Customer Service Representative I

Thurston PUD
1230 Ruddell Road SE, Lacey, Washington
Job Type
Job Post Expires On


Customer Service Representative I

Position Title:  Customer Service Representative I Job Type: Full-time, Permanent Department: Customer Service Location: Thurston County - Lacey Reports to: Customer Service Supervisor Pay Range: $21.66 - $27.69 Hourly ($3,757 - $4,800 Monthly)



Established in 1938, Thurston PUD is a special-purpose municipal agency located in Lacey, WA. We currently own and operate 279 water systems, serving over 9,600 families, businesses, schools, and parks. Thurston PUD provides water planning and utility services to the citizens of Thurston County, and owns and operates water systems in Pierce, Lewis, King, Grays Harbor and Kitsap counties. The PUD is governed by three Commissioners who are elected by the voters of Thurston County to serve for 6 years. The Commissioners represent the three PUD Commission districts in Thurston County. The District offers a competitive and comprehensive benefits package that includes medical, dental, vision, group term life insurance, short- and long-term disability coverage, State of Washington PERS 401(a) retirement plan participation, deferred compensation plans.


Thurston PUD policy states that new employees should be vaccinated upon hire or begin the vaccination process within two weeks of hire and be fully vaccinated within 45 days of hire. Serves as the point of contact to facilitate customer transactions with the District by providing information, responding to requests for service, handling customer complaints, and maintaining related records.


ESSENTIAL FUNCTIONS –Essential duties and responsibilities may include, but are not limited to, the following:

  • Greet and direct public within office
  • Answer calls on a multi-line telephone and answer customer account and water quality related questions
  • Transfer calls to appropriate staff
  • Process payments received in the mail, over the phone and from walk-in customers
  • Balance cash drawer daily, safeguarding District cash receipts
  • Provide customer support both via telephone, in writing, and in person
  • Understand and effectively communicate the billing and collections process
  • Manage customer accounts – create, update, and close accounts
  • Process late fees and adjustments
  • Contact customers on pending disconnect list to arrange payments
  • Dispatch and coordinate service requests and disconnects with field staff
  • Preparing mailings and billings to customers
  • Maintain general and water system specific filing as necessary
  • Perform required word processing
  • Meeting place preparation
  • Clerk to the Board duties as assigned
  • Other related duties as assigned



  • Bondable
  • General understanding of water utilities
  • Demonstrated ability to understand and interpret rate schedules
  • Ability to comply with all PUD policies and procedures and maintain confidential information



  • Ability to work effectively with customers and co-workers
  • Demonstrated ability to effectively communicate, both written and verbal Demonstrated ability to work effectively with difficult customers
  • Ability to work with little to no supervision
  • Dependable with the ability to manage time efficiently and meet deadlines
  • Excellent Working Knowledge of MSOffice (Word, Excel, Access, Outlook, Publisher) Ability to work in a fast-paced, potentially stressful environment
  • Ability to become proficient in use of specialized utility software



  • High school graduate or equivalent
  • Minimum one-year experience in customer service/support field
  • Familiarity with Springbrook Utility Billing a plus


Work is performed in an office setting which is busy, oriented to public service and subject to constant work interruptions. Employees may work under the stress of continual public and/or interoffice contacts and pressure to meet timelines. While performing the duties of this job, the employee is frequently required to sit or stand for extended periods; see to read and analyze financial data; and hear and speak to exchange information. The employee frequently is required to use hands to finger, handle, or feel objects, tools, or controls and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, the ability to adjust focus and the ability to distinguish between shades of color. The noise level in the work environment is usually moderate.



Please visit for an application packet. To be considered for this position, please submit a letter of interest, resume and completed application packet. Please email your completed application packet to Thurston PUD Human Resources at or mail them to:

Thurston PUD

Human Resources

1230 Ruddell Road SE

Lacey, WA 98503


We will be accepting applications until the position is filled.

For questions or other information related to this recruitment, please contact Ruth Clemens at or at (360) 515-6118. Prior to employment, a criminal history background check and reference checks will be conducted on the top candidates. The District is an Equal Opportunity Employer and maintains policies for a drug-free and smoke-free work environment.