Moulton Niguel Water District, CA

Receive alerts when this company posts new jobs.

Similar Jobs

Job Details

Customer Account Representative

at Moulton Niguel Water District, CA

Posted: 10/5/2019
Job Status: Full Time
Job Reference #: 2589032
Keywords:

Job Description

Overall Job Objective

Summary

THIS RECRUITMENT WILL REMAIN OPEN UNTIL FILLED AND MAY CLOSE ON OR AFTER THE FIRST APPLICATION REVIEW DATE OF FRIDAY, OCTOBER 18, 2019.

The District is searching for TWO qualified applicants for the Customer Account Representative Job Series.  These vacancies will be filled at the appropriate level based on the selected candidate's qualifications. ***NOTE*** This recruitment is for one regular full time AND one temporary part time non-benefited position. Please refer to the supplemental questionnaire for specific part time scheduling requirements. 

Customer Account Representative I & II

Under the direction of the Superintendent of Customer Service, and the direct supervision of the Customer Account Supervisor, performs general office duties related to customer service such as receiving and directing incoming calls, processing requests for service, initiating service orders, maintaining customer records, making payment arrangements, and responding to customer billing inquiries.

Customer Account Representative I: This is the entry-level classification in the job series. Incumbents work under close supervision as they learn and perform a limited range of tasks. Familiarization with the District's facilities, policies and procedures is required at this level. ($21.61 - $27.66 per hour, DOQ)

Customer Account Representative II: This is the skilled-level classification in the job series. Incumbents perform the full range of skilled duties. Assignments may encompass a variety of tasks and may seldom require detailed instructions. Must exercise sound independent judgment within established guidelines and show initiative. ($24.30 - $31.11 per hour, DOQ)

Customer Account Representative III & Senior
Under the direction of the Superintendent of Customer Service, and the supervision of the Customer Account Supervisor, performs general accounting duties related to customer billing such as processing payments, maintaining customer accounts, making payment arrangements, and responding to customer inquiries.

Customer Account Representative III: This is the journey-level classification in the job series. Incumbents perform the more complex assignments and specialized tasks in the department, requiring greater knowledge of department responsibilities and District programs gained through experience and/or training and education. Incumbents must have the ability to train and lead staff. Assignments are varied and require sound independent judgment and initiative. ($27.35 - $35.01 per hour, DOQ)

Senior Customer Account Representative: This is the advanced journey-level, working-lead class in the job series. Incumbents provide first-line direction, technical assistance and training to the assigned staff. Incumbents are responsible for assisting the supervisor in formulating and developing department goals and objectives, supervising assigned personnel and directing day-to-day activities. Duties and responsibilities are carried out with considerable independence within the framework of established policies and procedures. The work of this class involves accountability and decision-making responsibilities. ($30.77 - $39.39 per hour, DOQ)

Essential Functions

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific duties does not exclude them from the position.

Customer Account Representative I:

  1. Ability to work a multi-line switchboard and receive and direct incoming phone calls to appropriate parties.
  2. Process various customer service requests including orders for initiation or disconnection of service, service orders, billing inquiries, and name and address changes. Establish a positive relationship with the public through courteous, responsive, and professional assistance.
  3. Provide technical support to customers enrolling in electronic billing and making payments through the District's website.
  4. Perform maintenance of all computerized data including customer accounts and meter file updates/corrections. Maintain files on completed customer correspondence.
  5. Respond to customers over the telephone, by internet, in person, and in writing with information regarding their individual accounts. Issue, record, and follow up on payment arrangements, service order requests, and all related documentation on an individual customer account basis, including letters of credit.
  6. Operate all office equipment efficiently, including computer keyboard, personal computer with Word and Excel software, copier, calculator, scanner, various printers, and any automated machinery acquired in the future; may also be required to operate the OPEX Rapid Extraction Desk.
  7. Scan, index, and file records, including service orders as required.
  8. Provide back-up assistance to the accounts receivable position, including receiving and preparing customer payments for processing.
  9. Process sales and rentals of water meters and miscellaneous parts as needed.
  10. Utilize training opportunities to maintain and increase knowledge of District computer systems (i.e., JD Edwards, Excel, Word, etc.) in order to enhance job duties.
  11. Distribute incoming mail and prepare outgoing mail. Follow-up on returned customer mail (i.e., bills).
  12. Perform other duties as assigned.

Customer Account Representative II:

  1. Ability to perform essential functions of a Customer Account Representative I.
  2. Receive and process payments of water and sewer billings received via mail or in person, utilizing remittance processing equipment and software.
  3. Prepare notices and respond to customer inquiries relative to payments including deposits, customer checks, letters of credit, disconnections and reconnections.
  4. Assist with updating the Procedures Manual, including development of new procedures.
  5. Create the daily bank deposit utilizing remittance processing software. Also, deposit payments received for meter sales, miscellaneous parts and hydrant rentals.
  6. Serve as contact person for night meetings, update calendars, track payments and prepare necessary correspondence.
  7. Maintain inventory, oversee stocking and order office supplies for the main office.
  8. Research customer accounts in response to disputes, customer satisfaction surveys, etc. and prepare appropriate correspondence and/or adjustments.
Customer Account Representative III:
  1. Ability to perform essential functions of a Customer Account Representative II.
  2. Add new accounts (tracts or individual) using established guidelines.
  3. Assist with preparation of customer billings, including regular and electronic residential, commercial, recycled, hydrant, and closing bills following the established checklists, including transferring files to the District's bill printing and e.Bill service provider.
  4. Prepare active delinquent account processing, including late notices, computerized delinquent telephone call file and turn-off lists for Customer Account Supervisor's approval. Assist with telephone calls to and from customers and issuance of payment arrangements according to established policy.
  5. Prepare end-of-month delinquent closed account processing. Prepare journal adjustments as required.
  6. Prepare and distribute monthly statistical reports. Assist in the end-of-month closing and processing.
  7. Maintain delinquent accounts, including collection agency initiation, transactions, correspondence, and annual write-off balancing. File bankruptcy and Notice of Administrations claims.
  8. Process the reclaimed water conversions in cooperation with the Recycled Water Department.
  9. Maintain autopay records (automatic debit authorizations) to comply with NACHA (National Automated Clearing House Association) regulations.
  10. Process returned checks, including adjusting the account, customer notification and follow-up.
  11. Assist customers with requests for variance adjustments and rebates relating to conservation/budget billing matters. Perform adjustments to accounts.
  12. Assist with posting of various types of cash receipts and adjustments to customer accounts within established guidelines. Issue and verify required reports.
  13. Provide support to the Senior Customer Account Representative as needed.
  14. Perform special projects for the Customer Account Supervisor and the Superintendent of Customer Service.
  15. Train lower level staff and provide technical assistance with complex entries as necessary.
Senior Customer Account Representative:
  1. Ability to perform essential functions of a Customer Account Representative III.
  2. Provide support to the Customer Account Supervisor as needed. Perform special projects for the Customer Account Supervisor and the Superintendent of Customer Service.
  3. Lead and direct daily activities by providing first-line direction, technical assistance and training to assigned staff.
  4. Formulate, revise, maintain, and distribute the monthly billing/meter reading calendars to the appropriate departments.

Qualifications

One single guiding principle in every search for new Moulton Niguel Water District team members is identifying those applicants that are humble, motivated, and hard-working.  Moulton Niguel expects new team members to uphold its workplace culture of an environment in which all employees interact with co-workers, supervisors, and the public in a positive, cooperative, and supportive manner.

Any combination of education and experience that would likely provide the required knowledge, skills and abilities (KSAs) may be qualifying. A typical way to obtain the KSAs is:

Customer Account Representative I:

  1. High school diploma or equivalent certificate.
  2. Work experience in a position requiring the application of skills necessary to perform the above duties. Experience in a government setting is highly desirable.
  3. Must be able to communicate clearly, both verbally and in writing, in a polite, courteous manner.
  4. Strong background using personal computers with emphasis in word processing with proficient typing skills.
  5. Must possess and maintain a valid California driver's license and a safe driving record.
Customer Account Representative II:
  1. Meet the minimum qualifications of a Customer Account Representative I.
  2. Work experience in position requiring the application of skills necessary to perform the above duties with exemplified professional growth. Experience in a government setting is highly desired.
Customer Account Representative III:
  1. Meet the minimum qualifications of a Customer Account Representative II.
  2. High school diploma or equivalent certificate and adequate college course work in accounting.
  3. Work experience in a position requiring the application of skills necessary to perform the above duties. Experience in a government setting is highly desirable.
Senior Customer Account Representative:
  1. Meet the minimum qualifications of a Customer Account Representative III.
  2. Work experience in a position requiring the application of skills necessary to perform the above duties. Experience in a government setting is highly desirable.

Physical Qualifications

Position requires occasional stooping, bending, climbing, lifting, walking, reaching and the ability to carry and lift materials and objects weighing up to 35 pounds. Also requires extensive daily computer operation, both manual and visual; oral communication with District management, coworkers, and District customers in face-to-face, one-on-one, and group settings; regular use of the telephone for communication; operation of office equipment such as computer terminals and copiers; sitting for extended time periods and hearing and vision within normal ranges.