Customer Services Representative I

Under general supervision, East Bay Municipal Utility District (EBMUD) Customer Services Representatives (CSRs) perform various clerical duties related to servicing customer accounts, including accepting payments, handling collections, starting and stopping service, and responding to customer inquiries and complaints in heavy call volume or processing production work environments. CSRs interact directly with customers 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.

Some specific CSR I duties include:

• 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 incoming customer calls via computer telephony.

• Entering and retrieving data from multiple software applications.

• Tracing and contacting customers for payments on overdue accounts and returned checks.

• Forwarding water and wastewater inquires for appropriate response.

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.

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 four-week on-the-job training program and a six-month probationary period to achieve permanent employment status.

The salary range is $4,493 per month increasing to $4,718, $4,954, $5,202 and $5,462 after 6, 18, 30, and 42 months, respectively. (*Please note: the salary ranges listed previously may change due to an anticipated salary increase effective in late April 2020.)

EBMUD offers an excellent benefits program that includes: paid vacation, holidays and sick leave; family health insurance coverage; family dental and vision care plans; retirement plan (reciprocal with CalPERS); 401(k), 401(a) and 457(b) tax-deferred retirement plans; transit subsidy; tuition reimbursement; and opportunities for professional growth including training and career development.

Requirements:

The typical means of acquiring the essential knowledge and abilities for this position are completion of the 12th grade or its equivalent and a minimum of two years of customer service experience.

Submit a completed EBMUD application and the required supplemental question responses online at www.ebmud.com/jobs/ by 4:30 p.m., Friday, January 17, 2020. Only application materials submitted online during the filing period will be accepted.

EBMUD is an Equal Opportunity Employer: Females/Minorities/Veterans/Disability

www.ebmud.com

Job Hotline: (510) 287-0742