Customer Service Representative I/II

About the Department

Rancho California Water District is accepting applications for a Customer Service Representative.  Interested candidates MUST include a resume, cover letter, and completed application at www.ranchowater.com/careers to be considered for this position.  We will be taking applications until Monday, December 1, 2025 @ noon. 

How to Apply...
Interested applicants must submit a completed application athttps://www.governmentjobs.com/careers/ranchowater.  The recruitment process will include, but not limited to, an application review, skills testing, and panel interview.

Schedule of Events (subject to change)

• Recruitment Closes - Monday, December 1, 2025 @ noon
• Panel Interview - Week of December 15, 2025

JOB DESCRIPTION
Under immediate supervision, perform basic billing, accounting, clerical,  or customer service duties. Some positions may rotate between a variety of these duties in the office.

CLASS CHARACTERISTICS
Customer Service Representative I
This is the entry-level classification.  Positions assigned to this level perform limited or routine billing, accounting, clerical, and customer service duties under close supervision.  Employees at this level may be in a training capacity and typically does not require significant previous work experience in the applicable field. 

Customer Service Representative II
This is the journey level classification.  Positions assigned to this level perform a full range of billing, accounting, clerical,  and customer service duties under general supervision.  Employees at this level are expected to be fully trained and competent, and typically requires significant previous work experience in the appropriate field. 

EXAMPLE OF DUTIES
Customer Service Representative I/II
Duties may include, but are not limited to, the following:

• Performs customer service functions, such as interacting with customers in person, via telephone and email and records service comments in the customer information system.
• Responds to and resolves customer account questions, problems and complaints.
• Verifies customer account information by telephone, email, mail or fax.
• Submits emergency and non-emergency requests for field service orders for meter repairs, investigation of water leaks and other problems.
• Performs billing functions, such as opening and closing accounts, calculating and processing utility bills, cashiering, calculating and processing billing adjustments and processing meter reads.
• Performs administrative duties in support of department functions such as organizing and maintaining various files, preparing correspondence, forms, and specialized documents.
• Works with delinquent account customers to establish payment arrangements to avoid shut-off; requests the preparation of payment arrangement letters for signature.
• Performs general office functions, such filing, data entry, and operating office equipment.
• Adheres to office procedures including record management policies and procedures, ensuring compliance with the District’s record retention policy.

QUALIFICATIONS
Customer Service Representative I
Knowledge of:

• Basic accounting principles.
• Basic word processing and computer spreadsheets.
• Basic telephone and customer service techniques.
• Basic filing and organizational techniques.
• Proper work safety standards.
• District service routes.
• Basic customer service principles.
• District fees, rules and regulations.

Ability to: 

• Type 30 - 35 WPM.
• Operate modern office equipment, including software applications.
• Compose general correspondence.
• Offer helpful information in order to create favorable public relations.
• Organize and prioritize a variety of assignments.
• Comply with the District’s Safety, Health and Environmental policies.

In addition to the qualifications for Customer Service Representative I:

Customer Service Representative II
Knowledge of:

• Intermediate accounting principles.
• Modern equipment and communication tools used for business functions, including computers and software programs relevant to work performed.
• Intermediate customer service principles.
• Automated meter reading systems, including the ability to identify potential leaks.
• Basic water conservation principles and programs.

Ability to: 

• Type 40 - 45 WPM.
• Operate modern office equipment and tools, including software applications.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS
The essential functions of this position will require the employee to perform the following physical activities:

Customer Service Representative I/II:

• Frequently use office equipment such as a computer, copier and FAX machine.
• Must be able to carry, push, pull, reach and lift materials and objects up to 25 lbs. 
• Extended standing, walking, sitting, reaching, stooping, and bending.
• Communicates verbally with District management, co-workers, and the public in face-to-face, one-on-one, and group meetings.
• Regularly uses a telephone or radio for communication.
• Ability to speak and hear both in person, by telephone, and radio.
• Vision within normal ranges with or without correction.
• Regular attendance. 
• Work in a temperature-controlled office environment with moderate noise.
• Occasional travel by automobile conducting District business. 

OTHER REQUIREMENTS

• Willingness to work nights, weekends and overtime, as necessary.

Other Qualifications

The appropriate knowledge, skills, and abilities can be achieved through a variety of combinations of experience and training.  A typical example is:  

Customer Service Representative I
Experience:       

Experience:	One (1) year experience of general accounting and/or clerical customer service, billing or field services experience
	Public utility experience, preferred
Education/Training:	Equivalent to the completion of the 12th grade.
Licenses and Certificates:	Valid California driver's license, required.

Customer Service Representative II
Experience:

Experience:	One (2) years experience in general accounting, clerical customer service, or billing
	Public Utility experience, required.
Education/Training:	Equivalent to the completion of the 12th grade
	Specialized training in accounting and customer service, required.
Licenses and Certificates:	Valid California driver's license, required.

Water district focused on customer service and utilities.