Under general supervision, the Customer Service Representative II performs customer service related duties associated with collections, new business development and billing including the receipt and resolution of inquiries and processing of payments and a wide variety of general clerical duties.
Receive inquiries from customers over the phone, in person, by mail, fax and email, or through referrals
Collect and evaluate information from customers to determine the specific nature of their request and to process their requests
Investigate, research and analyze documents, historical data, billing/account statements, and other information to answer customers inquiries, process their requests, and complete specialized transactions
Process a variety of billing related duties for treated water accounts including, but not limited to, meter and register changes, adjustments, balance transfers, cancelling and creating new accounts, setting up Facilities Agreement locations, issuing work orders and generating customer letters
Research and interpret water system maps, record drawings, assessor parcel maps and jurisdiction maps to determine availability and size of existing water lines and recommend private pumping facilities or pressure regulators as appropriate
Coordinate and process work orders for installations, meter sets, inspections, fire line installations, and bypass meter replacements.
Upload and track meter readings
Verify and enter agency revenue, fees and miscellaneous service charges into proper accounts
Reconcile, log, and process payments and bills
Edit billing computer runs
Identify and research billing discrepancies
Process orders for initial institution of service, discontinuation of service, changes in billing and refund credits for customers
Review meter reads and computes usage
Distribute orders for rereading meters
Process and collect fees
Retrieve data for public records requests
Develop call lists and communicate information regarding outages and distribution system failures, hazards or damages
Keep abreast of new and special programs and changes within existing programs
Attend training to stay current in technological changes
Obtain sensitive information from customers, and other agencies or business representatives and maintain confidentiality
Perform a variety of general clerical duties including data entry, filing and maintaining records
Perform complex billing calculations
Assist with training Customer Service Representatives
Prepare and present monthly data reports
Build and maintain positive working relationships with co-workers, other Agency employees and the public using principles of good customer service
Perform other duties as required
Candidates for this highly desirable career opportunity will possess two years of increasingly responsible clerical, secretarial and administrative experience in the operation of a public utility.Experience in a water district or similar agency is highly desirable. Additionally, the following are desirable qualifications:
Education: High school diploma is required. Secondary education is preferred
Experience: Two years of progressively responsible clerical, secretarial or administrative work. Experience providing administrative support to a governance board is highly desirable.
Driver’s license: Possession of a valid California Class driver’s license and acceptable driving record.
About Foresthill Public Utility District
The Foresthill Public Utility District operates the public water system for the unincorporated community of Foresthill, California, located in Placer County, approximately 60 miles northeast of Sacramento. The District incorporates an area of approximately 13,000 acres and contains primarily residential development. The District has a population of approximately 6,000 and provides approximately 2,000 water service connections.