Customer Service Representative I

Coachella Valley Water District•Palm Desert, CA

22d

About The Position

Under immediate to general supervision, performs a variety of customer service functions including but not limited to, receiving and processing orders for domestic water, sewer service, and irrigation; advises customers on start and stop service processes; reviews water consumption issues and provides customers with water efficiency tips; directs customers to other departments as appropriate; and performs related work as required.

Requirements

Equivalent to a High School diploma.
One (1) year of office administrative or customer service experience.
Possession of a valid California Driver's License, to be maintained throughout employment.
District water operations, service area, and geography.
Basic mathematics.
Principles and practices of record keeping.
Geographic information systems, plat sheets, and county assessor maps.
Basic leak detection and water use efficiency.
Water meters and distribution systems as they relate to customer service.
District and mandated safety rules, regulations, and protocols.
Techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors, 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 program, project, and task coordination, including computers and software programs relevant to work performed.
Analyze customer issues, evaluate alternatives, and develop sound conclusions and recommendations.
Receive and accurately process customer account transactions.
Learn and implement district policies regarding the establishment of water delivery service, sanitation collection service, and billing for services.
Research and resolve customer questions and/or issues and direct to appropriate staff as necessary.
Prepare clear, accurate, and concise correspondence, records, and reports.
Independently 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.

Responsibilities

Receives and accurately processes requests for domestic water service, construction water, sanitation service, industrial water orders, and irrigation water orders, by all communication channels; assists customers through application process and notifies appropriate district departments for service.
Receives and accurately processes account payments and transfers, cash transactions, address changes, and informational requests on the status of accounts.
Receives and processes emergency calls regarding breaks, malfunctions, no water, and temporary turn-on and turn-offs; generates work orders and dispatches appropriate district personnel.
Receives and processes unscheduled water orders, changes in amounts of water ordered, and informational requests; generates work orders and dispatches appropriate district personnel.
Receives requests for irrigation water, checks irrigation meter numbers for accuracy to ensure clearance for delivery, ensures parcel number, customer identification, the ordered amount, and the turn-on and turn-off dates are accurate and ensures meter has appropriate capacity; establishes the new agriculture water account and coordinates with billing and field personnel for account initiation.
Monitors and processes accounts that are off for nonpayment, delinquent, or closed that show consumption, coordinates with field personnel for investigation and resolution, contacts customers as appropriate and coordinates with billing for assistance programs, collection, or assignment of account to tax roll.
Reviews high water billings with customers and coordinates personnel for field investigations and meter testing; provides assistance to customers for water efficiency and leak detection.
Records ownership changes on properties receiving irrigation, domestic, or sewer services.
Performs a variety of administrative support duties including walk-in and telephone reception, research, and data collection for assigned projects, collecting payments from drop box, and general cashiering duties.
Observes and complies with District and mandated safety rules, regulations, and protocols.
Performs other duties as assigned.