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Customer Service Representative
Salary
$31.43 - $38.20 Hourly
Location
Tacoma, WA
Job Type
Classified
Job Number
0611-26
Department
City of Tacoma - CITY WIDE LIST
Opening Date
05/08/2026
Closing Date
5/18/2026 5:00 PM Pacific
Description
Benefits
Questions
Position Description
The City of Tacoma and Tacoma Public Utilities (TPU) are seeking individuals who are interested in a customer service career that supports essential public services. Successful candidates listen actively to understand customer needs, communicate clearly with City of Tacoma citizens and TPU rate payers, and work to resolve customer questions and concerns accurately. If you value ensuring accuracy in your work, equity and providing helpful service in a customer-focused environment, we are looking for you!
This is the first level in the customer service series. People in this job typically perform first line customer service in person, by telephone, and through email, forms and other electronic channels; may work in a call center and/or at a front-line service counter environment, participate in training and rotation in order to learn a wide range of customer service tasks and gain proficiency in assigned areas. There are promotional opportunities to Technical and Lead positions as employees develop skills and experience.
These duties are representative of the work performed. Other related duties may be assigned:
Responding to customer inquiries related to billing, service establishment, account maintenance, and assistance programs in accordance with established policies and procedures.
Completing and processing billing according to established procedures, check balances, correct billing errors and adjust as necessary to assure accuracy?
Providing information and direction to appropriate departments and resources?
Interpreting, explaining and accurately recording data in customer information systems; processing payment and/or applications for payment of bills and/or licenses
Accurately calculating and recording transactions in the appropriate amounts, balance and maintain records relating to monies received and disbursed?
Documenting account activity, actions taken, and customer interactions accurately and thoroughly.
For TPU Customer Service:
Establishing, transferring and discontinuing utility services in accordance with policy and regulatory requirements.
Discussing available assistance programs and payment options with customers experiencing financial hardship.
Setting up payment plans in accordance with policy and eligibility requirements.
Navigating multiple computer systems, including customer information systems, billing platforms and knowledge resources.
Applicants who apply and meet minimum qualifications will be invited to take an online test. Details and the test link will be sent via email the week of May 18, 2026. Be sure to check your junk folder for this email so you don't miss the deadline.
Bilingual candidates are encouraged to apply and may be eligible to receive additional compensation.
Qualifications
Required Qualifications:
Graduation from high school or equivalent;
1 year of customer service experience in a customer service counter or c all center for a business or agency;
Experience interpreting, applying and explaining regulations, rates and codes.
Desired Qualifications:
Demonstrated ability to use a computer to enter and retrieve information.
Ability to communicate effectively verbally and in writing.
LICENSING, CERTIFICATIONS AND OTHER LEGAL REQUIREMENTS:
There may be instances where individual positions must have additional licenses or certification.
PHYSICAL REQUIREMENTS AND WORKING CONDITIONS:
Incumbents may be required to sit or stand for long periods of time.
Office environment; extensive public contact, subject to verbal abuse from irate customers and eyestrain from computer terminals. Incumbents may be required to sit or stand for long periods of time.
Knowledge & Skills
Maintain a positive environment, working with co-workers and customers within a diverse culture
Effective verbal and written communication with customers across diverse backgrounds
Excellent telephone manner and listening skills
Ability to maintain professionalism when handling difficult or emotionally charged interactions
Ability to thrive in a collaborative setting
Excellent attention to detail and ability to manage multiple tasks and systems while maintaining accuracy
Self-motivation to work under own initiative
Basic customer service principles and practices
Office practices and procedures
Government structure and process
Office technologies
Appropriate language usage
Operation of computers and office equipment
Perform basic mathematical calculations
Customer accounting and collection operations
Interpret, apply and explain codes, rules, regulations, policies and procedures
Effective verbal and written communication
Planning and organizing work
Analyzing situations to develop a course of action
Interacting respectfully and sensitively with individuals and groups to develop productive relationships and provide customer service
Calculate bills, compute differences and explain complicated rate schedules
Perform multiple tasks simultaneously, effectively, and efficiently
Follow written and verbal directions
Establish and maintain effective working relationships
Selection Process & Supplemental Information
City of Tacoma Commitment to Diversity and Inclusion
Tacoma's diversity is its greatest asset. 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. In Tacoma, equity and empowerment are top priorities, meaning that all Tacoma residents must have equitable opportunities to reach their full potential and share in the benefits of community progress. One of our goals is for the City of Tacoma workforce to reflect the community it serves. We actively work to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences. Our goal is for Tacoma to be an inclusive and equitable place to live, work, and play.
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.
Apply
All interested individuals must apply online and attach a resume and cover letter that includes major responsibilities and accomplishments related to the position.
Applicants who meet the minimum qualifications will be invited to complete an online assessment. Candidates who pass the assessment will be placed on an eligibility list for interview and hiring consideration. The eligibility list will be used to fill vacancies as they occur for approximately one year.
Appointment is subject to passing a background check. This position is covered by a Labor Agreement between the City of Tacoma and Local 483. New employees must successfully complete a nine-month probationary period prior to obtaining permanent status in this classification.
Compensation & Benefits
Pay Details:
Hourly Rate: $31.43 - $38.20
Select positions may be eligible for a language premium.
Employee Benefits | City of Tacoma (https://tacoma.gov/government/departments/human-resources/employee-benefits/)
Get Assistance
For assistance with the application process or questions regarding this job announcement please contact the Human Resources office at (253) 591-5400 by 4:00 p.m. of the closing date of the job announcement.
For technical difficulties using the NEOGOV system, call the applicant support line at 1-855-524-5627 between 6:00 a.m. and 5:00 p.m. Pacific Standard Time. This will allow us to assist you before the job announcement closes.
Communication with the City of Tacoma
We primarily communicate via email during the application process. Emails from tacoma.gov and/or governmentjobs.com should be placed on your safe domain list to ensure that you receive notifications in a timely manner. As a precaution, you may also want to check your junk email folders.
The City of Tacoma provides excellent medical, dental and vision plans for the whole family; paid holidays and paid leave; participation in the Tacoma Employees' Retirement System (alternate plan for Police/Fire); continuing education and advancement opportunities and a growing variety of City-sponsored health and wellness opportunities and incentives.
Medical Coverage: For eligible employees and their families, including domestic partners and dependent children age 26 or younger.
Dental Coverage: For eligible employees and their families, including domestic partners and dependent children age 26 or younger.
Vision Coverage: For eligible employees and their eligible dependents.
Paid Leave: City employees are entitled to received paid holidays, sick/vacation leave or personal time off (PTO), depending upon union affiliation and appointment @type.
Insurance Plans: Employees are covered by a long-term disability plan. Short-term and expanded long-term disability insurance plans are also available to employees. The State Industrial Insurance Act also covers employees.
Deferred Compensation: Income can be set aside on a pretax basis and invested for supplementation of normal retirement income.
Retirement: All employees of the City, except members of the Police and Fire services, Tacoma Rail and certain project employees, are included in the Tacoma Employees' Retirement System. Information on the Tacoma Employees' Retirement System can be found at www.cityoftacoma.org or by calling (253) 502-8200.
Other Employment Information
Direct Deposit: Employees are paid on a bi-weekly schedule by direct deposit.
Salary Increases: Based on satisfactory job performance, the City provides for a regular progression of salary increases for most classifications according to the salary schedule.
Union Affiliation: Many job classifications are covered by union security provisions which require union membership, dues, or payment of equivalent service fees.
Note: The provisions of this job announcement do not constitute an expressed or implied contract. Any provision contained herein may be modified and/or revoked without notice.
01
Are you a high school graduate or do you have the equivalent, such as a GED?
Yes
No
02
Do you have at least one year of customer service experience in a call center or customer service counter, or a business or agency?
Yes
No
03
Do you have experience interpreting, applying, and explaining rates codes and regulations?
Yes
No
04
Do you have customer service experience in a utility (power, water, wastewater, surface water, solid waste) or municipal environment? **Please note, a response of "No" to this question does not disqualify anyone from meeting the qualifications for this position.
Yes
No
05
Do you speak a language in addition to English? If so, indicate the languages you speak fluently.
Spanish
Russian
Vietnamese
Japanese
Chinese
Other
N/A
06
If you answered "Other" for the previous question, please specify the language.
07
What would you do if you were unsure of how to assist a customer? Please limit responses to 200 words.
08
Describe what teamwork means to you and provide an example of a successful team effort that you have been a part of. Please limit responses to 200 words.
09
One of the City's Principles that guides us is Equity. Describe what equity means to you and describe any experience you have working with diverse groups of people.
10
Please tell us how you learned about this job opening.
Job Interest Card notification
Professional organization
Military organization
City of Tacoma employee
Online job board posting
Word of mouth
LinkedIn
Tacoma Training & Education Program (TTEP)
Indeed
Facebook
Instagram
Careers in Government
Government Jobs
Outreach Event
National Diversity Network
African American Job Network
Disability Job Network
Asian Job Network
Latino Job Network
Retirement Job Network
LGBT Job Network
Veteran Job Network
Other
11
Please provide specific information regarding how you learned about this job opening. This information is used to evaluate our success reaching the public and refine our methods for future job postings. Thank you for your feedback.
Required Question
Employer
City of Tacoma
Address
Human Resources Department 747 Market Street Tacoma, Washington, 98402-3764
Phone
253-591-5400
Website
http://www.tacoma.gov
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