping service, creating and modifying landlord agreements, assisting with credit issues, receiving outage calls, and resolving other customer service matters. Ensure timely account service activity by selecting and completing service orders in the customer information system, initiating disconnect/reconnects and by researching and responding to customer bill and service inquiries.Complete other duties as assigned to meet team, department and organizational goals. SUPPLEMENTAL INFORMATION Attendance: Consistent need to attend work at the job site or work location. Frequent or constant need for punctuality.Physical Effort: Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. Occasional need to move or lift boxes and/or files weighing up to 30 pounds. Environment: Primarily located in a comfortable indoor area. May be exposed to seasonal changes in weather, including moderate to extreme temperature changes and winds, while leaving door tags at premises. Hazards: Most of the time is spent in general office or equivalent conditions.Sensory Attention: Typically requires regular use of one or more senses of medium intensity and long duration.Job Pressure/Deadline Orientation: Under regular pressure to meet deadlines, quotas and/or must frequently deal with unpleasant issues related to people or situations.