Customer Service Representative – Water Usage Specialist

Do you want to apply your expertise for a cause you can feel good about? Do you want to work for an organization that wants you to grow with it and offers tuition reimbursement, certification training, and a chance to learn about multiple industries? Come work for the Town of Leesburg, hometown of the 21st century! Located 35 miles west of the nation's capital in the heart of DC's Wine Country, you'll enjoy a vibrant and authentic community with "big city" amenities.

The Town of Leesburg strongly encourages innovation, promotes career development, and offers excellent benefits to employees. Benefits include membership to the Town's full-service recreation center, enrollment into the Virginia Retirement System, excellent healthcare insurance, and other fringe benefits.

• Life-long learner
• Strong team player
• Passionate about excellent customer service
• Desire to impart knowledge to others
• "Early adopter" of new technologies

Are you passionate about helping people and making a difference in your community? Join our Utilities team as a Customer Service Representative (Water Usage Specialist), where you’ll play a vital role in helping residents save money and protect one of our most valuable resources—water. In this dynamic field and data-driven role, you’ll investigate high water usage, identify leaks, and work directly with customers to find solutions, educate them on conservation, and ensure accurate billing.

You’ll also be able to develop outreach strategies, improve response times, and shape how we communicate with customers about water use and utility services. If you enjoy problem-solving, analyzing data, and making a real impact, this job is for you.

This position directly supports residents and businesses by identifying and responding to high or continuous water usage for the Department of Utilities. The role focuses on investigating leaks, resolving usage concerns, initiating and concluding service requests, and ensuring accurate customer records. It combines problem-solving, investigation, and customer service to carry out a wide range of responsibilities, including customer outreach, water usage education, hydrant program coordination, and support for billing processes.

This position is key in promoting water conservation and ensuring timely, effective communication with our community.

For more detailed job descriptions, please visit the Town's Job Description s page
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• HS Diploma or GED equivalent.
• Minimum of three (3) years of customer service experience.
• Possession of a valid driver's license and a safe driving record.
• Knowledge of Microsoft O365. Microsoft Excel experience.
• Proficiency with a personal computer and ability to quickly learn software applications.
• Ability to accurately perform basic mathematical computations.

• Experience in water utility.
• Experience with Munis or similar financial systems related to customer accounts and billing.
• Meter reading software experience.
• Asset management software experience.

The Town offers competitive compensation, affordable health insurance coverage, participation in the Virginia Retirement System, an optional 457(b) retirement plan with a Town matching contribution, flexible spending accounts, voluntary benefits, employee assistance program (EAP), membership to the Town's full-service recreation center, an optional payroll Roth IRA, and generous paid time off. For more information on the Town's robust benefits package, please visit the Town's Employee Benefits page.