Customer Service Representative I/II

Applications will be accepted until August 31, 2026 or until a maximum of 80 applications are received, whichever happens first.

DEFINITION

Under direct supervision, provides a variety of routine customer service and office support for assigned Customer Service functions; responds to public and customer inquiries, both in person, over the telephone, and via e-mail; receives customer payments; prepares and maintains customer account records; performs related duties as required.

CLASS CHARACTERISTICS

Customer Service Representative I is the entry level class for the Customer Service Representative series.  Initially under close supervision, incumbents learn and perform office and customer service duties in compliance with District policies and procedures.  
Customer Service Representative II is the journey level class of this series, fully capable of performing a variety of customer service and office support duties.  All positions are characterized by the presence of clear guidelines from which to make decisions and the availability of supervision in non-routine circumstances.   

SUPERVISION EXERCISED AND RECEIVED

This classification is directly supervised by the Customer Services Supervisor.  It does not supervise any staff but journey level Customer Service Representatives may train less experienced staff.

Essential functions include, but are not limited to, the following:

• Provides customer service and information to the public and District staff regarding water and wastewater services, including interpretation of District policies, procedures, rules, and regulations; reviews, routes, and responds to inquiries, complaints, and service requests by telephone, email, and in person, and coordinates resolution with appropriate departments; 
• Processes utility billing inquiries and customer account transactions, including service applications, service initiation and cancellation, payments, charges, returned checks, meter lock scheduling, online payment assistance, and related account maintenance within the utility billing system documents customer communication & transactions; 
• Receives, processes, and balances customer payments and other District monies; performs cashiering duties, balances cash drawer, and prepares bank deposits; 
• Performs receptionist, district operator, records management, and general administrative support duties; maintains reports, correspondence, records, and files and reviews documents for accuracy, completeness, and compliance with District policies and procedures;
• Operates copiers, office equipment, and computer software & programs required for the work;
• Performs duties in a timely and professional manner and works well with others or in a team setting; establishes and maintains cooperative working relationships;
• Regular attendance and adherence to prescribed work schedule to conduct job responsibilities; may be called upon to respond to emergency operations as a disaster service worker and support Emergency Operations Center activities;
• Observes safe work practices and safety methods; performs other duties as assigned.

Ideal Candidate Traits

• Demonstrated reliable attendance in work history;
• Clear communication skills to relay policies and procedures to public; strong business English skills;
• Ability to apply policies and procedures without direct oversight;
• Technical skills related to standard office software, such as phone systems, Microsoft Excel, Outlook, and Word;
• Adapts and responds quickly to changes in department priorities.

Knowledge, Skills, and Abilities

Knowledge of:

• Customer service techniques, including face-to-face, telephone, and e-mail;
• Correct business English usage, including spelling, grammar, punctuation, and vocabulary;
• Basic business data processing principles and the use of computer software and hardware;
• Business arithmetic including percentages and decimals;
• Office practices and procedures including filing and the operation of standard office equipment; 
• Policies and procedures related to billing and customer service.

Ability to:

• Communicate effectively with a variety of personnel and establish/maintain effective working relationships with fellow employees and the public;
• Communicate clearly and concisely, both orally and in writing; write reports and keep accurate records;
• Explain and apply policies and procedures; understand and follow verbal and written directions; reliably and consistently attend work;
• Accurately count, record, and balance cash transactions and other monies received; perform mathematical computations;
• Operate a computer and use a variety of computer software; type correspondence and forms; enter data for computer processing with speed and accuracy;
• Operate a calculator and other common office machines;
• Resolve customer service problems effectively and tactfully, occasionally in strained situations; 
• Use initiative and sound independent judgment within established guidelines.

Education & Experience

Any combination of education or experience that would likely provide the necessary knowledge and abilities is qualifying.  A typical way to obtain the knowledge and abilities would be: high school graduation or equivalent and;

• Customer Service Representative I: One year experience in customer service, which included explaining policies and procedures to the public;
• Customer Service Representative II: three years of customer service related to customer accounts and explaining complex policies and procedures;

Licenses, Certificates, and Special Requirements

• English/Spanish bilingual highly preferred;
• None required; however, position-related certificates and licenses will be noted.

PHYSICAL DEMANDS AND WORK ENVIRONMENT 

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.   Employees may be required to wear and/or use personal protective and other safety equipment.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit; talk or hear; use hands and fingers to grasp and feel objects, tools, or controls; and reach with hands and arms.   The employee is occasionally required to walk.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision and the ability to adjust focus.  

Environment: Office environment.  Frequently works in or around areas with minor amounts of dust.   Some work done on ladders up to 4 feet above ground.  Noise level is usually quiet.