Business Customer Service Advisor

Position Description

Seattle City Light, a department of the City of Seattle, is one of the nation’s largest municipally owned utilities in terms of the number of customers served. Over the years we have worked very hard to keep Seattle's electricity affordable, reliable, and environmentally sound. Today, City Light is a recognized national leader in energy efficiency and environmental stewardship.

Initially launched as a pilot, the Business Customer Service Advisor role has proven successful in advancing Seattle City Light’s strategic goals—enhancing the customer experience and delivering services in ways that align with customer preferences.

This position will report to the Business Customer Service Program Manager.

Job Responsibilities

Here Is More About What You’ll Be Doing

- Staff the Commercial Customer Service Center telephone line and email box during operational hours.

- Provide knowledgeable, unbiased, objective, and customer-friendly information to a wide and diverse customer base.

- Receive, manage, and track small and medium commercial customer issues.

- Proactively contact delinquent commercial customers at risk of service disconnection via multiple channels to help address issues and maintain service.

- Negotiate and establish payment plans for delinquent commercial customers.

- Using the knowledge of the organization and organizational function, drive customer needs within and between department divisions advocating for procedure changes and process improvements that support the customer.

- Using management and system analysis techniques, originate new and different solutions to customer concerns and improve customer service.

- Obtain missing or incorrect information on customer accounts. Identify and research issues.

- Compose and email responses, organize and track issues, respond to customer inquiries, concerns and complaints via phone and emails.

- Implement standard operating procedures to assure quality control and service quality delivery while maintaining calm during potentially stressful customer calls.

- Use good judgment to determine when to seek additional information or clarification from supervisors or specific program managers when needed.

- Utilize Customer Information System to research account information; enter updates to Small and Medium Commercial customer account records; document details of customer interactions

- Analyze and evaluate the effectiveness of operating procedures and devise the most efficient methods to meet the program and system needs for small and medium commercial customers.

- Develop, implement, and evaluate automated and manual management information systems related to the Commercial Customer Service Center.

- Collect, document, and enter customer questions, concerns, comments, and other data about the inquiry into a searchable information database.

- Prepare comprehensive reports and a variety of correspondence and memorandums outlining findings and recommendations.

- Develop reports and respond to request for reports from the Business Customer Services Office.

- Make recommendations regarding City Light’s approach to serving small and medium commercial customers using the data collected.

Qualifications

Required Qualifications: Education:

Bachelor’s degree in business or public administration, finance, computer science or related field.

Experience:

Two years in systems operational, procedures research or analysis and

(or a combination of education, training and/or experience that provides an equivalent background required to perform the work of this class.)

Desired Qualifications - You will be successful if you have the following experience, skills, and abilities:

- Three years of public customer service experience working with business customers.

- Strong influencing and negotiation skills

- Experience acting as a customer advocate.

- Strong creativity and problem-solving skills.

- Knowledge of management operations, process improvement, and continues improvement concepts.

- Knowledge of Public Utility programs and processes.

- Knowledge of Seattle City Light systems such as CCB, MSCS, BI Publisher, WAMS, AIMS, Kubra.

- Research skills – Demonstrated ability to locate information from various sources and determine its accuracy.

- Oral Communication Skills - Experience communicating technical information to a diverse audience including customers and industry representatives. Good listening skills and ability to influence informed decision-making. Skilled in turning conversations around and turning negatives into positives.

- Written Communication Skills - ability to respond to customer inquiries in writing including the ability to summarize program offerings and basic requirements. Good command of the English language including spelling, grammar, and proofreading skills.

- Computer Skills - Advanced experience using the internet, Word, Excel, PowerPoint, Visio, Acrobat, Tableau, and Outlook. Ability to transfer information to an electronic medium.

- Demonstrate strong time management skills

- Willingness to be proactive and take the initiative.

- Ability to efficiently work independently with minimal supervision, remain calm during difficult situations and remain professional at all times.

- A team player who demonstrates respect, professionalism, and courtesy to team members and values the input of others.

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

.

Additional Information

The full salary range for this position is $45.74 to $53.27 per hour.

Application Process Please Submit The Following With Your Online Application

- A cover letter in which you clearly describe how your knowledge, experience, skills, and abilities prepare you for the job responsibilities and qualifications outlined in the job announcement

- A current resume of your educational and professional work experience.

- Incomplete Applications will not be considered*

Who May Apply : This position is open to all candidates that meet the qualifications. Seattle City Light values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity. Seattle City Light encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQIA+, people with disabilities, veterans, and those with diverse life experiences.

Job offers are contingent on the verification of credentials and other information required by the employment process, including the completion of a background check. The background check will involve a criminal history check, which includes conviction and arrest records in compliance with the Seattle’s Fair Chance Employment Ordinance, SMC 14.17 and the City of Seattle Personnel Rule 10.3. A driving history review may be conducted in compliance with SMC 4.79.020.Applicants will be provided an opportunity to explain or correct background information.

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.

Want to know more about Seattle City Light? Check out our web page: https://www.seattle.gov/city-light/about-us/careers.