Customer Service Representative I/II

The Position:

SUMMARY DEFINITION

Under immediate (Customer Service Representative I) to general (Customer Service Representative II) supervision, performs a variety of customer service, account processing, and recordkeeping activities in support of the District’s utility billing operations; maintains frequent contact with the public providing support for a variety of billing and utility service inquiries in-person or on the phone; opens, closes, and maintains customer files and accounts; processes payments and logs account activity; performs switchboard and reception support duties; processes various applications, appeals, and variances; processes final bills to closes accounts; and performs related duties as assigned.

SUPERVISION RECEIVED AND EXERCISED

Receives immediate (Customer Service Representative I) to general (Customer Service Representative II) supervision from assigned supervisory or management personnel. Exercises no direct supervision over staff.

CLASS CHARACTERISTICS

Customer Service Representative I: This is the entry-level classification in the Customer Service Representative class series. Initially under close supervision, incumbents learn and perform a wide variety of office support, clerical duties, and activities in support of the District’s customer service functions. As experience is gained, assignments become more varied, complex, and difficult; close supervision and frequent review of work lessen as an incumbent demonstrates skill to perform the work independently. Positions at this level usually perform most of the duties required of the positions at the Customer Service Representative II level but are not expected to function at the same skill level and usually exercise less independent discretion and judgment in matters related to work procedures and methods. Work is usually supervised while in progress and fits an established structure or pattern. Exceptions or changes in procedures are explained in detail as they arise.

Customer Service Representative II: This is the fully qualified journey-level classification in the Customer Service Representative class series. Positions at this level are distinguished from the Customer Service Representative I level by the performance of the full range of duties as assigned, working independently, and exercising judgment and initiative. Positions 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 of the work unit. This class is distinguished from the Customer Service Representative III in that the latter provides technical and functional direction to low-level support staff, as assigned, and is responsible for the more complex work.

Positions in the Customer Service I/II class series are flexibly staffed; positions at the II-level are normally filled by advancement from the I-level. Progression to II-level is dependent on satisfactory work performance (an overall performance rating of “exceeds standards” or higher on most recent annual performance evaluation is required), the incumbent meeting the minimum qualifications for the classification, and management approval.

Immediate Impact: The successful candidate will be given the following objectives upon hire:

• Within 3 months, successfully complete the duties of the reception desk such as answering and routing District phone calls, greeting and assisting all incoming guests, answering customer inquiries made via email or fax, adding deposits to accounts and processing returned mail.
• Within 3 months, courteously and effectively process all incoming customer service related calls, including new customers sign-ups, service termination requests, payment arrangement processing, and bill explanations.
• Within 6 months, obtain a CSR quality call rating of 90% or higher.
• Within 12 months, be able to maintain an average handle time per customer call to within +/- 30 seconds of 4 minutes. Successfully complete customer’s payments at the front counter, verify payments and accurately create delinquent turn on service orders. Must process hydrant meter requests with all necessary documents and service orders.

The Ideal Candidate:

• Equivalent to the completion of the twelfth (12th) grade.
• For the CSRI: One (1) year of responsible clerical support experience involving a high level of public contact.
• For the CSRII: Three (3) years of increasingly responsible customer service and clerical support experience, including experience using a computerized account billing system.
• Is an effective communicator, with the ability to interact professionally and courteously with a wide range of audiences, both verbally and through written correspondence.
• Is enthusiastic, dependable, efficient and organized.
• Maintains a pleasant and professional demeanor.

Responsibilities:

• Maintains customer services files and records; accurately enters, maintains, and updates customer account information into the District’s computerized system; prepares service orders for new service open/close, meter reads, meter rereads and related matters.
• Accepts payments by phone or in person; accurately enters payments, adjustments, deposits, and address changes to customer accounts; efficiently and accurately handles cash transactions; operates cash register system; verifies accuracy of payments to accounts and balances cash drawers as directed; accesses department safe and transfer daily cash/check deposits to armed security.
• Sets up accounts for automatic deductions; researches and corrects returned payments; balances payments not entered in remittance machine and prepares them for computer entry.
• nteracts courteously with customers; answers general customer questions consistent with District policies and procedures; resolves customer billing issues in person, on the telephone or by written correspondence; follows up with customers regarding accounts; provides customer receipts.
• Mails forms and letters; replies to customer emails and maintains the customer service inbox; arranges new service set up and enters new meters into the system; processes hydrant meter applications; navigates GIS and accesses county records for owner verifications; collects fees for new meter and sewer connections; sets up construction accounts with hydrant meters.
• Monitors and closes unpaid accounts; processes delinquent turn-offs on accounts with past due bills; applies re-connect charges as required.
• Processes and generates final closing bills on closed accounts; applies adjustments to accounts; provides refunds to customers as necessary; processes reports to finance.
• Processes rate assistance applications, leak appeals and budget variances; prepares, prints, and files various listings and reports; monitors, maintains, and orders supplies for the section; maintains supply of forms, applications, door hangers and perforated paper.
• Performs switchboard operations and reception duties; receives and routes incoming telephone calls to appropriate departments; signs in and directs visitors; answers questions and provides information to callers and visitors.
• Assists with special projects and assignments as requested.
• Reads, understands, and ensures compliance with the District’s Safety Manual; attends safety meetings as required; reports all accidents, violations, or infractions to supervisor.
• Performs related duties as assigned.

Compensation:

• Medical, dental, vision, accidental death and dismemberment insurance, a life insurance policy equal to two times the annual salary for the employee and a $1,000.00 policy for eligible dependents. Benefits become effective on the first of the month following a 30-day waiting period and the Authority contributes 90% of the cost of such insurance.
• CalPERS Retirement is provided using the 2.7 at age 55 formula for “Classic” Members. Retirement is provided using the 2% at age 62 formula for “New/PEPRA” Members.
• Three deferred compensation plans to which an employee may voluntarily contribute up to $23,500 per year. The Authority does not contribute to these plans.
• Employees accrue vacation at the rate of 3.08 hours per t wo-week pay period f or the first 1 year of employment; 3.38 hours for years 1-2; 4.62 hours for years 3-4; 6.16 hours for years 5-9; 6.47 hours for years 10-12, 6.77 hours for years 13-19, and 7.0 for 20+ years of service.
• Twelve (12) paid holidays per year. Upon employment with WESA for one (1) year, employees also receive one (1) floating holiday annually.
• S ick leave is accrued at a rate of 3.70 hours per bi-weekly pay period for a total of 96.20 hours per year with unlimited accumulation.
  
• Additional benefits available include: 9/80 work schedule, Direct Deposit, Flexible Spending Accounts, Employee Assistance Program, Educational Assistance, Certification Reimbursement Program, Certification Bonus Program, Onsite Wellness Center, and two credit unions.

Our Mission: To manage our natural resources to provide reliable, cost efficient and high quality water and wastewater services for the communities we serve, while promoting conservation, environmental responsibility, educations, community interaction, ethical behavior and recognizing employees as highly valuable assets.

The Water Employee Services Authority: WESA was established as a joint powers authority between the Elsinore Valley Municipal Water District and Meeks & Daley Water Company. As a joint powers authority, WESA provides professional water and wastewater services to both agencies. WESA is committed to:

• Professionalism-Demonstrating competency while maintaining a professional demeanor and upholding a reputation for expertise, efficiency, and high quality through delivery of information, services, and products.
• Enthusiasm-Possessing a strong drive for learning, innovation, forward thinking, and the overall desire to do your job well.
• Transparency-Demonstrating high moral standards in principles, intentions and actions; conduct that encourages loyalty, integrity, and trust.
• Inclusiveness-Promoting respect and teamwork through communication and appreciation for all.
• Stewardship-Taking ownership and responsibility for assigned responsibilities, while demonstrating a proactive, positive willingness to serve.

The Application Process: If you are interested in this opportunity, submit a completed WESA employment application online at www.wesawater.com. Resumes and certifications may be included, but will not be accepted in lieu of a completed employment application. In order to be considered, applications must be received no later than Wednesday, May 14, 2025.

For questions and inquiries, please contact: Jenielle Ollerton: jollerton@evmwd.net or (951) 674-3146 ext. 8244.

Closing Date/Time: 2025-05-14

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• Water Employee Services Authority

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