Customer Service Representative I
($27.
51 – $33.
44 / hour)
plus comprehensive benefits package
THE POSITION:
Under immediate supervision, performs a wide variety of routine to complex customer service functions; provides information, processes work orders, researches problems, and receives payments and deposits; processes new customer applications and new service connections; performs receptionist duties answering and routing telephone calls to the appropriate division; and performs related work as required.
Future promotional possibility into Customer Service Representative II.
Please refer to the attached job description for a complete list of duties, responsibilities, knowledge, experience, and education requirements.
Duties:
Responds to customer inquiries and complaints; provides information regarding water consumption or billing issues; provides for the resolution of unusual billing and customer cost situations
Performs the full range of customer service duties including providing and receiving account information; performs escrow verification duties; resolves issues and problems regarding the processing of orders and delinquent accounts; closes and creates field service orders; prepares notices and tags for late customers; assists customers with billing questions.
Researches rejected payments; approves or negotiates payment and credit arrangements; adjusts credit arrangements when warranted; calculates and processes billing adjustments; updates billing system database on account problems and resolution.
Performs cashier duties accepting payments in person and online.
Assists field staff in dealing with difficult customer situations; reviews daily lock-off accounts for payments received or approved credit arrangements and pulls lock-off notices when warranted.
Performs multi-line telephone operation and receptionist duties; receives and routes incoming calls and greets walk-in visitors; refers inquiries to the appropriate department and takes messages as needed.
Operates radio to dispatch field personnel for a variety of routine and emergency service calls.
Enters and retrieves information and data using standard word processing and spreadsheet software, as well as accounting, financial, and other related electronic information systems.
Knowledge of:
Practices and procedures related to accounting for receipts and the maintenance of customer accounts.
Meter service operations as they relate to customer service.
Characteristics of the DWP’s customer base and usage patterns, including typical causes for high consumption.
Methods, practices, and processes for collections and credit.
Cash handling techniques.
Methods and techniques of reconciling and balancing payments.
Laws and regulations governing collections processes.
Basic business letter writing and the standard format for reports and correspondence.
Record keeping principles and procedures.
Requirements:
Equivalent to completion of the twelfth (12th) grade, supplemented by specialized training in general office procedures, bookkeeping, or a related field.
Experience:
One (1) year of customer service experience.
APPLICATIONS OR RESUMES ARE ACCEPTED UNTIL January 19, 2024, AT 4:00 PM.
To apply for this opportunity, please visit DWP’s website at www.
bbldwp.
com/jobs for more information.
An application or resume may be submitted to rfranklin@bbldwp.
com.
As an alternative, applications or resumes may be mailed to this address:
Big Bear Lake, DWP
PO Box 1929
Big Bear Lake, CA 92315
Special Requirements
License/Certificate: Possession of a valid CA driver’s license and a satisfactory driving record is required.