What are the responsibilities and job description for the Customer Care Associate I (Limited Term) position at Las Vegas Valley Water District?
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Customer Care Associate I (Limited Term)
Open Date: 03/10/25
Close Date: 03/24/25
Salary: $28.22 per hour
Job Type: Limited Term (Fixed Term)
Location: Valley View Campus, 1001 S. Valley View Blvd., Las Vegas
For any questions regarding this announcement, please contact LVVWD Recruitment at recruitment@lvvwd.com.
8 VACANCIESFILING DEADLINE: The first 400 applications submitted ON or BEFORE 12am, Monday, March 24th, 2025, WHICHEVER COMES FIRST
The term of this appointment will be a maximum of up to 24 months. All persons hired into Limited Term (LT) positions will be required to sign a term of employment letter specifying conditions of employment. This recruitment will be used to fill the current vacancy and any future vacancies which may occur in the next six months, and possibly longer.
HOURS OF WORK: 5/8's. Shift to be determined based on operational needs. Must be willing to work flexible schedule, including evenings/weekends.
The ideal candidate will be able to handle a high volume of customer interactions both on the phone and via online chat and use multiple applications during transactions; and will be able to work in a team-oriented environment or independently. Bilingual in Spanish and English is highly desirable.
INTRODUCTION: Human Resources will screen applications and supplemental questionnaires. Candidates possessing the strongest skills and experience for this position will be forwarded to the hiring department for further evaluation and to determine who will be invited to the formal interview process. The candidate hired will be required to pass a drug screening, and background check and may be required to pass a job-related physical evaluation.
GENERAL PURPOSE
Under general supervision, performs a wide variety of responsible customer care functions including: responding to requests regarding water service; researching, responding to and resolving service and billing problems and making payment arrangements, by telephone, web and fax or in person; generates field activity requests when needed to investigate and resolve customer account issues; provides information on District, SNWA and Preserve products, programs and services; ensures customer interactions meet high standards for the customer experience; and performs related duties as assigned.
DESIRED MINIMUM QUALIFICATIONS
Knowledge of:
Principles and practices of effective customer service and customer-oriented telephone etiquette; standard office practices and procedures; sound business communication practices; correct English usage, including spelling, grammar and punctuation; general call center operations and work processes; general methods, practices and processes for billing, collections and credit; general operations, uses and requirements of customer billing and information systems; requirements, rules, policies, procedures and customer service issues related to assigned areas of responsibility; business math; cash handling and accounting procedures applicable to the work.
Ability to:
Operate an on-line computer terminal, multi-line sophisticated call center telephone equipment, radio dispatch equipment and other standard office equipment and a variety of specialized software applications ; quickly, efficiently and calmly handle a high volume of customer interactions by telephone and/or in person; research customer account information and reach sound conclusions and decisions in accordance with established policies and procedures; handle sensitive customer relations situations tactfully and effectively; calmly defuse emotional and volatile situations; learn and explain complex District Water Service Rules, policies and procedures regarding water services, rates and fees and interpret and apply them in highly varied customer account situations; understand and carry out written and oral instructions; communicate clearly and effectively orally and in writing; prepare clear, accurate and concise computer entries and basic correspondence; maintain sensitive and confidential information; use tact, discretion, patience and understanding in dealing with customers and the public; establish and maintain highly effective working relationships with District staff, customers and others encountered in the course of work.
Training and Experience:
A typical way of obtaining the knowledge, skills and abilities outlined above is graduation from high school or G.E.D. equivalent and one year of call center, office administrative or customer service experience or an equivalent combination of training and experience. Experience in customer service functions in a government or public utility setting is highly desirable.
A Customer Care Associate I is considered for advancement to Customer Care Associate II upon satisfactory completion of the division’s customer service training program and after demonstrating proficiency in competently performing all major customer service functions within the division’s areas of responsibility.
Typically, a Customer Care Associate I is expected to be capable of meeting the proficiency criteria within an 18 to 24-month period, depending on an individual’s prior experience and progression in performing the full range of Customer Care Associate II duties as described in the established performance criteria.
PHYSICAL AND MENTAL DEMANDS
The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands
While performing the duties of this class, employees are required to sit for extended periods; talk or hear, by telephone and in person; use hands repetitively to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk and stand.
Specific vision abilities required by this job include close vision and the ability to adjust focus.
Mental Demands
While performing the duties of this class, employees are regularly required to use written and oral communication skills; read and interpret highly detailed and varied data and information; make arithmetic calculations; analyze and solve customer and account problems; observe and interpret situations; learn and apply new information; rapidly perform highly detailed work on multiple, concurrent tasks; work with constant interruptions; interact with District staff, customers who are often upset and dissatisfied and the public.
Salary : $28
