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Customer Service Account Specialist
2 months ago
Salary:
$71, $87,110.40 Annually
Job Type:
Regular, Full-Time
Remote Employment:
Flexible/Hybrid
Department: Finance
Division: Customer Service and Meter Reading
The Alameda County Water District is actively seeking meticulous candidates who are passionate about delivering exceptional customer service for the role of Customer Account Representative. This position is designed to support an upcoming vacancy within our organization.
The Customer Account Representative operates in a dynamic, collaborative environment, engaging in various customer service functions such as billing, payment processing, collections, and account oversight. Daily interactions with customers occur through telephone, in-person, and email communications. This role is classified as entry-level within the Customer Account Representative series.
Under close to general supervision, incumbents will initially undertake basic clerical responsibilities while acquiring the skills necessary to process payments and address customer inquiries and concerns.
Preferred Qualifications:
• Excellent Communication Skills
• Exceptional Customer Service Abilities
• Proficiency in Multi-tasking
• Strong Analytical Skills
• Ability to Research Information
Key Responsibilities:
Typical duties may include, but are not limited to:
- Gathering necessary customer information to facilitate requests for initiating or terminating water services; determining deposit amounts based on established guidelines for new clients and adjusting billings as needed.
- Interpreting policies and procedures while exercising judgment to address routine customer inquiries and complaints related to billing, fees, rate structures, and district services; conducting research to resolve issues or referring them to appropriate personnel.
- Executing various billing-related tasks, including scheduling, auditing bills, rectifying billing discrepancies, reviewing customer accounts for accuracy, entering meter readings, and collaborating with field staff to verify consumption amounts and identify potential leaks.
- Assisting customers in setting up online accounts, including enrolling in payment plans, troubleshooting user issues, and resolving complex customer interactions.
- Processing customer payments, issuing receipts, and balancing daily cash receipts; verifying payments received by mail and preparing bank deposit documentation.
- Utilizing an online system extensively to manage customer service requests, post payments, and maintain master customer account files and related meter records.
- Coordinating activities of field personnel regarding new water service installations and service disconnections due to non-payment; reading maps and researching records to assist field staff.
- Issuing hydrant meters for temporary water service, processing payments, entering readings, billing for damages, and refunding deposits.
- Reviewing various customer account records for completeness and accuracy; making necessary corrections or referring issues to appropriate personnel.
- Preparing correspondence and reports related to customer service activities.
- Serving as the receptionist for administrative offices, managing all incoming calls and visitors, and directing them to the appropriate office or individual.
- Performing other related duties as assigned.
Qualifications:
Any combination of education and experience that would likely provide the required knowledge, skills, and abilities is qualifying. A typical pathway to obtain the necessary qualifications includes:
Education:
High school diploma or equivalent.
Experience:
One (1) year of full-time general office support work, which includes interpreting and explaining policies and procedures to the public.
Application Process:
Applications must be submitted online by the designated deadline. Incomplete applications will not be considered.
Benefits:
• Health Insurance through the PERS Health program
• Dental and Vision coverage fully paid for employees and eligible dependents
• Retirement benefits through CalPERS
• Life Insurance and Long-Term Disability coverage
• Paid vacation and holidays
• Tuition reimbursement for relevant courses
