Customer Service Representative, Lead

Position Description

This advertisement is to create a list that will be used to fill Customer Service Representative, Lead vacancies for the City of Tacoma and Tacoma Public Utilities for a period of one year. Join us in making a difference in our community and delivering top-notch customer service. Apply today and become a part of our team!
Vacancies may occur within the following departments (w ork locations and schedule will vary by position) :
Tacoma Public Utilities

Fire

Finance

Environmental Services
This is the third level customer service classification in a series. Provides consultation and facilitates customer service problem resolution. Incumbents in this classification perform technically advanced customer service functions, are responsible for lead duties including providing training, work direction, and reviewing the work of others to ensure accuracy.

Essential Duties are as follows:

• Have a customer focus to build strong customer relationships and deliver customer-centric solutions
• Serve as a lead and subject matter expert in performing technical customer service duties
• Resolve complex billing issues
• Handle escalated calls, advanced billing corrections, and provide guidance and work direction
• Perform technically advanced customer service functions
• Manage and coordinate processes related to serving Environmental Services customers and supporting the staff
• Possess the skills and ambition to lead a group, from the direct tending of customer needs to long-term growth and development of the department
• While being "an air traffic controller" across phone, email, and in-person interactions, you also need to be able to tend the information systems, web environments, Standard Operating Procedures (SOPs), and operational details
• Have an appreciation for and understanding of the operational niceties of expert customer services procedures
• Work safely and cooperatively with co-workers and the public;
• Regular and consistent attendance;
• Perform related duties as assigned.

The ideal candidate will possess the following competencies:

Collaborates

• Work cooperatively with others across the organization to achieve shared objectives
• Partner with others to get work done
• Credit others for their contributions and accomplishments
• Gain trust and support of others

Communicates effectively

• Keep others informed
• Listen attentively to others' insights, advice, and instruction
• Speak with an appropriate amount of detail
• Explain difficult concepts in simple terms

Decision quality

• Demonstrate good judgment in routine, day-to-day decision making
• Consider various inputs, criteria, and trade-offs to arrive at effective decisions and recommendations
• Use good judgment about whether to act independently or to escalate an issue to the next level

Directs work:

• Provide clear direction and accountabilities
• Delegate and distribute assignments and decisions appropriately
• Provide appropriate guidance and directions based on people's capabilities
• Intervene as needed to remove obstacles

Demonstrates self-awareness

• Reflect on activities and impact on others
• Proactively seek feedback without being defensive
• Admit mistakes and gain insight from experiences
• Know strengths, weaknesses, opportunities, and limits

Instills trust

• Show consistency between words and actions
• Is honest and straightforward when working with others
• Honor agreements and commitments, even when working through competing priorities
• Maintain integrity and professional codes of conduct.

Qualifications

Graduation from high school or equivalent

AND

Three years of increasingly responsible customer service experience in a call center or customer service counter for a business or agency including experience interpreting, applying and explaining rates, codes and regulations.

LICENSING, CERTIFICATIONS AND OTHER LEGAL REQUIREMENTS:
There may be instances where individual positions must have additional licenses or certification. It is the employer's responsibility to ensure the appropriate licenses/certifications are obtained for each position.

• Depending upon assignment a WA driver's license may be required
• Individuals may have to pass a background check depending upon assignment

Knowledge & Skills

Knowledge of: customer service training and supervisory principles and practices; City rates, governmental policies and procedures regarding area assigned; office practices and procedures; government structure and process, office technologies, and appropriate language usage.

Demonstrated Skills in: leading a cohesive workgroup, operation of computers and office equipment; performance of business arithmetic; advanced customer accounting and collection operations; interpret, apply and explain rates, codes, rules, regulations, policies and procedures; effective verbal and written communication; planning and organizing work; analyzing situations to develop a course of action; interacting respectfully and sensitively with individuals and groups to develop productive relationships and provide customer service.

Ability to: provide consistent leadership to a group consistent with the objective of cohesive and effective performance, calculate complex bills, compute differences and explain complicated rate schedules; research and resolve complex billing issues, interpret computer printout data; perform multiple tasks simultaneously, effectively, and efficiently; follow written and verbal directions; establish and maintain effective working relationships.

Selection Process & Supplemental Information

To be considered for this career opportunity:
Please complete an online application and attach a detailed resume and cover letter th at includes major responsibilities and accomplishments related to the position.

Examination Process:
This is a competitive selection process. Questions #5-10 are the experience and training test that will be used to establish the eligibility list. These questions will be scored by subject matter experts who will not have access to any of your application materials, and will provide scores based solely upon your answers to the questions. Your answers must stand on their own merit. DO NOT RESPOND WITH "SEE RESUME" in lieu of answering this question, as raters will not have access to your resume or application, and this will result in a score of 0 points, and you will fail the test. Your score on the experience and training test will ONLY reflect your response to the questions asked.

Applicants must meet the minimum qualifications and pass in order to be placed on the eligible list. The individual selected must successfully complete a 9-month probationary period prior to obtaining permanent status in this classification.

This position is covered by a Labor Agreement between the City of Tacoma and IBEW Local 483.

The online application system requires you to enter a substantial amount of information. Be prepared to spend an hour or more entering the required information. In order for your application materials to be considered, all information must be submitted by the closing date and timelisted on this job announcement.

Communication from the City of Tacoma:
We primarily communicate via email during the application process. Emails from cityoftacoma.org and/or governmentjobs.com must be placed on your safe domain list to ensure that you receive notifications in a timely manner. As a precaution, you may also want to check your junk email folders.

In order for your application materials to be considered, all information must be submitted by the closing date and time listed on this job announcement .

For assistance with the NEOGOV application process, or questions regarding this job announcement, please call Human Resources at (253) 591.5400 before 4:00 pm of the closing date of the job announcement.

Agency
City of Tacoma

Address
Human Resources Department
747 Market Street
Tacoma, Washington, 98402-3764

Phone
253-591-5400

Website
http://www.cityoftacoma.org

The City of Tacoma provides excellent medical, dental and vision plans for the whole family; paid holidays and paid leave; participation in the Tacoma Employees' Retirement System (alternate plan for Police/Fire); continuing education and advancement opportunities and a growing variety of City-sponsored health and wellness opportunities and incentives.

Medical Coverage: For eligible employees and their families, including domestic partners and dependent children age26 or younger.

Dental Coverage: For eligible employees and their families, including domestic partners and dependent children age26 or younger.

Vision Coverage: For eligible employees and their eligible dependents.

Paid Leave: City employees are entitled to received paid holidays, sick/vacation leave or personal time off (PTO), depending upon union affiliation and appointment type.

Insurance Plans: Employees are covered by a long-term disability plan. Short-term and expanded long-term disability insurance plans are also available to employees. The State Industrial Insurance Act also covers employees.

Deferred Compensation: Income can be set aside on a pretax basis and invested for supplementation of normal retirement income.

Retirement: All employees of the City, except members of the Police and Fire services, Tacoma Rail and certain project employees, are included in the Tacoma Employees' Retirement System. Information on the Tacoma Employees' Retirement System can be found at www.cityoftacoma.org or by calling (253) 502-8200.

Other Employment Information

Direct Deposit: Employees are paid on a bi-weekly schedule by direct deposit.

Salary Increases: Based on satisfactory job performance, the City provides for a regular progression of salary increases for most classifications according to the salary schedule.

Union Affiliation: Many job classifications are covered by union security provisions which require union membership, dues, or payment of equivalent service fees.

Note: The provisions of this job announcement do not constitute an expressed or implied contract. Any provision contained herein may be modified and/or revoked without notice.

Closing Date/Time: 1/2/2025 5:00 PM Pacific

• 

• City of Tacoma

• 253-591-5400

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