Customer Service Representative I​/II

Position

Under general supervision of the Customer Service Office Supervisor, a Customer Service Representative I/II provides a variety of information and assistance to residential and business customers, resolves a variety of service and billing issues, and processes and maintains billing records and accounts.

This is a flexibly staffed series, and employees typically enter at the Customer Service Representative I level. A Customer Service Representative I performs routine tasks and many of the duties required of a Customer Service Representative II but is not expected to perform with the same level of autonomy. A Customer Service Representative I exercises less independent judgment and discretion and has a narrower scope of responsibility.

Upon meeting the experience requirements and performance standards of the higher level as designated by the division, an employee is promoted to the II level. The II level is the fully experienced, journey level class. If an employee enters the series at the II level, the employee must have the required experience and meet the division's competency standards.

The recruitment process will consist of an application screening, 1st round (structured) interview, and a 2nd round (selection) interview. Candidates will be notified of their status in the recruitment process via e-mail. The tentative date ranges for the interviews are listed below:

TENTATIVE SCHEDULE

OPENING DATE: July 6, 2026

CLOSING DATE: Continuous and may close at any time; therefore, the schedule for the remainder of the process will depend upon when a sufficient number of qualified candidates are received to meet business needs.

FIRST REVIEW OF APPLICATIONS: August 3, 2026, OR when 150 applications are received, whichever comes first.

1st Round Interview Date Range:
August 10 - 13, 2026

2nd Round Interview Date Range:
August 17 - 20, 2026

Researches, responds to, and resolves customer concerns and issues related to billing statements, water conservation, water budgets, water service, and water quality over the phone, in person, by mail, and via the computer; educates customers on water conservation and water budgets; explains District policies and procedures.

Assesses situations; determines appropriate action to defuse potentially difficult situations with customers within established guidelines; refers most difficult issues to higher-level customer service staff for resolution as appropriate.

Prepares and generates water and sewer billings including but not limited to batching customer accounts in preparation for billing; reviewing accounts and data transferred from field customer service activities for completeness and accuracy; computing and posting adjustments and corrections; and researching and generating specialized reports.

Schedules and coordinates inspections with field and construction crews for possible water leaks, high bills concerns, issues involving pressure; notifies field crews of main line water/sewer breaks and emergency shutdowns by way of two-way radio system or cell phone; prepares customer service orders for non-pay accounts, return checks, and verification or transfer of service, as well as other customer service issues.

Updates and closes service orders once work is complete updating the customer records and if necessary communicating the finding to the customer.

Processes and posts payments received at the counter, through the mail, by electronic funds transfer (EFT) or credit card transactions, prepares deposits; balances the cash register; reviews customer accounts making debit and credit adjustments as needed; runs and verifies all related reports; checks for accuracy of billing statements and payments made; prepares documents and records for filing.

Reviews and makes appropriate notifications or takes action concerning leakage adjustments, misread or stuck meters, nonpayment of bills, returned checks, late fees and door tag fees; posts any fees or adjustments as required.

May assist field personnel in making on-site notifications to business and residential customers concerning non-payment; advises customers of actions being taken on-site to discontinue…