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Client Services Representative I/II

2 months ago

Chula Vista, California, United States Sweetwater Authority Full time

Position Overview:
As a Customer Service Representative I/II, you will engage in a variety of customer service tasks, including billing inquiries, managing delinquent accounts, cashiering duties, and resolving customer account discrepancies. This role requires extensive interaction with customers via telephone and in-person, as well as maintaining detailed records for the Customer Service division of the Sweetwater Authority's Administrative Services Department.


Department:
Administrative Services

Supervision:
This position operates under the general guidance of the Director of Administrative Services and the Customer Service Manager, with direct oversight from the Customer Service Office Supervisor. Technical and training support will be provided by the Customer Service Leadworker or Customer Service Representative II.

Key Responsibilities:
  • Process applications for water services across various account types, including residential, commercial, and public agencies.
  • Review and manage billing statements, reminder notices, and final disconnection notices.
  • Act as a cashier, balancing payments, preparing receipts, and maintaining daily cash totals.
  • Address customer inquiries and complaints regarding billing issues, rates, and service concerns.
  • Compose routine correspondence and respond to customer inquiries using knowledge of applicable rates and rules.
  • Manage online and phone payments, including processing auto pay files and payment plans.
  • Maintain accurate records of meter readings, billing discrepancies, and payment agreements.
  • Facilitate effective communication with customers, ensuring their needs are met with professionalism and courtesy.
  • Perform additional duties as assigned to support the Customer Service team.

Knowledge and Skills:
  • Familiarity with modern office practices and procedures.
  • Proficiency in computer applications, particularly Microsoft Office.
  • Strong verbal and written communication skills.
  • Understanding of customer service policies and procedures.
  • Ability to manage time effectively and maintain organized records.

Qualifications:

Any combination of education and experience that provides the necessary knowledge and skills is acceptable. A typical qualification would include:

  • Completion of high school, supplemented by coursework in business practices and computer literacy.
  • Two years of relevant experience, including at least one year in a customer service role.

Licenses/Certifications:
Must possess a valid California Class C Driver License and maintain a safe driving record.

Physical Requirements:

This role requires the ability to perform essential functions, including:

  • Hearing normal conversations in person and over the phone.
  • Mobility to reach and manipulate small objects.
  • Visual acuity to read documents and view computer screens.
  • Ability to communicate clearly in person and over the phone.
  • Capacity to sit or stand for extended periods and lift up to 25 pounds.

Working Hours:
Flexibility in scheduling is required, with hours typically falling Monday through Thursday and every other Friday off.

Professional Appearance:
Maintaining a professional image is crucial in this role, including appropriate attire and grooming standards.