Customer Service Representative I

Customer Service Representative I

The first review period will be July 2nd, 2026. Applications submitted after the first review date will be considered on an as-needed basis.

Walnut Valley Water District is excited to announce that we are accepting applications for the position of Customer Service Representative I. At Walnut Valley Water District, we believe in putting people first. We understand the importance of maintaining a healthy work-life balance while striving for excellence in everything we do. Our vision statement, "Empowered People. Purpose Driven," reflects our commitment to collaboration, integrity, and success. As a member of our team, you'll not only be part of a dedicated workforce but also enjoy a comprehensive benefits package designed to support your personal and professional growth.

The Customer Service Representative I performs a variety of duties in customer service. The role operates under the general supervision of the Customer Service Manager. This is entry to the journey level in the Customer Service series. Incumbents work under relatively close supervision, with less latitude for independent action, performing a variety of routine customer service functions including providing information, researching problems, performing collections and making payment arrangements on customer accounts; answering customer inquiries and resolving complaints, receiving payments, issuing receipts, inputting data into the computer, and service orders; and performing related duties as assigned.

Duties may include, but are not limited to, the following:

• Handles a high volume of incoming telephone calls, online applications, and walk-in customers; responds to customer inquiries in person, by telephone, mail, or email to start and terminate residential or commercial water service accounts; explains billing practices and rates; processes turn-on and turn-off requests, and field service orders.
• Efficiently and accurately handles customer payment transactions and operates a cashiering system; verifies accuracy of payments to accounts; balances cash drawer as directed.
• Answers and coordinates radio communications between office and field personnel.
• Contact customers regarding meter access, water leaks, and other account-related matters.
• Receives and responds to inquiries, complaints, and service requests and/or directs them to the proper personnel or departments for resolution.
• Generates service orders for Field crew for new sign-ups, turn-ons, turn-offs, reads, rereads, and makes a record of completions; analyzes, interprets, and communicates account information to the customer.
• Keeps all customer accounts and records up-to-date through use of data processing input forms.
• Provides technical support to customers regarding available online portals.
• Files and processes customer accounts and service connection records and maintains various filing systems.
• Performs a wide variety of administrative tasks including typing letters, memos, and data entry, and maintains files.
• Performs special assignments as directed.

Typical Physical Activities:

• Communicates orally with District management, co-workers, and the public in face-to-face, one-on-one settings.
• Must be able to carry, push, pull, reach, and lift objects and supplies weighing up to 30 lbs.
• Regularly uses a telephone for communication.
• Uses a two-way radio for communication.
• Uses office equipment such as computers, software, and multi-functional copiers.
• Sits for extended time periods.
• Hearing and vision within normal ranges.

Employment Standards Knowledge Of:

• District policies and regulations regarding the establishment and maintenance of services.
• Computerized billing and service information systems.
• Cash handling techniques.
• Techniques for dealing with delinquent accounts.
• Basic mathematics.

Ability To:

• Perform a variety of difficult and sensitive Customer Service functions regarding the establishment and maintenance of District services.
• Research and evaluate information regarding customer service and payment problems.
• Make mathematical calculations quickly and accurately.
• Use a calculator and other office machines.
• Use computerized billing and customer information systems and software.
• Maintain tactful and courteous service when working with the public regarding District services and complaints.
• Issue, receive, and comprehend oral and written communications.
• Communicate diplomatically and knowledgeably with District employees and the general public.
• Ability to communicate in the Mandarin language fluently is desirable but not required.
• Establish and maintain cooperative working relationships.

Desirable Education and Experience Any combination of education and experience which would likely provide the necessary knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

• Education/Training: High school graduation or equivalent
• Experience: Up to one (1) year of experience in general office and customer service.

Special Requirements:

• Ability to pass a pre-employment physical.
• Reliable telephone in service at all times.

OVERTIME ASSIGNMENTS The purveyance of water is a vital service to the community and as such requires the availability of District personnel at all times. Consequently, Customer Service employees, including the Customer Service Representative classifications, will be required to respond to emergency calls, accept periodic overtime assignments, and perform any and all other duties deemed necessary by the District. Lacking a bona fide excuse satisfactory to the District, a failure to report when called could result in termination.

FAIR LABOR STANDARDS ACT For the purposes of the Fair Labor Standards Act, the Customer Service Representative classification shall be considered a General Employee Unit, "non-exempt" position.

At Walnut Valley Water District, we believe in putting people first. We understand the importance of maintaining a healthy work-life balance while striving for excellence in everything we do. Our vision statement, "Empowered People. Purpose Driven," reflects our commitment to collaboration, integrity, and success. As a member of our team, you'll not only be part of a dedicated workforce but also enjoy a comprehensive benefits package designed to support your personal and professional growth. Our benefits package includes:

• Competitive Compensation: Enjoy a significant 16% increase in base pay from January 1, 2024, to January 1, 2027, ensuring your hard work is rewarded accordingly.
• Certification and Performance Incentives: Class A or Class B drivers receive a 5% differential PERSable pay until July 1, 2027, recognizing the specialized skills and responsibilities of these roles. Employees who obtain water distribution, treatment, backflow, or water quality certificates above their job requirements are eligible for annual certification pay, recognizing and rewarding their commitment to professional development and excellence in their role. Distribution Certification Pay from $600 - $2,500 Treatment Certification Pay from $600 - $1,350 Backflow/Cross Connection Pay from $750 - $2,250 Water Quality Certification Pay from $750 - $1,500
• Flexible Work Schedule: Benefit from a 4/10 work schedule, providing you with flexibility and extended weekends to maintain a healthy work-life balance.
• Generous Paid Time Off: Enjoy 13 paid holidays per year, along with generous vacation time ranging from 80 to 160 hours annually based on years of service. Vacation is not use it or lose it. Sick Leave 96 hours of sick leave per year ensures you can take care of your health without worrying about losing time off. Sick leave is not use it or lose it.
• Additional Leave Benefits: Mid-Management and Executive staff exempt employees receive administrative leave hours annually, allowing for personal time off without affecting regular vacation or sick leave. Mid-Management receives an additional 48 hours annually, and Executive staff receives an additional 64 hours annually.
• Retirement Planning: Participate in the Federal Social Security System and California Public Employees' Retirement System (CalPERS), with the District covering a portion of the Social Security cost until January 2027. Effective January 1, 2027, the District will cover 100% of the Social Security cost (excluding Medicare). The District also offers voluntary deferred compensation 457 plans to provide employees with a robust and proactive retirement package.
• Comprehensive Health Coverage: Enjoy full payment of combined least-cost medical, dental, and vision family plans, ensuring you and your loved ones are covered without financial strain.
• Disability and