Fiber Customer Service Rep - Limited Assignment

Applicants are required to submit a combined cover letter and resume in one document. Your cover letter must summarize:

1. Your experience providing customer service.
2. Your experience coordinating work delivery and generating invoices.
3. Your experience developing and/or improving business processes. your interest, education and experience relative to this role.

Incomplete materials will not be considered.

To expedite the application process, combine your cover letter and resume into one PDF document before applying and upload electronically when requested in the online application process.

This position is OPEN UNTIL FILLED and applicants are encouraged to apply immediately.  The first review date for application materials is scheduled for September 18.

Interested parties are also invited to contact Human Resources at joblist@chelanpud.org to discuss the position.

$31.81 - per hour 

Fiber Customer Service Representative

Join our team at Chelan County Public Utility District. As one of the largest hydroelectric generating utilities in the Northwest, our mission at Chelan PUD is to improve the quality of life for the thousands of people who call our pristine desert and mountain community home.

Overview
The Fiber Customer Service Representative is the primary liaison between the District's operational fiber staff and fiber service providers. This includes providing substantial assistance in the coordination of efforts and initiating actions to resolve problems and facilitate procedures for the Fiber & Telecommunications departments. Responds to calls and escalates issues including construction related questions, rates, programs, policies, and procedures. Provides initial support to staff and Service Providers for customer management software systems. Performs monthly billing functions. Assists with administrative duties, as requested. Must practice considerable judgment, confidentiality, flexibility, work prioritization and diplomacy in supporting staff.

Responsibilities

• Coordinate fiber service requests, line extensions and service installations following established procedures and using established priorities. Assist in resolving scheduling conflicts. Communicates fiber install schedules to service providers. Facilitate the resolution of service requests. Monitor and communicate service request status. Complete ONT installations in fiber solution and work orders within Maximo.
• Provide front line customer service to Service Providers by responding to and emails: provide response to routine inquiries and/or route/elevate calls and other forms of inquiry to appropriate party.
• Establish and maintain productive working relationships with Service Providers. Communicates fiber rates, policies and service options to Service Providers. Research, provide and follow-up on monthly pending held open orders list to Service Providers for review and resolution.
• Develop and coordinate fiber internal and external monthly billing activities with other departments. Act as the first point of contact for billing issues and resolution. Track and monitor payments, arrange payment plans, disconnect notices and reports invoicing status to management.
• Support the preparation, execution, and administration of service contracts. Tracks and monitors contract compliance and taxability. Act as the first point of contact for service provider contract questions and assistance.
• Assist Fiber Outreach Specialist with the delivery of service provider and customer outreach, education, and marketing programs.
• Maintain regular and predictable attendance: Perform related duties and responsibilities as required. Comply with District policies. Complete all required training. Maintain a working knowledge and comply with District safety procedures and specific safety requirements of this position, and those in accordance with applicable provisions of the Revised Code of Washington (RCW) and Washington Administrative Code (WAC).

Reports To
Supervisor - Customer Service & Dispatch

Overtime exemption
Non-Exempt

Qualifications

Education
Equivalent experience (year for year) may substitute for required education.

• Associate Degree in business or equivalent from a two-year college or technical school; or equivalent combination of education and experience required.

Experience

• 2+ years experience managing relationships with customers and business owners, coordinating work delivery and generating invoices for customers, or closely related experience required.
• Utility experience particularly in fiber and telecommunications preferred.
• Experience developing or improving business processes and/or developing management reports desired.

Skills and Abilities
A fully skilled incumbent will have the following knowledge skills & abilities:

• In-depth knowledge of fiber and telecommunications service customer operations, effective customer service techniques, and utility service installation work practices, standards, and tasks.
• Knowledge of scheduling practices and functions with the ability to break complex tasks down into manageable parts.
• Strong verbal, written communication, and problem-solving skills.
• Moderate analytical and critical thinking skills.
• Ability to calmly handle difficult interactions with end-users and service providers.
• Must have the ability to work collaboratively, interact effectively, professionally, and provide quality service to employees and customers.
• Ability to maintain confidentiality at all times.
• Ability to influence others without formal authority.
• Prioritize/organize tasks, elicit cooperation and coordinate total efforts to accomplish a task.
• Work collaboratively, interact effectively, professionally, and provide quality service to employees and customers.
• Must be proficient in reading, writing and speaking English.
• This position communicates with the public 5 - 20% of the time. Bilingual fluency in English and Spanish is desired.

Physical Demands

• Sitting - Frequently
• Standing - Frequently
• Walking - Occasionally
• Stooping/Bending - Occasionally
• Reach Waist to Shoulder - Occasionally
• Wrist/hand/fingers manipulation (keyboarding, mousing, etc.) - Frequently
• Repetitive Motions - Frequently
• Talking - Frequently
• Visual - Far Acuity - Occasionally
• Visual - Depth Perception - Occasionally

Working Conditions

• Noise Intensity Level: - Quiet

District Values

• Safety - Protect public and employee health and safety
• Stewardship - Acting on behalf of customer-owners, protecting public resources entrusted to us
• Trustworthy - Competence, integrity, respect
• Operational Excellence - High-quality innovative work execution

The statements contained herein reflect general details as necessary to describe the principal functions for this job, the level of knowledge and skill typically required, and the scope of responsibility. This should not be considered an all-inclusive listing of work requirements.  Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload.

Chelan PUD is an Equal Employment Opportunity employer (EOE Minorities/Females/Protected Veterans/Disabled). We value diversity at all levels of the organization. All qualified applicants will receive consideration for employment without regard to any protected classifications as defined by law.

EEO Law Posters can be found on the main Careers page in English and Spanish. 

Chelan PUD will not be offering any work visa sponsorship for this role.

Pay Transparency Nondiscrimination Provision

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)