Senior Customer Care Specialist

Senior Customer Care Specialist

Are you a customer-service expert who thrives on solving complex issues and elevating the customer experience?

As a Senior Customer Care Specialist, you serve as the primary operator and steward of the City's core utility billing processes. Your main responsibility is to run and manage critical billing functions for water, sewer, electric, reclaimed water, and other utility services. This includes generating utility bills, processing collections, administering shut-offs and penalties, handling broken payment arrangements, and ensuring accurate rate changes and account updates. You will also create and maintain accounts for new development, process temporary construction meter billing, and produce operational and audit reports essential to utility operations. In this role, you will review account data, identify and correct billing discrepancies, process delinquency actions, and support the City's compliance with collections, bankruptcy procedures, and established billing policies. You will also help maintain billing system codes, tables, and templates to ensure accurate and efficient processing. While you provide guidance to Customer Care Representatives as needed, your primary focus is on owning and executing these high-volume, high-impact billing and revenue processes that keep Utility Customer Care operations running smoothly. This position is ideal for someone who excels in detailed, process-driven work; enjoys working with data, system functions, and complex account scenarios; and wants to contribute to the accuracy, reliability, and financial integrity of the City's utility services.

EDUCATION & 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:

• Graduation from high school or G.E.D. equivalent.
• Three (3) years of increasingly responsible office administrative support or secretarial experience.

The Utilities Department is dedicated to providing high-quality water, reclaimed water, sewer, and electric services to the community. With a strong commitment to public health and environmental sustainability, the department ensures reliable infrastructure and innovative solutions for water efficiency. Residents benefit from customer-focused programs, including rebate initiatives and conservation efforts designed to enhance resource management. Whether it's maintaining water quality or powering homes, the department plays a vital role in supporting the city's growth and well-being.

APPLICATION PROCESS Applications will be accepted until Tuesday, June 30, 2026, at 5:00PM. Applicants are encouraged to apply early as the recruitment may close at any time without notice. The selection process will consist of a review and evaluation of all applicants' qualifications. Those applicants deemed to possess the most desirable qualifications will be invited to the next step, which will be an assessment. The following step will be an oral interview. The top scoring candidates from the assessment and oral interview will be placed on an eligibility list from which the department may hire. The eligibility list established from this recruitment may also be used to fill the current and/or additional vacancies throughout the City. The successful candidate will be required to undergo a reference / background check including livescan and pass a pre-employment medical examination (which will include a drug/alcohol screening).

The City of Corona, located in Riverside County, California, encompasses approximately 40 square miles and has a vibrant, culturally diverse population of approximately 170,000 residents. Residents of Corona enjoy a variety of cultural, recreational, and educational opportunities that provide a first-rate quality of life for its residents and visitors. Within an hour's travel time, outdoor enthusiasts can enjoy winter activities such as snowboarding and skiing and summer activities including surfing, boating, or simply relaxing on world class beaches. Corona's economy is strong and getting stronger; more than 84,000 people work here. Our retail, commercial, and housing areas are expanding, and office development continues to be strong.

The City of Corona is a General Law city operating under a Council-Manager form of government. Policy making and legislative authority is vested in the City Council, consisting of a Mayor and four Council Members. Members of the City Council are elected by District to a four-year term. The Mayor is selected by the Council and serves as the presiding officer for one year. The City is organized into the following departments/organizational units: Community Services, City Manager's Office, Economic Development, Finance, Fire, Human Resources, Information Technology, Legal and Risk Management, Police, Planning & Development, Public Works, and Utilities. Oversight of these departments is divided between the City Manager and an Assistant City Manager. The City's total operating budget for Fiscal Year 2026 is $422.7 million with a General Fund operating budget of $231.3 million. Corona enjoys a workforce of 935 dedicated employees who provide high-quality services to its residents and visitors each day.