Note:

Douglas County PUD will use the Edison Electric Institute (EEI) CSR II assessment as part of the qualification evaluation process for this position. This computer-based assessment is specifically validated for Customer Service Representative positions and is designed to evaluate skills and abilities relevant to the role.

Department:

Customer Service Job Status:

Regular/Full-Time Work Headquarters:

East Wenatchee FLSA:

Non-Exempt Posting Date:

09/15/2026

Closing Date:

10/01/2026

Work Authorization Requirement:

This position is not eligible for visa sponsorship. All applicants must be legally authorized to work in the United States without current or future sponsorship from Douglas PUD. Douglas PUD offers excellent working conditions and a competitive salary and benefit package.

Employee benefits include:

medical, dental and vision insurance, life insurance, short and long term disability, personal leave plan, paid holidays, participation in the Public Employees Retirement System (PERS), deferred compensation programs with employer matching, Health Reimbursement Accounts with employer contributions, Wellness Program, and training opportunities. Full benefit package may be viewed at https://www.uip-wa.org/douglas-pud . The successful incumbent for this position will be hired at the hourly rate of $24.96. This classification has a wage step progression up to $34.65.

Position Summary:

The Customer Service Representative (CSR) is the primary point of contact for Douglas County PUD customers with questions or concerns. The main responsibility of this customer-facing role is to deliver quality service to all customers in an effective and efficient manner. This position evaluates customer issues, provides accurate information to customers, and researches or escalates issues as appropriate. CSRs must be resourceful and willing to seek out knowledge. Standard working hours are 8:00 am to 5:00 pm, Monday through Friday. This position works in a supportive team environment and reports to the Customer Service Supervisor. This position is covered by the Collective Bargaining Agreement and is subject to a one-year probationary period.

Essential Functions:

Accurately open and maintain customer accounts. Receive and process customer payments. Maintain an accurate cash drawer. Answer phones and direct calls throughout the District. Prepare and send delinquent payment notices. Perform general office filing, mail processing, data entry, and other duties as assigned. Assist with reading meters as necessary. Assist Billing Clerk as needed. Provide backup support to other District departments as needed. Support the District's mission and value statements in the performance of job duties. Work respectfully and cooperatively with diverse groups of people and maintain professional interactions at all times in the workplace. Ensure compliance with all District policies. Adhere to the District's Safety Policy and Procedures. Due to the nature and scope of the essential functions, the importance of personal interactions between this position, employees, customers, and other members of the public, and the availability of job-related tools, equipment and resources at work, performance of the essential functions requires regular, consistent, on-site attendance while working independently and with others.

Required Knowledge/Skills/Abilities:

Ability to follow established procedures in customer interactions and in processing customer accounts. Must have excellent computer skills and be adept at learning new technologies. Must have a customer-centric attitude and be passionate about providing exceptional service. Ability to accurately enter data. A positive attitude in a variety of work situations is essential. Ability to deal effectively and tactfully with the public. Ability to think critically and resolve issues effectively. Maintain confidentiality with customer information. Must contribute to a positive team culture through open communication and collaboration with coworkers. Must be proficient in reading, writing, and speaking English. Bilingual candidates are encouraged to apply.

Education and Experience:

Must have satisfactorily completed a high school education or equivalent. Must have at least 3 years of proven customer service or customer support experience. Work experience in a professional office setting is preferred.

Competency Requirements:

Safety:

Demonstrates that safety is the top priority when performing any job duty or task; prioritizes personal safety and the safety of co-workers and the public.

Accountability/Dependability:

Accepts responsibility for quality of own work; acknowledges and corrects mistakes. Shows up on time, meets standards, deadlines and work schedules.

Productivity:

Is able to demonstrate completion of assigned tasks through work product and documentation. This will include evidence that clearly shows work was completed on time and with above average quality. Utilizes slow periods productively.

Teamwork:

Promotes cooperation and mutual respect with all co-workers.

Adaptability/Flexibility:

Responds positively to changing business needs and responsibilities. Adapts when redirected and develops methods to achieve results and remain accountable

Professionalism:

Interact daily with others in a professional manner. Treat others and be treated with respect; perform with integrity, honesty and professionalism; participate constructively in open communication; help to resolve issues and difficult situations in ways that reduce conflict and maintain good working relationships; improve work performance and take an active part in generating a mutually supportive environment. Recognize that diversity is an asset and value cultural, physical and professional differences

Physical Requirements:

Constantly sits at a workstation for extended periods. Constantly uses hands for repetitive motions, including keyboarding and data entry. Requires vision sufficient to read documents and computer screens for extended periods, with or without corrective lenses. Requires hearing and speech sufficient to communicate effectively in person, by phone, and in virtual meetings, with or without corrective hearing devices. Occasionally stands and walks throughout the office environment. Occasionally lifts and carries objects up to 15 lbs (e.g., files, paper, supplies). Occasionally reaches, bends, or stoops to access cabinets, storage, or shared equipment.