Senior Customer Services Technician

Senior Customer Services Technician

The City of Poway is seeking a skilled Senior Customer Services Technician to support advanced utility billing and customer account functions for water and wastewater services. This role oversees the full billing cycle, resolves complex account and usage issues, handles escalated customer inquiries, prepares reports, and serves as the division's subject-matter expert on billing processes, system functionality, and data accuracy. Working under the Revenue and Operations Manager, the position provides technical guidance to staff, improves workflows, and ensures high-quality customer service. This is an excellent opportunity for a detail-oriented, analytical professional who enjoys solving problems, and being part of a supportive team that helps keep the city running smoothly. If this sounds like a great fit, we encourage you to apply today!

Performs advanced customer service and technical office support duties related to the establishment, maintenance, and correction of customer accounts for water and wastewater services. Handles complex or escalated customer inquiries involving billing, usage analysis, service rates, fees, and the interpretation of policies, procedures, and regulatory requirements. Conducts research to resolve discrepancies, coordinates with internal departments to address account or service issues, and prepares a variety of reports, correspondence, and records. Provides knowledgeable guidance and assistance to customer services staff on procedures and technical matters and supports the efficient operation of customer service functions including billing, payment processing, business registration, and regulatory licensing. Ensures accurate data entry and maintenance of customer information systems while delivering a high level of service to the public. Receives direct or general supervision from the Revenue and Operations Manager or assigned supervisor. Exercises no direct supervision over staff. May provide technical and functional direction to lower-level staff.

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.

• Responsible for the full utility billing cycle including meter read validation, bill generation, billing exception review, and reconciliation of billing data; identifies discrepancies and ensures timely and accurate issuance of utility bills.
• Performs advanced analytical work related to utility billing, revenue trends, consumption patterns, and account activity; prepares routine and ad-hoc reports to support decision-making within the division.
• Serves as the division's subject-matter expert for utility billing processes, software functionality, and billing codes; troubleshoots complex billing issues and recommends process improvements to Customer Service Specialist and Revenue and Operations Manager, when necessary.
• Reviews and audits customer accounts for accuracy of rates, meter reads, adjustments, and payment applications; research anomalies and resolve issues requiring higher-level judgment.
• Coordinates with field personnel to verify meter reads, investigate potential leaks, confirm service status, and resolve service-related billing concerns.
• Responds to escalated customer inquiries involving complex billing questions, consumption concerns, payment disputes, and account histories; communicates findings clearly and professionally.
• Monitors delinquent accounts and supports collection activities by reviewing account histories, validating charges, and recommending appropriate next steps within established guidelines.
• Assists in developing and refining billing procedures, workflows, and quality-control measures to improve accuracy, efficiency, and customer experience.
• Acts as a resource for training new and existing staff on billing processes, system updates, and analytical tools; provides feedback to management on training needs and process gaps.
• Serves as a backup to Customer Service Technicians during absences and assists with front-counter, phone, and payment-processing duties when required.
• Performs related duties as assigned.

Minimum Qualifications Any combination of the following education and experience which demonstrates the ability to perform the duties of this classification. Experience: Three years of increasingly responsible experience in customer service, maintaining financial and accounting records, and/or responsible office support. Education/Training: Equivalent to the completion of the 12th grade. College-level coursework from an accredited educational institution in accounting, finance, or a related field, preferred. Licenses and Certifications: A valid class C driver's license or the ability to arrange alternate and timely means of transportation in the performance of assigned duties.

A completed NeoGov application must be submitted through NeoGov for consideration by the application deadline. Application materials will not be accepted separate from NeoGov or after the deadline.

A fully completed application and responses to supplemental questions are required and part of the review and qualifying process. Questions must be answered completely; referencing your resume in lieu of answering a question will be cause for disqualification.

Applicants will be evaluated on the basis of relevant training and experience. The process may include interviews and/or performance tests. Successful candidates will be placed on the eligibility list established, which will be in effect for a period of up to six months. A background investigation including LIVESCAN fingerprinting and a verification of a valid driver's license and satisfactory driving record from the Department of Motor Vehicles are required. Applicants will be required to submit verification of the legal right to work in the United States. The City of Poway participates in E-Verify. All employees are required by law to sign a loyalty oath to the United States and the State of California Constitution at time of hire.

Notice: Benefits listed below assume full-time (2,080 hrs/yr) status. Benefits for positions considered less than full-time are pro-rated based upon hours and may differ from those indicated.

• Vacation - Annual paid vacation as follows: 0-4 years service = 96 hrs/yr; 5-9 years service = 120 hrs/yr; 10-14 years service = 144 hrs/yr; and 15+ years service = 168 hrs/yr. Prior Public Service Credit for vacation accruals may be granted for verifiable experience.
• Sick Leave - The City provides 96 hours each year of paid sick leave. There are sick leave incentive and conversion programs available to those who qualify.
• Holidays - The City observes 10 holidays each year. Additionally, employees shall be entitled to eighteen (18) benefit day hours each fiscal year. Benefit day hours will be prorated based upon an employee's hire date.
• Flexible Saving Account - These are IRS-approved plans, which enables you to have withheld from your paycheck an amount to cover eligible dependent care, and/or certain eligible medical expenses without being subject to federal income or social security tax on the income used to pay for these benefits. Employees can opt into either the Dependent care or medical expense accounts.
• Life Insurance - The City provides group term life insurance equal to 1 1/2 times annual salary to a maximum of $350,000. Supplemental life insurance for employees and family members is available by payroll deduction at reasonable group rates and is portable.
• Short & Long Term Disability - The City provides short-term disability insurance equal to 66 2/3% of your income (up to $2,516) after a 7-day waiting period if totally disabled due to illness or injury. The City provides long-term disability insurance equal to 66 2/3% of your income (up to $10,900) after a 90-day elimination period if totally disabled due to illness or injury.
• Retirement - Benefits are provided by the California Public Employees Retirement System (CalPERS). Classic CalPERS members - 2% @ 60 formula with employees contributing 8% of regular salary. Beginning the first full pay period in July 2024, employees considered "classic" members will contribute an additional 1%. The total employee contribution will be 9%. New CalPERS members - 2% @ 62 formula with employees contributing 50% of the total normal cost; 50% of the total normal cost is currently 7.75%. Beginning the first full pay period in July 2024, employees considered "classic" members will contribute an additional 1%. The total employee contribution will be 9%. The City participates in Medicare, but does not participate in Social Security.
• Health Insurance - Poway provides employer-paid group medical and dental insurance for the employee. For medical plans, the City contributes 100% of the cost for employees enrolled in either the Kaiser or CIGNA HMO plans and 60% of the cost for dependent coverage for both HMO plans. The City also has a CIGNA PPO option, and the City covers the premium costs for employees enrolled in the CIGNA PPO equivalent to what the City covers for employees enrolled in the CIGNA HMO, at every coverage level. For dental plans, employees have a choice between an HMO and PPO plan. Family vision insurance is provided at no cost to the employee. An IRS Section 125 plan (Flexible Spending Account) for reimbursement of medical and dependent care expenses is also available.
• Deferred Compensation Plan - Participation in a 457 deferred compensation plan is available to all regular employees and is voluntary with a matching City contribution of up to $90