What are the responsibilities and job description for the Customer Service Representative I/II position at Western Municipal Water District?
JOB
Join one of the Inland Empire's Top Places to Work in this exceptional professional levelopportunity with the Customer Service Team!Western Municipal Water District ("Western Water") is searching for a customer service champion with a passion for delivering exceptional, relationship-driven service to fill this position. In this role, you will perform routine to moderately complex customer service duties. You will be expected to approach every interaction (external and internal) with positivity and curiosity while you partner with customers to solve problems, understand needs and exceed expectations. Your daily tasks will support efficient processing of customer payments and bills for water and sewer services without losing sight of relational service delivery. We need a qualified individual who is committed to excellence, can provide the highest level of customer service, can think creatively, and enjoys working with a dedicated group of professionals.If you're a collaborative individual with strong interpersonal and communication skills, then this is your opportunity to join an exceptional agency that provides essential water and wastewater services to western Riverside County.Who we areWestern Water stands out: Western Water is one of the largest public agencies in Riverside County providing water and sewer services to nearly one million people through approximately 24,000 retail accounts and eight wholesale water agencies/cities.We see ourselves as more of a business than a bureaucracy.We view our customers as essential partners in ensuring long-term water reliability for our region; andTogether, the Western Water team is focused on being the definitive leader in water and sewer services, upholding the highest level of community trust.Western Water's vision is to integrate the best-in-business processes and business systems while developing a leading edge workforce that continuously creates greater efficiency and value for our customers.Western Water's values include: Service ExcellenceEfficiencyWater Supply ReliabilityFiscal Responsibility and ValuePublic Trust, Accountability and TransparencyEnvironmental StewardshipEmployee EmpowermentInnovationThe recruitment process may consist of any or all of the following: Written ExaminationInterviews may include: Panel InterviewDepartment Management Level InterviewFinal Interview with Executive ManagementThe ideal candidateThrives in a fast-paced environment, embraces change, and inspires a shared vision for delivering relational customer-centered strategies.Builds authentic connections with customers.Approaches each conversation with positivity and genuine curiosity about customer needs.Enjoys hard work and consistently looks for ways to improve our customers’ experience with Western Water.Transforms routine interactions into relationship-building opportunities.Delivers warm, personalized service that ensures customers feel valued and heard.Enjoys active listening, anticipating needs and finding creative solutions. Has a keen eye for process improvements and takes initiative in championing innovative service solutions.Works well independently and as part of a collaborative team.Understands that teammates are customers, too.Incumbents in this classification report to the Customer Service Supervisor and may take direction from the Senior Customer Service Representative. Western Water employees are expected to work overtime, weekends, evenings and holidays as required to accommodate Western Water's needs, in addition to responding as a Disaster Emergency Service Worker.Please note: This posting will close after receiving the first 150 qualified candidates.
EXAMPLE OF DUTIES
The Customer Service Representative I is the entry-level class in the series. Incumbents are responsible for delivering relational service experiences for customers while performing routine to moderately complex duties in payment processing, answering customer questions, and resolving customer issues and concerns. Incumbents work under close supervision while being trained and gradually work more independently as knowledge and skills increase.The Customer Service Representative II is the intermediate-level class in the series. Incumbents are responsible for performing complex and highly technical duties in preparing water service billings, processing payments, answering customer inquiries, and resolving customer concerns. Incumbents work under general supervision while exercising independent judgment within established systems and procedures.The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this classification.Engage with customers in-person, over the phone, in the field and through digital communications. Research, resolve, and respond to customer questions and concerns on accounts in-person, over the phone, and through email. When necessary, may authorize extension of time to pay bills.Explain departmental policies/procedures to customers and handles difficult customers with tact.Process applications for service, sets up new accounts, distributes information to operations staff, schedules service start-ups, and prepares welcome letters.Initiate service orders and schedules follow-up services.Receive and processes customer payments, balances cash drawer, and prepares deposits.Perform administrative duties in support of department functions, such as organizing and maintaining various files, preparing correspondence, forms, and specialized documents.Adhere to office procedures including record management policies and procedures, ensuring compliance with Western Water's record retention policy.The representative, while exercising their authority, shall abide by and promote Western Water's values and beliefs and adhere to the agency's ethics policy.Additional Essential Functions for Customer Service Representative II: Analyzes bills using Microsoft Excel with a high degree of proficiency in order to provide detailed information to customers and prepare reports for District Management.Reviews, edits, and processes meter reading route information, addresses discrepancies, and issues customer bills.Conducts collections and delinquency responsibilities.Assists in training for the Customer Service Representative I level.
SUPPLEMENTAL INFORMATION
EXPERIENCE, EDUCATION, AND LICENSING/CERTIFICATIONAny combination of experience and education that provides the required knowledge and abilities is qualifying, along with the specific licenses/certifications as outlined below: Job TitleEducationRequired/Desired ExperienceCustomer Service Representative I Equivalent to High School Diploma 1 year performing duties similar to a Customer Service Representative ICustomer Service Representative II 2 years of progressive responsibilities similar to a Customer Service Representative II~ Experience in a public utility desired. PHYSICAL, MENTAL, AND ENVIRONMENTAL REQUIREMENTS The characteristics described here are representative of those an employee encounters while performing the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical: Employees are regularly required to use repetitive motion for keyboard use and writing; frequently grasp, reach overhead, hold and reach; sit for long periods of time; occasionally walk, use staircases, stand, kneel and bend; occasionally lift and carry up to 25 pounds or 60 pounds with assistance; constantly use overall vision; and frequently hear and talk, in person and on the phone. Mental: Employees should possess the ability to speak, read, and write English, in addition to exercising math and computer aptitude as required. Employees work under pressure with frequent interruptions while communicating and interacting with a variety of District personnel, the public, and others encountered in the course of work. The ability to explain, interpret, and apply related rules, regulations, policies and procedures; and work on multiple concurrent assignments, often within tight timeframes using good business judgment is necessary. Environmental: Employees primarily work in a temperature-controlled office environment subject to typical office noise and settings. Incumbents are expected to use principles of effective safety practices including the use of equipment in a proper and safe manner, use of preventative personal ergonomic techniques, and maintaining safe personal and common workspaces. Western is a tobacco free campus prohibiting smoking and the use of smokeless tobacco products, e-cigarettes, and unregulated nicotine products in any District vehicle and building, which includes any building owned and occupied, or leased and occupied, by the District, including, Headquarters, the Operations Center, and any remote facilities owned, leased and/or operated by the District. Equal Opportunity Employment (EEO): It is the policy of the Western Municipal Water District to assure equal employment opportunity to all persons regardless of sex, race, color, religion, national origin, age, ancestry, physical or mental disability, marital status, sexual orientation, or veteran status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Any applicant who requires an accommodation in order to participate in the recruitment process should contact the Human Resources Office and request such an accommodation that he/she needs to perform the job. Western Water will conduct an investigation to identify the barriers that make it difficult for the applicant or the employee.
Join one of the Inland Empire's Top Places to Work in this exceptional professional levelopportunity with the Customer Service Team!Western Municipal Water District ("Western Water") is searching for a customer service champion with a passion for delivering exceptional, relationship-driven service to fill this position. In this role, you will perform routine to moderately complex customer service duties. You will be expected to approach every interaction (external and internal) with positivity and curiosity while you partner with customers to solve problems, understand needs and exceed expectations. Your daily tasks will support efficient processing of customer payments and bills for water and sewer services without losing sight of relational service delivery. We need a qualified individual who is committed to excellence, can provide the highest level of customer service, can think creatively, and enjoys working with a dedicated group of professionals.If you're a collaborative individual with strong interpersonal and communication skills, then this is your opportunity to join an exceptional agency that provides essential water and wastewater services to western Riverside County.Who we areWestern Water stands out: Western Water is one of the largest public agencies in Riverside County providing water and sewer services to nearly one million people through approximately 24,000 retail accounts and eight wholesale water agencies/cities.We see ourselves as more of a business than a bureaucracy.We view our customers as essential partners in ensuring long-term water reliability for our region; andTogether, the Western Water team is focused on being the definitive leader in water and sewer services, upholding the highest level of community trust.Western Water's vision is to integrate the best-in-business processes and business systems while developing a leading edge workforce that continuously creates greater efficiency and value for our customers.Western Water's values include: Service ExcellenceEfficiencyWater Supply ReliabilityFiscal Responsibility and ValuePublic Trust, Accountability and TransparencyEnvironmental StewardshipEmployee EmpowermentInnovationThe recruitment process may consist of any or all of the following: Written ExaminationInterviews may include: Panel InterviewDepartment Management Level InterviewFinal Interview with Executive ManagementThe ideal candidateThrives in a fast-paced environment, embraces change, and inspires a shared vision for delivering relational customer-centered strategies.Builds authentic connections with customers.Approaches each conversation with positivity and genuine curiosity about customer needs.Enjoys hard work and consistently looks for ways to improve our customers’ experience with Western Water.Transforms routine interactions into relationship-building opportunities.Delivers warm, personalized service that ensures customers feel valued and heard.Enjoys active listening, anticipating needs and finding creative solutions. Has a keen eye for process improvements and takes initiative in championing innovative service solutions.Works well independently and as part of a collaborative team.Understands that teammates are customers, too.Incumbents in this classification report to the Customer Service Supervisor and may take direction from the Senior Customer Service Representative. Western Water employees are expected to work overtime, weekends, evenings and holidays as required to accommodate Western Water's needs, in addition to responding as a Disaster Emergency Service Worker.Please note: This posting will close after receiving the first 150 qualified candidates.
EXAMPLE OF DUTIES
The Customer Service Representative I is the entry-level class in the series. Incumbents are responsible for delivering relational service experiences for customers while performing routine to moderately complex duties in payment processing, answering customer questions, and resolving customer issues and concerns. Incumbents work under close supervision while being trained and gradually work more independently as knowledge and skills increase.The Customer Service Representative II is the intermediate-level class in the series. Incumbents are responsible for performing complex and highly technical duties in preparing water service billings, processing payments, answering customer inquiries, and resolving customer concerns. Incumbents work under general supervision while exercising independent judgment within established systems and procedures.The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this classification.Engage with customers in-person, over the phone, in the field and through digital communications. Research, resolve, and respond to customer questions and concerns on accounts in-person, over the phone, and through email. When necessary, may authorize extension of time to pay bills.Explain departmental policies/procedures to customers and handles difficult customers with tact.Process applications for service, sets up new accounts, distributes information to operations staff, schedules service start-ups, and prepares welcome letters.Initiate service orders and schedules follow-up services.Receive and processes customer payments, balances cash drawer, and prepares deposits.Perform administrative duties in support of department functions, such as organizing and maintaining various files, preparing correspondence, forms, and specialized documents.Adhere to office procedures including record management policies and procedures, ensuring compliance with Western Water's record retention policy.The representative, while exercising their authority, shall abide by and promote Western Water's values and beliefs and adhere to the agency's ethics policy.Additional Essential Functions for Customer Service Representative II: Analyzes bills using Microsoft Excel with a high degree of proficiency in order to provide detailed information to customers and prepare reports for District Management.Reviews, edits, and processes meter reading route information, addresses discrepancies, and issues customer bills.Conducts collections and delinquency responsibilities.Assists in training for the Customer Service Representative I level.
SUPPLEMENTAL INFORMATION
EXPERIENCE, EDUCATION, AND LICENSING/CERTIFICATIONAny combination of experience and education that provides the required knowledge and abilities is qualifying, along with the specific licenses/certifications as outlined below: Job TitleEducationRequired/Desired ExperienceCustomer Service Representative I Equivalent to High School Diploma 1 year performing duties similar to a Customer Service Representative ICustomer Service Representative II 2 years of progressive responsibilities similar to a Customer Service Representative II~ Experience in a public utility desired. PHYSICAL, MENTAL, AND ENVIRONMENTAL REQUIREMENTS The characteristics described here are representative of those an employee encounters while performing the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical: Employees are regularly required to use repetitive motion for keyboard use and writing; frequently grasp, reach overhead, hold and reach; sit for long periods of time; occasionally walk, use staircases, stand, kneel and bend; occasionally lift and carry up to 25 pounds or 60 pounds with assistance; constantly use overall vision; and frequently hear and talk, in person and on the phone. Mental: Employees should possess the ability to speak, read, and write English, in addition to exercising math and computer aptitude as required. Employees work under pressure with frequent interruptions while communicating and interacting with a variety of District personnel, the public, and others encountered in the course of work. The ability to explain, interpret, and apply related rules, regulations, policies and procedures; and work on multiple concurrent assignments, often within tight timeframes using good business judgment is necessary. Environmental: Employees primarily work in a temperature-controlled office environment subject to typical office noise and settings. Incumbents are expected to use principles of effective safety practices including the use of equipment in a proper and safe manner, use of preventative personal ergonomic techniques, and maintaining safe personal and common workspaces. Western is a tobacco free campus prohibiting smoking and the use of smokeless tobacco products, e-cigarettes, and unregulated nicotine products in any District vehicle and building, which includes any building owned and occupied, or leased and occupied, by the District, including, Headquarters, the Operations Center, and any remote facilities owned, leased and/or operated by the District. Equal Opportunity Employment (EEO): It is the policy of the Western Municipal Water District to assure equal employment opportunity to all persons regardless of sex, race, color, religion, national origin, age, ancestry, physical or mental disability, marital status, sexual orientation, or veteran status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Any applicant who requires an accommodation in order to participate in the recruitment process should contact the Human Resources Office and request such an accommodation that he/she needs to perform the job. Western Water will conduct an investigation to identify the barriers that make it difficult for the applicant or the employee.
