Customer Accounts Specialist I

City of Portland | Portland, OR

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Posted Date 3/13/2023

The Portland Water Bureau is seeking a Customer Accounts Specialist I to join the Customer Service Call Center

About the Division
The Customer Service Division of the Water Bureau is responsible for the meter to cash operations. Customer Service interacts with and serves our customers in a multitude of ways, including reading, maintaining, and installing their meters, answering customer calls, managing customer correspondence, sending bills and notices, payment processing, connecting customers with financial assistance programs, as well as a collection of funds.

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 Portland Water Bureau is committed to employing individuals who reflect our community's diverse backgrounds, cultures, and languages. 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, the ability to assist a diverse population of customers, demonstrate empathy, and a true desire to help others. 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, and assessments.

Duties and responsibilities include:

  • Answering customer inquiries and complaints via telephone, mail, web, and in person.
  • Explaining complex policies and procedures to customers in ways that they can understand.
  • Calculating and posting charges and adjustments on bills.
  • Listening to the needs of the customer and finding appropriate resources to match those needs.
  • Ability to work independently and with a group of others.
  • Exercising tact and diplomacy in dealing with sensitive, complex, and/or confidential customer issues.
  • Use of a sophisticated customer information system to enter, modify, correct and generate information related to customer service, the billing of our customers, and the collection of funds.
  • Understanding of various policies and procedures, program services, codes, laws, ordinances, and regulations, and how to assist customers within those parameters.
  • Ability to diffuse angry or hostile customers.
  • 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:

  • Highly collaborative: You can take direction from and advise program teams simultaneously. You enjoy working with teams from diverse personal and professional backgrounds and be flexible in how you collaborate.
  • Detail Orientated: You will have exceptional attention to detail and follow best practices for quality assurance in your work.
  • Problem Solver: You can work independently within established guidelines to solve issues and can think outside the box treating each interaction as a unique contact.
  • Empathetic: You can understand and share the concerns of others when problem-solving customer issues.
  • Equity Focused: You have experience placing an equity lens on projects and programs that you oversee or participate in by building effective two-way dialogue with underrepresented communities.
  • Analytical: You can analyze and visualize data into actionable conclusions. You are also able to conduct your own research.

Work Location

Currently, many positions with the City of Portland are being performed as a remote/onsite mix. In the future, these positions: 1) may remain as a remote/onsite mix or 2) revert to full-time at a city work location.

About the Water Bureau

The Portland Water Bureau's 600 employees work together to serve almost a million people in the Portland area. The bureau values a diverse workforce and seeks ways to promote equity and inclusion within the organization and with the public. 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:

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.

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 in 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.

The following minimum qualifications are required for this position

  1. Ability to effectively and professionally communicate over the phone, in a face-to-face setting, and in writing.

  1. Knowledge and experience assisting others while navigating and utilizing computer systems.

  1. 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.

  1. Experience in interpreting and explaining complex information, such as regulations, rates, or policies, and making appropriate recommendations for action.

  1. Experience resolving difficult or hostile situations.

  1. Experience in maintaining accurate records and performing precise math calculations.

Applicants must also possess:
  • 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 eligible list. (The candidates on the eligible list are equally ranked.) 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.

**PLEASE NOTE The eligible list generated from this recruitment may be used to fill future vacancies**

Recruitment Timeline:

  • Posting: 3/13/2023
  • Applications Reviewed: week of 4/3/2023
  • Eligible List: week of 4/3/2023
  • First Round of Interviews: week of 4/17/2023
  • Job Offer: week of 4/24/2023
  • Start date is flexible and can be anytime between 2-6 from the offer date

Please note: All timelines are approximate and subject to change. This timeline may be delayed due to the impacts of the current COVID-19 situation.

Application Instructions

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 resume should support the details described in your responses to the supplemental questions.
  • 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 11:59 pm, on the closing date 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 11:59 PM on the closing date 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 and How to Apply Videos. The class and the videos are free and review best practices for applying to the City. If you have questions after watching the videos you are invited to contact the recruiter listed on the announcement or starting in April 2023 you are invited to attend the Question and Answers session. If you prefer to attend a virtual in-person class, they are also available once a month. Follow the link for the most recent list of scheduled dates for the Question and Answer session and the How to Apply Class:


Aly'ce Brannon-Reid

Senior Recruiter/Recruiter, Bureau of Human Resources

An Equal Opportunity/Affirmative Action Employer

Listing Type
Government/Public Agency
Position Type
Full Time
Employer Type
Direct Employer
$45,822.40 - $66,102.40 Annually
Salary Type

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