Customer Service Representative

About The City Of Bremerton Nestled along the shores of the Puget Sound and just a scenic ferry ride from Seattle, the City of Bremerton offers an exceptional blend of career opportunity and quality of life. From the vibrant Harborside district—featuring the Kitsap Conference Center, waterfront hotels, dining, and the Port of Bremerton Marina—to the creative energy of the Bremerton Creative District and Quincy Square, there’s something here for everyone. Enjoy local attractions like the Puget Sound Navy Museum, stroll the waterfront Bremerton Boardwalk, or relax at Harborside Fountain Park. Cross the iconic Manette Bridge to explore charming shops and cafés, or unwind at Evergreen Rotary Park. Outdoor enthusiasts and golfers alike will appreciate the city-owned Gold Mountain Golf Course, while arts and culture thrive at venues like the Admiral Theatre and events such as the Bremerton Blackberry Festival. With its strong sense of community, natural beauty, and growing opportunities, Bremerton is an ideal place to build your career and make a lasting impact—explore our openings and discover your future here.

General Function

The salary indicated above includes longevity (1% earned after five years and increases to a maximum of 4% after 20 years). Additionally, a 3.8% cost of living increase has been approved for 2027. Reporting to the Utility Billing Supervisor and working with minimal supervision, the Customer Service Representative performs specialized customer-service, clerical, cashiering, and technical duties in an automated office environment. The position serves as a primary point of contact and responds by telephone, email, mail, and in person to inquiries regarding government services, rates, policies, and procedures.

Representative Essential Duties And Responsibilities (Note – this list is intended only to illustrate the various types of work that may be performed. The omission of specific statements does not exclude them from the position.)

• Serves as the first point of public contact for the department and provides information and services to customers, the public, City departments and personnel, governmental and private agencies, and outside organizations.
• Researches and responds to inquiries received by telephone, email, mail, or in person from the public, City departments, outside agencies, and businesses.
• Handles customer complaints and requests; resolves issues whenever possible; refers customers to the appropriate department or person when necessary; and follows through to bring closure to each request, service issue, or problem.
• Interprets City codes and regulations and applies policies and procedures. Adapts guidelines and policies to varied situations while maintaining consistency when guidance or policy language is unclear.
• Maintains the confidentiality of work-related matters, client records, and City information.
• Interprets, explains, and accurately manipulates data in cashiering and customer-information systems.
• Receives payments from the public for bills; accurately calculates and issues change and receipts; records transactions in the appropriate amounts; balances transactions; and maintains records of money received and disbursed.
• Provides administrative clerical support to the department, including applying working knowledge of policies; retrieving and maintaining files; preparing documents and correspondence; preparing and distributing incoming and outgoing mail; processing invoices; and ordering supply inventories.
• Complete designated job tasks, special projects and all other duties as assigned to meet team, department, and City goals while working cooperatively, efficiently, and productively in a team environment

Other Duties

• Maintains regular attendance as an essential requirement of the position.
• Performs related work as assigned or required.

Knowledge Skills And Abilities Knowledge of

• Basic principles and practices of customer service.
• Telephone techniques and etiquette.
• Principles and practices of business arithmetic.
• Recordkeeping techniques.
• Computer applications, data entry and output, word processing, and spreadsheets.

Skill in

• Applying interpersonal skills with tact, patience, and courtesy.
• Multitasking while maintaining accuracy and efficiency.
• Using computers at an intermediate to advanced level, including Microsoft Word, Excel, Outlook, internet applications, and various databases.

Ability to

• Answer telephones and greet the public courteously.
• Communicate clearly and effectively, both orally and in writing.
• Read, understand, and apply rules, regulations, ordinances, and laws applicable to assigned functional areas.
• Apply modern office practices and procedures and operate computers, photocopiers, calculators, and other assigned office equipment.
• Work independently and collaboratively as an effective team member.
• Receive money and make change accurately.
• Establish and maintain effective working relationships with employees, the public, appointed and elected officials, and public and private agencies.

Qualifying Education And Experience (Minimum Requirements) Education: High school diploma or GED and one year of college or technical-school coursework in business and computer applications.

Experience: At least three (3) years of progressively responsible related experience providing direct customer service to a diverse customer base and handling difficult and varied customer issues.

Experience must include a frontline service-delivery environment requiring a positive attitude, friendly demeanor, and follow-through on customer commitments.

Equivalency: An equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities may be considered. Equivalencies do not apply where a license or certification is required by law.

Physical Requirements Work is primarily sedentary and involves sitting most of the time, with walking and standing required occasionally. Duties frequently require reaching; repetitive wrist, hand, and finger movements; typing, picking, pinching, and handling objects; tactile perception; speaking; and hearing sufficient to exchange detailed information at normal speaking levels, with or without correction. The employee may occasionally exert up to 10 pounds of force and may frequently or continuously exert a negligible amount of force to lift, carry, push, pull, or otherwise move objects.

WORKING CONDITIONS Work is performed in a typical office or administrative environment and does not involve substantial exposure to adverse environmental conditions.

LEGAL AND REGULATORY EMPLOYMENT CONDITIONS

• This position is classified as non-exempt under the Fair Labor Standards Act (FLSA) and is eligible for overtime
• This position is represented by Teamsters Local 589 in accordance with the applicable labor agreement
• This position is excluded from the City’s Civil Service system

Examination Process and Required Documents

Applicants must apply on-line at https://www.BremertonWA.gov/169/Current-Jobs.

Required Application Materials A completed City application and personal résumé are required. Incomplete applications packets will not be considered. Required application materials must be submitted online by 5:00 p.m. on the closing date. It is the responsibility of the applicant to ensure their application materials reflect the minimum qualifying experience, knowledge, skills and abilities as listed on the job posting.

Important Application Note: Please do not attach copies of certifications or transcripts to your application unless they are listed as a requirement for the position.

Application Process After Submittal - What To Expect Initial screening – Once the position closes, the HR Department will review and evaluate your application materials to determine whether your materials reflect and demonstrate the knowledge, skills, abilities, and experience required to meet the minimum qualifications.

Invitation to Interview – After initial screening and additional review by the hiring department, if it is determined that you exceed the minimum qualifications, you may be contacted and invited to interview with a hiring panel.

References – After the interview, if it is determined that you are the most qualified candidate for the position, references will be sent electronically to the individuals listed on your application.

Pre-employment Requirements – If/when applying for safety-sensitive positions, pre-employment physicals and/or drug testing may be required prior to any final offer of employment.

NOTE TO APPLICANTS WITH DISABILITIES : If you require an accommodation at any point during the application process, please contact Human Resources at (360) 473-5348 or [email protected]

Equal Employment Opportunity Statement Thank you for your interest in joining the City of Bremerton. The City of Bremerton is committed to integrating diverse perspectives into our workplace culture and encourages our employees to bring their whole, authentic selves to work. We encourage applications from candidates of all backgrounds and experiences and do not discriminate on the basis of any protected status under applicable law. We strive to create a diverse team that allows us to effectively connect to the community we serve.

If you have a less traditional background, we want to hear about your transferrable skills and experience. We value a variety of perspectives and are excited to see what you bring to the table. ADA Statement The City of Bremerton does not discriminate on the basis of disability in programs and activities, which it operates pursuant to the requirements of the Americans with Disabilities Act of 1990, and ADA Amendments Act. This policy extends to both employment and admission to participation in the programs, services and activities of the City of Bremerton. Reasonable accommodation for employees or applicants for employment will be provided.

The City of Bremerton is proud to be an Equal Employment Opportunity Employer committed to a diverse workforce. MEDICAL AND DENTAL INSURANCE Effective the first of the month following the date of hire, regular employees are eligible for the City's medical and dental plans. Employees are also eligible for vision insurance on the first day of the month in which the third consecutive monthly premium payment is made on their behalf.

Currently, the City pays the premium for your choice of one of two health insurance plans, Kaiser Permanente or Regence HealthFirst 250 Plan. To cover dependents employees pay 20% of the dependent premium. Dependents may be added when you are hired, within 30 days of birth or adoption, during the annual open enrollment, or if you have a qualifying event (e.g. marriage, divorce, spouse loss of job or medical coverage). Detailed coverage and rate information is available from Human Resources.

The City provides a dental plan through Washington Dental Service for employee and dependents at no cost to the employee. Dependents can be added when hired, within 30 days of birth or adoption, or at annual open enrollment.

STIPEND IN LIEU OF MEDICAL COVERAGE An Employee Who Waives The Right To Obtain Medical Insurance Coverage Through The City And Who Provides Proof Of Credible Coverage Through His/her Spouse Or Other Source Shall Be Entitled To Receive a a Monthly Stipend As Outlined Below

Employee Only

$150.00

Employee & Spouse

$300.00

Employee, Spouse & 1 Dependent

$350.00

Employee, Spouse & 2 Dependents

$400.00

Employee & 1 Dependent

$300.00

Employee & 2 Dependents

$350.00

Employees are required to notify Human Resources, in writing, of their desire to waive medical coverage.

TEAMSTERS WELFARE TRUST VISION BENEFIT PLAN Eligible candidates must participate. See Summary Plan Description for details.

LIFE INSURANCE Life Insurance is available at the employee's expense in amounts from $10,000 to $500,000. You may enroll when hired or at annual open enrollment.

VOLUNTARY LONG-TERM DISABILITY (LTD) LTD coverage is available at the employee's expense. LTD will pay you up to 60% of your salary if you become disabled for more than 90 days due to the same or a related sickness or injury, which must be accumulated within a 180 day period.

RETIREMENT The City provides a comprehensive retirement program through the Public Employment Retirement System (PERS) or Public Safety Employees Retirement System (PSERS). If you have an account established in PERS prior to October 1, 1977, Plan 1 would apply or after October 1, 1977, Plan 2 would apply. Effective September 1, 2002, you have the option of Plan 2 or Plan 3. You have 90 days from your employment date to choose between Plan 2 and Plan 3. If you have not decided within 90 days of employment, you will automatically be enrolled in Plan 3, Option A, at 5%. PSERS Plan 2 was created by the 2004 Legislature for certain public employees whose jobs contain a high degree of physical risk to their own personal safety. Employees hired into eligible PSERS positions on or after July 1, 2006 will automatically become members of PSERS.

The PERS plans 1 and 2 are defined benefit plans to be taken when you qualify for retirement. Service credit and average final compensation with a minimum of 5 years service for vesting determine the amount of the benefit. Plan 3 is a combination of defined benefit plan and a defined contribution plan. See your plan booklets for further information.

Deferred Compensation You may choose from fourdifferent plans. You may contribute with a minimum of $30 per month and a maximum annual contribution of $24,500.

For additional benefit information, click here.

01

Do you possess a high school diploma or GED and one year of college or technical-school coursework in business and computer applications?

• Yes
• No

02

Do you possess at least three (3) years of progressively responsible related experience providing direct customer service to a diverse customer base and handling difficult and varied customer issues? Experience must include a frontline service-delivery environment requiring a positive attitude, friendly demeanor, and follow-through on customer commitments.

• Yes
• No
• Required Question