DEFINITION

Under immediate to general supervision, performs a variety of customer, account processing, and recordkeeping activities in support of the District's utility billing operations; maintains frequent contact with the public providing support for a variety of billing and utility service requirements in person or on the phone; and performs related duties as assigned.

SUPERVISION RECEIVED AND EXERCISED

Receives immediate to general supervision from the Customer Service Supervisor. Exercises no direct supervision over staff.

CLASS CHARACTERISTICS

This is the entry-level classification in the Customer Service Representative series. Initially under close supervision, incumbents learn and perform routine utility account processing and recordkeeping activities in support of the District's customer services operations. As experience is gained, assignments become more varied, complex, and difficult; close supervision and frequent review of work lessen as an incumbent demonstrates skill to perform the work independently. Positions at this level usually perform most of the duties required of the positions at the II level, but usually exercise less independent discretion and judgment in matters related to work procedures and methods. Work is usually supervised while in progress and fits an established structure or pattern. Exceptions or changes in procedures are explained in detail as they arise.

EXAMPLES OF TYPICAL JOB FUNCTIONS (Illustrative Only)

The duties and responsibilities listed below are intended to provide a representative list of the various types of work that may be performed. Specifications are not intended to reflect all duties performed within the job class, and incumbents may expect to perform other related similar duties. Some of the duties include, but are not limited to, the following.

Some duty statements may be performed by positions at the entry level in a learning capacity.

Responds to and resolves water utility customer requests in-person and by email, mail, fax, or telephone, on a variety of billing, water service, and general information inquiries; represents the District to all callers and visitors in a customer-friendly manner.
Initiates or terminates residential, commercial, and temporary construction water service accounts; provides information regarding water utility billing practices and rates; processes service turn-on or turn-off requests and issues field work orders.
Responds to and resolves customer account questions, problems, and complaints regarding utility bills and water service, including billing questions and complaints related to low water pressures or meter leaks; verifies customer account information; conducts basic research to answer customer inquiries, including review of consumption history.
Submits field service orders for meter repairs, investigation of water leaks, meter rereads, meter tests, and related water service issues; reviews field results and estimates and recommends billing adjustments; calculates and processes billing adjustments; follows up with customers to provide information on actions taken.
Prepares and posts a variety of billing and account information to customer accounts, including rejected payments, delinquent accounts, account adjustments, and credits; initiates balance transfers to new accounts and issues refunds and other billing adjustments.
Receives and processes auto-payment applications and electronic payments; performs cashiering duties, balances cash drawer, reconciles customer payment, and prepares cash for deposit.
Prepares and maintains a variety of reports and records including account balances, cash and sales transactions, computer file maintenance, credit and collection of delinquent accounts, insufficient funds (NSF) checks, account adjustments, and meter audits.
Receives and processes work order requests for the installation of new services and meters; verifies completed applications; collects initial fees and processes deposit, based on fee schedules; prepares field work order requests; creates account numbers and records installed meter information.
Prepares and maintains a variety of financial records, service tags, investigation work orders, collection letters and reports; prepares usage and transaction histories.
Reviews payments made from customers whose service has been disconnected to ensure water service is restored; changes account status.
Performs a variety of administrative tasks; provides administrative support to supervisors and managers including typing letters and memoranda, preparing documents, and creating spreadsheets; receives, opens, and distributes mail.
Performs basic accounts receivable, collections, and related clerical accounting support activities.
Performs related duties as assigned.

QUALIFICATIONS

Knowledge of:

Principles and practices of customer service accounting systems, collections, and record keeping.
District's customer base and water use patterns, including causes for high and low consumption readings.
Cash handling techniques.
Meter service and field operations and maintenance issues, including service shutdowns, and water outages and leaks, and District water service rules, rates, and policies.
Techniques for providing a high-level of customer service by effectively dealing with the public and District staff.
The structure and content of the English language, including the meaning and spelling of words, rules of composition, and grammar.
Modern equipment and communication tools used for business functions and programs, project and task coordination, including computers and software programs relevant to work performed.

Ability to:

Quickly and tactfully respond to customer service calls and inquiries from customers.
Understand, interpret, and apply District water service rules, rates, and policies.
Learn District boundaries, service areas, and basic terminology used in engineering maps and legal property descriptions.
Enter customer information and related data accurately and timely.
Balance out cash drawers and total daily cash receipt.
Perform basic mathematical calculations accurately and quickly.
Organize work, set priorities, meet critical deadlines, and follow-up on assignments.
Use tact, initiative, prudence, and independent judgment within general policy and procedural guidelines.
Effectively use computer systems, software applications relevant to work performed, and modern business equipment to perform a variety of work tasks.
Communicate clearly and concisely, both orally and in writing, using appropriate English grammar and syntax.
Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

Education and Experience:

Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying. A typical way to obtain the required qualifications would be:

High school graduation or equivalent; and

One (1) year of customer service experience involving a high level of public contact.

Licenses and Certifications:

A valid CA driver's license upon date of application is highly desirable.

Beaumont-Cherry Valley Water District jobs

Customer Service Representative I