Customer Service Representative

Job Details



End Date



Job Description



Greets all customers immediately and in a friendly, courteous and professional manner. Contacts with customers are in-person, by telephone, and e-mail. Directs incoming calls to the appropriate departments or individuals, or take messages as needed.  Promptly retrieve and respond to messages from the answering services.

Assists customers with a wide variety of questions, requests, and complaints related to their utility account and utility bills including, but not limited to, assisting customers with start/stop requests for services, explanation of services provided, equal-pay billing, delinquencies, billing inquires, adjustments, and other issues related to utility services, using various complex computer programs.

Assist residential and commercial customers by explaining utility services, rates, and customer service policies and procedures.

Process customer account payments accurately.  Payments are received  through the mail, payment drop boxes, electronic, over-the-phone, and in-person and may be in the form of cash, check, and credit/debit card. Balance online and Paynow electronic payment batches.

Processes utility meter readings, connects/disconnects of service, responds to customer inquiries regarding water and electric consumption, leaks, and service requests. Prepares service orders for operations staff to address.

Assist customers with various payment options, including levalized pay, payment arrangements, automatic payment, and credit/debit card payments. Advise customers on available bill payment assistance programs. Follows up with customers as necessary.

Assist customers with website interface for customer account access.

Research account information and respond to bill complaints to correct and resolve discrepancies.

Prepare monthly bills for mailing, including printing, folding and stuffing into envelopes, and adding postage, typically using specialized office equipment.

Operate utility billing software, e-mail, MS Word, 10-key adding machine, photocopiers, facsimile machine, postage machine, bill stuffing machine, and other office equipment as needed for various work products and tasks.

Retrieve, deliver, and distribute incoming and outgoing mail. This requires driving in a company vehicle to post office.

Prepare and/or deliver deposit to the bank daily or as assigned. Ensure accuracy when preparing deposits.

Demonstrates an ability to form and maintain a positive and cohesive working relationship with co-workers and supervisors.

Regular and reliable attendance necessary to ensure customer and department needs are met.

Other Job Functions:

Filing and records management in compliance with the State of Oregon records retention schedules.

Assure that the work area is clean, secure, safe, and well maintained. Follow all safety rules and procedures for work areas.

Performs other tasks and duties as requested, required and/or assigned.

Job Related Qualifications


Mandatory Certification and/or License Requirements:

Possess and maintain a valid Oregon driver’s license is required.

Education and/or Experience:

High school diploma or equivalent. Minimum of one (1) year of previous work experience in cash handling and balancing cash drawers, customer service in person and by telephone, and multi-line telephone systems. Must be able to demonstrate proficiency and accuracy in high volume data entry using keyboard and 10-key operation by touch, use of computer for word processing applications, as well as being adaptable to learning specialized software


Mathematics, reading, writing, effective and professional communication, problems solving, conflict resolution, and teamwork skills as related to job functions.  There are two customer service representative positions, one of these positions is bi-lingual in Spanish and requires fluency.

Preferred Qualifications:

Prior electric and/or water utility experience. 


While performing the duties of this position, the employee is frequently required to sit, stand, walk, bend, kneel, hear, communicate, reach and manipulate objects, tools or controls. Duties involve moving items weighing up to 15 pounds regularly and infrequently up to 40 pounds. Manual dexterity and coordination are required at least 50 percent of each day while operating equipment such as computer keyboard, 10-key machine, motorized vehicle, and standard office equipment.


Benefits Information

Canby Utility offers an excellent benefits package.  Benefits include medical, dental, vision, and life insurance for the employee and family.  Canby Utility pays 95% of the employee and family medical, dental, and vision premium costs.  Oregon PERS/Public Service Retirement Plan (OPSRP) employer with the employee's mandatory 6% contribution being paid for by the utility.  Monthly contributions to the employee’s HRA-VEBA account for medical-related expenses, a 401(k) and 457 deferred compensation plan (voluntary participation),  Employee Assistance Program, and additional voluntary supplemental benefit options.

Canby Utility offers 10 paid holidays plus 1.5 floating personal days. Paid sick leave consists of 12 days per year, or one day per month, after 90 days of employment.  One week of vacation at six months and another week at one year.  Benefits are outlined in the Canby Utility collective bargaining agreement with IBEW Local 125.

Notice of Equal Opportunity Employment

We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. We support and obey laws that prohibit discrimination everywhere we do business. We fully consider all qualified applicants including those with a criminal history.