Customer Service Representative

Class Characteristics
Under general supervision, performs a wide variety of routine to complex customer service functions including providing information, researching problems, performing collection and credit arrangements, by telephone and in person, cash handling, data entry, reviews usage reports to identify patterns of high usage; record keeping and receptionist duties; provides clerical and administrative support to District departments as needed; and performs related duties as assigned.

Essential Duties

• Management reserves the right to add, modify, change, or rescind the work assignments of different positions, and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.
• Responds to customer inquiries and complaints received in person, by telephone, and via e-mail, and provides information regarding water consumption, or billing issues; provides for the resolution of unusual billing and customer cost situations by conducting appropriate research; provides assistance to the front counter; and represents the District to callers and visitors in a professional and customer friendly manner.
• Performs the full range of customer service duties including opening and closing accounts, providing and receiving account information, researching account detail, and processing payments; resolves issues and problems regarding the processing of orders and delinquent accounts; generates shut-off list; assists walk in customers with billing questions and making payment arrangement.
• Researches and posts rejected payments; approves or negotiates payment and credit arrangements; adjusts credit arrangements when warranted; initiates balance transfers to new accounts and customer refund payments; calculates and processes billing adjustments; processes manual adjustments and credits to customer accounts; updates billing system database on account problems and resolution.
• Performs cashier duties accepting cash and credit payments over the phone, in person, and online, issuing receipts of payment, balancing accounts, and preparing deposits; posts payments received via after hours “night-drop” along with other incoming specialty payments received; performs bank reconciliations; balances cash drawer at the end of the day.
• Assists customers regarding billing questions, water leaks, start/stop services, water quality, backflow and meter reading software issues.
• Assists field staff in dealing with difficult customer situations; reviews daily turn-off accounts for payments received or approved credit arrangements and pulls turn-off notices when warranted; reviews account record history to approve customer credit arrangements through field representatives; set up at-the-source turn offs; prepares field service orders for follow-up on problem accounts and corrects problem account record.
• Processes utility billing including reviewing, editing, and importing/exporting billing data from computerized meter reading devices; coordinates requests for re-reads and processes billing information for bill printing and distribution.
• Performs multi-line telephone operation and receptionist duties; receives and routes incoming calls and greets walk-in visitors; responds to e-mail inquiries; refers inquiries to the appropriate department and takes messages as needed; perform lobby opening/closing procedures; sorts and distributes District mail.
• Enters and retrieves information and data using standard word processing and spreadsheet software, as well as accounting, financial, and other related electronic information systems.
• Follows established District policies and procedures including when providing information regarding quotes, rates, deposits, fines, and charges.
• Collects fees for new meter connections and provide manual receipts.
• Ages accounts, applies delinquent charges, and prepares all customer delinquent notifications; prepares, submits, and monitors delinquent customer accounts subject to collection and lien processes; creates closed accounts billings; and processes customer refunds on closed accounts.
• Assists customers with general automated metering system and water conservation inquiries, in person or by telephone.
• Enters meter installation and meter exchange information received from Engineering and Operations & Maintenance into utility billing systems; processes services orders; verifies and confirms information for accuracy and relevance.
• Performs accounts receivable functions, including; researching cost information, creating and mailing invoices and associated communications, tracking payment status, recording payments and applying to correct accounts.
• Prepares, composes, and processes routine correspondence, types reports, and other confidential material; provides basic administrative and clerical support to other departments as needed.
• Creates, types, formats, edits, revises, proofreads, tracks, and prints a variety of narrative, statistical, and technical documents, reports, surveys, correspondence, memoranda, agendas, resolutions, policies and other documents and materials ranging from routine to complex; types from rough notes, drafts, and brief oral instructions; researches data and compiles information for use in special projects; summarizes information and prepares correspondence; creates and maintains files; creates standard statistical spreadsheets; designs and revises forms, charts, and graphs.
• Develops, maintains, archives, and disposes of a variety of files and records in accordance with District records retention schedules; maintains manuals and updates resource materials.
• Performs related duties as assigned.

Qualifications

Knowledge of:

• Practices and procedures related to accounting for receipts and the maintenance of customer accounts.
• Codes, regulations, policies, and procedures related to District and department operations.
• Business arithmetic and basic statistical techniques.
• Basic business letter writing and the standard format for reports and correspondence.
• Record keeping principles and procedures.
• District water rules and regulations in assigned areas of responsibility.
• General water conservation theory and practices.
• Meter service operations as they relate to customer service.
• Characteristics of the District’s customer base and usage patterns, including typical causes for high consumption.
• Methods, practices and processes for billing, collections and credit.
• Cash handling techniques.
• Methods and techniques of reconciling and balancing payments.
• Laws and regulations governing collections processes.
• Receptionist duties and responsibilities.
• Office administration practices and procedures.
• Methods and techniques of generating reports and preparing business communication.
• Techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors, and District staff.
• The structure and content of the English language, including the meaning and spelling of words, rules of composition, and grammar.
• Modern equipment and communication tools used for business functions and program, project, and task coordination, including computers and software programs relevant to work performed.

Ability to:

• Perform a diverse range of office clerical and administrative support tasks.
• Receive, process, and route business documents in assigned areas of responsibility.
• Generate, compose, and/or process reports, letters, forms, and related documents.
• Analyze office operations and technical problems; evaluate alternatives and recommend solutions.
• Define issues, analyze customer problems, evaluate alternatives and develop sound conclusions and recommendations.
• Receive, process and balance customer payments.
• Determine payment plan options for customers.
• Review usage reports and identify consumption patterns.
• Research and resolve customer issues and/or refer to higher level staff.
• Prepare clear, accurate and concise correspondence, records and reports.
• Maintain sensitive and confidential information.
• Make thorough and accurate arithmetic, financial, and statistical computations.
• Enter and retrieve data from a computer with sufficient speed and accuracy to perform assigned work.
• Establish and maintain a variety of filing, record-keeping, and tracking systems.
• Understand and follow oral and written instructions.
• Understand, interpret, and apply all pertinent laws, codes, regulations, policies and procedures, and standards relevant to work performed.
• Independently organize work, set priorities, meet critical deadlines, and follow-up on assignments.
• Use tact, initiative, prudence, and independent judgment within general policy, procedural, and legal guidelines.
• Effectively use computer systems, software applications relevant to work performed, and modern business equipment to perform a variety of work tasks.
• Communicate clearly and concisely, both orally and in writing, using appropriate English grammar and syntax.
• Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

Education and Experience
Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying.   A typical way to obtain the required qualifications would be:

Education:
Equivalent to completion of the twelfth (12th) grade, supplemented by specialized training in general office procedures, bookkeeping, or a related field.

Experience:

One (1) year of customer service program experience, preferably in a public utility.

Licenses and Certifications:

Possession of, or ability to obtain, a valid California driver’s license by time of appointment.