Customer Service Representative (Office) I/II

Job Title

Perform customer service related work including billing, identify and process delinquent accounts, cashiering, resolve customer account issues, handle extensive customer contact by telephone and in person, and maintain various complex records for the Customer Service section of the Sweetwater Authority (Authority) Administrative Services Department.

Examples of Duties/Responsibilities

Process water service applications for existing water services for residential, business, fire, construction, multi-family, irrigation and public agency accounts.

Select, review, and process billing statements, reminder notices, final disconnection notices and closing bills.

Serve as a cashier, balance payments, prepare receipts for other departments, prepare cash reports, make deposits, update cash, and maintain daily cash totals for the Authority's Accounting staff.

Respond to customer inquiries and complaints such as high bill investigations, rates, and other concerns.

Compose routine correspondence, letters, and memoranda.

Answer customer inquiries in person or via telephone by using knowledge of applicable rate and rule schedules and current records.

Upload and post online/phone payments and various lockbox payments.

Process the weekly auto pay file.

Process payment plans/extensions for customer billing.

Upload and send files for billing and account purposes.

Maintain records for over reads, under reads, questionable billings and meter exchanges.

Maintain records on payment agreements and past due accounts, and select and process delinquent accounts to generate discontinuance and follow up lists for accounts that have unpaid balances.

Finalize accounts for collection process.

Enter adjustments and post bad debt/reclaim payments reported by the collection agency.

Serve as a telephone receptionist with the ability to do the following: Monitor and direct calls in an efficient and courteous manner, greet the public tactfully, direct the visiting public to the proper host and location.

Sort, code, post, and file correspondence, forms, documents and other information.

Process returned mail, returned checks, and various general corrections.

Enter adjustments to alter the balance of a customer's water account for returned payments, transferring balances, adding and waiving fees and other various reasons.

Establish and maintain effective working relationships with co-workers, customers, vendors, Board members, and the public.

Performs other duties of a similar nature or level.

Typical Qualifications

Knowledge of modern office procedures and practices, equipment, and clerical techniques. Computer programs and software, such as Microsoft Office. Effective verbal and listening communication skills. Telephone consoles and telephone courtesy. Authority and Customer Service policies and procedures. Office equipment, record keeping principles and practices, and filing system. Time management skills. Proper English usage, spelling, grammar, and punctuation.

Ability to assemble and organize data and answer inquiries from such records. Learn to review and calculate water bills with speed and accuracy. Deal with the public tactfully. Learn the Authority's Rates and Rules and Supplement. Build sustainable relationships of trust with our customers through open and interactive communication. Take the initiative to engage customers; identify and assess customers' need to achieve satisfaction. Address customer's concerns and complaints by providing appropriate solutions and alternatives and follow up to ensure resolution. Follow oral and written instructions. Operate various kinds of office machines and equipment with accuracy. Communicate clearly and concisely, both orally and in writing. Keyboard proficiently. Use interpersonal skills effectively as applied to interaction with coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to receive work direction.

Education/Training/Experience (positions in this class typically require): Any combination equivalent to education and experience that could likely provide the required knowledge and abilities would be qualifying. A typical way to provide the knowledge and abilities would be: Equivalent to completion of the twelfth grade preferably supplemented by courses in business practices, keyboarding, bookkeeping and computer literacy. Two (2) years of related experience, which includes at least one (1) year of experience performing customer service responsibilities; or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.

Licenses/Certifications Required Conditions of Employment: Possess and maintain a valid California Class C Driver License. Maintain an acceptable, safe, and active driving record, together with proof of insurability.

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the following essential functions: Hear normal conversation in person and on the telephone. Mobility of arms to reach, and the dexterity of hands to grasp and manipulate small objects and to write legibly. Visual ability (which may be corrected) to read small print and video messages, including good peripheral vision and depth perception. Speak in a normal voice; able to be heard and understood on the telephone, in person, and to communicate clearly and concisely, both orally and in writing. Sit or stand for prolonged periods of time. Mobility to stand, stoop and bend. Use office equipment such as personal computers, copiers and fax machines. Operate standard passenger vehicles. Lift, carry, push or pull up to twenty-five (25) pounds. Keyboarding for extended periods of time. Fingering, grasping, talking, hearing, seeing, and repetitive motions.

Working Hours: Flex Schedule: Monday through Thursday 7:30 AM 5:30 PM (9/80); Friday 8:00 AM - 5:00 PM, and every other Friday off or, as assigned by the supervisor.

Other Conditions: It is important that incumbents in this position maintain a professional and businesslike image to the public at all times: A neat, clean, and pressed appearance in clothing, hair, and personal hygiene is important every day. Good judgment is expected in determining proper dress and appearance. All facial hair must be kept neat and trimmed.

Benefits

Health insurance: Option of Cigna HMO's or Kaiser HMO for all full time employees and their dependents; employees share in a portion of the cost, not to exceed $35 per pay period.

Vision, dental, and orthodontic insurance: Premiums 100% paid by the Authority for employees and dependents.

Life insurance: Premiums 100% paid by the Authority for the employee. Optional dependent life insurance is offered at the employee's expense.

Retirement: Membership in California Public Employees' Retirement System (CalPERS) with the retirement formula of 2.5% @ 55 for existing "classic" members and 2% @ 62 for "new" members.

The Authority will contribute the equivalence of 24 hours of the employee's hourly rate into PARS 401(a) each fiscal year.

Deferred compensation: Authority-matched employee contributions to a qualified 457 (Lincoln, National, and CalPERS) plan up to $1,300 made to the employee's 401(a) (PARS) plan.

Paid Time Off (PTO): PTO is provided in lieu of traditional vacation and sick leave benefits. PTO is accrued based on years of service, beginning at 18 work days per year up to a maximum of 35 days.

48 hours of "floating" holidays to use each year.

Retiree Healthcare: At age 55 with 15 years of service the Authority pays $700/month. The amount the Authority pays is prorated for 10-15 years of service. Employees who retire between ages 50-54 with 10 or more years of service will receive 50% of the benefit amount. Payments cease after 10 years or upon reaching Medicare-eligible age.

Additional benefits include tuition reimbursement, an Employee Assistance Program (EAP) and more.