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Customer Service Representative

Company: Padre Dam Municipal Water District
Location: Santee
Posted on: September 19, 2022

Job Description:

JOBPadre Dam MWD is looking for a individual with an outgoing personality to work on the District's Customer Service Team.Customer Service Reps (CSR's) play a critical role in providing an interface between the customer and the District and present themselves in a welcoming and professional manner. CSR's possess the skills required to communicate clearly and professionally, both verbally and in writing. They are able to convey, educate, demonstrate and discuss various topics with internal and external customers. CSR's have a highly developed sense of integrity, commitment to customer satisfaction and listening skills. They possess a passion for excellence with respect to customer care. The CSR demonstrates a strong work ethic and is a team player. The CSR has a strong attention to detail and computer skills that transfer to all financial and technical interfaces used. CSR's have a high level of accuracy and the skills required to work with invoicing, accounting, payments and delinquent customer accounts while respecting the confidentiality of sensitive information. Duties might include: utilizing Padre Dam's computer billing system to calculate and produce potable water/recycled water/wastewater billing statements; handling a large volume of incoming customer calls with follow-up via phone call, email or written correspondence, establishing new accounts, entering new services and comments; and posting payments, creating and processing computer queries for customer and statistical reporting; directly troubleshooting customer issues by researching and resolving problems; explaining, educating and enforcing Padre Dam's policies and regulations; use MS Office Suite on a daily basis for scheduling and preparing a variety of correspondence and documents; implementing Padre Dam security procedures relating to visits with the Administration building; and other duties as required.EXAMPLE OF DUTIESAssists customers either by phone, in person, by mail or e-mail regarding questions and problems related to their account(s) including leaks, services, billing, and field service requests. Researches and resolves customer and District problems. Explains, educates, and enforces Padre Dam policy and procedures.Answers phones, greet visitors, handles vendor pick-ups and deliveries, direct inquiries to appropriate staff/locations, and process all Administration Building payments through cash register.Performs billing activities including data entry, running computer programs, analyzing reports, researching and correcting accounts; contacting customers; calculating and reviewing charges; preparing and transferring electronic file for bill creation; and resolving related billing problems.Collects receivables and deposits by processing incoming payments, enter data into computerized billing system; ; and balance daily payments and receipts;Process returned payments.Process lien and monitor tax assessment activity;Balance weekly billing receivables and deposits and quarterly capacity/installation liability accounts.Processes incoming, outgoing and interoffice mail; prepares and runs computer programs to create, print, mail, and/or email informational packets.Prepares a variety of forms and documents such as correspondence, notices, schedules, service information and reports using MS Office Suite, spreadsheets and custom software and maintains customer and District files and/or records ensuring complete and accurate information is provided.Determines, creates and maintains department calendar in relation to workload assignments, personnel schedule and department coverageReviews, researches and responds to formally appealed charges using judgment to determine appropriate level of adjustment(s).Performs other duties of a similar nature or level.MINIMUM QUALIFICATIONSKnowledge(position requirements at entry):Customer Service etiquette and techniquesGeneral accounting principles.Standard office practices and procedures.Basic knowledge of MS Office Suite (Outlook/Word/Excel) Business communication practices; correct English usage; including spelling, grammar and punctuation.Boundaries of the District's service area and characteristics of its customer base, including typical causes for high consumption.District water/sewer service rules, policies, practices and procedures for operations, field services, billing, collections and credit.Skills(position requirements at entry):Ability to handle sensitive customer situations calmly and defuse such situations using diplomacy, tact and decisiveness.Making reasonable deductions and judgments to resolve customer issues and perform job related duties;Ability to maintain accurate and complete records with respect to the confidentiality of information.Ability to effectively process a high volume of customer interactions via telephone, email, or in-person adhering to customer service standards.Ability to recognize and document Red Flag Alerts and Identity Theft,Ability to communicate clearly and effectively, both verbally and in writing.Excellent interpersonal skills as applied to interaction with coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to receive work direction in a positive manner.Training and Experience (position requirements at entry):High School Diploma or General Equivalency Diploma (G.E.D.) and two years experience working in an office setting with considerable customer contact and six months or more data entry experience; or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.Licensing Requirements (position requirements at entry):Valid California Driver's LicenseSUPPLEMENTAL INFORMATIONWritten Testing for this position will occur in mid October and interviews will be held at the end of October.

Keywords: Padre Dam Municipal Water District, Santee , Customer Service Representative, Hospitality & Tourism , Santee, California

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