CUSTOMER SERVICE REPRESENTATIVE III

Salary : $65,190.84 - $89,866.14 Annually
Location : Burbank, CA
Job Type: Full-Time
Job Number: 260248B1
Department: Burbank Water & Power
Division: BWP- Customer Services
Opening Date: 09/18/2026
Closing Date: 10/16/2026 5:00 PM Pacific

Tentative examination dates for this recruitment:
Week of 11/02/26 - Blind application and supplemental scoring
Week of 11/16/26 - Oral interview

Dates may change due to unforeseen circumstances. Candidates who pass each phase of the recruitment process will be notified of the official examination dates.

Under direction, to serve as a lead Customer Service Representative for the Customer Service & Marketing Division of Burbank Water and Power; to perform a variety of complex customer service duties; and perform related work as required.
Essential Functions
Serves as a lead to other Customer Service Representatives in a customer care section including: billing, call center, cashiering, credit, collection, marketing, and field services; manages customer interactions in person, via e-mail, fax, and telephone; resolves complicated and escalated customer inquiries; addresses customer concerns regarding their municipal services account, billing, programs, and City services; calculates and processes adjustments and corrections to customer accounts; understands system dependencies and relationships to determine cause and effect of issues; accesses various databases and software applications to resolve customer service, billing, and payment issues; accepts bill payments and issues receipts; makes appropriate payment extensions; accepts and prepares applications for utility services; handles cash, balances a cash drawer, and prepares deposit slips of cash and checks; coordinates with other departments for delivery of service; responsible for complex and confidential clerical functions requiring discretion and specialized knowledge; recommends procedural changes for operational improvements; reviews and edits outgoing materials for clarity, correct spelling, punctuation and grammar, proper form, and completeness; explains billing rates and difficult procedures; interprets internal regulations; promotes City programs and services; may supervise, train, and evaluate employees; performs functions of Customer Service Representative I and II.
Minimum Qualifications
Employment Standards:

Knowledge of cash accounting procedures; principles of billing, credit, and collection; basic principles of customer service and utility services; basic research methods and analytical techniques; basic arithmetic; methods of receiving and accounting for payments; good customer relations practices; proper English usage, spelling, grammar, and punctuation in order to effectively perform the essential functions of this classification (this is not a language restriction as defined in California Government Code Section 12951).

Skill in planning and organizing; accuracy and integrity in handling cash; handling conflict effectively; assisting customers with tact and empathy; and prioritizing multiple tasks; utilizing computers and related software.

Ability to lead and train others; work with frequent interruptions; organize and maintain record keeping systems; understand, interpret and explain a wide variety of oral and written technical procedures and policies; perform assigned office tasks; read and record figures accurately; make calculations rapidly and accurately; understand and explain utility rates; understand and carry out oral and written directions; conduct basic research and data analysis; perform basic mathematical computations; maintain confidentiality; communicate effectively, both orally and in writing; keep financial and statistical records; count cash rapidly and accurately; establish and maintain effective working relationships.

Education & Training: High school graduation or equivalent and three years of recent experience in customer contact work, and one year of recent experience in operational technology, a call center, cashiering, or financial clerical work.

License & Certificates: Type accurately from clear copy at a speed of 40 net words per minute.
This job title is represented by the Burbank City Employees' Association (BCEA)

The City of Burbank offers excellent employee benefits, please click on the following link for additional information regarding employee benefits:


Additionally, there are Benefit Summary Sheets for each represented and unrepresented employee group that provide a more detailed summary of benefits. There are also some Benefit Summary Sheets for specific job titles. To access the Benefit Summary Sheets, please click here:

Please note, employee benefits vary based on employment status - full-time or part-time; regular or temporary, and many benefits are not applicable to temporary employees.
01


You must answer the following question in order to be considered for the position. The purpose of this Supplemental Questionnaire is to give you an opportunity to provide additional information regarding your specific qualifications for the position of Customer Service Representative III. This Supplemental Questionnaire is considered part of your application process and will be evaluated along with your application on a competitive basis to determine which applicants will proceed to the next step in the selection process.INSTRUCTIONSAnswer should be complete, specific, and precise. Incomplete, illegible, vague, or excessively long responses to any question may disqualify you from being considered further for the position. Please be specific in answering the Supplemental Questions, as they will be used to evaluate which applicants will be given further consideration in the process. DO NOT answer, "see resume" or "see application" as these are not valid answers. Click "Yes" to reflect that you have read and understand this statement.

• Yes
• No

02


BWP is a community-owned utility, and this position will serve as a lead in one of the four areas of: Call Center, Credit, Billing, and Field Services within the Customer Service Division at Burbank Water and Power.Please detail your work experience related to these four areas of customer service: Any work you have performed as a lead and any work experience you may have had within the public sector and/or utilities. Please include the type of organization and the length of your experience.
03


I certify that the Supplemental Questionnaire responses are my own and were not generated by artificial intelligence (AI) or any other automated tool. I understand that submitting responses that are not my own may result in disqualification from the selection process or removal from employment consideration.

• Yes, I certify that the responses provided are my own.

04


BWP operates on an advanced smart grid infrastructure. This position requires working within a customer information system (CIS) and a meter data management system (MDMS), which provides data on the smart electric and water meters that BWP uses to bill customers. This system can also be used to let customers know when they might have a leak or are experiencing high energy usage.Please describe your experience analyzing data, creating reports, processing adjustments, or handling payments within a CIS.
05


As a CSR III, you will be assigned to train staff. Please describe a time when you trained and coached someone in the workplace to be their best. What approach did you take to coach this individual? Provide specific examples of your experience.
06


What is the highest level of education you have completed?

• High school diploma or GED
• Bachelors degree
• Masters degree
• None of the above

07


How many years of recent experience in customer contact work do you have?

• 0-11 months
• 1-3 years
• 3+ years
• No experience

08


How many years of recent experience in operational technology, a call center, cashiering, or financial clerical work do you have?

• 0-6 months
• 6-12 months
• 1+ years
• No experience

09


A certified typing certificate showing the ability to type 40 net words per minute must accompany application to be considered. By clicking "Yes" I am aware that I must have a typing certificate submitted prior to the closing date. If typing certificate is not submitted prior to the closing date, I will be disqualified from the process. TYPING CERTIFICATE REQUIREMENTS. TYPING CERTIFICATES MUST BE CERTIFIED FROM A GOVERNMENT AGENCY, BUSINESS COLLEGE, TEMPORARY AGENCY, PUBLIC SCHOOL, OR OTHER VERIFIABLE AGENCY AND DATED WITHIN ONE YEAR FROM THE LAST DAY TO APPLY. NET WORDS PER MINUTE MUST BE STATED ON THE CERTIFICATE. ONLINE TYPING CERTIFICATES ARE NOT ACCEPTED. PLEASE NOTE: Any certificate you have submitted with a previous application is not kept on file. Your typing certificate MUST be attached to your application to be considered.

• Yes
• No

10


I understand that all requested information must be furnished on the application itself. Resumes and/or attachments may be included, but CANNOT BE SUBSTITUTED for a completed application form. A resume submitted in lieu of an application will not be sufficient. Furthermore, "See resume" is not an acceptable response under Duties. An application containing this response may be deemed incomplete. If I do not provide information on my application under Education, Experience, and/or License and Certificates sections that I meet the minimum qualifications for the position I am applying for, I will be deemed "not qualified" and may not proceed in the recruitment.

• Yes
• No

Required Question