Customer Service Representative I

Full-Time Position
FLSA: Non-Exempt

DEFINITION

Under immediate and then general supervision, performs duties related to collecting and processing customer inquiries and complaints by either providing the correct information to the customer or by referring the customer to the appropriate department; schedules water service; collects and processes customer payments and adjustments; maintains related records and files; and performs other related duties as required.

DISTINGUISHING CHARACTERISTICS

The Customer Service Representative I is the entry level of the Customer Service Representative class series while learning agency policies and procedures. Incumbents of this class perform a variety of billing and customer service work. This classification is distinguished from the next higher-level classification of Customer Service Representative II by the performance of work requiring a lesser degree of interpretation and judgment.

SUPERVISION RECEIVED/EXERCISED

Customer Service Representative I receives immediate and then general supervision from the Customer Service Supervisor.

• Researches, responds to, and resolves customer concerns and complaints related to billing statements, payments, and adjustments; explains billing practices and procedures over the phone, by email, in person, or by mail in a professional and customer-friendly manner.
• Provides current information to customers, updates and records changes on new and existing customer accounts, and processes applications for temporary hydrant meters for construction use. Assesses complaint situations; determines appropriate action to defuse potentially difficult situations within established guidelines; escalates difficult customer complaints for resolution.
• Prepares work orders for field crews for possible water leaks, pressure complaints, meter problems, valve repairs, and rechecks; notifies field crew of main line water breaks and emergency shutdowns; maintains records regarding billing, meter problems, corrected bills, rechecks, meter and pressure checks, and applications for water service.
• Processes payments received electronically, in-person, and through the mail; reviews and calculates credit adjustments; collects past due accounts; notifies and schedules termination of unpaid accounts; advises customers of actions being taken on site to discontinue service and methods for reinstating service; compares returned checks against accounts, collects and records account information, and prepares overdue notices.
• Reviews misread meters; loads and unloads meter reading software; checks for accuracy of meter reads; prepares daily edits, adjustments, and weekly billing.
• Processes information for accounts that go to a write off status; prepares final notices on delinquent accounts when applicable.
• Prepares daily cash and checks received for daily banking deposits; processes bank deposit paperwork; reconciles daily cash drawer.
• Operates a computer and inputs a variety of data using assigned software including word processing, spreadsheet, and database programs.
• Communicates with other departments and personnel, outside organizations, customers, and the general public to exchange information and resolve issues or concerns.
• Operates a variety of office equipment.
• Performs other related duties as required.

PHYSICAL, MENTAL AND ENVIRONMENTAL WORKING CONDITIONS

Position requires prolonged sitting, standing, walking, reaching, twisting, turning, kneeling, bending, squatting, and stooping in the performance of daily activities. The position also requires grasping, repetitive hand movement, and fine coordination in preparing statistical reports and data using a computer keyboard. Additionally, the position requires near vision in reading correspondence, statistical data, and using a computer. Acute hearing is required when providing phone and personal service. The need to lift, drag, and push files, paper, and documents weighing up to 25 pounds also is required.

Work is typically performed in an indoor office environment where the noise level is moderate.

Some of these requirements may be accommodated for otherwise qualified individuals requiring and requesting such accommodations.

QUALIFICATIONS (The following are minimal qualifications necessary for entry into the classification.)

HOW TO APPLY

Read the job notice thoroughly, note the minimum requirements of the position, and compile any information or documents necessary for the application. Complete and submit your application along with supporting documents such as resume and cover letter. It is important that your application is complete and thorough. Please include all requested information including education, certifications, and relevant experience.

Be advised that, while you may submit a resume with your application, resumes will not be accepted in lieu of an application. Incomplete applications will likely be rejected.

SELECTION PROCESS

Human Resources administers the Agency’s recruitment procedures to ensure a fair and unbiased selection. Applications may be removed from the process if they are incomplete or where the applicant does not meet the minimum qualifications. Accepted applicants will interview before an unbiased, multiparty interview and scoring panel. Interviewed applicants will be scored on areas such as education, experience, demonstrated qualifications, communication skills, and interview presentation, among others. While seniority is considered, the Agency will choose the best qualified candidate regardless of time at the Agency. The Agency strives to fill each position with the most qualified candidate.

RECRUITMENT STATUS

Applicants will be provided notification electronically to the email provided in the application. To check the status of a submitted job application and to track the recruitment process, log in to governmentjobs.com by clicking the “Applicant Login” button on the Agency’s Job Opportunities page. Once you sign in, you will be directed to your Applications page where you can view the status of Submitted (and Incomplete) applications.

EQUAL OPPORTUNITY EMPLOYER

The Agency selects applicants on the basis of applicant qualifications and prohibits unlawful discrimination based on race, color, sex, sexual orientation, gender identity or expression, religious or political affiliation, creed, citizenship status, military service status, marital status, pregnancy, age (over 40), national origin, ancestry, medical condition, physical or mental disability, or any other basis protected by federal, state or local laws.

REASONABLE ACCOMMODATION OF DISABILITIES

The Agency will make reasonable accommodations for disabilities, both in the application process and in the performance of the job. Any applicant who requires an accommodation in the application process should contact Human Resources for assistance.

Questions or concerns related to the Agency’s Equal Opportunity Employer policy or any request for reasonable accommodation should be directed to Human Resources at (661) 297-1600.