Rancho Water. RANCHO CALIFORNIA WATER DISTRICT Customer Service Representative I/II - Office EMPLOYMENT OPPORTUNITY

Transcription

1 RANCHO CALIFORNIA WATER DISTRICT Customer Service Representative I/II - Office EMPLOYMENT OPPORTUNITY Rancho Water Customer Service Representative I $ $26.22 per hour Salary Range Grade Q Customer Service Representative II $ $30.35 per hour Salary Range Grade N Board of Directors Ben R. Drake President Bill J. Wilson Senior Vice President Carol Lee Brady Angel Garcia Lisa D. Herman Danny J. Martin William E. Plummer Officers Jeffrey D. Armstrong General Manager Eva Plajzer, P.E. Assistant General Manager Engineering and Operations Richard R. Aragon, CPFO Assistant General Manager Chief Financial Officer/Treasurer Jason A. Martin Director of Administration Eileen Dienzo Director of Human Resources Andrew L. Webster, P.E. Chief Engineer Kelli E. Garcia District Secretary James B. Gilpin Best Best & Krieger LLP General Counsel Rancho California Water District has one (1) full-time opening for a Customer Service Representative I/II - Office in the Customer Service/Billing Department of the Administration Division. This position reports to the Customer Service Supervisor and under immediate supervision, performs basic accounting, clerical, and customer service duties. SELECTION GUIDELINES This is a flexible staffing position; therefore, may be filled at the level I or II depending on experience. Please see the Customer Service Representative I/II - Office job description for more details. Level I - One (1) year or more of general accounting and clerical customer service, billing and/or field services experience with a public utility or equivalent. Must possess a valid California driver s license and have an equivalent to the completion of the 12 th grade. Level II - Two (2) or more years of general accounting and clerical customer service, billing and/or experience with a public utility or two (2) years of experience as a Customer Service Representative I. Must possess a valid California driver s license and have an equivalent to the completion of the 12 th grade, supplemented by specialized training in accounting and/or customer service. This is an open recruitment; therefore, internal and external applicants will compete in the same applicant pool. CLOSES THURSDAY, MAY 17, 2018 AT 5:00 P.M. TO APPLY: A required application may be downloaded at or by visiting Rancho California Water District, Winchester Road, Temecula, CA 92590, (951) Resumes will not be accepted in lieu of mandatory completion of a District application; however, resumes may be included as an attachment to the required District application. Applications with attached resumes should be ed to HR@RanchoWater.com or brought to the address listed above. Late postmarks, s and/or facsimiles are not accepted. The information contained in this bulletin does not constitute either an expressed or an implied contract of employment. The provisions contained in this bulletin are subject to change without notice at the discretion of the Rancho California Water District. Offers of employment are contingent upon the applicant s driving record being acceptable to the District s insurance carrier, successful completion of a pre-placement physical examination (which includes drug screening), clearance by a pre-placement background check, including fingerprinting, and verifying his/her right to be legally employed in the United States. It is the policy of the Rancho California Water District to assure equal employment opportunity to all persons regardless of sex, race, color, religion, national origin, age, ancestry, physical or mental disability, marital status, sexual orientation, or veteran status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Any applicant or employee who requires an accommodation in order to participate in the recruitment process should contact the Human Resources Office and request such an accommodation that he/she needs to perform the job. The District will then conduct an investigation to identify the barriers that make it difficult for the applicant or the employee. Rancho California Water District Winchester Road Post Office Box 9017 Temecula, California (951) FAX (951)

2 RANCHO CALIFORNIA WATER DISTRICT POSITION DESCRIPTION DATE: October 26, 2015 POSITION TITLE: GRADE LEVEL: SUPERVISOR TITLE: CUSTOMER SERVICE REPRESENTATIVE I/II OFFICE & FIELD Q/N Customer Service Supervisor FLSA STATUS: [ ] Exempt [X] Non-Exempt BARGAINING UNIT: [X] RCWDEA [ ] RCWD MPCEA DEFINITION Under immediate supervision, perform basic accounting, clerical, meter reading, or customer service duties. Some positions may rotate between a variety of these duties both in the office and the field. CLASS CHARACTERISTICS CUSTOMER SERVICE REPRESENTATIVE I This is the entry-level classification. Positions assigned to this level perform limited or routine accounting/clerical/meter reading/customer service duties under close supervision. Because employees in classifications at this level may be in a training capacity, such position typically does not require significant previous work experience in the applicable field. This job classification is represented by the Rancho California Water District Employees Association (RCWDEA) bargaining unit. CUSTOMER SERVICE REPRESENTATIVE II This is the journey level classification. Positions assigned to this level perform a full range of accounting/clerical/meter reading/customer service duties under general supervision. Because employees in classifications at this level are expected to be fully trained and competent, such position typically requires significant previous work experience in the appropriate field. This job classification is represented by the Rancho California Water District Employees Association (RCWDEA) bargaining unit.

3 Page 2 EXAMPLE OF DUTIES OFFICE (Duties may include, but are not limited to, the following): Perform customer service functions, such as interacting with customers in person and via telephones, answering questions, and researching customer account histories Perform billing functions, such as setting up new accounts, calculating utility bills, and cashiering Assist with general accounting functions, such as accounts payable, payroll, accounts receivable, inventory, and cash receipts Assist with and prepare journal entries, reconcile accounts and prepare work papers Perform general office functions, such as filing, data entry, and operating office equipment EXAMPLE OF DUTIES - FIELD (Duties may include, but are not limited to, the following): Read meters determined by the daily route and record reading information into electronic hand-held device by operation of the AMR collector unit Conduct customer water service requests to include turn-ons and turn-offs Deliver notifications to customers for planned shutdowns and turn-offs due to nonpayment Install up to four (4) inch construction meter Perform field verifications for meter locations Replacement of meter box lids Identify meter service and reading irregularities or inconsistencies Perform other duties as assigned QUALIFICATIONS Customer Service Representative I - Office 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 Operate 10 key by touch Type WPM Operate personal computer Compose general correspondence

4 Page 3 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 Customer Service Representative I - Field Basic word processing and computer spreadsheets, desirable Basic telephone and customer service techniques, desirable Basic organizational techniques Proper work safety standards District service routes Basic customer service principles District fees, rules and regulations Type WPM, desirable Operate personal computer 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 Accurately read and record meter information Operate electronic computerized hand-held device and AMR collector unit Use a variety hand tools Operate a two-way radio SELECTION GUIDELINES The appropriate knowledge, skills, and abilities can be achieved through a variety of combinations of experience and training. A typical example is: Experience: Office: One (1) year or more of general accounting and clerical customer service, billing and/or field services experience with a public utility or equivalent. Field: One (1) year or more of customer service and/or field services experience with a public utility or equivalent. Training: Equivalent to the completion of the 12 th grade. Licenses and Certificates: Office

5 Page 4 Field Grade D1 Water Distribution Certificate CSDHS, desirable In addition to the qualifications for Customer Service Representative I: Customer Service Representative II - Office Intermediate accounting principles Excel 2007 (including creating and modifying) and Microsoft Word 2007 Intermediate customer service principles Operate 10 key by touch Type WPM Operate Personal Computer Customer Service Representative II - Field All meter routes within District boundaries District specifications for correct meter installation and/or repair Meter size and rate flows Operate AMR mobile collector unit District policies, rules and regulations Diagnose service-related problems and provide effective solutions Assist in training new Customer Service Representatives SELECTION GUIDELINES The appropriate knowledge, skills, and abilities can be achieved through a variety of combinations of experience and training. A typical example is: Experience: Office: Two (2) or more years of general accounting and clerical customer service, billing and/or experience with a public utility or two (2) years of experience as a Customer Service Representative I.

6 Page 5 Field: Two (2) or more years of experience as a Customer Service Representative or similar position with a public utility and/or two (2) years of experience as a Customer Service Field Representative. Training: Office: Equivalent to the completion of the 12 th grade, supplemented by specialized training in accounting and/or customer service. Field: Any combination of formal or informal training and education that provides the ability to read and write at a level required to perform the assigned duties satisfactorily Licenses and Certificates: Office: Field: Grade D1 Water Distribution Certificate CSDHS, required Grade D2 Water Distribution Certificate CSDHS, desirable PHYSICAL REQUIREMENTS/WORKING CONDITIONS The essential functions of this position will require the employee to perform the following physical activities: Office: Communicate verbally with District management, co-workers and the public in face-to-face, one-to -one and group settings Regularly use a telephone or radio for communication Use office equipment such as a personal computer, copier and fax machine Sit for extended time periods during accounting and general clerical work Hearing and vision within normal ranges Reach at above shoulder heights (5%), at shoulder height (5%), below shoulder height (90%) Sufficient manual dexterity to operate equipment Field: Communicate verbally with District management, co-workers and the public in face-to-face, one-to -one and group settings Regularly use a telephone or radio for communication Hearing and vision within normal ranges Operate a District vehicle in field meter reading work Pull, push, carry, reach and lift equipment and parts weighing up to 60 lbs during field meter reading work Stoop, kneel, crouch, crawl and climb during field maintenance and repair work

7 Page 6 Extended walking and standing during field meter reading work Heavy exertion of energy during field meter reading work The essential functions of this rotating position may expose the employee to the following working conditions during Field meter reading work: Inclement weather Heights Potentially dangerous tools and equipment Traffic hazards Potentially dangerous animals and insects (dogs, bees, spiders, snakes) OTHER REQUIREMENTS Willingness to work nights, weekends and overtime, as necessary May be required to serve stand-by duty as assigned by management (field only) Employee Signature Supervisor/Manager Signature Date Date