| Location | Gresham, OR |
| Salary | $25.82–$32.97 Per Hour |
Utility Customer Service Representative
Salary
$25.82 - $32.97 Hourly
Location
City Hall Building, Gresham, OR
Job Type
Full Time
Job Number
27007-1
Department
Budget & Finance
Division
Financial Operations
Opening Date
08/10/2026
Closing Date
9/6/2026 11:59 PM Pacific
Overview
The City of Gresham is seeking a Utility Customer Service Representative to join its Utility Billing team within the Budget & Finance Department.
In this front-line role, you will help customers understand and manage their City utility accounts. You will answer billing and payment questions, explain account activity and City requirements, process service and account requests, and connect customers with available options and resources. This fast-paced work requires accuracy, patience, sound judgment, clear communication, and professionalism during difficult or sensitive conversations.
This is a full-time position scheduled Monday through Friday, 8:00 a.m. to 5:00 p.m., and works onsite at Gresham City Hall, 1333 NW Eastman Parkway.
This posting will remain open until 9/6/26, however first review of applications and consideration for interviews will be taking place on 8/17/26.
As Oregon's fourth-largest city, Gresham is a welcoming and growing community. City employees work together to provide practical, responsive, and high-quality public service. We seek candidates who will contribute to a respectful workplace and provide fair, thoughtful service to people with different backgrounds, experiences, and perspectives. Come build the future with us.
Position Description
As a Utility Customer Service Representative, you will be one of the City's primary points of contact for residential, commercial, multifamily, and industrial utility customers. You will assist customers in person, by telephone, through voicemail, and by email.
This position reports to the Financial Operations Utility Billing Supervisor and works closely with Utility Billing staff, field employees, other City departments, and community partners.
What youll get to do:
Assist customers with questions and requests about accounts, bills, payments, due dates, service, water use, payment arrangements, and customer assistance programs. Clearly explain account activity, City requirements, available options, and next steps.
Open, update, and close accounts. Complete authorized extensions, payment arrangements, adjustments, enrollments, and other account changes. Review information for completeness and refer requests that need further review.
Accept and post payments, balance and reconcile payment activity, prepare checks for deposit, and follow cash-handling, security, and internal-control procedures.
Create timely, factual, and complete account notes. Follow customer needs through completion or clearly refer them to the appropriate employee with the information needed to take the next step.
Prepare notices, letters, forms, refund documents, returned mail, welcome materials, and other utility correspondence. Complete assigned outreach and check work for accuracy and completeness.
Manage multiple priorities in a busy customer service environment, contribute to shared team responsibilities, and provide trained backup support as assigned.
Qualities we are looking for:
You listen carefully, treat people respectfully, and explain account information, requirements, and next steps in plain language. You remain helpful and professional even when the answer is not what the customer hoped to hear.
You pay close attention to detail, keep clear and complete records, manage interruptions and changing priorities, and follow assigned work through completion.
You follow established procedures, recognize when an issue needs further review, and pay attention to how your approach affects others. You can accept feedback, adjust your approach, and take responsibility when something does not go as planned.
You are dependable, contribute to shared responsibilities, and communicate with coworkers. You can learn detailed procedures, use multiple computer systems, and adjust as daily needs change.
Qualifications
Minimum Qualifications:
Preferred Qualifications:
The most competitive candidates will have experience in one or more of the following:
Selection Process
To apply for this position, click Apply at the top of this job posting.
Required application materials:
The City of Gresham offers a comprehensive and equitable base salary within the listed range based on your experience, skills, and education verified in your application. We encourage you to clearly describe how you meet the minimum and preferred qualifications and essential attributes in your application materials. Learn more about Oregon Equal Pay.
If you desire a modification of this process to accommodate a disability, please provide your request in writing to HRRecruiting@GreshamOregon.gov, or by phone to 503-618-2729, upon submitting the required application documents.
A review of application materials including your response to supplemental questions submitted will determine which candidates will be invited to an interview.
Communication with candidates will be done primarily through e-mail. Sometimes these messages may land in a spam or junk mail folder. We encourage you to monitor your inbox as well as the inbox within the governmentjobs.com portal for important updates related to this process.
Veterans Preference
The City of Gresham provides qualifying veterans and disabled veterans with preference in employment in accordance with state law. Any candidate wishing to have their qualifying veterans preference applied to the process must submit a qualifying document (DD Form 214 or 215) at the time of application providing proof of eligibility that includes discharge status. Disabled veterans must also submit a copy of their Veterans disability preference letter from the US Department of Veteran Affairs at the time of application, unless the information is included in the DD Form 214 or 215.
Our Commitment
The City of Gresham is committed to providing equal employment opportunity to all qualified employees and applicants without unlawful regard to race, color, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, national origin, age, mental or physical disability, genetic information, veteran status, marital status, familial status, or any other status protected by applicable federal, Oregon, or local law.
Please direct questions about this position to 503-618-2729 or HRRecruiting@GreshamOregon.gov.
If you need assistance with the online application, please contact NEOGOV directly at 1-855-524-5627.
Any offer of employment is contingent upon successful completion of a professional reference check and a criminal background check.
The City provides full family, comprehensive medical and dental insurance. Vision and prescription coverages are included in the medical plans. Most limited term and regular status employees who work at least 30 hours per week pay nothing for their medical and dental coverage.
Medical Insurance Options:
Dental Insurance Options:
Additional benefits include: Employer paid life insurance and long term disability, an employer sponsored deferred compensation plan, flexible spending accounts (medical, child care), Public Employees Retirement System (PERS) retirement (City picks up the 6% employees contribution), an employer contribution to a HRA/VEBA medical savings account, paid time off (PTO) accrual at a minimum of 12.66 hours per month, and 4 hours of sick leave, in additional to nine paid holidays and 3.5 paid floating holidays per year.
For more detailed information, please visit our Employee Benefits page at: https://greshamoregon.gov/benefits/
01
What best describes your highest level of education?
02
How many years of related experience do you have in customer service, account support, payment processing, administrative support, or similar work involving frequent public contact?
03
Which of the following have been a regular part of your work? Select all that apply.
04
Describe your related experience. Include where you gained it, how long you performed the work, how you communicated with customers, and the types of requests or responsibilities you handled.
05
You are entering an account update when a customer approaches the counter, the telephone rings, and you receive a message about another customer waiting for a callback. What would you be most likely to do?
06
Describe a time you explained a policy, charge, account activity, or detailed process to someone who had difficulty understanding it or had different communication needs. How did you adjust your approach, and what was the outcome?
07
Which statement best describes your payment-processing or financial-transaction experience?
08
A customer is upset about a charge and insists that you remove it. Based on the information available, you are not authorized to remove the charge. What would you be most likely to do?
09
Do you have the ability to speak Spanish, and if so what is your level of fluency?
10
Do you have the ability to speak Russian, and if so what is your level of fluency?
Required Question
Employer City of Gresham
Address 1333 NW Eastman Parkway
Gresham, Oregon, 97030
Phone (503) 661-3000
Website http://greshamoregon.gov