Closing Date to Apply: May 12th, 2025

Salary: $86,569.60 - $139,380.80

Typically, selected candidates are hired at a salary rate between the minimum and midpoint of the range.

Benefits: This link below will provide you with Grant PUD’s benefit that may be available if hired, different employee types are eligible for different benefits.

Grant PUD — Unified Insurance Program (uip-wa.org)

Position Summary

Under limited supervision, provide supervision for the customer service activities including customer premise start, payment, and advanced collections along with processes associated with Grant PUD’s 50,000 customers. Provide all customer services required for fiber optic service providers, fiber-to-the-home, and other billing customers. Provide excellence in customer service and ensure processes are accurate, timely, and in support of the Grant PUD’s mission, vision, values, and strategic goals.

Essential Functions

Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following:

• Interact with customers and staff to ensure customers are treated with respect and dignity through their interactions with Grant PUD; provide regular coaching, training, and feedback to staff, contractors, and volunteers to support a high quality of customer service; act as an escalation point for customers when a matter cannot be resolved; use good judgment and conflict resolution skills to support Grant PUD’s goals; ensure that customer feedback is appropriately captured in our Customer Information Systems; safeguard the confidential information that is provided during customer transactions.
• Maintain an in-depth knowledge of the Grant PUD's Customer Service policies and ensure internal procedures comply with these policies; provide recommended revisions to these policies to enhance customer service for Grant PUD’s customers; act as a liaison with public assistance agencies.
• Ensure customer/premise start, payment, and advanced collections contain accurate customer account information; make sure internal controls of cashiering processes, in the five local offices and pay stations are followed; accountable to ensure Grant PUD funds are managed in accordance with applicable
  Washington State Constitution and RCW laws and guidelines established by the Grant PUD’s Treasurer, Controller, and Auditor; responsible for the implementation and oversight of electronic payment methods including managing the relationship with the vendor providing such services; responsible for contracting cashiering arrangements; implementation and adhering to internal controls for all cash receipting processes to protect against fraud and loss of funds; act as custodian for the petty cash funds and deposit refunds.
• Responsible for the customer call center and coordination of a response team to handle customer phone calls during any electrical power outage; provide oversight for customer connections to service providers via the Grant PUD’s fiber optic network; manage subscriber applications and the gateway port provisioning process, ensuring the address availability tool is up-to-date, providing marketing lists to service providers and managing updates to the service provider website; manage service provider notifications for maintenance, trouble tickets, power supply, and tracking performance metrics on all aspects of the fiber to home process.
• Establishes work priorities for the team and ensures coordination with other supervisors. Supervises non-exempt individual contributors and has full supervisory authority. Operates within established policies, procedures, and business plans, with general guidance provided by a senior manager or director.
• Leads and consults on complex business decisions and drives interaction and collaboration across business units. Aligns departmental plans and priorities to address resource and operational challenges. Provides input to strategic decisions that affect the functional area of responsibility.
• Performs related duties as required or assigned.
• Demonstrated commitment to Grant PUD’s mission, vision, values, strategic plan, and Grant PUD/IBEW Local 77 Code of Excellence. The incumbent should be familiar with these organizational priorities and behave in a way that aligns with these expectations.
• Understand and adhere to compliance requirements for this position that may include laws, regulations, security guidelines, Grant PUD policies & procedures.
• Actively participate in all aspects of our safety program, including but not limited to:
  • Following all safety policies and procedures;
  • Alerting supervisors and coworkers to unsafe or hazardous working conditions;
  • Reporting any safety incidents or close calls within 24 hours to your supervisor; and
  • Accepting feedback from supervisors and coworkers regarding your own safety performance.

Required Qualifications (Education, Experience, Licenses & Certifications):

• Bachelor’s degree in business, finance, customer service, or related field OR 2 additional years of relevant experience in lieu of degree.
• Three (3) years of customer service, accounting, finance experience, or other related experience, which includes one (1) year of experience supervising employees, leading people, or managing cross-functional teams.
• A valid driver's license with no driving restrictions.

Preferred Qualifications (Education, Experience, Licenses & Certifications):

• Three (3) years of call center operations experience with utility accounts preferred.

Other Knowledge, Skills & Abilities

• Knowledge of concepts, principles, theories, and methods surrounding customer service industry standards and best practices; staff development methods set to engage team members and promote meaningful performance improvements; financial competences with an attention toward detail; financial management philosophies and budgetary guidelines associated with managing large financial expenditures.
• Skill in written and oral interpersonal communication; identifying and analyzing potential problems with limited data and directing large teams of professionals to resolve issues; workflow and time management; customized financial, billing, and customer service software, tools, and applications.

Physical Requirements

• Position may be eligible for hybrid work arrangement: ☒Yes ☐No
• Majority of work is performed in a standard office setting.
• Some field work that may require operation of a vehicle.
• Typical shift of employees in this position: ☒8 hours ☐9 hours ☐10 hours ☐12 hours

*For a full list of requirements, the applicant/incumbent should refer to the Physical Capacity Evaluation (PCE). The statements contained herein reflect general details as necessary to describe the principal functions for this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.