Customer Service Representative I or II bei Otay Water District, CA

About the Department

Compensation
Customer Service Representative I: $29.88 - $37.36
Customer Service Representative II: $32.95 - $41.18

Ideal Candidate
Are you a self-starter with great attention to detail? Are you articulate and able to work in a fast-paced call center environment? Do you thrive on providing excellent customer service? If so, we would like to hear from you.

We welcome veterans and transitioning military. Are you a former service member with experience in a related field, such as Yeoman (YN), Personnel Specialist (PS), Logistics Specialist (LS) or similar occupation. If so, we encourage you to apply. Consider joining a team of dedicated professionals who work to protect and preserve water, one of our most valuable natural resources. The experience you've gained during your service can continue to impact the world with a career at Otay.

The Otay Water District offers excellent benefits, a balanced work/life environment and is a leader in the industry.

About the Position and Department
This position may be appointed at either level depending upon qualifications and experience. This position in the Finance Department reports directly to the Customer Service Supervisor and performs customer service duties involving the processing of water applications and billings, responds to customer service inquiries and complaints, and resolve customer service problems. This position is a member of a dedicated, service-oriented team where collaboration and leadership are promoted at all levels.

The Finance Department is responsible for Customer Service, Meter Services, Accounting, Accounts Payable, and Payroll and have a staff of approximately 33 employees.

Applications will be accepted until there are a sufficient number of highly qualified applicants from which to make a selection. However, for the earliest consideration, please submit your application materials by September 21, 2025. For information on the recruitment process, please go to the Employment section of our website www.otaywater.gov or click here.

Position Duties

Both Levels Include:

• Responds to routine customer inquiries and complaints via telephone, mail web or email regarding billings, operations issues and water conservation. Interprets customer accounts by using knowledge of applicable rules, ordinances, policies and rate schedules. Researches and maintains current records.
• Processes customer requested opening/closing service orders.
• Gathers information regarding ownership, boundaries and locations of property from public record deeds and maps.
• Submits service orders to field staff for a variety of operations or customer-related requests. Tracks status of service orders and follows up with field staff and customers as needed.
• Maintains records of accounts discontinued for non-payment and answers complex inquiries regarding the reinstatement of service, payment of water charges, penalties, service fees, deposits and all related follow-up.
• Calculates and processes customer account adjustments in accordance with District policy.
  Performs work as District receptionist by directing calls in a courteous and efficient manner, greeting the public and directing visitors to the proper host.
• Performs work as cashier by accepting, posting, and balancing payments with account records.
• Processes outgoing and return mail.
• Processes return payments and follows up to ensure alternative payments are received.
• Assists customers with the use of available online payment services.
• Edits, updates and requests re-reads on meter routes prior to billing when appropriate.

• Coordinates and processes permits-service orders originated by the Engineering Department for new and existing meter installations, sewer services, construction meters and fire services. Maintains records on construction meters.
• Maintains records of unpaid, closed accounts and bankruptcies and refers these accounts to a collection agency as appropriate. Processes monthly collection agency summaries.
• Prepares investigation requests for field checks on secured meters or meters with low consumption. 
• Records daily money transactions and balances cash with records.
• Prepares contact and disconnection schedule.

Minimum Qualifications

Both levels require a valid California Driver's License and a safe driving record. [This requirement is currently under review.]

Other Qualifications

Customer Service Rep. I Experience:
One (1) year of recent (within 5 years of application) customer service experience, preferably in an office or billing environment.

Customer Service Rep. II Experience:
Three (3) years of recent (within 5 years of application) customer service experience, preferably in an office of billing environment.

Education for Both Levels:
High school diploma or G.E.D. Associate's Degree desired.

This is an hourly, non-exempt position.
Otay Water District is a Smoking, Tobacco and Nicotine Free Campus.
All Otay Water District employees are at-will pursuant to California Water Code, Section 71362.