Customer Service Representative, Technical (CSRT)

This advertisement is to create a list that will be used to fill Customer Service Representative, Technical (CSRT) vacancies for the City of Tacoma and Tacoma Public Utilities for a period of one year. Join a team committed to delivering equitable, accurate, and customer-centered service that supports essential public services in our community. This is the second level in the Customer Service Representative series, CSRTs perform advanced customer service duties across in-person, telephone, and electronic service channels. Incumbents resolve complex customer account issues, including billing discrepancies, account research, audits, and advanced corrections, while ensuring accuracy and compliance with policies and regulations. CSRTs serve as subject matter experts, applying sound judgement and independent decision-making to resolve complex issues, interpret policies and support consistent service delivery. This classification represents the technical progression from Customer Service Representative and prepares employees for Lead and Supervisory roles through increased responsibility, independent decision-making, and subject matter expertise. These are representative of the work performed. Other duties related may be assigned: Deliver equitable, accurate and customer-focused service across all interactions Resolve complex customer issues involving billing, payments, account adjustments, and policy interpretation Research, analyze, and audit customer accounts to identify and resolve discrepancies Ensure accurate and thorough documentation of all customer interactions and account activity Navigate and utilize multiple customer information systems to complete work efficiently and accurately Apply empathy and de-escalation techniques when handling challenging or sensitive customer situations Monitor account activity and identify trends or recurring issues impacting customers or operations Provide guidance and support to peers on complex issues, serve as a resource for policies and procedures, as well as assist with training of staff as needed. Demonstrate accountability for individual performance metrics, including accuracy, productivity, and customer experience outcomes. Vacancies may occur within the following departments (work locations and schedule will vary by position): Tacoma Public Utilities

Tacoma Public Utilities provides services that are vital to your quality of life. A CSR Tech works with internal and external customers on complex billing questions and concerns. You can learn more about Tacoma Public Utilities here. Fire

CSRTs within Tacoma Fire will have primary responsibilities of conducting Emergency Medical Services (EMS) billing and auditing

this includes understanding medical billing, insurance and HIPAA regulations, and payment processing. For more information about our EMS billing program, see this page on Tacoma Fire's website. Finance Finance's mission is to support a thriving, livable community through collaboration, transparency, and strong financial management. As a CSRT, you will be the primary point of contact for our customers and may be responsible for resolving tax, license, assessment, special projects, and financial issues that require research and advanced records corrections skills. Environmental Services CSRTs support the City of Tacoma's Wastewater, Surface Water and Solid Waste utilities. You can learn more about the City of Tacoma's utility services on our Environmental Services page. Bilingual candidates are encouraged to apply.

Applicants who apply and meet minimum qualifications will be invited to take an online test. Details and the test link are anticipated to be sent via email the week of April 27, 2026. Be sure to check your junk folder for this email so you don't miss the deadline.