Customer Relations Representative II

Meet Santa Margarita Water District 

Santa Margarita Water District is a dynamic, forward-thinking agency dedicated to delivering high-quality potable water, recycled water, and wastewater services to its 200,000 customers across Southern Orange County. As one of the region’s largest and most impactful utilities, we are committed to the highest standards of transparency, innovation, and environmental stewardship. 

Our people drive our progress, innovation, and results. Our collaborative, human-first culture fosters the sense of fun, comradery, and a rewarding sense of purpose as we do work that matters. 

Dynamic teams of intelligent individuals work collaboratively to achieve SMWD’s goals and solve challenges with a common aim that fosters a unique bond that is not often found in governmental agencies. 

Santa Margarita Water District’s values include: 

• Exemplary service excellence 
• Intelligent innovation that is forward-thinking and adaptive 
• Ethical fiscal responsibility and transparency 
• Environmental and resource stewardship 
• Employee development and leadership training 
• Building relationships that strengthen communities 

 

Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed by individual positions.

JOB SUMMARY

Under general supervision, performs a variety of routine to complex customer service functions including responding to requests regarding water service and researching, responding to and resolving service and billing problems and making payment arrangements by telephone, web, online chat or in person; gener­ates field activity requests when needed; investigates and resolves customer account issues; provides information on programs and services; ensures that customer interactions meet high standards for the customer experience; and performs related duties as assigned.

DISTINGUISHING CHARACTERISTICS

Customer Relations Representative II: This is the full journey-level class in the Customer Relations Repre­sentative series performing the full range of customer service duties including cashiering, data entry, billing, public contact, and general office support duties with only occasional instruction or assis­tance. Positions at this level are distinguished from the Customer Relations Representative I level by the performance of the full range of duties as assigned, working independently, applying well developed customer service knowledge, and exercising judgment and initiative. Positions at this level receive only occasional instruction or assistance as new or unusual situations arise, and are fully aware of the oper­ating procedures and policies of the work unit. Work is normally reviewed only on completion and for overall results. Positions in this class series are flexibly staffed, and positions at the Customer Relations Representative II level are normally filled by advancement from the Customer Relations Representative I level.

Customer Relations Representatives I/II reports directly to the Customer Relations Supervisor or his/her designee.

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 statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this class.

1. Responds to customer requests in person, by telephone, email, mail or live chat to initiate, update or terminate residential, commercial and temporary construction water service accounts; explains billing practices and rates; initiates and processes service turn-on or turn-off requests, accounts and field work orders.
2. Prepares and posts account, service, comment and payment data to customer account records by computer; processes auto-payment applications.
3. Assists customers with the use of available online payment services.
4. Answers questions by telephone, email and in person about utility bills; reviews consumption history; conducts research to answer customer inquiries; submits field requests for meter rereads and meter tests; reviews field results; estimates and recommends billing adjustments; follows up with customers to provide information on actions taken.
5. Responds to and resolves customer account questions, problems and complaints; verifies customer account information by telephone, email, mail, live chat or in person; submits emergency and non-emergency requests for field service orders for meter repairs, investigation of water leaks and other problems.
6. Reverses late fees/final notice fees, provides extensions for delinquency payments, reduces or waives deposits, reduces shut-off processing fees following established procedures.
7. Serves as cashier; accepts and applies over-the-counter payments for a variety of District services including water utilities; enters payments into computer; balances receipts, counting and verifying money received; prepares deposits. 
8. Performs general receptionist duties at front counter including notifying employees of appointment arrivals, directing calls and accepting various packages and deliveries.
9. Processes returned mail and e-bills noting in account records and contacting the customer to ensure they are in receipt of bill. 
10. Performs related duties and responsibilities as required.

Requisite Abilities/Qualifications & Guidelines:

Knowledge of: 

1. Customer service practices and customer-oriented telephone etiquette. 
2. Standard office practices and procedures 
3. Business communication practices; correct English usage, including spelling, grammar and punc­tuation.
4. Meter service and field operations and maintenance issues, including shut-downs, water outages and leaks, and field operations methods and procedures.
5. Boundaries of the District service area and characteristics of its customer base, including typical causes for high water consumption.
6. District water service rules, policies, practices and procedures for billing, collections and credit.
7. Principles and practices of sound business communication; correct English usage, including spelling, grammar and punctuation.
8. Safety policies and safe work practices applicable to the work.
9. Records management, recordkeeping, filing and basic purchasing practices and procedures. 
10. Uses and operations of computers, standard business software and specialized database and spread­sheet applications.

Ability to:

1. Quickly, efficiently and calmly handle a high volume of customer interactions on a wide range of issues by telephone and in person.
2. Understand, interpret, explain and apply complex District rules regarding water service rates and policies.
3. Handle sensitive customer relations situations tactfully and effectively and defuse situations that are highly emotional and volatile.
4. Balance cash receipts and maintain accurate financial records. 
5. Operate a computer, standard business software and a variety of computer software programs and databases related to area of assignment.
6. Reach sound decisions in accordance with District policies and procedures.
7. Prepare clear and accurate reports, documents, data entries and files.
8. Communicate effectively, both orally and in writing. 
9. Understand and follow written and oral instructions. 
10. Establish and maintain effective working relationships with all those encountered in the course of work.

QUALIFICATIONS

Any combination of experience and training that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Education, Training and Experience:

Graduation from high school or GED equivalent, and two years of responsible experi­ence in a customer service field; or an equivalent combination of training and experience. Experience in a public agency is preferred.

Licenses; Certificates; Special Requirements:

Possession of or the ability to obtain a valid California Class C driver’s license and the ability to maintain insurability under the District’s vehicle insurance program.

Additional Information:

PHYSICAL AND MENTAL DEMANDS 

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

Physical Demands 

While performing the duties of this job, the employee is regularly required to sit, walk and stand; reach with hands and arms; and perform repetitive movements of hands or wrists. The employee is frequently required to lift up to 25 pounds unaided. Specific vision abilities required for this job include close vision and the ability to adjust focus. 

Mental Demands 

While performing the duties of this class, an employee uses written and oral communication skills; reads and interprets data, information and documents; analyzes and solves problems; uses math and mathe­matical reasoning; observes and interprets people and situations; learns and applies new information and skills; performs highly detailed work; deals with changing deadlines, constant interrup­tions and multiple concurrent tasks; and interacts with others encountered in the course of work, including frequent contact with customers and/or the public and dissatisfied/abusive individuals.

WORK ENVIRONMENT

Employees work in an office environment where the noise level is usually quiet to moderate.