Customer Service Representative I/II

Las Virgenes Municipal Water District • Calabasas, CA

21d • Hybrid

About The Position

Under general supervision of the Customer Service Office Supervisor, a Customer Service Representative I/II provides a variety of information and assistance to residential and business customers, resolves a variety of service and billing issues, and processes and maintains billing records and accounts. This is a flexibly staffed series, and employees typically enter at the Customer Service Representative I level. A Customer Service Representative I performs routine tasks and many of the duties required of a Customer Service Representative II but is not expected to perform with the same level of autonomy. A Customer Service Representative I exercises less independent judgment and discretion and has a narrower scope of responsibility. Upon meeting the experience requirements and performance standards of the higher level as designated by the division, an employee is promoted to the II level. The II level is the fully experienced, journey level class. If an employee enters the series at the II level, the employee must have the required experience and meet the division’s competency standards. The recruitment process will consist of an application screening, 1st round (structured) interview, and a 2nd round (selection) interview. Candidates will be notified of their status in the recruitment process via e-mail.

Requirements

• Demonstrated knowledge of principles, practices, methods and techniques used to provide and maintain a satisfactory level of customer service.
• Demonstrated knowledge of basic accounting and record keeping practices and methods used to develop and maintain accurate billing records.
• Demonstrated knowledge of principles and practices of data collection and report preparation.
• Demonstrated knowledge of principles and procedures of records management.
• Demonstrated knowledge of District policies, procedures, programs, and activities pertinent to the customer service function.
• Demonstrated knowledge of State and federal laws and regulations relevant to the customer service function.
• Demonstrated knowledge of District meter reading and billing codes, procedures, practices, cycles and related software programs.
• Ability to effectively diffuse conflicts.
• Ability to resolve customer service concerns and issues.
• Ability to learn, explain and apply District policies and procedures related to billing and collection programs and other District programs and activities.
• Ability to understand technical water terminology, practices, and procedures.
• Ability to interpret and communicate complex, technical information to business owners and residents.
• Ability to operate office equipment, including computers and supporting word processing, spreadsheet, email, database applications, and the customer information system (CIS).
• Ability to input, generate, and maintain accurate billing and related databases and reports.
• Ability to prepare letters, memos, and forms.
• Ability to communicate clearly and concisely, orally and in writing, using appropriate grammar, spelling, punctuation, and business vocabulary.
• Ability to establish and maintain effective working relationships with those contacted in the performance of assigned duties.
• Ability to research and identify potential billing inaccuracies resulting from misreads, billing estimates, and meter changes.
• Ability to calculate and make accurate adjustments to accounts and records.
• Sufficient eyesight to read fine statistical reports and standard text and data on computer terminal screens.
• Ability to speak and hear at normal conversational levels in person and over the telephone.
• Manual dexterity to write legibly and to use calculators, computer terminals, two-way radio, postage machine, and other general office machines.
• Ability to lift and carry approximately ten pounds.
• Ability to reach, bend, or crouch to use files and records.
• Ability to work with regular distractions and interruptions from phones and customers at the counter.
• Ability to work under deadline pressures.
• Ability to effectively communicate with irate customers and/or their legal representatives under adverse conditions.
• Depending upon the assignment, the ability to work outdoors under various weather conditions to meet with customers to advise them concerning impending water turn off due to non-payment.
• High school diploma or equivalent.
• Customer Service Representative I - Two (2) years of responsible experience in record processing which included at least some direct customer service.
• Customer Service Representative II – Two (2) years of responsible experience in record processing, including one (1) year of experience as a customer service representative or comparable customer service experience involving providing direct customer support and resolving customer issues.

Nice To Haves

• Experience preparing and processing customer billing and payments is desired.

Responsibilities

• Researches, responds to, and resolves customer concerns and issues related to billing statements, water conservation, water budgets, water service, and water quality over the phone, in person, by mail, and via the computer; educates customers on water conservation and water budgets; explains District policies and procedures.
• Assesses situations; determines appropriate action to defuse potentially difficult situations with customers within established guidelines; refers most difficult issues to higher-level customer service staff for resolution as appropriate.
• Prepares and generates water and sewer billings including but not limited to batching customer accounts in preparation for billing; reviewing accounts and data transferred from field customer service activities for completeness and accuracy; computing and posting adjustments and corrections; and researching and generating specialized reports.
• Schedules and coordinates inspections with field and construction crews for possible water leaks, high bills concerns, issues involving pressure; notifies field crews of main line water/sewer breaks and emergency shutdowns by way of two-way radio system or cell phone; prepares customer service orders for non-pay accounts, return checks, and verification or transfer of service, as well as other customer service issues.
• Updates and closes service orders once work is complete updating the customer records and if necessary communicating the finding to the customer.
• Processes and posts payments received at the counter, through the mail, by electronic funds transfer (EFT) or credit card transactions, prepares deposits; balances the cash register; reviews customer accounts making debit and credit adjustments as needed; runs and verifies all related reports; checks for accuracy of billing statements and payments made; prepares documents and records for filing.
• Reviews and makes appropriate notifications or takes action concerning leakage adjustments, misread or stuck meters, nonpayment of bills, returned checks, late fees and door tag fees; posts any fees or adjustments as required.
• May assist field personnel in making on-site notifications to business and residential customers concerning non-payment; advises customers of actions being taken on-site to discontinue service and methods for reinstating same; works closely with standby personnel for any issues that may arise after-hours.
• Verifies account balances on closed accounts status report; transfers balances to open accounts when appropriate; refers accounts to pre-collection agency; posts payments received and updates agency as needed; communicates actions taken to customers, collection agencies, and accounting department.
• Notes accounts with bankruptcy/foreclosure information and follows-up process until complete, making any necessary adjustments to customer accounts.
• Reviews data transferred from meter reading and customer service input to assure accuracy.
• Investigates and troubleshoots billing issues.
• Conducts research, generates computer queries, and analyzes data to detect anomalies and determine the cause for charge and billing inaccuracies.
• Carries out activities to compute and generate customer billings, including delinquent notices and door tag notices for disconnection.

Benefits

• Equal employment opportunity to all persons regardless of their race, color, national origin, religion, gender, sexual orientation, mental or physical impairment, ancestry, medical condition, marital status, or age (except where a bona fide occupational qualification).
• Equal treatment to all persons in matters affecting recruitment, hiring, promotion, discipline, compensation, assignment, benefits, training, and layoff practices, and any other matters affecting employment.
• Compliance with the American with Disabilities Act, if special assistance in the selection process is needed, notify the Human Resources Division, in writing, upon applying.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED