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Service Representative II

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Service Representative II

Salary

$30.54 Hourly

Location

City of Bellingham, WA

Job Type

Full Time

Job Number

25-Service Representative II

Department

Public Works

Opening Date

11/14/2025

Closing Date

12/2/2025 4:30 PM Pacific

FLSA

Non-Exempt

Bargaining Unit

Local 1937

+ Description

+ Benefits

+ Questions

Nature of Work

We are seeking a skilled and customer-focused professional to join our self-directed team responsible for monitoring automated meter reading (AMR) systems, analyzing data, resolving customer consumption issues, and ensuring accurate reporting and system performance.

Positions assigned to this classification serve as members of a self-directed work team and perform skilled water utility customer service functions and collection, transfer, reporting and analysis of meter and automated read collection information. Monitors multiple automated meter reading (AMR) systems and software applications, analyzes data to perform problem resolution, reviews application performance, and recommends best placement and field application techniques. Resolves customer consumption issues and data and information management issues.

SALARY INFORMATION AND BENEFITS:

This position will start at Step 1 ($30.54/hour). Employees receive step increases annually in accordance with the Guild of Pacific Northwest Employees, Local 1937 Collective Bargaining Agreement (https://cob.org/about/employment/labor-agreements-pay-schedule) and City policy. The full hourly range for this position is $30.54 - $37.39. For internal candidates, placement within the range is based on City Pay Placement Procedures.

At the City of Bellingham, we offer a comprehensive benefits package that helps you thrive in both your career and personal life. Join our team and enjoy the peace of mind knowing that you and your loved ones are well cared for. Here’s a closer look at the outstanding benefits that come with being part of our team. You can find more details on our employment benefits page (https://cob.org/about/employment/benefits) and labor agreements page. (https://cob.org/about/employment/labor-agreements-pay-schedule)

+ 10 hours of vacation leave per month, with increased accrual over time

+ 12 paid holidays + 1 floating holiday per year

+ 8 hours sick leave accrued monthly

+ Medical, dental, and vision insurance for employees and their families

+ Life insurance and long-term disability coverage

+ Flexible spending accounts and medical insurance opt-out program

+ Access to an Employee Assistance Program (EAP)

+ Washington State Retirement plan (DRS) for retirement security

+ Optional 457 deferred compensation (Retirement Savings Plan) with employer match

Leave accruals are based on 1.0 FTE, accruals are pro-rated if part-time and require employees to be in paid status at least 120 hours/month.

Closing Date/Time: Tues. 12/2/25 4:30 PM Pacific Time

ESSENTIAL FUNCTIONS:

+ Maintains accurate records in the utility billing and asset and work management systems regarding meters, meter readings, read estimates, work orders, and water service information. Reviews meter install and exchange work orders to appropriately update records. Creates, recommends and generates preventative maintenance task work orders that support continued meter operation and meter box maintenance.

+ Performs daily audits of meter readings. Diagnoses, trouble-shoots, and resolves meter reading anomalies. Including operation of software related to AMR. Generates AMR system diagnostics and read summaries to conduct analysis of read accuracy and system performance.

+ Verifies meter readings to diagnose meter and AMR malfunctions. Recommends and/or provides meter, register, and AMR repair and replacements. Reports all damaged or tampered items found in the field to the water maintenance staff. Interacts and coordinates with vendors, radio technicians, IT personnel, and water department staff to ensure accurate performance of the meter and AMR system. Recommends AMR placement, tests and validates equipment and software.

+ Provides training and written procedural documentation regarding the installation, programming, trouble shooting and operation of AMR technology, meter reading and route processing functions. Give direction and technical assistance to the Service Representative I and water crews in regards to meter reading and AMR technology.

+ Generates reports and provides analysis of data to determine accuracy of water usage and potential customer leaks. Coordinates customer field visits and sends leak notifications and other materials regarding water use. Informs customers on water conservation matters and provides information on leak detection methods.

+ Prepares statistical reports, graphs, charts, and geographical representation of meter and water service-related information. Provides field verification and detailed drawings of meter and water service locations for GIS mapping.

+ Responds to designated customer, Finance Department, or other water utility commercial, industrial, and residential calls. Reviews account information including history, service changes, exception reports, and other data. Refers or initiates customer service communication calls and plans appropriate visits such as field checks for vacant and pending accounts or other assigned activities.

+ Performs water utility billing and customer service team functions such as job planning, scheduling, coordination, and review activities. Establishes meter reading routes, route reorganizations, and reading schedules to improve work efficiency and meet billing deadlines.

+ Performs all of the Service Representative I duties in order to perform meter readings, re-reads and customer service tasks as needed.

+ Provides day-to-day direction and work assignments to Service Representative I position.

ADDITIONAL WORK PERFORMED:

+ Provides support and direction of technical issues, monitors work efficiencies and deadlines, works with vendors and coordinates AMR system and equipment upgrades and system technical training, as assigned.

+ Participates in the planning process for the development of department goals and objectives.

+ Conducts, attends and participates in a variety of team or departmental meetings. Works with other departments and divisions to enhance productivity and problem resolution.

+ Performs other duties and responsibilities as assigned.

WORKING ENVIRONMENT:

Work is performed primarily in an office environment working extensively at a desktop computer. Periodic data collection in the field requires work outdoors in all weather conditions. Field duties involve extended driving and traversing in all weather conditions throughout the water utilities service area. General safety precautions are taken for extended walking, lifting, driving in the course of performing field duties.

Physical abilities to perform the essential functions of the job including:

+ Operate a motor vehicle;

+ Frequently operate a computer and other office machinery such as a keyboard, mouse, phone, and fax machine;

+ Frequently communicate accurate information and ideas with others;

+ Traverse between work sites including outdoor locations, and areas of uneven terrain;

+ Occasionally stoop, bend, and transport weight up to 50 lbs.

Experience and Training

+ Two years of experience or training using multiple computer software programs for data collection, record keeping, data processing, spreadsheets, reporting and data analysis required.

+ One year of college or technical training of general education course work toward a degree at an accredited college or university may be substituted for up to one year of experience using multiple computer software programs for data collection, record keeping, data processing, spreadsheets, reporting and data analysis.

+ Two years of experience providing direct service to the public required.

+ Experience with automated meter reading systems or Public Works water utilities preferred.

Necessary Special Requirements

+ Valid Washington State driver's license and good driving record. Candidates must submit a three-year driving abstract prior to hire.

+ Verification of ability to work in the United States by date of hire.

+ Employment contingent upon passing a criminal convictions check and child and vulnerable adult abuse records check (see Fair Hiring Practices below).

+ Successful completion of continuing education studies, workshops, and other training as identified by the department to keep up on procedures, appropriate methods, and technology.

Selection Process

You are encouraged to print a copy of this job announcement for your reference as the process moves along

Please ensure your application is complete and all required information has been provided. Standard completeness means all application fields (contact information, personal information, education, work experience, references, and supplemental questions). Application materials should comprehensively document your experience and skills related to the position responsibilities and experience/training requirements. As part of the City’s commitment to reducing bias in the hiring process, Human Resources redacts personally identifiable information for reviewers. Only the documents listed as required will be reviewed.

Application Review Process:

+ Minimum Qualifications: Applicants must provide specific, detailed information so an initial determination can be made regarding your level of qualifications for this position. Applicant status will be updated on or around December 3, 2025.

+ If there are nine (9) or more qualified candidates;

+ Experience and Training Rating: Applicants that meet minimum qualifications will go through an Experience and Training Rating Applicant status will be updated on or around December 10, 2025.

+ The top eight (8) scoring applicants from the Experience and Training Rating will be invited to participate in an Oral Board Interview, tentatively scheduled for the week of December 15, 2025..

+ If eight (8) or less candidates meet the minimum qualifications, all will be invited to the Oral Board Interviews, tentatively scheduled for the week of December 15, 2025.

+ Applicants will be notified via email of Final Scores & Ranks. The final ranking of the register will be based on total scores for the following:

+ If eight (8) or less candidates meet the minimum qualifications, the Oral Board Interview will be 100% of overall score. Candidates scoring a 60% or higher on the Oral Board Interview will be placed on the eligibility list.

+ If there are nine (9) applicants that meet minimum qualifications, the Experience and Training Rating will be 40% of overall score and Oral Board Interview will be 60% of overall score. Candidates scoring a 60% or higher on the Oral Board Interview will be placed on the eligibility list.

Final candidates will be referred to the department for additional examination, assessment, or test.

This recruitment process will create a Civil Service eligibility register that will be used to fill current and future vacancies as they become available. There is currently 1 full-time vacancy in Public Works. This position is represented by a union.

If you wish to claim Veterans’ Preference Points, please complete the Veterans Scoring Criteria Declaration Form (https://cob.org/wp-content/uploads/COB-Veterans-Scoring-Criteria-Declaration-PDF.pdf) and upload it to your application with your DD214.

Please Note: Candidates will receive updates regarding application status via email. Please be sure to check your email frequently, including your spam folders for messages filtered by your email providers.

Equal Opportunity:

The City of Bellingham is an Equal Opportunity Employer. We do not make decisions on the basis of an individual's race, religion, creed, color, national origin, sex, marital status, age (40+), disability, retaliation, sexual orientation or gender identity, honorably discharged veteran or military status, status as a victim of domestic violence, sexual assault, and stalking, use of a trained dog guide or service animal by a person with a disability, or any other basis prohibited by local, state, or federal law. All are encouraged to apply for employment.

Fair Hiring Practices

+ The City provides individuals who have been arrested or convicted of a criminal offense an equal and fair opportunity to obtain employment.

+ The City will not inquire about an applicant's criminal history until after a conditional job offer has been made.

+ The City will disregard the prior arrest and conviction record of an otherwise qualified individual unless the offense is directly related to the job position for which the individual has applied.

+ The City will notify an otherwise qualified applicant about a potentially disqualifying conviction and give the applicant an opportunity to submit information regarding the accuracy of the criminal records as well as evidence of mitigation or rehabilitation, as appropriate.

There are many good reasons for working at the City of Bellingham. The work is rewarding and you have an opportunity to serve your community. Another good reason is the great benefits that the City offers its employees. See our benefits section (https://www.cob.org/employment/pages/benefits.aspx) for additional information.

This position is represented by The Guild of Pacific Northwest Employees, Local 1937 bargaining unit. Specific benefit information including Holidays, Vacation Accruals, Health, Dental and Vision Plans with cost sharing and Deferred Compensation Match can be found in the Local 1937 labor agreement (https://cob.org/wp-content/uploads/1937-2022-2023-CBA.pdf) .

This position is covered by the State of Washington Department of Retirement Systems PERS plan. PERS requires mandatory employee and City contributions. Please visit the DRS website (http://www.drs.wa.gov/) for more information on PERS.

Civil Service Information

This position is subject to the Bellingham Civil Service Commission. When a vacancy occurs, the top fifteen candidates or the top 25% of the register will be forwarded to the department for further consideration. All new Civil Service employees are subject to a one-year probationary period. A candidate may challenge the scope, content, or method of an examination or test, and a protest may be filed in writing with the Examiner within five (5) days following the date of the challenged examination. A candidate may also challenge the scoring of an examination or test, failure of the candidate on any part of an examination, or clerical error in examination results of any examination or test, and a protest may be filed in writing with the Examiner within five (5) days of notification of the challenged result. The Examiner shall consider all timely filed protests and make appropriate corrections if an error is demonstrated.

Veteran's Scoring Criteria

Applicants who have been honorably discharged from active military duty may be eligible to receive veteran's scoring criteria points as provided by Washington State Law (RCW 41.04.010). If you wish to claim Veterans’ Preference Points, please complete the Veterans Scoring Criteria Declaration Form (https://cob.org/wp-content/uploads/COB-Veterans-Scoring-Criteria-Declaration-PDF.pdf) and upload it to your application with your DD214.

01

Thank you for your interest in this position at the City of Bellingham! To ensure a consistent review, only the City of Bellingham job application and required supplemental documents will be reviewed. Cover letters and resumes are not reviewed unless they are required as part of the process. When applying for this position, you must thoroughly complete each section of your application, and provide a thorough response to each of the supplemental questions. Please do not indicate "see resume" or copy content that is unrelated to the position being applied for from your resume when answering these questions.

Have you read and understood the information listed above?

+ Yes

+ No

02

Do you have two (2) years of experience or training using multiple computer software programs for data collection, record keeping, data processing, spreadsheets, reporting and data analysis; OR, do you have one (1) year of experience and one (1) year of college or technical training of general education course work toward a degree at an accredited college or university using multiple computer software programs for data collection, record keeping, data processing, spreadsheets, reporting and data analysis. [Note: this must be listed on your application under education]

How We Count Work Experience: Your experience must be equal to full-time paid work. If you worked part-time, we’ll calculate your experience based on the total number of hours you worked in a year. For example, if you worked 10 hours per week for 12 months, that equals 3 months of full-time experience (10 hrs x 52 weeks= 520 hrs/173.33 full time hrs per month = 3 months).

+ Yes

+ No

03

If you answered YES to question #2, please provide a detailed description of your experience or combined experience and education.

04

Do you have two (2) years of experience providing direct service to the public?

How We Count Work Experience: Your experience must be equal to full-time paid work. If you worked part-time, we’ll calculate your experience based on the total number of hours you worked in a year. For example, if you worked 10 hours per week for 12 months, that equals 3 months of full-time experience (10 hrs x 52 weeks= 520 hrs/173.33 full time hrs per month = 3 months).

+ Yes

+ No

05

If you answered YES to question #4, please provide a detailed description of your experience.

06

Describe a situation where you helped resolve a customer or client concern that required researching information or troubleshooting a technical or service issue. What steps did you take to understand the problem, communicate effectively, and ensure a positive outcome?

07

Do you have experience with automated meter reading systems or Public Works water utilities? [Note: this is preferred. If you state no, your application will not be disqualified.]

+ Yes

+ No

08

If you answered YES to question #8, please describe your experience.

09

If you are requesting Veteran's Preference points, a completed Veterans Scoring Criteria Status Declaration is required along with a copy of your DD214. The required form is in the Selections Process section of the Job Posting. Check "YES" here if you are attaching a Veteran's Declaration form and DD214.

+ Yes

+ No

Required Question

Employer

City of Bellingham

Address

104 West Magnolia Street Bellingham, Washington, 98225

Phone

360-778-8228

Website

http://www.cob.org/employment

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