Customer Service Representatives

  • Mission Support Positions
  • La Mesa, CA
  • Salary: $26.35 - $38.94 hourly

Website Helix Water District

OPEN UNTIL FILLED:  Any applications received after 5 p.m. on Monday, November 1, 2021, will only be considered if the positions are not filled.

HELIX WATER DISTRICT, La Mesa, CA (located in East San Diego County) is seeking Customer Service Representatives to join our team.  Here at Helix, we value employee safety, development and leadership demonstrated by employees who, by example, set standards, inspire coworkers and serve as role models in supporting the vision and mission of the district.  If you share these values, we would love to have you join our team!

Customer Service Representative is a non-exempt, entry- to journey-level customer service and support class. Under general direction, performs a variety of routine to complex customer service functions including providing information, researching problems, performing collections and making credit arrangements, by telephone, email or  in person; provides communications support and assists customers with emergency problems and conditions; handles a high volume of telephone, email and in person customer interactions involving a wide range of service, billing and other issues, often in emergency circumstances or with customers who are upset or distressed; and performs related duties as assigned.

Customer Service Representative I: $4,568 – $5,830/monthly
Customer Service Representative II: $5,288 – $6,749/monthly

Customer Service Representative I is the entry-level class and is flexibly staffed with the journey-level Customer Service Representative II class. Typically, proficiency criteria for advancement to the Customer Service Representative II level are met within 24 to 36 months, after additional skills and abilities obtained to perform the duties of a Customer Service Representative II level are consistently and competently demonstrated.

 

OVERVIEW OF RESPONSIBILITIES:

Responds to customer requests in person, by telephone, email, mail or fax to initiate, update or terminate residential, commercial and temporary construction water service accounts; explains billing practices and rates; initiates and processes service turn-on or turn-off requests, accounts and field work orders.

Documents account information in the billing system, posts payments to water service accounts, processes auto pay applications and provides instructions on how to establish auto pay online.

Assists customers with the use of available online and telephone payment services.

Answers questions by telephone, email and in person about utility bills; reviews consumption history; conducts research to answer customer inquiries; creates service orders for meter rereads and meter tests; reviews service order results; estimates and recommends billing adjustments; follows up with customers to provide information on actions taken.

Verifies payments and processes 48-hour notification door hangers for delivery; works with delinquent customers to establish payment arrangements to avoid shut-off; reverses late fees and delinquent processing charges within authority levels, when warranted by the circumstances.

Responds to and resolves customer account questions, problems and complaints; verifies customer account information by telephone, email, mail or fax; submits emergency and non-emergency requests for field service orders for meter repairs, investigation of water leaks and other problems.

Receives and processes work order requests for the installation of new laterals, services and meters; verifies that applications are complete; documents and tracks capacity fees; prepares field work order requests, applying instructions from the engineering department; helps to resolve discrepancies between the field and owner descriptions of meter/service installation locations; sets up planning files for new developments and installation of fire sprinkler systems, ensures maps, parcel information and other requirements have been met; assigns account and sequence numbers and records installed meter numbers.

Reviews read anomalies and takes appropriate follow-up action to resolve discrepancies and exceptions.

Answers a switchboard and directs calls to district staff and crews; receives customer walk-in payments, dispenses and receives cash, administers and manages petty cash transactions and maintains a cash drawer; answers a broad range of general information questions about district programs, operations, rules and procedures; uses a two-way radio and/or phone to contact field crews and personnel; provides communications support to field personnel in emergency situations.

Refers to GIS for meter locations, water pressure, location, type and size of water mains and for other related information.

Receives and processes underground service alert tickets, including verifying proposed work is within district boundaries and scheduling all utility meets for the district’s facilities locator.

Notifies fire agencies of out-of-service fire hydrants, fire services, new installations and changes in sizes and locations.

Performs emergency/non-emergency shutdown notifications utilizing GIS shutdown manager.

Participates in cross-training and provides back-up to other department staff.

 

QUALIFICATIONS:

Ideal candidates will have a minimum of one year of customer service experience, preferable in a public utility setting.  Candidates must be professional, friendly, motivated and enthusiastic individuals with excellent communication skills.  Candidates must be able to perform 10-key by touch.  Candidates will have training and experience substantially equivalent to graduation from high school or GED equivalent.

A valid Class C California driver’s license and the ability to maintain insurability under the district’s vehicle insurance policy.

 

APPLICATION PROCESS:

To be considered for the Customer Service Representative I.II, please complete the online application and supplemental questionnaire and view a complete list of job responsibilities by visiting our career section at hwd.com/careers/.  Resumes are not accepted in lieu of the online application.

To apply for this job please visit www.governmentjobs.com.