Utilities Customer Service Specialist / Representative

Utilities Department Customer Support Services

The City's Utilities Department is seeking motivated, service-oriented professionals to join our Customer Support Services Division. We are currently recruiting for two positions : Customer Service Specialist and Customer Service Representative. These positions are ideal for individuals who thrive in a fast-paced, public-facing environment and are committed to delivering high-quality service to our community.

The Customer Service Specialist performs complex and technical customer service duties, including utility billing, account analysis, reconciliation, and the resolution of escalated issues. This role requires strong analytical skills, attention to detail, and the ability to exercise independent judgment in decision-making. The ideal candidate is a detail-oriented professional with extensive experience in utility billing and customer account resolution, preferably in a municipal environment. They possess a strong understanding of billing systems, metering practices, and consumption analysis, and can confidently manage complex account discrepancies with minimal oversight.

The Customer Service Representative serves as the first point of contact for utility customers, providing information, assistance, and account support via phone, in person, and online. Responsibilities include processing payments, responding to customer inquiries, and assisting with routine billing and service requests. The ideal candidate is a skilled communicator with experience in public contact, office administration, cashiering, or call center operations. They are organized, customer-focused, and capable of managing a high volume of inquiries with professionalism and efficiency.

The Customer Support Services Division ensures that all customer inquiries are addressed promptly and effectively. Our team is committed to providing high-quality assistance, resolving issues efficiently, and maintaining open lines of communication to enhance customer satisfaction. By implementing robust support systems and continuous training, we strive to exceed expectations and foster lasting relationships with our clients.

City of Palo Alto Utilities is in the process of implementing a new Advanced Metering Infrastructure (AMI) program that empowers customers to conveniently and efficiently monitor their consumption through our MYCPAU portal. Our dedicated Customer Support staff assist customers in navigating this portal, ensuring easy access to and understanding of their usage data. This initiative aims to enhance customer engagement and promote informed decision-making regarding energy consumption.