Customer Service Representative, Technical
City of Tacoma, Tacoma, WA, United States
Position Overview
Customer Service Representative, Technical (CSRT) vacancies for the City of Tacoma and Tacoma Public Utilities fill a period of one year.
This role is the second level in the Customer Service Representative series, performing advanced customer service duties across in-person, telephone, and electronic service channels. Incumbents resolve complex customer account issues, including billing discrepancies, account research, audits, and advanced corrections, while ensuring accuracy and compliance with policies and regulations. CSRTs serve as subject matter experts, applying sound judgement and independent decision-making to resolve complex issues, interpret policies, and support consistent service delivery.
Responsibilities
Deliver equitable, accurate, and customer-focused service across all interactions.
Resolve complex customer issues involving billing, payments, account adjustments, and policy interpretation.
Research, analyze, and audit customer accounts to identify and resolve discrepancies.
Ensure accurate and thorough documentation of all customer interactions and account activity.
Navigate and utilize multiple customer information systems to complete work efficiently and accurately.
Apply empathy and de-escalation techniques when handling challenging or sensitive customer situations.
Monitor account activity and identify trends or recurring issues impacting customers or operations.
Provide guidance and support to peers on complex issues, serving as a resource for policies and procedures, and assist with training of staff as needed.
Demonstrate accountability for individual performance metrics, including accuracy, productivity, and customer experience outcomes.
Departments
Tacoma Public Utilities
– works with internal and external customers on complex billing questions and concerns.
Fire
– primary responsibilities of conducting Emergency Medical Services (EMS) billing and auditing, including understanding medical billing, insurance, HIPAA regulations, and payment processing.
Finance
– responsible for resolving tax, license, assessment, special projects, and financial issues requiring research and advanced record correction skills.
Environmental Services
– supports City of Tacoma’s Wastewater, Surface Water and Solid Waste utilities.
Minimum Qualifications
Graduation from high school or equivalent.
2+ years of customer service experience for a business or agency, including interpreting, applying, and explaining rates, codes, and regulations.
Bilingual candidates are encouraged to apply.
Licensing, Certifications, and Other Legal Requirements for TACOMA FIRE Roles
Certified Ambulance Coder designation or ability to attain the designation within six months of hire.
Knowledge
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 and use of related computer software.
Skills
Advanced problem solving and critical thinking.
Performance of basic accounting mathematical calculations.
Advanced customer accounting and collection operations.
Ability to interpret, apply and explain rates, codes, rules, regulations, policies and procedures.
Strong verbal and written communication.
Effective time management and organization and ability to analyze situations and determine appropriate courses of action.
Ability
Resolve technical customer service issues and explain detailed account information clearly.
Interpret computer printout data.
Perform multiple tasks simultaneously in a fast-paced environment.
Follow written and verbal directions.
Establish and maintain effective working relationships, while maintaining professionalism during difficult or emotionally charged interactions.
City of Tacoma Commitment to Diversity and Inclusion 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. Equity and empowerment are top priorities, meaning all Tacoma residents must have equitable opportunities to reach their full potential and share in the benefits of community progress. The City of Tacoma is an Equal Opportunity Employer and values diversity in its workplace. Applicants are considered for positions without regard to race, color, religion, sex, national origin, ancestry, age, marital or veteran status, disability, sexual orientation, gender identity, or any other basis prohibited by federal, state, and local laws.
Compensation & Benefits
Hourly Rate: $38.11 - $42.02.
Employee benefits available.
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This role is the second level in the Customer Service Representative series, performing advanced customer service duties across in-person, telephone, and electronic service channels. Incumbents resolve complex customer account issues, including billing discrepancies, account research, audits, and advanced corrections, while ensuring accuracy and compliance with policies and regulations. CSRTs serve as subject matter experts, applying sound judgement and independent decision-making to resolve complex issues, interpret policies, and support consistent service delivery.
Responsibilities
Deliver equitable, accurate, and customer-focused service across all interactions.
Resolve complex customer issues involving billing, payments, account adjustments, and policy interpretation.
Research, analyze, and audit customer accounts to identify and resolve discrepancies.
Ensure accurate and thorough documentation of all customer interactions and account activity.
Navigate and utilize multiple customer information systems to complete work efficiently and accurately.
Apply empathy and de-escalation techniques when handling challenging or sensitive customer situations.
Monitor account activity and identify trends or recurring issues impacting customers or operations.
Provide guidance and support to peers on complex issues, serving as a resource for policies and procedures, and assist with training of staff as needed.
Demonstrate accountability for individual performance metrics, including accuracy, productivity, and customer experience outcomes.
Departments
Tacoma Public Utilities
– works with internal and external customers on complex billing questions and concerns.
Fire
– primary responsibilities of conducting Emergency Medical Services (EMS) billing and auditing, including understanding medical billing, insurance, HIPAA regulations, and payment processing.
Finance
– responsible for resolving tax, license, assessment, special projects, and financial issues requiring research and advanced record correction skills.
Environmental Services
– supports City of Tacoma’s Wastewater, Surface Water and Solid Waste utilities.
Minimum Qualifications
Graduation from high school or equivalent.
2+ years of customer service experience for a business or agency, including interpreting, applying, and explaining rates, codes, and regulations.
Bilingual candidates are encouraged to apply.
Licensing, Certifications, and Other Legal Requirements for TACOMA FIRE Roles
Certified Ambulance Coder designation or ability to attain the designation within six months of hire.
Knowledge
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 and use of related computer software.
Skills
Advanced problem solving and critical thinking.
Performance of basic accounting mathematical calculations.
Advanced customer accounting and collection operations.
Ability to interpret, apply and explain rates, codes, rules, regulations, policies and procedures.
Strong verbal and written communication.
Effective time management and organization and ability to analyze situations and determine appropriate courses of action.
Ability
Resolve technical customer service issues and explain detailed account information clearly.
Interpret computer printout data.
Perform multiple tasks simultaneously in a fast-paced environment.
Follow written and verbal directions.
Establish and maintain effective working relationships, while maintaining professionalism during difficult or emotionally charged interactions.
City of Tacoma Commitment to Diversity and Inclusion 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. Equity and empowerment are top priorities, meaning all Tacoma residents must have equitable opportunities to reach their full potential and share in the benefits of community progress. The City of Tacoma is an Equal Opportunity Employer and values diversity in its workplace. Applicants are considered for positions without regard to race, color, religion, sex, national origin, ancestry, age, marital or veteran status, disability, sexual orientation, gender identity, or any other basis prohibited by federal, state, and local laws.
Compensation & Benefits
Hourly Rate: $38.11 - $42.02.
Employee benefits available.
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