• Responds to customer inquiries and complaints by conducting the appropriate research and reconciliation, in person, in writing or by telephone regarding account status, account balance, rate schedules, payment arrangements, District policies, conservation programs, and State mandated water regulations. 
• Receives incoming telephone calls via a call center. 
• Receives and processes customer payments in person, over the telephone or by mail; balances and reconciles cash, check and credit card transaction receipts. 
• Establishes new customer accounts; collects personal and confidential customer information; collects necessary charges and secures required documents regarding customer property descriptions and ownership. 
• Processes various customer service related requests including orders for new service or the disconnection or reconnection of service; processes emergency work orders for the dispatching of District field staff. 
• Assists with the reconciliation of delinquent accounts or impending disconnection of service due to non-payment. 
• Provides technical support to customers in regards to available online service portals. 
• Processes incoming and outgoing mail and calculates appropriate metered postage. 
• Maintains filing systems for customer accounts and service connections and pertinent customer account information or data. 
• Operates standard office equipment, including job-related computer hardware and software applications.
• May on occasion provide support to Customer Service Representative II staff with daily tasks.
• Perform related duties and responsibilities as required.

• Basic practices and procedures related to record keeping as they pertain to cash receipts, account reconciliations and the maintenance of records. 
• Principles, theories and practices for providing a high level of professional, tactful, and courteous customer service to the public, vendors, contractors and District staff, in person and over the telephone.
• Basic business arithmetic.
• Basic business letter writing and the standard format for reports and correspondence.
• Standard office practices and procedures, including the use of standard office equipment, and record keeping related to the work.
• Basic computer skills related to the work, such as Microsoft Office, job-related operating systems, etc.
• Safety practices related to the work. 
• Effective communication skills. 

• Assist with the District’s commitment to public health.
• Respond to natural, manmade, or war-caused emergencies as a Disaster Service Worker, as outlined by California Government Code §3100-3109.
• Perform a variety of office support and technical activities of a general nature in support of the District’s customer service functions. 
• Work under steady pressure with frequent interruptions and a high degree of customer and public contact by phone or in person. 
• Respond to and effectively, tactfully, clearly, concisely, professionally and appropriately to inquires received from the public and peers in a timely and efficient manner.
• Maintain focus in high pressure situations in order to make sound decisions.
• Balance cash receipts and maintain accurate financial records.
• Perform mathematical calculations accurately and quickly.
• Enter and retrieve data from a computer with sufficient speed and accuracy.
• Interpret, apply and accurately explain policies, procedures, rules and regulations, and rate structures.
• Maintain detailed and accurate records.
• Organize own work and set priorities to meet established deadlines.
• Efficiently operate office equipment and proficiently use Microsoft Office applications. Effectively communicate in person, over the telephone, and in writing.
• Establish and maintain effective working relationships with those contacted in the course of business.
• Represent the District to callers, visitors, and peers in a professional and customer-friendly manner.
• Follow policies and procedures related to assigned duties.

• Possession of a valid California Class C driver’s license with a satisfactory driving record may be required at the time of appointment.

A resume will not be accepted in lieu of a fully completed online application. Submitting an incomplete application or partial information may result in removal of your application from consideration in the examination process.  All applications will be reviewed for accuracy, completion, relevant experience, education, training and other job related qualifications. This is a regular, full-time bargaining unit position.

Note: The provisions of this bulletin do not constitute an expressed or implied contract. Any provision contained in this bulletin may be modified or revoked without notice.