Customer Service Representative

Position Description

Do you excel in fast-paced, performance-based environments? Do you think on your feet and have a knack for figuring out answers to challenging questions? Are you flexible and able to ride out challenges and contribute towards customers' satisfaction and your team's success?

The Department of Finance and Administrative Services (FAS) is seeking a friendly and detail-oriented Customer Service Representative to serve the community at neighborhood Customer Service Centers (CSC) throughout Seattle. The CSC program provides an accessible means for conducting city business as well as building community by providing the opportunity for in-person transactions.

This position requires working at multiple Customer Service Centers around the city, making flexibility and the ability to travel to various locations essential to success. In addition to weekday hours, the CSCs operate on Saturdays. The successful candidate will be scheduled to work Saturdays and will have two consecutive days off.

About Us

FAS is often the public's first interaction with the City of Seattle, operating as a customer-focused front door that assists with everything from paying utilities or reporting a pothole to requesting public information or even adopting a new pet.

The 450-plus employees of FAS span across 10 divisions and work behind-the-scenes providing critical functions, like managing 120 City facilities—including police and fire stations—coordinating logistics and emergency management and making sure minority-owned businesses can equitably compete for City contracts. FAS is a collaborative workplace with collective accountability to promote equity, respect, civility, integrity, inclusiveness, and fairness for all employees.

Job Responsibilities

Provide excellent front-line customer service in public community service centers.Process payments for utility bills, parking tickets, Municipal Court, pet license renewals, and U.S. Passport applications using an on-line remittance system.Resolve complex customer issues.Balance daily receipts and cash drawers and prepare cash bank deposits and associated reports.Provide information and referrals on recycling, conservation, energy assistance, voter registration, other City programs, and human service providers in the community.Participate on the team at the Customer Service Centers, which includes traveling between facilities to help coworkers with workload.

Qualifications

Minimum Qualifications

One (1) year of clerical experience involving customer service and public contact in a call center environment.

(Or a combination of education and/or training and/or experience which provides an equivalent background required to perform the work may be considered.)

License, Certification, And Other Requirements

United States Citizenship (as required by 22 US Code 219) for eligibility to process U.S. Passport applications - this is an essential function of this position.Current State of Washington driver's license or the ability to obtain one by the time of hire.

Desired Qualifications

Working knowledge of a Microsoft Windows environment and experience with a Windows-based billing system.Excellent customer service skills and the ability to communicate effectively with diverse customers.Prior experience respectfully interacting with homeless and/or mentally ill populations is a plus.Demonstrated ability to work independently and creatively solve problems.Excellent time-management skills.Cash handling experience.Conversational language skills in other languages that broadly represent the City such as Spanish, Vietnamese, Cambodian, Mandarin, Cantonese, Somali, Tagalog, or Korean will be highly valued.

Work Environment/Physical Demands

This position requires onsite work.Work involves dealing directly with customers who may be upset, angry and/or abusive.May be required to work outside of normal shift in the event of an emergency situation.

Additional Information

This position is classified as a Customer Service Representative. It is Civil Service represented, FLSA non-exempt and is eligible for overtime. The full range for this step-progression position is $28.31 - $31.70 per hour.

Application Process

Applications are reviewed after the posting closes. You must submit the following items to be considered for this position no later than 4:00pm Pacific Time on the scheduled closed date.

Completed NEOGOV online application.Cover letter describing how your skills and experience align with the stated job responsibilities and qualifications.Current resume indicating relevant experience, knowledge, skills, and education.

Your application may be rejected as incomplete if you do not include the relevant information in the application. Cover letters and/or resumes are not accepted in lieu of a completed application. Applications and/or Supplemental Questionnaires that state “see my resume” or “see my personnel file” are considered incomplete and will not be accepted.

PLEASE NOTE: This job advertisement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Background Check: Applicants must successfully pass a background check, which will be conducted in accordance with Seattle’s Fair Chance Employment Ordinance, SMC 14.17. Applicants will be given a chance to explain or correct background information and provide verifiable information of good conduct and rehabilitation.

Why work at the City of Seattle?

The City of Seattle recognizes every City employee must play a role in ending institutional and structural racism. Our culture is the result of our behavior, our personal commitments, and the ways that we courageously share our perspectives and encourage others to do the same. To cultivate an antiracist culture, we seek employees who will engage in the Race and Social Justice Initiative by working to dismantle racist policies and procedures, unlearn the way things have always been done, and provide equitable processes and services.

The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the City's website at: https://www.seattle.gov/human-resources/benefits/employees-and-covered-family-members/most-employees-plans