Customer Service Representative I

Olivenhain Municipal Water District • Encinitas, CA

19d • Onsite

About The Position

This at-will position's responsibilities include handling all matters pertaining to customer service for the District. This position is expected to support the District Strategic Plan and Mission Statement by remaining informed and involved and exhibit a willingness to assure successful interpersonal and interdepartmental relations. A working knowledge and understanding of District safety rules and regulations, as well as active participation in the District’s safety programs is necessary. Stable, reliable attendance is required. The following tasks are typical for this classification. Incumbents may not regularly perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business or staffing needs and changing business practices as defined by the General Manager.

Requirements

• High School diploma or equivalent.
• Standard First Aid and CPR certifications are required.
• Minimum of one year of experience responding to customer inquiries within a customer service environment.
• Excellent verbal and written communication skills.
• Proven ability to organize and manage competing priorities.
• Comprehensive ability to effectively utilize a personal computer and windows applications.
• Ability to constructively deal with conflict and provide effective resolutions.

Nice To Haves

• Ability to achieve a State of California Water Distribution Operator Level 1 certification after appointment is desirable.

Responsibilities

• Performs general administrative support: Promptly answers incoming calls, greets visitors, and directs inquiries to appropriate departments. Processes customer payments through the cash register. Receives and processes incoming, outgoing, and returned mail. Monitors and maintains adequate quantities of office supplies. Prepares a variety of forms and documents such as correspondence, notices, schedules, service information, and requests using word processing, spreadsheets, and billing software. Maintains departmental files and records in compliance with retention requirements. Participates in training events and meetings. Prepares a variety of reports, at management request. Proposes updates to policies and procedures when appropriate. Represents the District in a professional manner.
• Directly interacts with the customers to assist with questions and issues regarding District services. Determines the nature of, researches, and promptly responds to customer inquiries utilizing the District’s customer information system, online portals with payment and water consumption data, information provided by other departments about field work or District services, and applies District policies to the subject matter at hand. Troubleshoots issues presented by customers and prepares service orders to dispatch field personnel when necessary. Coordinates with other personnel as needed, including to relay information on customer inquiries and service requests. Notifies customers via email, letter, phone, and/or automated call of past due balances, water waste, irregular water use, disconnection of service, service interruptions, and other information related to District services. Enters, processes, and updates all required information in the District’s customer information and billing software in a timely and accurate manner. Transfers balances between customer accounts when appropriate. Assists with District Agricultural Program.
• Performs billing activities for the District: Prepares timely and accurate monthly bills for all customers and final bills for closed accounts. Prepares and sends electronic files for bill creation. Reviews billing reports, researches, corrects, and resolves customer billing problems. Monitors past due accounts and prepares delinquent notices, returned payment notices, disconnection notices, and liens. May adjust delinquent charges or arrange for a payment schedule, within scope of authority. Interacts with Field Services Technicians to resolve meter issues that affect billing. Processes customer refunds on closed accounts.
• Performs all related duties as assigned.

What This Job Offers

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