Customer Service Representative III

Vallecitos Water District • San Marcos, CA

5h • Onsite

About The Position

Under general supervision, provides a variety of routine to complex customer service, which involves communicating with the public; reviews and maintains customer account records related to water and wastewater service; prepares monthly and final bills for closed accounts; provides temporary relief to lower level Customer Service staff as assigned; performs related duties as required. This is the advanced journey level class of this series, performing a variety of complex utility billing and customer service duties, including monthly & final billing of all utility accounts; provides customer service in difficult situations.; and assists with training less experienced department staff. This classification is directly supervised by the Customer Services Supervisor. It does not supervise any staff but may train less experienced staff. It is not a designated lead position and does not assume supervision of the department in the absence of the supervisor but, in that circumstance, will assist the Purchasing & Utility Manager with Customer Service issues as needed.

Requirements

• High school graduation or equivalent
• Three years of experience performing customer service for utility customer accounts
• Demonstrated reliability, attendance, and time management
• Shows initiative and focus on assigned work and tasks
• High attention-to-detail
• Professional and sensitive communication style with staff and customers, sometimes in tense situations
• Critical thinking and problem-solving skills
• Advanced skills with Microsoft Word and Excel
• Able to learn new technology quickly
• Knowledge of customer service and utility billing principles, methods, and practices, for in person, in writing, and over telephone
• Knowledge of basic auditing principles and practices
• Knowledge of office management practices and procedures, including filing and the operation of standard office equipment
• Knowledge of office computer hardware and software, including spreadsheets and word processing
• Knowledge of business arithmetic including percentages and decimals
• Knowledge of correct business English usage and the standard format for typed materials
• Knowledge of policies and procedures related to the duties of Customer Service division
• Ability to communicate clearly and concisely, both orally and in writing
• Ability to explain and apply policies and procedures
• Ability to maintain effective working relationships with employees and the public
• Ability to understand and follow verbal and written directions
• Ability to work independently
• Ability to reliably and consistently attend work
• Ability to use initiative and sound judgment within established guidelines
• Ability to analyze data and draw logical conclusions
• Ability to perform mathematical computations
• Ability to write reports and keep accurate records
• Ability to perform clerical accounting work skillfully and accurately
• Ability to perform data entry with speed and accuracy
• Ability to type correspondence and forms
• Ability to operate a computer and use a variety of computer software
• Ability to operate a cash register, calculator, and other common office machines
• Ability to resolve customer service issues effectively and tactfully, occasionally in strained situations

Nice To Haves

• Experience in billing or invoicing for metered-based services is preferred.
• English/Spanish bilingual desirable.

Responsibilities

• Prepares timely monthly and final bills, including delinquency notices and turn-off notices throughout staggered billing cycles; proofs meter readings and data entry for customer billings; identifies and researches apparent billing/meter read discrepancies; records meter exchange readings on appropriate accounts; tracks delinquent customer accounts in accordance with District policy; pursues repayment options through collections or liens process as required under policy.
• Processes electronic payment transactions, including bank transfers (ACH/wire) and customer payments received through the District's online payment platform; reconciles transactions and posts payments to customer accounts in a timely and accurate manner.
• Receives and handles complex or difficult customer service calls prior to elevation to Customer Service Supervisor; assists and trains Customer Service Representative I/IIs in a variety of tasks during busy periods, including, but not limited to, answering calls, greeting customers, and mail processing.
• Composes letters regarding capacity deficiencies and monthly sewer service charges related to water service agreements; performs follow-up contact to discuss details of requirements as needed; documents customer contact and maintains customer files.
• Prepares database queries, creates reports, researches records, and analyzes gathered data related to audits, rates, and billing; maintains varied subsidiary ledgers, auditing and reconciling reports and information and posting data as required.
• Assists in the creation, testing, and updating of processes, software, and procedures affecting the Customer Service department.
• Operates copiers and a variety of office equipment; utilizes various computer software and programs required for the work.
• Performs duties in a professional manner and works well with others or in a team setting.
• Establishes and maintains cooperative working relationships with co-workers, outside agencies, and the public.
• Regular attendance and adherence to prescribed work schedule to conduct job responsibilities.
• Observes safe work practices and safety methods.
• Performs other duties as assigned.

What This Job Offers

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