Temporary Customer Service Specialist I

Irvine Ranch Water District•Irvine, CA

15h•Onsite

About The Position

Irvine Ranch Water District (IRWD) is seeking a Temporary Customer Service Specialist I for the Customer Service Department. This position is limited to a duration of six (6) months, but no more than twelve (12) months. IRWD is a progressive, values-driven agency with an international reputation for its leading-edge financial management practices, water recycling program, water use efficiency practices, water banking, urban runoff treatment, and energy generation and storage. Established in 1961, IRWD is an independent special district serving central Orange County, providing high-quality drinking water, reliable sewage collection and treatment, ground-breaking recycled water programs, and environmentally sound urban runoff treatment. IRWD employees enjoy working in a safe, supportive, and nurturing environment where they form strong bonds with fellow employees. To ensure effective communication and promote a collaborative team environment, employees report to work each day in the office or in the field, depending on their positions. Under direct supervision, the Customer Service Specialist I will perform administrative duties for the Customer Service department including responding to customer questions and concerns with regards to billing, adjustment of accounts, or water and sewer service- related situations. The ideal candidate will show interest in and understand the needs, expectations, and circumstances of Irvine Ranch Water District (IRWD) customers. They will show a high level of care and thoroughness when taking requests regarding water and sewer services, answering and resolving billing questions, and accepting payments from customers. The ideal candidate will maintain focus and quality under distracting working conditions or high workloads. They will be able to complete their assigned duties thoroughly, efficiently, and adjust quickly to changes in assignments and priorities. Lastly, the ideal candidate will follow through on assignments and meet deadlines while adhering to policies and procedures.

Requirements

High school graduation or equivalent is required.
For degrees obtained outside of the U.S., an official equivalency evaluation is required.
Two (2) years of general office experience with heavy customer contact is required.
Ability to sit for extended periods of time while performing tasks at a desk or workstation.
Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard, typewriter keyboard, or calculator and to operate standard office equipment.
Ability to reach for documents, supplies, or equipment at varying heights (within a standard office environment) and grasp them, including the use of filing cabinets or shelves.
Good vision is necessary for reading documents, working with computer screens, and performing tasks that require fine detail.
Ability to hear in a standard office environment for communication, phone calls, and meetings.
Frequent verbal communication with team members, clients, and other stakeholders, including both in-person and virtual meetings, requiring clear speech and hearing.
The job may require sustained concentration, problem-solving, and decision-making skills.
The employee should be able to manage work-related stress in a fast-paced environment.

Nice To Haves

The ideal candidate will show interest in and understand the needs, expectations, and circumstances of Irvine Ranch Water District (IRWD) customers.
They will show a high level of care and thoroughness when taking requests regarding water and sewer services, answering and resolving billing questions, and accepting payments from customers.
The ideal candidate will maintain focus and quality under distracting working conditions or high workloads.
They will be able to complete their assigned duties thoroughly, efficiently, and adjust quickly to changes in assignments and priorities.
Lastly, the ideal candidate will follow through on assignments and meet deadlines while adhering to policies and procedures.

Responsibilities

Takes telephone, written, and in-person requests regarding water and sewer service, and processes utilizing the computer system.
Answers and resolves billing questions by telephone, written correspondence, emails, and in-person.
Submits requests for adjustments to bills, if appropriate.
Accepts payments from customers, prepares receipts, makes change and creates Customer Contacts on the computer system.
Educates customers regarding the District’s variance program.
Assists with completion of applications, verifies information and inputs into the computer system.
Receives, verifies and records Temporary Construction Meter applications at the Customer Service front counter.
Creates and becomes advocate/responder for Customer Contacts and/or To Do’s on the computer system for all external/internal transactions.
Performs administrative job duties, including ordering supplies, distributing departmental mail, processing Customer Service Satisfaction Survey’s and completing expense reports.
Assists and provides back-up to the Customer Service Department as requested.
Complies with District safety work-related practices and attends relevant safety training.
In accordance with Government Code Section 3100, Irvine Ranch Water District employees, in the event of a disaster, are considered disaster service workers and may be asked to respond accordingly.