Customer Services Representative

About the role

Customer Services Representatives perform specialized and complex customer service work in a centralized utilities customer service call center section. They research and resolve billing problems, process new service requests, handle service restoration requests, respond to inquiries and complaints, and manage various aspects of utility account management.

Responsibilities

• Research and resolve billing complaints
• Take applications for water turn-ons and turn-offs
• Reconcile and adjust customer accounts
• Research delinquent accounts
• Initiate field investigations and explain results to customers
• Research records to determine whether deposits are required or extensions should be granted
• Verify payment information
• Perform collection efforts on delinquent accounts
• Establish payment schedules for delinquent accounts
• Process bankruptcy notices and orders
• Query and post information to computerized records
• Explain departmental billing and collection policies and procedures to customers
• Communicate with internal and external customers through email, phone calls, texting, Skype, Microsoft Teams, Zoom and other communication platforms, as needed

Requirements

• One year of full-time clerical experience with a minimum of six months of full-time customer service experience in a high-volume customer services section performing one of the following:
• Working in a call center making inbound and outbound calls
• Processing remittance payments in a centralized billing system
• Performing two or more of the following customer service functions as primary job duties:
• Providing utility information to the public regarding 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

Note: Qualifying experience must be gained performing functions strictly for the purpose of providing customer service. Retail experience and general customer contact experience is not qualifying, unless you have performed the duties as specified in Option 3 under the experience section above.

The ability to type at a corrected speed of 30 words per minute on a computer keyboard is required.

Qualifications

City of San Diego employees using Out-of-Class Assignment (OCA) experience to qualify must submit written documentation signed by their appointing authority or payroll specialist, detailing the work performed, dates, and total number of qualifying OCA hours.

OCA experience without the required documentation will not be considered.

Skills

• Technical knowledge and experience with computer systems including: SAP, Aspect, AmazonConnect or similar phone systems for Call Centers
• Experience with Microsoft Windows, Outlook, Excel, Word, the internet, and other computer software programs

Benefits

Eligible benefited employees originally hired on or after July 10, 2021, will be automatically enrolled in the San Diego City Employees Retirement System (SDCERS).

Pay

Employees in job classifications represented by Municipal Employees Association (MEA) are scheduled to receive the following general wage increases: 3.5% effective 7/1/27, 2% effective 7/1/28, and 2% effective 1/1/29.

Schedule

Not specified.