Customer Service Representative I/II

South Tahoe Public Utility District   South Lake Tahoe, CA   Full-time     Call Center / Customer Service
Posted on May 26, 2022
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South Tahoe Public Utility District is looking for a service oriented individual to support our utility customers with their water and sewer services. Billing, accounting, and AR experience required. Position term is limited through June 2024. High School diploma or equivalent and minimum 2 years previous experience. Salary: $4,063.- $5,785/month. DOQ.

Essential Functions

ESSENTIAL FUNCTIONS:  For Customer Service Representative I and II:
 

  1. Supports the Customer Service Manager and Customer Service Supervisor in achieving the department's and the District's mission, plans, objectives and values.
     
  2. Answers incoming telephone calls on multi-line phone system and responds to routine questions from the public using utility billing software, compiles reports and necessary documents, historical data, billing/account statements and other information necessary to answer customers' inquiries.
     
  3. Maintains and administers in-house and online customer utility accounts according to District policies and procedures and prepares reports as needed.
     
  4. Receives and records public requests for water/sewer maintenance services, and relays work orders to appropriate departments using telephone and/or two-way radio.
     
  5. Inputs service/repair requestsutilizing preventative maintenance utility software;prepares bills as needed.
     
  6. Handles dispatch of emergency calls and contacts all agencies required to be informed of such emergencies.
     
  7. Organizes and performs a variety of complex and responsible bookkeeping duties related to customer accounts, including daily maintenance and auditing of cash drawers.
     
  8. Follows appropriate District collection procedures to manage delinquent customer accounts.
     
  9. Works closely with the Inspections department to perform multiple functions associated with customer water meters.

In addition to the above, Customer Service Representative II performs the following:
 

  1. Enters final and initial meter reads into the District's billing software.
  2. Reviews and processes residential building plans to ensure compliance with District Administrative Code and applies water and sewer capacity fees and other related charges.
  3. Assists Inspection Department in the inspections of residential properties to confirm a proper sewer unit count.
  4. Assists Customer Service Manager and the Inspection Department in conducting Commercial Plan Checklist, and applies water and sewer capacity fees and other charges required to obtain service.
  5. Organizes and performs a variety of complex and responsible bookkeeping duties related to customer accounts, including:
    1. Month-end and fiscal year-end balances.
    2. Daily Compilation and calculation of deposit,
    3. Processes payments from various sources including on line; transmits deposit files to bank and performs auto posting to customer accounts.
    4. Prepares and maintains all ledgers and reports, including the Top 10 list for the Consolidated Annual Financial Report,
    5. Assists Customer Service Supervisor in reconciling utility billing to the general ledger for the Accounting Manager,
    6. Provides auditors with any reports and records as requested.
  6. Coordinates with Customer Service Supervisor to administer and maintain accurate and timely accounts receivable for residential and commercial water, sewer and street light billing accounts in accordance with the Administrative Code.
  7. Prepares demands to collect from escrow accounts and perform related duties.
  8. Assists the Customer Service Supervisor with the direction of temporary and full time staff and conducts training for new Customer Service staff.
  9. Fills in as Acting Supervisor in the absence of the Customer Service Supervisor.


Education & Experience Requirements

CSR I
EDUCATION


1. Requires high school diploma or equivalent.

EXPERIENCE 
 

  1. Customer Service Representative I requires 3 years of customer service office experience, preferably in the utility industry.
  2. Customer Service Representative II requires at least four (4)years of previous customer service office experience, preferably in the utility industry, at least one (1) year of which is as a Customer Service Representative I at South Tahoe Public Utility District. 
  3. Customer Service Representatives II requires experience in Acting Supervisor role up to 40 hours per year.


Proficiency Requirements

  1. Requires a minimum of 40 hours of training in collections and lien procedures and acting supervisor role, within twenty-four (24) months of hire date and ongoing refresher training as needed.
     
  2. Requires Notary Republic Certification within 18 months of hire depending on departmental needs.
     
  3. Requires the ability to interact with customers in the office and the field in a professional manner.
  1. Requires the ability to interpret and apply District policies, Administrative Code, regulations, procedures, standards and requirements related to area of responsibility.
     
  2. Requires the ability to communicate effectively, tactfully, and clearly in person, by telephone, and in writing with customers and other District staff.
  1. Requires proper usage of grammar, punctuation, vocabulary and spelling.
     
  2. Requires the ability to perform wide range of customer service functions with speed and accuracy and apply good judgment in recognizing scope of authority.
     
  3. Requires the ability to perform multiple and diverse tasks concurrently in a highly pressurized work environment.
     
  4. Requires the ability to perform basic and complex math computations and demonstrate proactive problem solving skills.
     
  5. Requires working knowledge of District preventive maintenance, accounting, and utility billing systems.
     
  6. Requires the ability to establish and maintain cooperative relationships with co-workers' and supervisors' diverse personalities in a team-oriented environment.
     
  7. Must be able to type at a corrected speed of 50 words per minute; accurately and efficiently operate a 10 key calculator by touch and be experienced in the input of information to computerized data base system, and cash receipts processing software.
     
  8. Requires working knowledge of current office methods, procedures, and equipment.
     
  9. Requires computer proficiency in word processing, network communication and scheduling software, and standard computer spreadsheet applications.
     
  10. Requires a valid, current drivers' license, acceptable by the State of California, with a driving record which enables insurability.
     
  11. Must have current, valid CPR and First Aid certificates or ability to obtain within two (2) years of hire date.