Job Information
Sacramento Municipal Utility District Customer Services Representative I in Sacramento, California
Title: Customer Services Representative I
Department: Customer & Community Services
Location:
Sacramento, CA, US, 95817-1899
Category: Customer Service
Minimum Pay Rate: $29.71
Maximum Pay Rate: $32.79
Posting Type: Open
As of 9:00 PM, Monday, November 4th, we have 1700 candidates who have applied to the posting.
Only the first 3,000 applicants will be considered for this opportunity. Once 3,000 applications have been received, this posting will be closed and no additional applications will be accepted. Apply early!
This posting intends to create an eligibility list which may be used to fill future Customer Services Representative I positions over the next two (2) years.
SMUD's Customer Service Representative I positions are part-time after the 10-12 week training period upon hire. As part-time employees, they are still eligible for SMUD benefits. On site and remote positions are available.
Bilingual candidates are highly desirable and encouraged to apply.
UPDATED RESUME REQUIRED. You must clearly demonstrate, on your resume, that you possess the knowledge, skills and experience required in the minimum qualifications listed in this posting. The candidates who meet the minimum qualifications will be invited to the examination.
An online examination is tentatively scheduled for the week of November 18th. Exams are strictly PASS/FAIL, results will be sent to each applicant approximately two weeks from the exam date.
All communication regarding this hiring process will be via email. SMUD is not responsible for mail that is directed to your junk mail inbox so please be sure to add SMUD to your safe senders list.
SMUD offers testing accommodations under the Americans with Disabilities Act (ADA)/California Fair Employment and Housing Act (FEHA). An individual with a disability under applicable laws is defined as someone who has a physical or mental impairment that limits a major life activity, such as working, or who suffers from certain medical illnesses. To substantiate eligibility, a candidate may be required to provide medical certification of having a disability. If you are requesting a reasonable accommodation that will allow you to complete the examination and/or interview process, please reach out directly to SMUDrecruiter@smud.org at your earliest convenience. All requests must be received at least three (3) business days prior to the examination date.
Purpose
Receives, investigates, analyzes and responds to residential customer inquiries regarding their electric service, bills and programs; provides a variety of information to customers regarding their electric service; enrolls eligible customers into special electric service programs/accounts; reviews and grants routine payment extensions for and/or amortizes debts with customers.
Nature and Scope
This is the entry/beginning level in the Customer Service Representative series. Incumbents serve in a learning capacity under direct supervision.
Duties and Responsibilities
Successfully completes residential Customer Service Representative training requirements and obtains the necessary certifications; meets established performance standards for the Contact Center.
Learns and applies Contact Center residential processes and procedures, including receiving inquiries from residential customers via mail, e-mail, fax, telephone, referrals, and in person; ascertains and evaluates information from customers to determine the specific nature of their requests and/or process and implement their requests.
Learns to utilize communication and customer service skills and apply sound judgment to determine appropriate actions to be taken to resolve residential customer requests.Learns and applies methods and procedures of communicating with residential customers to inform them of their electric service actions and arrangements such as: move orders, reconnects, disconnects, and provides basic information to residential customers regarding their accounts and all SMUD programs.
Learns and applies techniques of up-selling energy service programs to residential customers and determines customer eligibility for various SMUD programs.
Learns and applies procedures for analyzing, interpreting, and advising residential customers of SMUD rules, rates, regulations, and standards related to providing electric services, programs, and other services.
Maintains records, including interaction records, using a personal computer and a variety of software applications.
Required Education
- High School diploma or equivalent
Required Experience Qualifications
At least one (1) year of customer facing experience or equivalent training/education to provide the necessary knowledge and skills
Knowledge Of
Proper telephone etiquette and customer care practices to internal and external customers; mathematics to perform basic arithmetic computations; proper English usage, grammar, punctuation, vocabulary, and spelling; operation of personal computers and the use of specified computer applications, such as word processing, spread sheets, and databases.
Skills To
Communicate clearly and effectively with the public and with SMUD employees; understand and follow oral and written instructions, and follow-up with supervision with appropriate analysis of situations, data, and documents; plan, organize, coordinate, and prioritize assigned tasks to successfully meet deadlines; perform multiple and diverse tasks concurrently in a highly demanding work environment; work cooperatively with diverse personalities in a team-oriented environment; perform a wide range of customer service functions with speed and accuracy and use sound judgment in recognizing scope of authority; maintain effective office procedures and record keeping and filing systems; interpret and apply policies, procedures, standards, and requirements related to area of responsibility; use relevant SAP and related software and databases; use a variety of business office and Contact Center equipment; use SMUD intranet and internet systems; adhere to and accommodate highly structured work schedules; respond with courtesy and tact under extreme pressure to resolve difficult and complex problems with disgruntled and/or violent customers; compile information to prepare monthly team/division statistics; follow oral and written instructions; work in a safe and effective manner.
Desirable Qualifications
Bilingual
Job tenure in a customer service position
Customer service experience engaging with customers either face-to-face or via phone/chat
Physical Requirements
Applicants must be able to perform the essential job functions with or without a reasonable accommodation.
Sacramento Municipal Utility District (SMUD) - Who We Are
As the nation's sixth-largest community-owned electric service provider, we're proud of our reputation as one of the best places to work in Sacramento. Our employees tell us in our engagement surveys they're "Happy, satisfied and engaged" which helps create a workplace that best serves our customers. Sacramento was named as the 2nd happiest place to work in America by Forbes Magazine. Lake Tahoe, San Francisco and the world-renowned Napa Valley are within easy driving distance of our locations.
Our Commitment to Diversity & Inclusion
SMUD celebrates diversity, and inspires an inclusive culture based on trust and respect to create belonging and connection among our employees, customers, and communities. By working together, we are powering positive, equitable opportunities for all. We aspire to be a workplace where you can be yourself, achieve your best, and thrive together.
An example of our commitment to Diversity, Equity, Inclusion, and Belonging is when SMUD signed the California Equal Pay Pledge in 2020. This requires equal pay for employees who perform “substantially similar work,” when viewed as a composite of skill, effort, and responsibility at the time those employees started within that classification. As such, initial hiring salary range is not subject to negotiation and salaries will vary over time based on performance.
SMUD is proud to be an equal opportunity employer. We do not discriminate in employment decisions on the basis of race, color, religion, gender (including pregnancy), national origin, political affiliation, sexual orientation, gender identity or expression, marital status, disability, genetic information, age, veteran status, or any other applicable legally protected characteristic. All employment decisions are made on the basis of individual qualifications, merit, and business needs and interests.
Why Sacramento, California?
The capitol of California, Sacramento is the state's sixth-largest city, and the 35th largest in the U.S. Local universities include California State University, University of the Pacific's McGeorge School of Law, and the University of California, Davis and several competitive community colleges. The UC Davis Medical Center, a world-renowned research hospital, is one of more than a dozen hospitals and shared services centers in the Sacramento region. Part of the agriculturally-rich Central Valley, Sacramento is at the forefront of the farm-to-fork food movement. Northern California is home to some of the country's top technology companies, including Google and LinkedIn, and a multitude of startups in many industries. Sacramento is home to the NBA Kings, the River Cats (AAA baseball), the Republic FC (soccer) and the San Francisco Giants, NBA Warriors and NFL 49er's aren't far away. Sacramento offers an affluent liberal arts community with Broadway, Mondavi Center, Crocker Museum and summer musical theater to name a few.
SMUD provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. SMUD complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
SMUD expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of SMUD employees to perform their expected job duties is absolutely not tolerated.
Req ID: 1781