Customer Service Representative I.II

APPLY NOW FOR IMMEDIATE CONSIDERATION
Applications received after Sunday, June 25, 2023, will only be considered if position has not been filled.

At HELIX WATER DISTRICT, La Mesa, CA (located in East San Diego County), we pride ourselves in customer focus, open communication and teamwork. We value excellent service and those who provide it by listening, anticipating and adapting. This is your opportunity to join our high-performing team as a full-time Customer Service Representative I/II. Along with an excellent benefits package and optional 9/80 flex schedule, Helix offers a unique culture that fosters an atmosphere of team spirit and encourages personal and professional growth.

Benefits Package Includes:

Health:  Medical, dental and vision insurance with employee-only portion 100% paid
Retirement:  Enrollment in the California Public Employees Retirement System (CalPERS)
Paid Leave:  Paid Time Off accrual starting at 24 days (192 hours) per year; increases to 29 days (232 hours) after 5 years of service
Holidays:  Twelve paid holidays per year, including 2 floating holidays
Deferred Compensation:  Up to $2,500 matching on 457 plan (up to $3,500 effective July 1, 2023)
Education Reimbursement:  Up to $4,000 annually for qualifying coursework after one year of employment

Customer Service Representative I: $27.41 – $34.98/hourly
Customer Service Representative II: $31.73 – $40.50/hourly

Scheduled Pay Increases for Full-Time Classifications:

• July 1, 2023:  6% increase (2% salary adjustment + 4% cost-of-living adjustment)
• July 1, 2024:  2% salary adjustment + 2 – 4% cost-of-living adjustment
• July 1, 2025:  2 – 4% cost-of-living adjustment

The Customer Service Representative position 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 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.

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.

For a full job description, please visit our Careers page at https://www.hwd.com/Careers.

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 https://www.hwd.com/Careers.  Resumes are not accepted in lieu of the online application.

Applications received after Sunday, June 25, 2023, will only be considered if position has not been filled.