Customer Services Representative

Job Overview The Customer Services Representative performs specialized and complex customer service work in a centralized utilities call center. Duties include researching and resolving billing problems, processing new service requests, handling inquiries and complaints related to utility account management, initiating or terminating water service, reporting repair issues, and performing other related duties. The role involves communication with internal and external customers via email, phone, texting, and various communication platforms. Key Responsibilities Research and resolve billing problems and complaints. Process new service applications and service restoration requests. Respond to inquiries and complaints regarding utility account management. Initiate and terminate water service and report repair issues. Reconcile and adjust customer accounts, including delinquent accounts. Initiate field investigations, explain results to customers. Determine deposit requirements or extension eligibility. Perform collections on delinquent accounts and establish payment schedules. Process bankruptcy notices and orders. Query and post information to computerized records, explaining billing and collection policies to customers. Qualifications Experience : One year of full‑time clerical experience, including a minimum of six months of full‑time customer service experience in a high‑volume customer service setting. Acceptable background includes: Working in a call center making inbound and outbound calls. Processing remittance payments in a centralized billing system. Performing at least two of the following as primary duties: Providing utility information to the public about services offered. Researching, reconciling, and resolving billing inquiries. Performing initial delinquent accounts collection work. Processing applications for service. Troubleshooting technical issues for customer accounts. Responding to inquiries and complaints from the public. Minimum Requirements : Ability to type at a corrected speed of 30 words per minute. Additional Requirements : City of San Diego employees using Out‑of‑Class Assignment experience to qualify must submit documentation signed by the appointing authority or payroll specialist. Highly Desired Skills Experience with SAP, Aspect, Amazon Connect, or similar call‑center phone systems. Familiarity with Microsoft Windows, Outlook, Excel, Word, and the internet. Benefits Eligible employees will receive wage increases: 3.5% effective 7/1/27, 2% effective 7/1/28, and 2% effective 1/1/29. Eligible employees will be automatically enrolled in the San Diego City Employees Retirement System (SDCERS). #J-18808-Ljbffr