Customer Services Representative I

ONLY the first 450 applications demonstrating the minimum qualifications will be accepted by the Recruitment Division online at www.ebmud.com during the filing period.

Under general supervision, East Bay Municipal Utility District (EBMUD) Customer Services Representatives (CSRs) perform various clerical duties related to servicing customer accounts, including managing payments, handling collections, responding to correspondence via email, starting and stopping service, and responding to customer inquiries and complaints in a high call volume unit, processing production, or program eligibility/community support work environments. CSRs interact directly with customers to process service requests and perform other tasks related to billing, remittance processing, data entry, and provide general customer information regarding billing issues and service requests. CSRs must maintain a high productivity level while adhering to quality standards and complex business practices, policies, and procedures. Bilingual candidates are encouraged to apply.

Some specific CSR I duties include:

*Working with customer account records to verify accuracy and completeness.

*Maintaining and reconciling customer accounts and complaints.

*Estimating bills when meter readings are unobtainable.

*Obtaining customer information to begin or discontinue service.

*Verifying credit information.

*Processing payments and balancing daily receipts using a computer-based cash processing system.

*Answering a high volume of incoming customer calls via a computer telephony system.

*Responding to correspondence (i.e., emails, written requests, etc.).

*Entering and retrieving data from multiple software applications.

*Tracing and contacting customers for payments on overdue accounts and returned checks.

*Forwarding water and wastewater inquires for appropriate response.

This process is intended to establish a hiring list for regular, intermittent, part-time, or temporary CSR I positions that occur during the next 12 to 24 months.

Some positions require bilingual skills in Cantonese, Mandarin, or Spanish. Candidates who are successful in the CSR I selection process and wish to be considered for these positions must pass a standardized bilingual language skills evaluation that will test both spoken and comprehension skills.

Candidates hired must successfully complete a six to eight-week training program and a six-month probationary period to achieve regular employment status.

The salary range is $5,482 per month increasing to $5,756, $6,044, $6,346, and $6,663 after 6, 18, 30, and 42 months, respectively.

EBMUD is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, creed, sex, gender, gender identity (including transgender status), gender expression, marital or registered domestic partnership status, age for individuals age forty or older, national origin, ancestry, disability (mental or physical), medical condition (cancer and genetic characteristics), genetic information, sexual orientation, military and veterans status, family or medical leave status, pregnancy (including childbirth, lactation or related medical condition), pregnancy disability leave status, domestic violence victim status, political affiliation, and other categories protected by federal, state and/or local laws.

The typical means of acquiring the essential knowledge and abilities for this position are completion of the 12th grade or its equivalent and a minimum of two years of clerical experience (customer service experience is desirable).

Must possess the physical characteristics needed to perform the basic duties of the job, including physical capacity to stand or sit and work using a keyboard and/or telephone for prolonged periods without a break; reach and stoop to retrieve and sort files; lift and carry equipment and materials weighing up to 20 pounds; hand-eye coordination sufficient to peruse documents during computer data entry or use of a 10-key; visual acuity to read numbers, text, computer screens and computer printouts; ability to communicate effectively in English; ability to hear effectively both in-person and on the telephone; and manual dexterity to write and operate a keyboard and 10-key.

The most competitive candidates will also have:

*Previous experience with multi-screen computer applications that track billing, contact, and service information for accounts;

*Familiarity with and experience handling a high volume of telephone calls in a large call or contact center;

*Experience with MS Office including Word, Excel and Access;

*Excellent oral communication skills;

*Demonstrated customer service experience;

*Ability to follow policies and procedures; and

*Ability to understand complex business rules and maintain effective interpersonal working relationships.

Equivalent combinations of education and experience may be considered. To be considered under the "equivalent combination of education and experience" provision, it is your responsibility to include in your application materials written evidence of employment performed at the level of the typical duties of this position and/or coursework in subject areas directly related to this position. For more information, see our FAQ page at http://www.ebmud.com/jobs/job-resources/job-faqs-frequently-asked-questions/.

1.Submit a completed EBMUD application and the required supplemental question responses online at www.ebmud.com by 4:30 p.m. Friday, April 11, 2025. It is important that your application include all relevant education and experience. Incomplete applications may be disqualified. Only the first 450 qualified applications submitted online will be accepted by the Recruitment Division during the filing period.

2.Candidate must achieve a passing score on each test part in the selection process in order to advance to the next step in the selection process.

3.Applications will be reviewed and those applicants meeting the requirements will be invited to an online written test tentatively scheduled for April 29 - May 1, 2025. The written test subject areas will include Call Taking; Attention to Detail; Basic Office Math/Math Calculations; Clerical Skills; Interpersonal Skills; and Written Communications.

4.Those candidates scoring highest on the written test will be invited to the Panel Interview, tentatively scheduled for May 2025.

5.Those passing all test parts will be placed on a hiring list, based on rank, for further consideration to fill the current vacancies, as well as others that occur during the next 12 to 24 months.

6.All employment offers are conditional, pending the results of a Live Scan background screening. All selected finalists must participate in the Live Scan background screening process to remain in consideration for EBMUD employment.

7.A probationary period of 6 months must be served following appointment to the position. For those holding civil service status, the probation period is 6 months.

As the first step in the selection process, responses to the supplemental questions must be submitted online with the regular EBMUD application. Please provide thorough, accurate descriptions of assignments you have personally performed. Please note that your employment history and responses to these questions will be reviewed during this selection process, and you may be disqualified if you are found to not meet the requirements of the job.