Job descriptionThis job announcement creates an eligibility list for Customer Service Representative, Technical (CSRT) in the Finance Department. This is a second-level position in the Customer Service Representative series. CSRTs perform technical customer service duties serving as the customer's primary point of contact resolving complex tax, license, assessment and financial issues that involve research, auditing and/or advanced records corrections. CSRTs act as a technical specialist in interpreting and applying City and State codes and regulations to resolve complex issues, complaints, inquiries and customer service problems while maintaining appropriate confidentiality and professionalism. Incumbents in this classification typically act as subject matter experts, are problem solvers and can analyze situations and develop a course of action.
The City of Tacoma is committed to fostering a workplace that is innovative and flexible, and which attracts, supports, and retains a diverse and talented workforce. Telework arrangements may be available, depending on the position and needs of the City.
WHY WORK FOR THE CITY? The City of Tacoma is nestled along the shores of Commencement Bay in Washington State and offers many community parks, miles of beautiful waterfront, hiking & biking trails, golf courses, museums, and a world-class zoo with an aquarium. Tacoma also serves as a gateway to some of the most magnificent natural wonders in the world, such as Puget Sound, Mount Rainier National Park and the Olympic Peninsula.
The City of Tacoma provides excellent medical, dental and vision benefits for the whole family; paid holidays and personal time off; participation in Tacoma's Public Employees' Retirement System and a growing variety of City-sponsored health and wellness opportunities.
For more information on the City of Tacoma's benefit package feel free to explore City of Tacoma Benefits.
City of Tacoma Commitment to Diversity and Inclusion
Tacoma's diversity is its greatest asset. Tacoma embraces its multi-cultural and multi-ethnic character. Communities of color and immigrant communities are fundamental to Tacoma's entrepreneurial spirit, workforce, and long-term success. In Tacoma, equity and empowerment are top priorities, meaning that all Tacoma residents must have equitable opportunities to reach their full potential and share in the benefits of community progress. One of our goals is for the City of Tacoma workforce to reflect the community it serves. We actively work to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences. Our goal is for Tacoma to be an inclusive and equitable place to live, work, and play.
Graduation from high school or equivalent and two years of 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 certifications.
KNOWLEDGE & SKILLS:
- Customer service principles and practices
- City and governmental policies and procedures
- Office practices and procedures
- Government structure and process, office technologies, and appropriate language usage
- Thorough knowledge of use of related computer software
- Problem resolution
- Teaching and training
- Operation of computers and office equipment
- Performance of basic mathematical calculations
- 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
- Resolve technical customer service issues, calculate bills, compute differences and explain complicated rate schedules
- Interpret data
- Perform multiple tasks simultaneously, effectively, and efficiently
- Follow written and verbal directions
- Establish and maintain effective working relationships
SELECTION PROCESS & SUPPLEMENTAL INFORMATION:
Interested individuals must apply online, attach a cover letter and resume, and meet the minimum qualifications to progress in the rating process. Applicants who meet the minimum qualifications will be invited to complete an online assessment. Candidates who pass the assessment will be placed on an eligibility list for interview and hiring consideration. The eligibility list will be used to fill vacancies as they occur for approximately one year.
If applicable, scan and attach your DD-214 proof of military discharge disposition form at time of application.
Appointment is subject to passing a background check. This position is covered by a Labor Agreement between the City of Tacoma and Local 483. New employees must successfully complete a nine-month probationary period prior to obtaining permanent status in this classification.
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.
The online application system requires you to enter a substantial amount of information. Be prepared to spend at least an hour entering information. 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 application process or questions regarding this job announcement please contact the Human Resources office at (253) 591-5400 by 4:00 pm of the closing date of the job announcement. This will allow us to assist you before the job announcement closes.