Water Customer Service Technician III

DISCLAIMER

The City reserves the right to accelerate or extend the "Closing Date" of open positions at any time, dependent upon the number of applications received. The City is in compliance with the Americans with Disabilities Act and will make all reasonable accommodations for the disabled to participate in employment programs and facilities. Women, minorities, and disabled individuals are encouraged to apply. The finalist must pass a pre‑employment physical and drug screen.

DEFINITION

Under general supervision, learns to perform and performs a variety of clerical, semi‑technical and technical customer service duties which may include setting up new water accounts and initiating changes to existing water accounts, billing, auditing, scheduling, and cashiering; provides customer service directly to the public in response to inquiries and complaints; works under office conditions involving a public counter, high telephone volume, and radio dispatching functions; collects payments owed for City of Indio municipal water services; performs other related duties as required.

DISTINGUISHING CHARACTERISTICS

This is an advanced‑journey level classification in the Customer Service series. This position is responsible for performing the full range of clerical, semi‑technical, and technical duties. Incumbents also provide training and technical direction to Water Customer Service Technician I/II’s and handle more complex clerical and technical assignments, including auditing account and system entries for accuracy.

ESSENTIAL FUNCTIONS

Acts as the initial point of Indio Water customers; performs various customer service duties including opening and closing accounts, providing and receiving account information, researching account detail, determining eligibility for payment arrangements, and processing payments. Responds to customer requests in person and by telephone, mail, and fax to initiate, add to, or terminate water service accounts; explains billing practices and rates; answers correspondence and questions about utility bills; reviews online consumption history; conducts research to answer customer inquiries; follows up with customers to provide information on actions taken. Receives water inquiries by telephone or in person; receives calls regarding leaks, breaks, malfunctions, and temporary turn via; generates the appropriate work order to resolve service issues. Dispatches appropriate personnel to solve problems, using a 2‑way radio, to handle emergency calls regarding leaks, breaks, malfunctions, no water, and temporary turn‑ons & turn‑offs. Accepts payments for water services, reviews accounts, updates customer records, and issues receipts. Establishes new customer billing accounts; accurately processes name and address changes, initiates and processes paperwork associated with connections for new services, account inquiries of payments and transfers, and informational requests on the status of accounts. Processes delinquent notices and creates work orders for turn‑off due to non‑payment. Contacts customers to collect outstanding balances before sending account to collections. Tactfully and courteously works with the public and employees of the City. Establishes positive working relationships with representatives of community organizations, state/local agencies and associations, City management and staff, and the public. Has a basic knowledge of water conservation and can answer questions from customers about water conservation programs and resources. Has a clear understanding of the different types of engineering fees and charges, such as capital development impact fees and supplemental water supply fees. Can review the accuracy of mathematical calculations used for engineering services that are charged at the front cashier counter.

OTHER DUTIES

May relieve other department staff during breaks and lunch. May provide assistance and oversight to lower level staff. May provide translation services for Spanish‑language speakers. Performs other related duties as required.

SUPERVISION RECEIVED/EXERCISED

Receives general supervision from a higher level supervisory class. Incumbents may provide training and technical direction to Water Customer Technician I/II level. The position is not a supervisory or lead role, and does not provide direction beyond that of a training or technical nature.

MINIMUM QUALIFICATIONS

Education Equivalent to the completion of the twelfth grade. Must have completed some additional related course work or training in the field of customer service, business writing, water utility and conservation. Experience Four years of clerical or customer service experience, including a minimum of two years of experience working with information systems and one year of experience with account verifications and scheduling, equivalent to that of a Water Customer Service Technician II in the City of Indio. License/Certificate Possession of a valid Class C California driver’s license. Grade 1 Water Use Efficiency Practitioner certification (required upon hire; the Department reserves the right to modify this requirement to attract a viable applicant pool).

KNOWLEDGE, SKILLS & ABILITIES

Knowledge: Customer services practices and customer‑oriented telephone etiquette; cash handling principles; filing systems; collections practices; business arithmetic; basic principles of mathematics; methods and techniques of scheduling work assignments; modern office equipment, including a computer and applicable software; methods and techniques for record keeping and report preparation and writing; proper English, spelling, and grammar; occupational hazards and standard safety practices. Skills: Handle cash payments; operate modern office equipment including computers and applications related to the work, including word processing, database, and spreadsheet software. Abilities: Provide general customer service support to a specialized work unit; use applicable office terminology, forms, documents, and procedures; maintain accurate office files; compose correspondence and documents; meet critical deadlines; deal successfully with the public, in person and over the telephone; courteously respond to community issues, concerns, and needs; interpret, explain, and apply applicable laws, codes, and regulations; read, interpret, and record data accurately; organize, prioritize, and follow‑up on work assignments; work independently and as part of a team; make sound decisions within established guidelines; analyze complex issues and develop and implement appropriate responses; follow written and oral directions; observe safety principles and work in a safe manner; operate modern office equipment including computer equipment and specialized software applications; communicate clearly and concisely, both orally and in writing; establish, maintain, and foster positive and effective working relationships with those contacted in the course of work. #J-18808-Ljbffr City-of-Indio-1