Customer Services Representative

City of San Diego • San Diego, CA

10d • Onsite

About The Position

Customer Services Representative positions perform specialized and complex customer service work in a centralized utilities customer service call center section. They research and resolve billing problems, process new service and service restoration requests, and respond to inquiries and complaints relating to a wide variety of utility account management issues. This includes the initiation and/or termination of water service, reporting water system repair issues, reconciling and adjusting customer accounts, researching delinquent accounts, initiating field investigations and explaining results to customers, researching records to determine whether deposits are required or extensions should be granted, verifying payment information, performing collection efforts on delinquent accounts, establishing payment schedules for delinquent accounts, processing bankruptcy notices and orders, querying and posting information to computerized records, and explaining departmental billing and collection policies and procedures to customers. Customer Services Representatives communicate with internal and external customers through email, phone calls, texting, Skype, Microsoft Teams, Zoom, and other communication platforms as needed.

Requirements

• One year of full-time clerical experience
• A minimum of six months of full-time customer service experience in a HIGH-VOLUME customer services section performing ONE of the following: Working in a call center making inbound and outbound calls, Processing remittance payments in a centralized billing system.
• In a job performing at least TWO of the following customer service functions as PRIMARY job duties: Providing utility information to the public regarding services offered, Researching, reconciling, and resolving billing inquiries, Performing initial delinquent accounts collection work, Processing applications for service, Troubleshooting technical issues for customer accounts, Responding to inquiries and complaints from the public.
• The ability to type at a corrected speed of 30 words per minute on a computer keyboard is required.
• For City of San Diego employees using Out-of-Class Assignment (OCA) experience to qualify must submit written documentation signed by their appointing authority or payroll specialist, detailing the work performed, dates, and total number of qualifying OCA hours.

Nice To Haves

• Technical knowledge and experience with computer systems including: SAP, AmazonConnect or similar phone systems for Call Centers.
• Experience with Microsoft Windows, Outlook, Excel, Word, the internet, and other computer software programs.

Responsibilities

• Research and resolve billing problems
• Process new service and service restoration requests
• Respond to inquiries and complaints relating to utility account management issues
• Initiate and/or terminate water service
• Report water system repair issues
• Research and resolve billing complaints
• Take applications for water turn-ons and turn-offs
• Reconcile and adjust customer accounts
• Research delinquent accounts
• Initiate field investigations and explain results to customers
• Research records to determine whether deposits are required or extensions should be granted
• Verify payment information
• Perform collection efforts on delinquent accounts
• Establish payment schedules for delinquent accounts
• Process bankruptcy notices and orders
• Query and post information to computerized records
• Explain departmental billing and collection policies and procedures to customers
• Communicate with internal and external customers through email, phone calls, texting, Skype, Microsoft Teams, Zoom and other communication platforms, as needed.

Benefits

• 3.5% effective 7/1/27
• 2% effective 7/1/28
• 2% effective 1/1/29
• Eligible benefitted employees originally hired on or after July 10, 2021, will be automatically enrolled in the San Diego City Employees Retirement System (SDCERS).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed