Customer Service Representative I

About the role

The Customer Service Representative I position at Walnut Valley Water District is entry-level in the Customer Service series. This role operates under the general supervision of the Customer Service Manager and performs a variety of duties in customer service.

Responsibilities

• 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.

Requirements

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

Qualifications

• Knowledge: 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: 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.

Skills

• Fluency in Mandarin language is highly desirable but not required.

Benefits

Walnut Valley Water District offers a comprehensive benefits package designed to support your personal and professional growth. The benefits include:

• Competitive Compensation: A significant 16% increase in base pay from January 1, 2024, to January 1, 2027;
• Certification and Performance Incentives: Class A or Class B drivers receive a 5% differential PERSable pay until July 1, 2027, and employees who obtain water distribution, treatment, backflow, or water quality certificates above their job requirements are eligible for annual certification pay;
• 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;
• Sick Leave: 96 hours of sick leave per year ensures you can take care of your health without worrying about losing time off;
• 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;
• 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).

Pay

The starting salary range for this position is $22.00 to $25.00 per hour, with a potential for a significant 16% increase in base pay from January 1, 2024, to January 1, 2027.

Schedule

The Customer Service Representative I position typically works a 4/10 work schedule, offering flexibility and extended weekends to maintain a healthy work-life balance.