What are the responsibilities and job description for the Customer Service Representative I-II position at Turlock Irrigation District?
JOB SUMMARY
Perform a variety of customer service related duties in support of utility and irrigation service activities involving requests for service, handling customer questions, billing, receiving and accounting for payments, providing information and maintaining related financial and irrigation records.
DISTINGUISHING CHARACTERISTICS
Customer Service Representative I
This is the entry level class in the Customer Services Representative series. This class is distinguished from the Customer Service Representative II class by the performance of the more routine tasks and duties assigned to positions within the series. Employees at this level are not expected to perform with the same independence of direction and judgment on matters related to established procedures and guidelines as are positions allocated to the II level. Since this class is typically used as a training class, employees may have only limited or no directly related work experience. Employees work under immediate supervision while learning job tasks.
Customer Service Representative II
This is the full journey level class in the Customer Service Representative series. Employees within this class are distinguished from the Customer Service Representative I by the performance of the full range of customer service duties. Employees at this level receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of the operating procedures and policies within the work unit. Positions in this class are flexibly staffed and are normally filled by advancement from level I, or when filled from the outside, require prior customer service experience.
SUPERVISION RECEIVED AND EXERCISED
Customer Service Representative I
Receives immediate supervision from supervisory and management staff.
Customer Service Representative II
Receives general supervision from supervisory and management staff.
May exercise technical supervision over less experienced customer service staff.DUTIES AND RESPONSIBLITIES
Perform a variety of general clerical duties. Provide general information on departmental and District policies and procedures as required and refer to appropriate department personnel.
Prepare and process requests for services such as: new account requests, discontinuance of accounts, transfers, and requests for irrigation water. Remotely read, seal and unseal meters and update customer account record. Identify applicable rate schedule or water charges, unique billing scenarios, deposit requirements, inspections, rental agreement, fees, outstanding balances, etc. and convey necessary information to customers. Inform irrigation customers of seasonal changes.
Sort, process and input payments. Process returned mail, improperly written checks and returned items. Prepare daily cash summary, balance daily monies received and assign to proper accounts. Reconcile deposit to receipts and balance cash drawer. Archive and maintain electronic images of processed bills.
Update and maintain water records. Monitor telemetry indicators, meters, charts and gauges. Coordinate daily water release figures for the canal system with field personnel. Process and maintain detailed water usage records for each parcel including dates and times of each irrigation. Research irrigation history, process water allocation transfers and change in flows affecting water charges.
Assist customers over the phone, in person and in writing with inquiries and complaints across a wide variety of District topics that could include, but not limited to: rate schedules, charges, account balances and histories, extensions, online services, payments, usage, refunds, programs, rebates and high bill inquiries.
Assist customers disconnected for non-payment with service restoral. Perform credit and collection duties such as place outbound collection calls and maintenance of accounts through collection process.
Identify customer service issues and conduct research; prepare work orders for field maintenance staff and communicate results to customer. Process completed tags and make any necessary account adjustments and contact customer with results.
Use a variety of tools and reports to provide detailed information to customers, maintain District programs and update customer accounts.
Assist with training of new employees and cross-training of current employees.
Perform other duties as required or assigned by supervisor.QUALIFICATIONS
Any combination of experience and education that would likely provide the required skills and abilities is qualifying. A typical way to obtain the skills and abilities would be:
Education
Customer Service Representative I-II
Equivalent to the completion of the twelfth grade. Additional specialized bookkeeping or accounting training is desirable.
Experience
Customer Service Representative I
None required.
Customer Service Representative II
Two (2) years of experience equivalent to a Customer Service Representative I at the Turlock Irrigation District.
Skills and Abilities
Interpersonal and Communication.
Customer Service Representative I-II - Ability to: understand and carry out oral and written instructions; communicate clearly and concisely, both orally and in writing; respond tactfully and courteously when answering questions and handling complaints; and establish and maintain cooperative working relationships with those contacted in the course of work. Bilingual preferred (Spanish).
Technical and Analytical.
Customer Service Representative I-II - Knowledge of: basic customer relations techniques; modern office practices, procedures and equipment including a personal computer; principles and procedures of record keeping; spelling, grammar and punctuation; and basic mathematical principles. Ability to: learn and correctly interpret and apply basic financial record keeping practices and procedures; basic bookkeeping principles; cash remittance processors and mail extractors; policies and procedures of the assigned area of responsibility; maintain a variety of financial records and files; perform varied accounting clerical work; accurately and rapidly perform mathematical calculations; operate a calculator and other office equipment; perform procedures in an organized and accurate manner; and accurately count, record and balance assigned transactions.
In addition to the qualifications for Customer Service Representative I:
Operations and Administration.
Customer Service Representative II - Knowledge of organization, procedures and operating details similar to those of the District. Ability to interpret and apply District regulations and procedures. Necessary Special Requirements
Possession of an appropriate California driver's license.
SELECTION CRITERIA
Item Percentage Required to Obtain a Passing Score
Written Examination 70%
(Portion Weight 20%)
Oral Interview 70%
(Portion Weight 40%)
Practical Test 70%
(Portion Weight 40%)
Medical Examination
This position may require a medical examination to determine medical fitness for performing the duties assigned to the position or classification.
The Turlock Irrigation District is an Equal Opportunity Employer. It does not discriminate on the basis of, race, color, ancestry, religious creed, national origin, sex, physical and mental disability, medical condition (cancer related), age (over 40), and marital status.
Assistance is available in filling out job applications for disabled individuals.
The Turlock Irrigation District's bargaining unit positions are a part of an agency shop.
Applicants will be subject to drug testing in accordance with FHWA regulations, when the position requires a Commercial Driver's License.
The Turlock Irrigation District provides reasonable accommodations to applicants and employees with a disability in accordance with federal and state law.
SUBMIT APPLICATION TO: Human Resources Department, via our web site at www.tid.org.
Please Note: This position can be assigned or rotate to both the Turlock Office and the Ceres Office.
POSTING
All applicants may apply beginning Friday, January 31, 2025 until Friday, February 14, 2025 by 4:30 p.m.
Online Written Examination Date(s): To Be Determined After Posting Closes
Internal Candidate Note: Please refer to TIDEA MOU Section 20.2 and/or MSPC Section 26.13 for additional wage information.
Human Resources
(209) 883-8253
Perform a variety of customer service related duties in support of utility and irrigation service activities involving requests for service, handling customer questions, billing, receiving and accounting for payments, providing information and maintaining related financial and irrigation records.
DISTINGUISHING CHARACTERISTICS
Customer Service Representative I
This is the entry level class in the Customer Services Representative series. This class is distinguished from the Customer Service Representative II class by the performance of the more routine tasks and duties assigned to positions within the series. Employees at this level are not expected to perform with the same independence of direction and judgment on matters related to established procedures and guidelines as are positions allocated to the II level. Since this class is typically used as a training class, employees may have only limited or no directly related work experience. Employees work under immediate supervision while learning job tasks.
Customer Service Representative II
This is the full journey level class in the Customer Service Representative series. Employees within this class are distinguished from the Customer Service Representative I by the performance of the full range of customer service duties. Employees at this level receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of the operating procedures and policies within the work unit. Positions in this class are flexibly staffed and are normally filled by advancement from level I, or when filled from the outside, require prior customer service experience.
SUPERVISION RECEIVED AND EXERCISED
Customer Service Representative I
Receives immediate supervision from supervisory and management staff.
Customer Service Representative II
Receives general supervision from supervisory and management staff.
May exercise technical supervision over less experienced customer service staff.DUTIES AND RESPONSIBLITIES
Perform a variety of general clerical duties. Provide general information on departmental and District policies and procedures as required and refer to appropriate department personnel.
Prepare and process requests for services such as: new account requests, discontinuance of accounts, transfers, and requests for irrigation water. Remotely read, seal and unseal meters and update customer account record. Identify applicable rate schedule or water charges, unique billing scenarios, deposit requirements, inspections, rental agreement, fees, outstanding balances, etc. and convey necessary information to customers. Inform irrigation customers of seasonal changes.
Sort, process and input payments. Process returned mail, improperly written checks and returned items. Prepare daily cash summary, balance daily monies received and assign to proper accounts. Reconcile deposit to receipts and balance cash drawer. Archive and maintain electronic images of processed bills.
Update and maintain water records. Monitor telemetry indicators, meters, charts and gauges. Coordinate daily water release figures for the canal system with field personnel. Process and maintain detailed water usage records for each parcel including dates and times of each irrigation. Research irrigation history, process water allocation transfers and change in flows affecting water charges.
Assist customers over the phone, in person and in writing with inquiries and complaints across a wide variety of District topics that could include, but not limited to: rate schedules, charges, account balances and histories, extensions, online services, payments, usage, refunds, programs, rebates and high bill inquiries.
Assist customers disconnected for non-payment with service restoral. Perform credit and collection duties such as place outbound collection calls and maintenance of accounts through collection process.
Identify customer service issues and conduct research; prepare work orders for field maintenance staff and communicate results to customer. Process completed tags and make any necessary account adjustments and contact customer with results.
Use a variety of tools and reports to provide detailed information to customers, maintain District programs and update customer accounts.
Assist with training of new employees and cross-training of current employees.
Perform other duties as required or assigned by supervisor.QUALIFICATIONS
Any combination of experience and education that would likely provide the required skills and abilities is qualifying. A typical way to obtain the skills and abilities would be:
Education
Customer Service Representative I-II
Equivalent to the completion of the twelfth grade. Additional specialized bookkeeping or accounting training is desirable.
Experience
Customer Service Representative I
None required.
Customer Service Representative II
Two (2) years of experience equivalent to a Customer Service Representative I at the Turlock Irrigation District.
Skills and Abilities
Interpersonal and Communication.
Customer Service Representative I-II - Ability to: understand and carry out oral and written instructions; communicate clearly and concisely, both orally and in writing; respond tactfully and courteously when answering questions and handling complaints; and establish and maintain cooperative working relationships with those contacted in the course of work. Bilingual preferred (Spanish).
Technical and Analytical.
Customer Service Representative I-II - Knowledge of: basic customer relations techniques; modern office practices, procedures and equipment including a personal computer; principles and procedures of record keeping; spelling, grammar and punctuation; and basic mathematical principles. Ability to: learn and correctly interpret and apply basic financial record keeping practices and procedures; basic bookkeeping principles; cash remittance processors and mail extractors; policies and procedures of the assigned area of responsibility; maintain a variety of financial records and files; perform varied accounting clerical work; accurately and rapidly perform mathematical calculations; operate a calculator and other office equipment; perform procedures in an organized and accurate manner; and accurately count, record and balance assigned transactions.
In addition to the qualifications for Customer Service Representative I:
Operations and Administration.
Customer Service Representative II - Knowledge of organization, procedures and operating details similar to those of the District. Ability to interpret and apply District regulations and procedures. Necessary Special Requirements
Possession of an appropriate California driver's license.
SELECTION CRITERIA
Item Percentage Required to Obtain a Passing Score
Written Examination 70%
(Portion Weight 20%)
Oral Interview 70%
(Portion Weight 40%)
Practical Test 70%
(Portion Weight 40%)
Medical Examination
This position may require a medical examination to determine medical fitness for performing the duties assigned to the position or classification.
The Turlock Irrigation District is an Equal Opportunity Employer. It does not discriminate on the basis of, race, color, ancestry, religious creed, national origin, sex, physical and mental disability, medical condition (cancer related), age (over 40), and marital status.
Assistance is available in filling out job applications for disabled individuals.
The Turlock Irrigation District's bargaining unit positions are a part of an agency shop.
Applicants will be subject to drug testing in accordance with FHWA regulations, when the position requires a Commercial Driver's License.
The Turlock Irrigation District provides reasonable accommodations to applicants and employees with a disability in accordance with federal and state law.
SUBMIT APPLICATION TO: Human Resources Department, via our web site at www.tid.org.
Please Note: This position can be assigned or rotate to both the Turlock Office and the Ceres Office.
POSTING
All applicants may apply beginning Friday, January 31, 2025 until Friday, February 14, 2025 by 4:30 p.m.
Online Written Examination Date(s): To Be Determined After Posting Closes
Internal Candidate Note: Please refer to TIDEA MOU Section 20.2 and/or MSPC Section 26.13 for additional wage information.
Human Resources
(209) 883-8253
Salary : $3,610 - $4,840
