Customer Service Representative III

Applications will be accepted until June 7, 2026, or until we receive 80 applications, whichever happens first. Candidates should submit their materials online as soon as possible to ensure consideration.

$70,948.80 – $95,076.80 Annually

DEFINITION

Under general supervision, provides a variety of routine to complex customer service, which involves communicating with the public; reviews and maintains customer account records related to water and wastewater service; prepares monthly and final bills for closed accounts; provides temporary relief to lower level Customer Service staff as assigned; performs related duties as required. 

CLASS CHARACTERISTICS

This is the advanced journey level class of this series, performing a variety of complex utility billing and customer service duties, including monthly & final billing of all utility accounts; provides customer service in difficult situations.; and assists with training less experienced department staff. 

SUPERVISION EXERCISED AND RECEIVED

This classification is directly supervised by the Customer Services Supervisor. It does not supervise any staff but may train less experienced staff. It is not a designated lead position and does not assume supervision of the department in the absence of the supervisor but, in that circumstance, will assist the Purchasing & Utility Manager with Customer Service issues as needed.

Essential Functions

Essential functions include, but are not limited to, the following:

• Prepares timely monthly and final bills, including delinquency notices and turn-off notices throughout staggered billing cycles; proofs meter readings and data entry for customer billings; identifies and researches apparent billing/meter read discrepancies; records meter exchange readings on appropriate accounts; tracks delinquent customer accounts in accordance with District policy; pursues repayment options through collections or liens process as required under policy;
• Processes electronic payment transactions, including bank transfers (ACH/wire) and customer payments received through the District’s online payment platform; reconciles transactions and posts payments to customer accounts in a timely and accurate manner;
• Receives and handles complex or difficult customer service calls prior to elevation to Customer Service Supervisor; assists and trains Customer Service Representative I/IIs in a variety of tasks during busy periods, including, but not limited to, answering calls, greeting customers, and mail processing;
• Composes letters regarding capacity deficiencies and monthly sewer service charges related to water service agreements; performs follow-up contact to discuss details of requirements as needed; documents customer contact and maintains customer files;
• Prepares database queries, creates reports, researches records, and analyzes gathered data related to audits, rates, and billing; maintains varied subsidiary ledgers, auditing and reconciling reports and information and posting data as required; assists in the creation, testing, and updating of processes, software, and procedures affecting the Customer Service department; 
• Operates copiers and a variety of office equipment; utilizes various computer software and programs required for the work;
• Performs duties in a professional manner and works well with others or in a team setting;
• Establishes and maintains cooperative working relationships with co-workers, outside agencies, and the public;
• Regular attendance and adherence to prescribed work schedule to conduct job responsibilities;
• Observes safe work practices and safety methods; performs other duties as assigned.

Typical Qualifications

Ideal Candidate Traits

• Demonstrated reliability, attendance, and time management;
• Shows initiative and focus on assigned work and tasks; high attention-to-detail;
• Experience with the billing principles for a utility;
• Professional and sensitive communication style with staff and customers, sometimes in tense situations;
• Critical thinking and problem-solving skills;
• Advanced skills with Microsoft Word and Excel; able to learn new technology quickly.

Knowledge, Skills, and Abilities

Knowledge of:

• Customer service and utility billing principles, methods, and practices, for in person, in writing, and over telephone; 
• Basic auditing principles and practices; 
• Office management practices and procedures, including filing and the operation of standard office equipment; office computer hardware and software, including spreadsheets and word processing; 
• Business arithmetic including percentages and decimals; 
• Correct business English usage and the standard format for typed materials; 
• Policies and procedures related to the duties of Customer Service division. 

Ability to:

• Communicate clearly and concisely, both orally and in writing; explain and apply policies and procedures; maintain effective working relationships with employees and the public;
• Understand and follow verbal and written directions; work independently; reliably and consistently attend work;
• Use initiative and sound judgment within established guidelines; analyze data and draw logical conclusions; 
• Perform mathematical computations; write reports and keep accurate records; perform clerical accounting work skillfully and accurately;
• Perform data entry with speed and accuracy; type correspondence and forms;
• Operate a computer and use a variety of computer software; operate a cash register, calculator, and other common office machines; 
• Resolve customer service issues effectively and tactfully, occasionally in strained situations.

Education & Experience

Any combination of education or experience that would likely provide the necessary knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be: high school graduation or equivalent, and three years of experience performing customer service for utility customer accounts. Experience in billing or invoicing for metered-based services is preferred. 

Licenses, Certificates, and Special Requirements

• English/Spanish bilingual desirable;
• None required; however, position-related certificates or licenses will be noted.

Supplemental Information

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Employees may be required to wear and/or use personal protective and other safety equipment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit; talk or hear; use hands and fingers to grasp and feel objects, tools, or controls; and reach with hands and arms. The employee is occasionally required to walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. 

Environment: Office environment. Frequently works in or around areas with minor amounts of dust. Some work done on ladders up to 4 feet above ground. Noise level is usually quiet.