Customer Service Representative

  • Office and Administrative Support
  • Santee, CA
  • October 9, 2022

Website Padre Dam Municipal Water District Padre Dam Municipal Water District

Padre Dam Municipal Water District

Padre Dam MWD is looking for a individual with an outgoing personality to work on the District’s Customer Service Team.

Customer Service Reps (CSR’s) play a critical role in providing an interface between the customer and the District and present themselves in a welcoming and professional manner.  CSR’s possess the skills required to communicate clearly and professionally, both verbally and in writing. They are able to convey, educate, demonstrate and discuss various topics with internal and external customers. CSR’s have a highly developed sense of integrity, commitment to customer satisfaction and listening skills. They possess a passion for excellence with respect to customer care. The CSR demonstrates a strong work ethic and is a team player. The CSR has a strong attention to detail and computer skills that transfer to all financial and technical interfaces used. CSR’s have a high level of accuracy and the skills required to work with invoicing, accounting, payments and delinquent customer accounts while respecting the confidentiality of sensitive information. Duties might include:  utilizing Padre Dam’s computer billing system to calculate and produce potable water/recycled water/wastewater billing statements; handling a large volume of incoming customer calls with follow-up via phone call, email or written correspondence, establishing new accounts, entering new services and comments; and posting payments, creating and processing computer queries for customer and statistical reporting;  directly troubleshooting customer issues  by researching and resolving problems; explaining, educating and enforcing Padre Dam’s policies and regulations; use MS Office Suite on a daily basis for scheduling and preparing a variety of correspondence and documents;  implementing Padre Dam security procedures relating to visits with the Administration building; and other duties as required.

Essential Duties:
Assists customers either by phone, in person, by mail or e-mail regarding questions and problems related to their account(s)   including leaks, services, billing, and field service requests. Researches and resolves customer and District problems.  Explains, educates, and enforces Padre Dam policy and procedures.
Answers phones, greet visitors, handles vendor pick-ups and deliveries, direct inquiries to appropriate staff/locations, and process all Administration Building payments through cash register.
Performs billing activities including  data entry, running  computer programs, analyzing  reports, researching and correcting accounts; contacting customers; calculating and reviewing charges; preparing and transferring  electronic file for bill creation; and resolving related billing problems.
Collects receivables and deposits by processing incoming payments,  enter  data into computerized billing system; ;   and balance  daily payments and  receipts;
Process returned payments.
Process lien and monitor tax assessment activity;
Balance weekly billing receivables and deposits and quarterly capacity/installation liability accounts.
Processes incoming, outgoing and interoffice mail; prepares and runs computer programs to create, print,  mail, and/or email informational packets.
Prepares a variety of forms and documents such as correspondence, notices, schedules, service information and reports using MS Office Suite, spreadsheets and custom software and maintains customer and District files and/or records ensuring complete and accurate information is provided.
Determines, creates and maintains department calendar in relation to workload assignments, personnel schedule and department coverage
Reviews, researches and responds to formally appealed charges using judgment to determine appropriate level of adjustment(s).
Performs other duties of a similar nature or level.

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