Customer Services Representative

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 via phone/email 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:
Spanish speaking representatives are preferred.

• 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 inquiries for appropriate response.
• Ability to multi-task when servicing customer calls.

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.

This process is intended to establish a hiring list for regular, intermittent, part-time, or temporary CSR I positions that occur during the next 12 to 24 months.

The salary range is $5,810 per month, increasing to $6,101, $6,406, $6,726, and $7,062 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.

The typical means of acquiring the essential knowledge and abilities for this position are completion of the 12th grade or its equivalent and two years of clerical experience (customer service experience is desirable).

Must possess the physical characteristics to perform the critical and important duties of the job. Must be willing to work overtime as needed. Duties may require maintaining a physical condition necessary for sitting for prolonged periods of time.

• 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;
• Ability to understand complex business rules and maintain effective interpersonal working relationships.

Bilingual candidates are encouraged to apply;
Spanish speaking representatives are preferred.

Equivalent combinations of education and experience may be considered. To…