Customer Service Representative

City of Bremerton - Bremerton, WA3.0

General Function
Without close supervision or detailed instructions, this position involves a high degree of public contact as well as specialized clerical and technical duties in an automated office environment. Employees in this class receive and answer inquiries from the public by telephone, email or in person on a wide range of government services, rates, policies, and procedures.

Representative Essential Duties and Responsibilities
(Note – this list is intended only to illustrate the various types of work that may be performed. The omission of specific statements does not exclude them from the position.)

Acts as first point of public contact with department.

Receives and provides information and services to other City departments and personnel, governmental and private agencies, various outside organizations, customers, and the public.

Interprets City codes, regulations, and application of policies and procedures.

Adapts guidelines and policies to varied situations while maintaining consistency when interpreting unclear guidelines or policies.

Handles customer complaints and requests and personally resolves the issue whenever possible.

Refers customer to proper department or person when necessary.

Researches and responds to telephone, email, mail, and in person inquiries from the general public, City departments, and outside agencies or businesses.

Takes accountability for follow-through with the customer to bring closure to the request, service issue, or problem.

Maintains confidentiality of work-related issues, client records, and City information.

Interprets, explains, and accurately manipulates data in cashiering and customer information systems.

Receives payment from the public for payment of bills; accurately calculates and issues change and receipts; records transactions in the appropriate amounts; balances and maintains records relating to monies received and disbursed.

Provides administrative level clerical support to department.

Includes working knowledge of policies, file retrieval and maintenance, preparation of documents and correspondence, preparation and distribution of incoming and outgoing mail, processing of invoices, and ordering of supply inventories.

Other Duties
– Regular attendance is an essential requirement
– Performs related work as assigned and/or required

Qualifying Education and Experience (Minimum Requirements)
Any combination of education and experience equivalent to a high school diploma or GED and one (1) year in college or technical school courses in business and computer applications. Three (3) or more years of progressively responsible related experience in direct customer service, working with a diverse customer base, and handling difficult and varied customer issues. Experience in a frontline service delivery environment where it was necessary to display a positive attitude, friendly demeanor, and follow through on commitments to customers. Or any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities.

Knowledge of:
  • Basic principles and practices of customer service.
  • Telephone techniques and etiquette.
  • Principles and practices of business arithmetic.
  • Record-keeping techniques.
  • Computer applications, data entry and output, word processing and spreadsheets.
  • Incumbent will have full working knowledge and necessary skills to perform all of the functions required of the job.
Skill in:
  • Application of interpersonal skills using tact, patience, and courtesy.
  • Multi-tasking while maintaining accuracy and efficiency.
  • Intermediate to advanced computer skills, including but not limited to, proficiency in Word, Excel, Outlook, Internet, and various databases.
Ability to:
  • Answer telephones and greet the public courteously.
  • Communicate effectively both orally and in writing.
  • Read, understand and apply rules, regulations, ordinances and laws applicable to functional areas of assignment.
  • Apply and use modern office practices, procedures, and office machines including computers, photocopiers, calculators, and other office equipment as assigned.
  • Work independently as well as collaboratively as part of a team.
  • Receive monies and make change accurately.
  • Maintain highly effective relationships with other employees, the general public, appointed and elected officials, and other public and private agencies.
  • To get along with others and be an effective team member.
Examination Process
Applicants can apply on-line at, or application packets may be obtained from the Human Resources Department, Cobweb, or by calling (360) 473-5241.

Required Application materials: City application and personal résumé are required. Incomplete application packets will not be considered. Required application materials must be returned to the Human Resources Office by 5:00 p.m. on the closing date. The City of Bremerton is NOT responsible for errors of any kind with faxed or e-mailed application packets. Original signature is required on paper application forms. It is the responsibility of the applicant to carefully list all pertinent experience and training.

Appraisal of Experience and Education/Training: Application packets will be evaluated on the basis of information provided. Applicant's education, training, and experience will be assessed. The passing score is 70%.

Oral Examination: A panel will evaluate the applicant's training, experience, and ability to perform the job.

Placement on the eligibility list is determined by weighted examination scores as follows:

Appraisal of application packet regarding Experience and Education/Training -
Passing Score 70% - Weight 40%

Oral Examination - Passing Score 70% - Weight 60%

Applicants must achieve a score of 70% or better on each portion of the exam in order to be placed on the hiring list.

NOTE TO APPLICANTS WITH DISABILITIES: Applicants with disabilities who will need special accommodation for examination must advise Human Resources no later than one (1) week prior to the scheduled examination so that appropriate arrangements can be made. (360) 473-5347.


Fair Labor Standards Act: The classification is non-exempt under the laws of Fair Labor Standards Act minimum wage and overtime provisions.

Representation: The classification is included in the bargaining unit pursuant to the Recognition Article of the current labor agreement between the City of Bremerton and the Teamsters Local 589.

Civil Service: The classification is excluded from the City's Civil Service System.

Appointment and Removal Authority: The position is filled by appointment by the Department Head. Removal is by action of the Department Head in conformance with Human Resources Policies.

This classification specification does not constitute an employment agreement between the City and employee. It is subject to change by the City, with the approval of Human Resources, as the needs of the City and requirements change.

The City of Bremerton is proud to be an Equal Employment Opportunity Employer
committed to a diverse workforce.