Key Customer Representative

Key Customer Representative

Salary

$122,680.20 - $156,716.76 Annually

Location

1500 Warburton Ave., Santa Clara, CA

Job Type

Full-Time

Job Number

56-26-505

Department

Electric Utility

Opening Date

10/19/2026

Closing Date

11/2/2026 4:00 PM Pacific

FLSA

Non-Exempt

Bargaining Unit

8

Weighting Plan

100% Oral, Qualifying Performance

• Description
• Benefits
• Questions

Description

The Department:

For more than 125 years, Silicon Valley Power (SVP) has been powering the City of Santa Clara, a community at the center of global innovation and home to some of the worlds most influential technology companies. As a city-owned, not-for-profit electric utility, SVP is committed to delivering reliable, affordable electricity and exceptional customer service while supporting the growth and success of our community.

At SVP, we do more than provide electricity. We power innovation, foster economic development, and help shape the future of energy. Our diverse customer base, ranging from residential neighborhoods to major technology companies and data centers, creates exciting opportunities to address complex energy challenges, develop innovative solutions, and build meaningful partnerships.

Sustainability and innovation are at the heart of our mission. Through investments in renewable energy, energy efficiency, and modern electric infrastructure, we are working to build a cleaner, more resilient energy future while maintaining the competitive rates and reliable service our customers depend on.

Joining Silicon Valley Power means becoming part of a team that is making a difference. Our employees have the opportunity to tackle emerging energy challenges, collaborate with industry leaders, and contribute to the success of one of the nations most dynamic communities.

The Position:

Silicon Valley Power is seeking a motivated, customer-focused professional to join our team as a Key Customer Representative. This is an exciting opportunity to work directly with some of Silicon Valleys most innovative businesses, build strategic relationships, and play an important role in supporting the energy needs of Santa Claras largest commercial and industrial customers.

As a Key Customer Representative, you will serve as a trusted advisor and primary point of contact for assigned key accounts, helping customers navigate their electric utility needs while ensuring a high level of service and responsiveness. You will develop strong working relationships with customer representatives that provide insight into their businesses and identifying opportunities to deliver solutions that support their success.

In this highly collaborative role, you will work closely with SVPs engineering, operations, customer service, and other technical teams, as well as City departments, to coordinate services, resolve complex issues, and advocate for customer needs.

The ideal candidate is a proactive problem-solver and skilled relationship builder who thrives in a dynamic environment. They bring strong communication skills, sound judgment, technical curiosity, and a passion for delivering exceptional customer experiences. Success in this position requires the ability to balance customer priorities with utility operational needs while building trust and fostering long-term partnerships.

Additional Information:

Applications must be filled out completely (e.g. do not write "see resume, NA, or personnel file."). Years of experience are considered on the basis of full-time-equivalent experience (2080 hours per year). To receive consideration for the screening process, candidates must submit a 1) Cover Letter and 2) Resume. Incomplete applications will not be considered.

Application packets may be submitted online through the "Apply Now" feature on the job announcement at www.santaclaraca.gov. Applications must be submitted by the filing deadline of November 2, 2026 at 4:00 PM.

THIS RECRUITMENT MAY BE USED TO FILL MULTIPLE POSITIONS IN THIS, OR OTHER DIVISIONS OR DEPARTMENTS BESIDES THE POSITIONS LISTED ABOVE. IF YOU ARE INTERESTED IN EMPLOYMENT IN THIS CLASSIFICATION, YOU SHOULD APPLY TO ENSURE YOU ARE CONSIDERED FOR ADDITIONAL OPPORTUNITIES THAT MAY UTILIZE THE APPLICANTS FROM THIS RECRUITMENT. MEETING THE MINIMUM QUALIFICATIONS DOES NOT GUARANTEE ADMITTANCE INTO THE EXAMINATION PROCESS. ONLY THE MOST QUALIFIED CANDIDATES WHO DEMONSTRATE THE BEST COMBINATION OF QUALIFICATIONS IN RELATION TO THE REQUIREMENTS AND DUTIES OF THE POSITION WILL BE INVITED TO TEST OR INTERVIEW. APPLICANTS WILL BE CONSIDERED FOR POSITIONS ADHERING TO ALL APPLICABLE CITY POLICIES, INCLUDING BUT NOT LIMITED TO CMD 033- EMPLOYMENT OF RELATIVES.

The annual salary range for this position is $122,680.20 - $156,716.76. This position may be filled at or near the minimum of the salary range.

Minimum Qualifications

EDUCATION AND EXPERIENCE

Minimum Education Requirements:

Graduation from an accredited college or university with a bachelors degree in engineering, economics, business administration, environmental studies, or a closely related field.

Minimum Experience Requirements:

Three (3) years of progressively responsible experience in a utility or business organization where work responsibilities have primarily involved project management, public affairs, and/or customer service.

Acceptable Substitution:

• Seven (7) years of progressively responsible experience in a utility or business organization where work responsibilities have involved project management, public affairs, and/or customer service may be accepted in-lieu of the required bachelor's degree.
• A masters degree in business administration or other related field may be substituted for one (1) year of the required experience.

License/Certifications:

Possession of a valid California Class C drivers license is required at time of appointment and for duration of employment.

Desirable Qualifications:

Professional experience in customer account management is desirable.

Other Requirements:

• Will be required to work unusual hours including nights and weekends in response to emergency situations.
• Must be able to perform all the essential functions of the job.

Follow this link to view the entire Class Specification, which includes more information on Typical Duties and Knowledge, Skills, and Abilities.

Candidates must attain a passing score on each phase of the examination process to qualify for the Eligible List. A department interview may be required prior to appointment.

Federal law requires all employees to provide verification of their eligibility to work in this country. Please be informed that the City of Santa Clara will not sponsor, represent, or sign documents related to visa applications/transfers for H1B or any other type of visa which requires an employer application.

PERMANENT CITY EMPLOYEES PREFERENCE POINTS: Current permanent employee candidates who receive a passing score on the examination will have an additional five (5) points added to their final score.

The City of Santa Clara is an equal opportunity employer. Applicants for all job openings will be considered without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, veteran status or any other consideration made unlawful under any federal, state or local laws. The City of Santa Clara is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at (408) 615-2080 or HumanResources@santaclaraca.gov.

City of Santa Clara Benefit Summary Overview for Bargaining Unit #5, 7, & 8

Employees Association

This summary provides a brief overview of the City of Santa Claras benefits available to Bargaining Unit #5, 7, & 8 employees in 2026. In the event of any conflict between the information in this summary and the applicable official plan documents, City Managers Directives (CMDs), Personnel and Salary Resolution, or Memorandum of Understanding (MOU), the applicable official plan documents, CMDs, Personnel and Salary Resolution, or MOU will prevail over this summary. Benefits are subject to change.

Retirement:

• Membership in the California Public Employees Retirement System (CalPERS)

• Classic Employees: 2.7% @ age 55 formula - employee pays 8.00% of gross pay, minus $61 bi-weekly

• New Employees: 2.0% @ age 62 formula - employee pays 7.00% of gross pay

• Medicare and Social Security (FICA)

• Employee pays 6.20% up to $11,439 (Social Security) and 1.45% (Medicare) of gross pay

Health Insurance:

• The City contributes up to 100% of the premium of the Kaiser (Region 1) plan for Employee Only and Employee + 1 Dependent plans, and up to 90% of the premium of the Kaiser (Region 1) plan of the Employee + 2 or More Dependents plan
• Employees electing health coverage with premiums above the City health contribution will pay additional premium costs from salary on a pre-tax basis
• No cash difference is paid if an employee elects a plan cheaper than the max City contribution
• To be eligible for the City's contribution toward health, employees must be on a paid status for at least 80 hours in the month prior to the month of coverage
• The City's contribution is prorated based on scheduled hours for part time employees
• Coverage is effective as early as the first day of the month after date of hire
• Employees hired on or after 1/1/2022 who opt-out of City-offered health insurance and provide annual attestation and acceptable proof of alternative required coverage for themselves and their tax family, if applicable, are eligible for a cash-in-lieu amount of $250/month. Contact Human Resources for more details

Dental Insurance:

• Choice of two Delta Dental plans; enrollment is mandatory
• City pays lowest cost employee only plan; additional cost is paid by employee
• Coverage is effective as early as the first day of the month after date of hire

Vision Insurance:

• Choice of two VSP plans
• City pays lowest cost employee only plan; additional cost is paid by employee
• Coverage is effective as early as the first day of the month after date of hire

Voluntary Employee Beneficiary Association (VEBA):

• City contributes $50.00 a month toward employees VEBA account
• Account funds may be used to pay for qualified medical expenses after separation from the City and after age 50 (pre-tax)

Life Insurance:

• City pays for $15,000 of Basic Life Insurance coverage
• Coverage is effective the first of the month after one calendar month of employment
• Additional optional insurance may be purchased by the employee for the employee, spouse, domestic partner, and/or dependent children

State Disability Insurance (SDI):

• Employee pays 1.3% of gross pay (includes Paid Family Leave)
• 7 day waiting period. Weekly paid leave for absences due to non-work related injuries/illnesses. Benefit is based on past earnings. Refer to edd.ca.gov for more information

Paid Family Leave (PFL):

• Up to 8 weeks of benefits within a 12-month period to care for a family member or to bond with a new child
• No waiting period. Weekly paid leave benefit. Benefit is based on past earnings. Refer to edd.ca.gov for more information

Long Term Disability (LTD) Insurance:

• Benefit is 2/3 of basic wage up to $7,500; max of $5,000/month
• City pays $.558/$100 of insured earnings
• 30 calendar day waiting period
• Coverage is effective the first of the month after one calendar month of employment

Deferred Compensation:

• Voluntary plan through Nationwide Retirement Solutions
• Employee may contribute up to the lesser of the IRS maximum or 100% of gross compensation into a pre-tax 457(b) account or a post-tax Roth 457(b) account (or a combination of the two accounts) subject to IRS rules

Flexible Spending Account (IRS Section 125 Plan):

• Employee may contribute up to $3,400 per year in pre-tax dollars to a health care spending account
• Employee may contribute up to $7,500 per year in pre-tax dollars to a dependent care spending account
• Employee may contribute up to $340 per month in pre-tax dollars to a commuter benefit plan

Vacation:

• Vacation is accrued bi-weekly, cannot use vacation during first 6 months of City service

• For 1 - 4 years of service: 10 days (80 hours)/year

• For 5 - 9 years of service: 15 days (120 hours)/year

• For 10 - 15 years of service: 21 days (168 hours)/year

• For 16 - 20 years of service: 22 days (176 hours)/year

• For 21+ years of service: 24 days (192 hours)/year

• Maximum vacation accrual is 420 hours

• Once per year, employees can elect to convert up to 40 hours of accrued vacation to cash to be paid out the following calendar year

Sick Leave:

• Sick leave is accrued bi-weekly for equivalent of 96 hours per calendar year with no maximum accrual

• Up to 48 hours/year of accumulated sick leave may be used for family illness

• Up to 40 hours/year of accumulated sick leave may be used for personal leave

• Employee may convert sick leave to vacation once per calendar year (annual maximum conversion is 96 hours sick to 48 hours vacation)

• Partial sick leave payoff provision on retirement depending on years of service

Non-Management Leave:

• 40hours of non-management leave credited to employees each January 1st
• New employees hired between January 1st and June 30th receive 40 hours of non-management leave their first year
• New employees hired between July 1st and December 31st receive 20 hours of non-management leave their first year
• Unused non-management leave may not be carried over from one calendar year to the next

Compensatory Time Off (CTO):

• Employees may accrue CTO in lieu of overtime hours (maximum accrual is set by department)
• 16 hours of CTO is credited to employees each January 1st (prorated if hired after January 1st)

Holidays:

• Seventeen paid eight-hour holidays per year (13 & 4 holidays between 12/25 to 1/1 of following year)

Reimbursements/Allowances (for specific classifications):

• Raingear: $150 per fiscal year for eligible classifications
• Safety Boots: $275 per fiscal year for eligible classifications
• Walking Shoes: $120 per fiscal year for eligible classifications (See MOU for details)
• Tools: $500 per fiscal year reimbursement for Auto Foreperson classification
• Phone allowance of $80/month for Senior Key Customer Representative(s) and Key Customer Representative(s) job classifications

Bilingual Pay:

• Certified bilingual employees are eligible for $55/bi-weekly bilingual pay

Night Differential Pay:

• Librarians and library support employees whose regular assignments are to City libraries are eligible for 5.0% night differential pay for all hours worked between 5:30 p.m. and 6:30 a.m. so long as they work a minimum of 2 consecutive hours between 5:30 p.m. and 6:30 a.m.
• All other employees are eligible for 5.0% night differential pay for all hours worked between 6:00 p.m. and 8:00 a.m. so long as they work a minimum of 2 consecutive hours between 6:00 p.m. and 8:00 a.m.

Standby Pay:

• Employees in the classification of Electric Utility Programmer Analyst, Electric Utility Network Administrator, and Senior Energy Systems Analyst are eligible for standby pay of $100/week when assigned to work standby

Tuition Reimbursement Program:

• Up to $2,000 per fiscal year for tuition reimbursement

Employee Assistance Program:

• Confidential counseling to employees and dependents. Up to maximum of five (5) consultations per family member per incident per year
• City paid benefit

Retiree Medical Reimbursement Program:

• Employees who retire from the City with at least ten (10) years of service shall receive reimbursement to help cover retiree single health insurance premiums. The reimbursement maximum includes the PEMHCA minimum.
• Up to age 65, retirees are eligible for reimbursement up to $438/month in 2026 (amount adjusted annually)
• After age 65, retirees are eligible for reimbursement up to $262/month in 2026 (amount adjusted annually)

01

Each applicant must complete this supplemental questionnaire as a part of the application screening and selection process. The information you provide will be reviewed and used to determine your eligibility to move forward in the selection process. Incomplete responses, omissions, stating "see resume" or partial information may result in disqualification from the selection process. Do you agree to answer each supplemental question completely, and in your own words (without the use of generative Artificial Intelligence tools, including but not limited to Chat GPT, Microsoft AI, or any other AI tool), and that your responses can be verified from information included within your application?

• Yes
• No

02

Please select the option below that best describes how you meet the minimum qualifications for Key Customer Representative.

• I possess a bachelors degree in engineering, economics, business administration, environmental studies, or a closely related field AND three (3) years of progressively responsible experience in a utility or business organization where work responsibilities have primarily involved project management, public affairs, and/or customer service.
• I possess ten (10) years of progressively responsible experience in a utility or business organization where work responsibilities have primarily involved project management, public affairs, and/or customer service.
• I possess a masters degree in business administration or other related field AND two (2) years of progressively responsible experience in a utility or business organization where work responsibilities have primarily involved project management, public affairs, and/or customer service.
• I do not meet the minimum qualifications.

03

Please describe how your education and/or experience meet the minimum qualifications of this position.

04

Possession of a valid California Class C driver's license is required for this position. Please select how you meet this requirement.

• I possess a valid California Class C driver's license.
• I do not possess a valid California Class C driver's license, but can obtain one by the time of appointment.
• I cannot obtain a valid California Class C driver's license.

05

This position requires you to work unusual hours including nights and weekends in response to emergency situations. Can you meet this requirement?

• Yes
• No

06

Are you able to perform all the essential functions of the job.

• Yes
• No

07

Describe a specific project or customer issue that required you to coordinate with multiple departments or technical teams to achieve a successful outcome. What was your role, what challenges or competing priorities did you encounter, and how did you work through them?

08

Provide an example of a time when you identified a customer need, operational concern, or potential problem before the customer formally requested assistance. How did you recognize the issue, what steps did you take to develop and implement a solution, and what measurable or observable results were achieved?

09

Describe a specific situation in which you managed a relationship with a customer who was dissatisfied with the service they were receiving. What was the underlying issue, what specific actions did you personally take to address the situation, and what was the outcome?

Required Question

Employer City of Santa Clara

Address 1500 Warburton Ave.

Santa Clara, California, 95050

Phone 408-615-2080

Website http://www.santaclaraca.gov