What are the responsibilities and job description for the Customer Service Technician II position at City of Poway, CA?
Definition
The City of Poway is looking for a friendly individual to work as a meaningful member of the Customer Services Team in the Finance Department. The ideal candidate is enthusiastic to serve the public with keen eye for detail, is exceptionally organized, and loves helping people in a collaborative team environment. This position provides in-person customer service to the general public while performing highly responsible and technical duties in assigned area that will include a combination of accounts receivable transactions, reconciling cash receipts, processing and maintaining utility customer accounts, and business registration and licensing.
The Customer Service Technician II is represented by Teamsters and the person hired for the position will receive the following:
7/1/2025 - 5% wage increase
7/1/2026 - 5% wage increase
Under general supervision, performs a variety of responsible office support related to the establishment and maintenance of customer accounts. Responds to customer inquiries related to water billing, water conservation and waste, business and regulatory licensing, interpreting the rules, policies and procedures, service fees, rates, and procedures. Provides support for installation of utility services and maintains records; drafts correspondence, reports, and forms. Processes regulatory licensing, business certificates and renewals. Documents all related data into computer database and maintains all related records.
Receives direct or general supervision from the Revenue and Operations Supervisor or assigned supervisor. Exercises no direct supervision over staff. May provide technical and functional direction to lower-level staff.
Key Responsibilities
Management reserves the right to add, modify, change or rescind the work assignemnt of different positions and to make reasonable accomodations so that qualified employees can perform the essential functions of the job.
- Represents the City to customers in a professional and customer friendly manner; responds to customer inquiries and complaints in person or by telephone and provides information; provides for the resolution of unusual billing and customer cost situations by conducting appropriate research.
- Receives and screens visitors and telephone calls; takes messages, directs the caller to the proper office/person, or provides factual information or resolution regarding City and departmental activities and functions requiring the application and explanation of rules, policies, and procedures.
- Interprets policies and procedures and explains service fees, rates, and procedures to customers; may waive fees under appropriate circumstances.
- Receives and processes service requests, sets up new accounts, determines and collects necessary charges.
- Makes billing arrangements for new accounts and prepares closing bills for canceled service.
- Operates computer billing systems; edits, prepares, and sends bills; maintains and reconciles a variety of customer billing records as directed; estimates proper billing amounts and makes appropriate adjustments ensuring proper billing codes.
- Receives customer payments in person, electronically, or by mail; makes change and issues receipts; balances cash receipts, processes mail payments, develops totals, prepares deposit documents and end-of-day reports, and delivers daily bank deposits.
- Prepares correspondence relating to customer service activities; assists in the preparation of special reports related to customer billing.
- Processes regulatory licensing, business certificates, and renewals; enters all related data into computer database and maintains all related records.
- Operates standard office equipment, including job-related computer hardware and software applications, and multi-line telephones; and may operate a two-way radio or other department-specific equipment.
- Prints audit reports for verifying meter reads; writes service orders as needed; verifies accuracy of billing reports; processes billing file to outside agency.
- Performs project research and report preparation, technical reports, and other technical work related to City activities.
- Receives, sorts, and disburses incoming mail; prepares outgoing mail for posting; prepares special mailings and ensures that all attachments are included and are mailed in a timely manner.
- Drafts and types correspondence, reports, forms, invitations, graphic materials, and specialized documents; and proofs materials for accuracy, completeness, compliance with City policies, format and English usage, including grammar, punctuation and spelling.
- Coordinates and works with other departments and outside agencies; answers department questions regarding billing history, water and sewer records, customer records and correspondence.
- Maintains attendance and punctuality that is observant of scheduled hours on a regular basis.
- Performs related duties as assigned.
Minimum Requirements/License or Certificates Required
Any combination of the following education and experience which demonstrates the ability to perform the duties of this classification.
Experience:
Two years of experience in customer service, maintaining financial and accounting records, and/or responsible office support.
Education/Training:
Equivalent to the completion of the 12th grade. College-level coursework from an accredited educational institution in accounting, finance, or a related field, preferred.
Examination Process
A completed NeoGov application, including supplemental questions, must be submitted through NeoGov for consideration by the application deadline. Application materials will not be accepted separate from NeoGov or after the deadline.
