What are the responsibilities and job description for the Customer Services Representative position at City of San Diego?
JOB INFORMATION
See NOTE(S) below for future wage increases and/or additional compensation opportunities.
Customer Services Representative positions perform specialized and complex customer service work in a centralized utilities customer service call center section; research and resolve billing problems; process new service; service restoration requests; respond to inquiries and complaints relating to a wide variety of utility account management issues; the initiation and/or termination of water service, and report water system repair issues; 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; and perform other duties as assigned. Customer Services Representatives communicate with internal and external customers through email, phone calls, texting, Skype, Microsoft Teams, Zoom and other communication platforms, as needed.
NOTES:
- Employees in job classifications represented by Municipal Employees Association (MEA) are scheduled to receive the following general wage increases: 5% effective 7/1/25
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In addition to the scheduled general wage increases, the following special salary wage increase is also scheduled to take effect for Customer Services Representative: 5% effective 1/1/26
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Eligible benefitted employees originally hired on or after July 10, 2021, will be automatically enrolled in the San Diego City Employees Retirement System (SDCERS).
- Customer Services Representative employees communicate with internal and external customers through email, phone calls, texting, Skype, Microsoft Teams, Zoom and other communication platforms, as needed.
MINIMUM REQUIREMENTS
EXPERIENCE: One year of full-time clerical experience which MUST include 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.
- In a job performing at least TWO 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.
NOTES:
- 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.
- 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.
HIGHLY DESIRABLE:
- 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.
REQUIRED DOCUMENTS (MUST SUBMIT WITH APPLICATION):
- For City of San Diego employees, proof of Out-of-Class Assignment (OCA), if utilized to meet the minimum requirements.
Required documents should be attached electronically to your application. If you are unable to attach at the time of application submittal, you must submit them as soon as possible via fax: (619) 533-3337; or to the Employment Information Center: City of San Diego Personnel Department, 1200 Third Avenue - Suite 300, San Diego, CA 92101. Include your name and the title of the position for which you are applying.
SCREENING PROCESS
Please ensure all information is complete and accurate as the responses you provide on the supplemental questions will be reviewed using an automated evaluation system. If you are successful in this initial screening process, your application will be reviewed for applicable education, experience, and/or training to ensure all minimum requirements have been met. Successful candidates will be placed on a list which will be used to fill position vacancies during the next six months (180 days). For each vacancy, only those candidates with the most appropriate qualifications will be contacted by the hiring department for an interview.
SUPPLEMENTAL INFORMATION
PRE-EMPLOYMENT REQUIREMENTS: Employment offers are conditional pending the results of all screening processes applicable to this position, which may include the following: confirmation of citizenship or legal right to work in the United States; completion of a pre-employment medical review and exam (which may include drug and alcohol testing); reference checks; and fingerprinting. Fingerprints will be submitted to the Federal Bureau of Investigation and the California Department of Justice for a conviction record report. Certain positions may require additional screening processes, including a polygraph examination and/or background investigation. All screening processes must be successfully completed before employment begins. A positive test result for alcohol, cannabis/marijuana, illegal drugs, or inadequately explained prescription drugs, or misrepresentation, falsification, or omission of pertinent facts in any step of the screening or selection process, may constitute cause for disqualification or termination of employment. Nothing in this job posting constitutes an express or implied contract for employment with the City of San Diego. Candidates must notify the Personnel Department of any change in their name, mailing address, email address, or phone number, otherwise they may miss employment opportunities.
Rev. 8 - April 18, 2025 (New Recruitment Date)
