The Customer Service Specialist is responsible for establishing and maintaining positive and professional relationships with the customers and vendors of Water District 7. This includes timely processing of customer payments and customer account administration, with a keen attention to detail and accuracy. The ability to multi-task is essential. In addition to excellent communication skills, both oral and written, the CSAAC assists with processing a variety of complex administrative tasks in support of the Manager. The CSAAC demonstrates exceptional problem-solving skills and a strong commitment to teamwork.

Job Scope:

Work is performed with a substantial degree of independence within a framework of prescribed policies, procedures and time sensitive tasks. Good judgment, discretion and ability to maintain confidential information is expected. The CSAAC provides a broad range of support to the District’s front office & Manager, and must be able to prioritize multiple projects and learn new tasks quickly.

Essential Duties and Responsibilities: 

• Demonstrates a thorough understanding of Water District Rules and Regulations, By-laws and other standards as they apply to customers.
• Provides courteous and efficient service to customers at the front desk, phone or email/written correspondence.
• Ability to multi-task in a fast-paced environment and operate without a great deal of supervision for daily assignments.
• Exercise good judgment and a strong attention to detail when working in customer accounts.
• Demonstrates a commitment to continuous professional self-improvement by quickly learning any new processes or software utilized by Water District No. 7.
• Demonstrates ability to communicate by telephone and in writing with customers concerning billing issues.
• Create & Maintain customer accounts in the District’s meter reading software, Neptune, and CUSI billing system; recording transfer information, processing final readings, tracking work orders, and entering/deleting customer’s bank account info for ACH payments.
• Initiates adjustments to accounts to correct billing errors, process returned checks, credit customers for flushing service lines or for leak adjustments.
• Performs billing duties and customer service functions for the District’s customer base.
• Processes the monthly billing, generates bills and completes the mailing of bills.
• Enters payments into the billing system daily. Balances the daily receipts and provides them to a counterpart, designated by the Manager, for confirmation.
• Processes late fees on accounts not paid by the due date.
• Creates list of past due accounts scheduled for shut-off. Mails shut-off notice to customers. If payments are not made by the date due, creates work orders for shut-offs.
• Conducts emergency notifications to customers of interruptions to water service.
• Downloads meter readings into the CUSI billing system. Reviews readings and creates work orders for reading errors, high usage or no reading captured.
• Prepares month end reports.
• Creates work orders for meter checks related to customer requests, leak detection, etc.
• Keeps the billing system current with the Water District’s rate changes as well as state and local sales tax rates.
• Provides back-up support to all positions in the District’s office.
• Maintains communications and updates for the District’s website.
• Performs other related duties as deemed necessary or as required by Manager.

Education, Certification, and Experience Requirements:

Associates degree in finance, public administration, business administration or related field with a minimum of two (2) years’ experience in municipal utility operations or related field or any combination of education, training or experience which provides the required knowledge, skills, and ability.

Skills, Knowledge and Abilities:

Knowledge of accounting principles and practices and of their application to utility systems. Knowledge of utility billing procedures. Ability to apply knowledge of accounting to the maintenance of varied accounts.

Ability to understand and carry out oral and written instructions and to develop working procedures appropriate to objectives desired. Excellent customer service skills are required. Strong analytical skills, and administrative experience are necessary. The ability to work in a fast-paced environment and to multi-task are essential. Ability to establish and maintain effective working relationships with supervisors, other employees, and the general public.

Tools and Equipment Used:

Network computer system operating utility billing software; meter reading software; website; personal computer operating word processing, experience in Quick Books is preferred, spreadsheet and data base software; 10-key calculator; telephone; copier; facsimile; and postage meter.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to

successfully perform the essential functions of this job. Reasonable accommodations may be made to enable

individuals with disabilities to perform the essential functions. The employee is frequently required to walk;

use hands to operate, finger, handle or feel objects, tools, or controls; and reach with hands and arms.

The employee must lift and/or move up to 20 pounds occasionally. Specific vision abilities required by this

job include close vision and the ability to focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee normally works within an office environment. The noise level is usually moderately quiet.

Selection Guidelines:

Formal application; rating of education and experience; oral interview, reference check; and post-offer background and drug screening. Job related tests may be required.

REQUIRES a valid state-issued driver’s license and a pre-employment drug screen and driving record review.