Utility Customer Service Representative

Salary : $50,380.00 - $64,328.00 Annually

Location : Gresham, OR

Job Type : Full Time

Job Number : 26-21

Department : Budget & Finance

Division : Financial Operations

Opening Date : 08 / 21 / 2025

Closing Date : 9 / 4 / 2025 11 : 59 PM Pacific

Overview

The City of Gresham is accepting applications for the role of Utility Customer Service Representative.

This fast-paced, front-line role is part of the Budget & Finance team and works under the direction of the Financial Operations Utility Billing Supervisor. We're looking for energetic, motivated, and detail-oriented individuals to provide a full range of customer service functions in a dynamic and service-driven environment.

This recruitment may be used for no longer than six months, for future Utility Customer Service Representative positions that could be Limited Term or Regular full or part time.

If you excel at staying organized amidst frequent interruptions, take pride in serving a diverse community, and are passionate about public service, you may be exactly who we're looking for.

Work hours for the full-time position will be Monday through Friday from 8 : 00 a.m. to 5 : 00 p.m.

The work location for this position is in the office at Gresham City Hall (1333 NW Eastman Parkway).

As Oregon's fourth-largest city, Gresham is a welcoming community of hard-working people where tradition and heritage meet innovation and opportunity. Gresham is a dynamic and rapidly growing city where families and businesses have a mutual desire and drive to thrive. City of Gresham employees care deeply about the community they serve and go 'one step beyond' to deliver services in collaborative, inventive, practical, and nimble ways. Our work is challenging, fast-paced and rewarding.

We believe that to deliver the highest level of service to all Gresham community members, it is crucial we employ a diverse workforce, foster an inclusive working environment, and ensure our policies and systems result in equitable outcomes. The City seeks candidates who will support these values by continuously incorporating equity in their daily work and actively contributing to a workplace culture that respects unique viewpoints, life experiences and cultural perspectives. Come build the future with us.

Position Description

The City of Gresham's Utility Billing Division is committed to delivering accurate, efficient, and equitable service to our community. As a Utility Customer Service Representative, you'll serve as a key first point of contact-providing comprehensive support to residential, commercial, multi-family, and industrial customers with professionalism and care.

What you'll get to do :

• Customer Service

Serve as the first point of contact for utility customers. Communicate clearly and professionally-both verbally and in writing-through notices, emails, in-person interactions, and phone calls. Maintain a friendly, helpful attitude and foster inclusive, respectful relationships with all customers.

Be a dependable team player. Step in to support colleagues as needed, including tasks like providing backup support for Utility Program Technician billing responsibilities.

Use strong attention to detail to process requests and review reports across multiple software systems. Help ensure data accuracy and coordinate with other departments to meet billing deadlines.

Work independently, stay organized, and manage time effectively to meet tight deadlines. Process incoming payments, customer assistance applications, and leak adjustment requests with accuracy and efficiency.

Qualities we are looking for :

You take a genuine interest in others and enjoy helping customers navigate city processes. You know how to connect people with the right resources, whether internal or external, with patience and care.

You thrive on structure, can easily reprioritize tasks, meet deadlines, and stay organized in a busy environment. You handle multiple responsibilities with accuracy and integrity, including managing cash transactions.

You're a quick learner with a positive, can-do attitude. You take initiative, follow through on what you've been taught, and work toward becoming self-sufficient in your role.

You don't stop at identifying issues-you look for solutions. You're resourceful, adaptable, and capable of thinking critically to meet customer needs in a fast-paced environment.

You ask questions, embrace new tools, and stay curious. You're always looking for ways to grow and meet the evolving needs of the City and the community it serves. You're comfortable using standard office software and equipment.

You explain policies and procedures clearly and respectfully-even when delivering tough news. You know how to remain calm, professional, and diplomatic in all interactions.

Qualifications

Minimum Qualifications :

Preferred Qualifications :

Selection Process

To apply for this position, click 'Apply' at the top of this job posting.

Required application materials :

If you desire a modification of this process to accommodate a disability, please provide your request in writing to HRRecruiting@GreshamOregon.gov, or by phone to 503-618-2800, upon submitting the required documents.

A review of application materials submitted will determine which candidates will be invited to an interview. Communication with candidates will be done primarily through e-mail. Sometimes these messages may land in a spam or junk mail folder. We encourage you to monitor your inbox as well as the inbox within the governmentjobs.com portal for important updates related to this process.

Veteran's Preference

The City of Gresham provides qualifying veterans and disabled veterans with preference in employment in accordance with state law. Any candidate wishing to have their qualifying veteran's preference applied to the process must submit a qualifying document (DD Form 214 or 215) at the time of application providing proof of eligibility that includes discharge status. Disabled veterans must also submit a copy of their Veteran's disability preference letter from the US Department of Veteran Affairs at the time of application, unless the information is included in the DD Form 214 or 215.

Our Commitment

The City of Gresham is committed to providing equal employment opportunity to all qualified employees and applicants without unlawful regard to race, color, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, national origin, age, mental or physical disability, genetic information, veteran status, marital status, familial status, or any other status protected by applicable federal, Oregon, or local law.

Please direct questions about this position to 503-618-2800 or

If you need assistance with the online application, please contact NEOGOV directly at 1-855-524-5627.

Any offer of employment is contingent upon successful completion of a criminal background check.

The City provides full family, comprehensive medical and dental insurance. Vision and prescription coverages are included in the medical plans. Most limited term and regular status employees who work at least 30 hours per week pay nothing for their medical and dental coverage.

Medical Insurance Options :

Dental Insurance Options :

Additional benefits include : Employer paid life insurance and long term disability, an employer sponsored deferred compensation plan, flexible spending accounts (medical, child care), Public Employees Retirement System (PERS) retirement (City picks up the 6% employee's contribution), an employer contribution to a HRA / VEBA medical savings account, paid time off (PTO) accrual at a minimum of 12.66 hours per month, and 4 hours of sick leave, in additional to nine paid holidays and 3.5 paid floating holidays per year.

For more detailed information, please visit our Employee Benefits page at :

What best describes your highest level of education?

What best describes your experience in providing customer service?

Based on your response about customer service experience, please describe where you gained this experience. Include the types of duties you performed and the work environment (e.g., call center, in-person, retail, government office, etc.). If you do not have this experience, please enter 'N / A'.

What best describes your general office experience?

Based on your response regarding general office experience, please describe where you gained this experience. Include the types of duties you performed and the type of office setting (e.g., government agency, private business, nonprofit, etc.). If you do not have this experience, please enter 'N / A'.

Which of the following best describes your experience providing face-to-face customer service?

Please describe your experience providing customer service over the phone in a fast-paced environment. Include where you gained this experience, the types of inquiries you handled, and the approximate call volume. If you do not have this experience, please enter 'N / A'.

The City of Gresham strives to increase the diversity of its workforce (in terms of ethnicity, class, culture, language, sexual orientation, disabilities, and more). Gresham's residents are also becoming more diverse. Can you tell us about your experience working with and serving such a diverse population?

Describe how you ensure accuracy when entering or reviewing data while managing frequent interruptions or working in a fast-paced setting.

In place of a cover letter, please briefly explain why you're interested in the Utility Customer Service Representative position. Describe how your past experience relates to the duties of the role, highlight your strengths in financial customer service, and share what steps you've taken to build your skills in that area.

Required Question