The City of Portland's Water Bureau is seeking qualified Customer Account Specialist I's to join their team.
About the position: The Customer Accounts Specialist I (CASI), is a position that provides specialized customer service and problem resolution to customers of the Portland Water Bureau and Bureau of Environmental Services. The position will work in a fast-paced and customer-centric environment that requires a positive attitude, attention to detail, the ability to multi-task, and a true desire to help others.
About the Division: The current vacancies are in the Call Center, where the primary responsibility is to interact with customers by phone and email. A CASI in the Call Center will consistently review accounts, take payments and make payment arrangements, resolve customer inquiries and complaints, explain information to customers, calculate charges, start and stop services, and handle sensitive actions such as termination of service, liens, and assessments.
Duties and responsibilities include:
- Talking with customers about their account needs over the phone, through email, and from web requests.
- Calculating and posting charges and adjustments on bills.
- Account management- using a CRM (customer relationship management/billing) tool to enter, modify, correct and generate information related to customer service, the billing of our customers, and collection of funds.
- Learning and applying various policies and procedures, program services, codes, laws, ordinances, and regulations, and how to assist customers within those parameters.
- Accurate and meaningful record-keeping.
- Process payments and establish appropriate payment arrangements for customers.
- Opening and closing of customer accounts.
As a person, you are:
- Strong Communicator: Effective communication skills with diverse groups (including different communication styles, cultures, languages, and professions). Able to communicate in via telephone, mail, web, and in person. Ability to explain complex policies to customers in ways they can understand.
- Emotionally Intelligent: skilled in conflict resolution, trauma-informed care lens, and de-escalation. Listening to the needs of the customer.
- Creative Problem Solver: You are an out-of the-box thinker and excited to brainstorm new ideas to assist customers with effective solutions.
- Multi-Tasker: You can talk with a customer, while simultaneously recording key elements of the transaction into a data system.
- Empathetic: You can understand diverse perspectives and bring empathy to your work and communication style.
- Knowledgeable: You spend time learning, researching, and equipping yourself with the history of past accounts to provide the best solutions for customers.
- Flexible: You can work independently and with others while remaining flexible, agile, and calm in a high-paced environment that relies on quick and stable decision-making.
- Diplomatic and Tactful: you are experienced in dealing with sensitive, complex, and/or confidential customer issues.
Although not required, being fluent in a foreign language, specifically Spanish, Russian, Cantonese, and Vietnamese are highly desired for this position.
This classification is represented by the District Council of Trade Unions (DCTU). To view this labor agreement, please go to https://www.portland.gov/bhr/employee-relations/labor-relations/labor-agreements and click on the appropriate link. Applicants start at the entry salary rate. If you are a DCTU-represented employee, see the labor agreement for additional information or talk to your union representative.
The Water Bureau has a total of two vacancies to fill: 2 Limited Duration. Persons appointed to limited-term positions will be designated as limited-duration employees whose appointment shall not exceed two (2) years except for the extension of grants or funding from outside sources.
About the Portland Water Bureau:
The City of Portland Water Bureau’s mission is to serve excellent water every minute of every day to almost 1 million customers in the Portland Metropolitan area. We work to uproot systemic inequities and their impacts on our employees and the people we serve. We are committed to the difficult—and essential—work of transforming Water Bureau policies, practices, and culture to better serve historically and currently oppressed communities. Black, Indigenous, People of Color, and people with disabilities, are encouraged to apply for this position.
Our mission: We serve excellent water every minute of every day.
Our vision: The water our community loves is safe and abundant for generations to come.
Our equity commitment: We work to uproot systemic inequities and their impacts on our employees and the people we serve. We commit to the difficult—and essential—work of transforming Water Bureau policies, practices, and culture to better serve historically and currently oppressed communities.
More Information about the bureau: www.portlandoregon.gov/water
City of Portland Core Values:
Anti-racism | Communication | Collaboration | Equity | Transparency | Fiscal Responsibility
These values guide our actions as we serve the community and engage our workforce. To learn more about the City's core values, please click here.
Why work at the City of Portland?
The City of Portland workforce serves a population of over 650,000. We are culture- and solutions-driven, viewing every challenge as an opportunity to learn, improve, and share our expertise. We are committed to removing systemic barriers to resources, access, and opportunity. The City is a believer in ALL people and continues to actively recruit and retain diverse top talent every day. We offer a comprehensive benefits package, including but not limited to medical, dental, vision, basic life, and short- and long-term disability coverage to eligible employees and their families. If you are open-minded, motivated, community-focused, and self-aware, please apply yourself at the City of Portland today.
The City of Portland also participates in the Oregon Public Employees Retirement System (PERS). For more information on the City of Portland's benefits please click here.
COVID-19 Vaccine Requirement
As of October 18, 2021, all City employees must be fully vaccinated for COVID-19. This is required for all positions at the City of Portland. Proof of being fully vaccinated is required by the date of hire. You may request an exception, for health or religious reasons, from getting the COVID-19 vaccine at the time a position is offered.
Currently, many positions with the City of Portland are being performed remotely due to COVID. In the future, current positions classified as “full-time remote” will: 1) become a remote/onsite mix or 2) revert to full-time at a city work location.
All of the following minimum qualifications are required for this position. Applicants must specifically address in their resume and answers to supplemental questions how their education, training, work experience, and/or lived experience, meets each of the following minimum qualifications:
- Ability to effectively and professionally communicate over the phone, in a face-to-face setting, and in writing.
- Knowledge and experience with billing, billing systems, credit and collection methods, and accurate data entry.
- Ability to establish and maintain effective interpersonal relationships with a diverse group of customers, coworkers, and others, some of whom English is not their primary language.
- Experience in interpreting and explaining regulations, rates, codes, and procedures, and assessing that information to make appropriate recommendations for action.
- Experience in conflict resolution and de-escalating disputes.
- Experience and Knowledge in performing accurate math calculations.
Applicants must also:
- Must be fully vaccinated for COVID-19 per City/State mandate or have an approved exception by the date of hire.
An evaluation of each applicant's training and experience, as demonstrated in your resume and responses to the supplemental questions weighted 100% Do not attach materials not requested. Only candidates who meet the minimum qualifications will be placed on the equally ranked eligible list. You have 14 days from the notice of the examination results to let us know if you disagree with your results. Please read the City of Portland Administrative Rule 3.01 for complete information. Additional evaluation may be required prior to the establishment of the eligible list and/or final selection.
- Job Posting closes: 8/29/2022
- Applications Reviewed: 8/30/22- 9/2/2022
- Eligible List / Notices Generated: week of 9/5/2022
- Selection Phase Begins: Tentatively the week of 09/12/22
- Job Offer: Tentatively the week of 9/19/22
*Timeline is approximate and subject to change
Applicants must submit a professional resume and responses to the supplemental questions online, specifically focused on your qualifications for this position as identified in the "To Qualify" section of this announcement in accordance with the following Application Instructions:
- Your résumé and responses to the supplemental questions will be the basis for our evaluation of your qualifications for this position. Incomplete or inappropriate information may result in disqualification.
- Your responses to the supplemental questions should include details describing your education, training, and/or experience, and where obtained which clearly reflects your qualifications for each of the numbered items in the "To Qualify" section of this announcement.
- Your résumé should support the details described in your responses to the supplemental questions.
- Salary Range/Equity Pay Analysis: Please note per the Oregon State Pay Equity Law your salary is determined based on the experience and education listed in your resume/application. It is strongly encouraged to include any transferable experience (paid or unpaid regardless of how recent) to ensure your offer is reflective of all directly related and equivalent experience.
- If you are requesting Veteran's Preference, as identified below, please describe in your responses to the supplemental questions and resume any transferrable skills obtained during your military service and how they relate to each of the required minimum qualifications under the "To Qualify" section above.
Please note, all completed applications for this position must be submitted no later than on the closing date and time of this recruitment. All applications must be submitted via the City's online application process. Do not attach materials not requested. E-mailed and/or faxed applications will not be accepted.
Work Status: Non-citizen applicants must be authorized to work in the United States at the time of application.
Veterans' Preference: If you are requesting Veterans' Preference, attach a copy of your DD214/DD215 and/or Veterans Administration letter stating your disability to your profile, as well as checking the box identifying yourself as a Veteran. You must request Veterans' Preference AND include a copy of your documentation for each recruitment to which you apply. Veterans' Preference documentation must be submitted no later than the closing date and time of this recruitment.
ADA, Pregnancy, and Religious Accommodations: If you identify as a person with a disability, are pregnant or nursing, or observe a religious practice(s), and would like to request a reasonable accommodation when applying for this job, please contact the Recruiter below for assistance.
Equal Employment Opportunity: It is the policy of the City of Portland that no person shall be discriminated against based on race, religion, color, sex, marital status, family status, national origin, age, mental or physical disability, protected veteran status, sexual orientation, gender identity or source of income. The City values diversity and encourages everyone who is interested in employment with the City to apply.
Language Pay Differential: City of Portland employees who speak one or more languages in addition to English, may be eligible to receive a “language pay differential.” This is compensation for qualifying multilingual City employees who use their language skills to assist the community. More about the language pay differential can be found here.
Did you know? The City of Portland offers How to Apply Classes that are free and review best practices for applying to the City. Follow the link for the most recent list of scheduled dates: https://www.portland.gov/bhr/events.
Aly’ce Brannon-Reid, Senior Recruiter
Bureau of Human Resources
An Equal Opportunity / Affirmative Action Employer