What are the responsibilities and job description for the Customer Services Representative I position at EBMUD?
The Position
ONLY the first 450 applications demonstrating the minimum qualifications will be accepted by the Recruitment Division online at www.ebmud.com during the filing period.
Under general supervision, East Bay Municipal Utility District (EBMUD) Customer Services Representatives (CSRs) perform various clerical duties related to servicing customer accounts, including managing payments, handling collections, responding to correspondence via email, starting and stopping service, and responding to customer inquiries and complaints in a high call volume unit, processing production, or program eligibility/community support work environments. CSRs interact directly with customers to process service requests and perform other tasks related to billing, remittance processing, data entry, and provide general customer information regarding billing issues and service requests. CSRs must maintain a high productivity level while adhering to quality standards and complex business practices, policies, and procedures. Bilingual candidates are encouraged to apply.
Some Specific CSR I Duties Include
Some positions require bilingual skills in Cantonese, Mandarin, or Spanish. Candidates who are successful in the CSR I selection process and wish to be considered for these positions must pass a standardized bilingual language skills evaluation that will test both spoken and comprehension skills.
Candidates hired must successfully complete a six to eight-week training program and a six-month probationary period to achieve regular employment status.
The salary range is $5,482 per month increasing to $5,756, $6,044, $6,346, and $6,663 after 6, 18, 30, and 42 months, respectively.
EBMUD is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, creed, sex, gender, gender identity (including transgender status), gender expression, marital or registered domestic partnership status, age for individuals age forty or older, national origin, ancestry, disability (mental or physical), medical condition (cancer and genetic characteristics), genetic information, sexual orientation, military and veterans status, family or medical leave status, pregnancy (including childbirth, lactation or related medical condition), pregnancy disability leave status, domestic violence victim status, political affiliation, and other categories protected by federal, state and/or local laws.
Requirements
The typical means of acquiring the essential knowledge and abilities for this position are completion of the 12th grade or its equivalent and a minimum of two years of clerical experience (customer service experience is desirable).
Must possess the physical characteristics needed to perform the basic duties of the job, including physical capacity to stand or sit and work using a keyboard and/or telephone for prolonged periods without a break; reach and stoop to retrieve and sort files; lift and carry equipment and materials weighing up to 20 pounds; hand-eye coordination sufficient to peruse documents during computer data entry or use of a 10-key; visual acuity to read numbers, text, computer screens and computer printouts; ability to communicate effectively in English; ability to hear effectively both in-person and on the telephone; and manual dexterity to write and operate a keyboard and 10-key.
The Most Competitive Candidates Will Also Have
The Selection Process
As the first step in the selection process, responses to the supplemental questions must be submitted online with the regular EBMUD application. Please provide thorough, accurate descriptions of assignments you have personally performed. Please note that your employment history and responses to these questions will be reviewed during this selection process, and you may be disqualified if you are found to not meet the requirements of the job.
Our Excellent Benefits Package Includes
Did you complete the 12th grade or its equivalent?
Do you have at least two years of clerical/customer service experience?
EBMUD’s Contact Center is a high call volume work environment. Do you have at least one year of experience in this type of environment?
Do you have experience calculating and reconciling bills for customers?
Are you willing to work in this type of environment and answer 40 to 80 monitored telephone calls per day?
EBMUD’s Mail Remittance and Processing Unit is a high-volume processing work environment. Do you have experience in a similar high volume work environment?
EBMUD’s Customer Support Program Administration is a high visibility work environment requiring outreach and extensive interactions with customers seeking information regarding qualifying for support. Do you have experience in a similar work environment?
EBMUD’s Customer Services Representatives must work on a multi-screen customer service computer application called Customer Watch. This application tracks customer billing, customer contacts and service information for individual accounts. Do you have prior experience with a computerized customer contact management and/or billing application system where use of that application was a required and significant component of your job?
If ‘yes,’ what was the name of that application? If none, indicate “N/A”
10
Do you have bilingual speaking and reading/writing comprehension skills in Chinese/Cantonese?
Do you have bilingual speaking and reading/writing comprehension skills in Chinese/Mandarin?
Do you have bilingual speaking and reading/writing comprehension skills in Spanish?
Do you have the physical capacity to stand or sit and work using a keyboard and/or telephone for prolonged periods without a break?
Do you have the physical capacity to reach and stoop to retrieve and sort files?
Can you lift and carry equipment and materials weighing up to 20 pounds?
Do you have sufficient hand-eye coordination to read documents, perform computer data entry, and a 10-key machine?
Do you have sufficient visual acuity to read numbers, text, computer screens, and computer printouts?
Are you able to conduct conversations effectively in-person, by telephone and via email?
Do you have sufficient manual dexterity to write information, as well as operate a computer keyboard and 10-key machine?
Are you willing to work paid overtime as needed?
Do you have keyboarding/typing experience?
ONLY the first 450 applications demonstrating the minimum qualifications will be accepted by the Recruitment Division online at www.ebmud.com during the filing period.
Under general supervision, East Bay Municipal Utility District (EBMUD) Customer Services Representatives (CSRs) perform various clerical duties related to servicing customer accounts, including managing payments, handling collections, responding to correspondence via email, starting and stopping service, and responding to customer inquiries and complaints in a high call volume unit, processing production, or program eligibility/community support work environments. CSRs interact directly with customers to process service requests and perform other tasks related to billing, remittance processing, data entry, and provide general customer information regarding billing issues and service requests. CSRs must maintain a high productivity level while adhering to quality standards and complex business practices, policies, and procedures. Bilingual candidates are encouraged to apply.
Some Specific CSR I Duties Include
- Working with customer account records to verify accuracy and completeness.
- Maintaining and reconciling customer accounts and complaints.
- Estimating bills when meter readings are unobtainable.
- Obtaining customer information to begin or discontinue service.
- Verifying credit information.
- Processing payments and balancing daily receipts using a computer-based cash processing system.
- Answering a high volume of incoming customer calls via a computer telephony system.
- Responding to correspondence (i.e., emails, written requests, etc.).
- Entering and retrieving data from multiple software applications.
- Tracing and contacting customers for payments on overdue accounts and returned checks.
- Forwarding water and wastewater inquires for appropriate response.
Some positions require bilingual skills in Cantonese, Mandarin, or Spanish. Candidates who are successful in the CSR I selection process and wish to be considered for these positions must pass a standardized bilingual language skills evaluation that will test both spoken and comprehension skills.
Candidates hired must successfully complete a six to eight-week training program and a six-month probationary period to achieve regular employment status.
The salary range is $5,482 per month increasing to $5,756, $6,044, $6,346, and $6,663 after 6, 18, 30, and 42 months, respectively.
EBMUD is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, creed, sex, gender, gender identity (including transgender status), gender expression, marital or registered domestic partnership status, age for individuals age forty or older, national origin, ancestry, disability (mental or physical), medical condition (cancer and genetic characteristics), genetic information, sexual orientation, military and veterans status, family or medical leave status, pregnancy (including childbirth, lactation or related medical condition), pregnancy disability leave status, domestic violence victim status, political affiliation, and other categories protected by federal, state and/or local laws.
Requirements
The typical means of acquiring the essential knowledge and abilities for this position are completion of the 12th grade or its equivalent and a minimum of two years of clerical experience (customer service experience is desirable).
Must possess the physical characteristics needed to perform the basic duties of the job, including physical capacity to stand or sit and work using a keyboard and/or telephone for prolonged periods without a break; reach and stoop to retrieve and sort files; lift and carry equipment and materials weighing up to 20 pounds; hand-eye coordination sufficient to peruse documents during computer data entry or use of a 10-key; visual acuity to read numbers, text, computer screens and computer printouts; ability to communicate effectively in English; ability to hear effectively both in-person and on the telephone; and manual dexterity to write and operate a keyboard and 10-key.
The Most Competitive Candidates Will Also Have
- Previous experience with multi-screen computer applications that track billing, contact, and service information for accounts;
- Familiarity with and experience handling a high volume of telephone calls in a large call or contact center;
- Experience with MS Office including Word, Excel and Access;
- Excellent oral communication skills;
- Demonstrated customer service experience;
- Ability to follow policies and procedures; and
- Ability to understand complex business rules and maintain effective interpersonal working relationships.
The Selection Process
- Submit a completed EBMUD application and the required supplemental question responses online at www.ebmud.com by 4:30 p.m. Friday, April 11, 2025. It is important that your application include all relevant education and experience. Incomplete applications may be disqualified. Only the first 450 qualified applications submitted online will be accepted by the Recruitment Division during the filing period.
- Candidate must achieve a passing score on each test part in the selection process in order to advance to the next step in the selection process.
- Applications will be reviewed and those applicants meeting the requirements will be invited to an online written test tentatively scheduled for April 29 – May 1, 2025. The written test subject areas will include Call Taking; Attention to Detail; Basic Office Math/Math Calculations; Clerical Skills; Interpersonal Skills; and Written Communications.
- Those candidates scoring highest on the written test will be invited to the Panel Interview, tentatively scheduled for May 2025.
- Those passing all test parts will be placed on a hiring list, based on rank, for further consideration to fill the current vacancies, as well as others that occur during the next 12 to 24 months.
- All employment offers are conditional, pending the results of a Live Scan background screening. All selected finalists must participate in the Live Scan background screening process to remain in consideration for EBMUD employment.
- A probationary period of 6 months must be served following appointment to the position. For those holding civil service status, the probation period is 6 months.
As the first step in the selection process, responses to the supplemental questions must be submitted online with the regular EBMUD application. Please provide thorough, accurate descriptions of assignments you have personally performed. Please note that your employment history and responses to these questions will be reviewed during this selection process, and you may be disqualified if you are found to not meet the requirements of the job.
Our Excellent Benefits Package Includes
- 12 days paid vacation; 16 holidays; 13 days paid sick leave;
- Family health insurance (choice of Kaiser fully paid or Sutter Health Plus or Anthem Blue Cross 85% paid);
- Fully paid family dental and vision care plans; life insurance; long-term disability insurance;
- EBMUD Retirement Plan (reciprocal with CalPERS);
- $1,000/yr. contributed to flexible spending account or cash;
- $145/mo. public transit subsidy;
- 401(k), 401(a) and 457(b) tax-deferred retirement plans; Roth 401(k);
- $3,500/yr. tuition reimbursement;
- And opportunities for professional growth including training and career development.
Did you complete the 12th grade or its equivalent?
- Yes
- No
Do you have at least two years of clerical/customer service experience?
- Yes
- No
EBMUD’s Contact Center is a high call volume work environment. Do you have at least one year of experience in this type of environment?
- Yes
- No
Do you have experience calculating and reconciling bills for customers?
- Yes
- No
Are you willing to work in this type of environment and answer 40 to 80 monitored telephone calls per day?
- Yes
- No
EBMUD’s Mail Remittance and Processing Unit is a high-volume processing work environment. Do you have experience in a similar high volume work environment?
- Yes
- No
EBMUD’s Customer Support Program Administration is a high visibility work environment requiring outreach and extensive interactions with customers seeking information regarding qualifying for support. Do you have experience in a similar work environment?
- Yes
- No
EBMUD’s Customer Services Representatives must work on a multi-screen customer service computer application called Customer Watch. This application tracks customer billing, customer contacts and service information for individual accounts. Do you have prior experience with a computerized customer contact management and/or billing application system where use of that application was a required and significant component of your job?
- Yes
- No
If ‘yes,’ what was the name of that application? If none, indicate “N/A”
10
Do you have bilingual speaking and reading/writing comprehension skills in Chinese/Cantonese?
- Yes
- No
Do you have bilingual speaking and reading/writing comprehension skills in Chinese/Mandarin?
- Yes
- No
Do you have bilingual speaking and reading/writing comprehension skills in Spanish?
- Yes
- No
Do you have the physical capacity to stand or sit and work using a keyboard and/or telephone for prolonged periods without a break?
- Yes
- No
Do you have the physical capacity to reach and stoop to retrieve and sort files?
- Yes
- No
Can you lift and carry equipment and materials weighing up to 20 pounds?
- Yes
- No
Do you have sufficient hand-eye coordination to read documents, perform computer data entry, and a 10-key machine?
- Yes
- No
Do you have sufficient visual acuity to read numbers, text, computer screens, and computer printouts?
- Yes
- No
Are you able to conduct conversations effectively in-person, by telephone and via email?
- Yes
- No
Do you have sufficient manual dexterity to write information, as well as operate a computer keyboard and 10-key machine?
- Yes
- No
Are you willing to work paid overtime as needed?
- Yes
- No
Do you have keyboarding/typing experience?
- Yes
- No
- Required Question
Salary : $1,000 - $3,500
