The District is recruiting to fill vacancies for regular, full-time Utility Billing & Customer Services Representative I/II positions in the Utility Billing & Customer Services Division of the Administrative Services Department.

Under direct or general supervision, performs a variety of routine billing, accounting, and financial duties related to customer accounts for water and sewer services; has frequent contact with the public providing customer services associated with utility payments, requests for service, responding to complaints, and providing information; works closely with field operations to assess needed repairs; and performs other related duties as required.

The ideal candidate will have experience in maintaining and updating customer accounts and have experience providing high quality customer service. The successful candidate will have experience in utility billing, particularly from meters or advanced metering infrastructure (AMI), and customer collections. The ideal candidate will be familiar with or have experience using customer account software, particularly Tyler MUNIS or Eden.

SUPERVISION RECEIVED AND EXERCISED

Utility Billing & Customer Services Representative I
Receives direct supervision from the Utility Billing & Customer Services Supervisor. Receives technical and functional direction and training from the Senior Utility Billing & Customer Services Representative. Exercises no direct supervision over staff.

Utility Billing & Customer Services Representative II
Receives general supervision from the Utility Billing & Customer Services Supervisor. Receives technical and functional direction and training from the Senior Utility Billing & Customer Services Representative. Exercises no direct supervision over staff.

• Handles customer inquiries and complaints in person, via telephone, or via email, completing research and following up with customers as needed; represents the District to all callers and visitors in a professional and customer friendly manner; interprets policies and procedures, and explains rate calculations, service fees, and billing processes; negotiates payment arrangements to bring delinquent accounts current, and communicates with responsible parties regarding returned items for payment replacement.
• Processes service requests from customers and/or Field Operations staff; schedules and dispatches field personnel including turn-ons, turn-offs, customer complaints, and other service requests; assists in the preparation of special reports related to customer billing and customer satisfaction.
• Operates specialized computer billing systems; prepares, audits, and sends bills; sets up new accounts and calculates and issues credits to accounts as necessary.
• Receives and processes customer payments and District fee checks in person and by mail; makes change and issues receipts; balances cash receipts, reconciles customer payments, and generates end of day reports; utilizes remittance processing software to create and transmit daily electronic deposit files to the bank; using a 10-key, scans bar code payments and manually enters non-bar code payments; verifies balance is accurate.
• Analyzes meter data prior to billing to identify irregularities; evaluates consumption data and notifies customers of possible water leaks or malfunctioning systems on their property; educates customers and assists them using the services and technology available.
• Processes and prepares the necessary documents and/or notices with regard to meter exchanges.
• Performs audit processes to initiate and prepare notifications for service disconnection; handles customer inquiries and payments related to reactivation of service; escalates issues appropriately and timely.
• Processes non-collectable final bills and returned mail and determines the action to be taken; issues refund credits to closed accounts.
• Handles all administrative requirements to issue construction meters to fulfill temporary water service requirements.
• Assists in training lower-level and new staff as required.
• Builds and maintains positive working relationships with co-workers, other district employees, and the public.
• Drives a motor vehicle.
• Performs other related duties as assigned.

The minimum qualifications described on class specifications represent the typical way to obtain the required knowledge, skills and abilities to perform the essential duties of the job. Any combination of education, licensing, and/or experience which has provided the knowledge, skills and abilities necessary to perform the job satisfactorily may qualify the candidates to be considered for open positions in the class specification.

Utility Billing & Customer Services Representative I

• Equivalent to the completion of the twelfth (12th) grade.
• One (1) year of experience in a direct customer contact role, in cash handling, and with records maintenance.

• Equivalent to the completion of the twelfth (12th) grade.
• Two (2) years of increasingly responsible experience in a direct customer contact role, in maintaining financial and statistical records, and performing data-entry into software systems, comparable to that of a Utility Billing & Customer Services Representative I.

Possession of a Class C driver's license by the State of California, Department of Motor Vehicles, is required to perform the duties of the position. Continued maintenance of said driver's license in compliance with established District vehicle operation standards, and the ability to be insured for the operation of a vehicle/District vehicle in accordance with the terms and conditions of the District's insurance program are conditions of continuing employment. The CSRMA driving standards are included herein by reference.

DISASTER SERVICE WORKER

All Dublin San Ramon Services District employees are, by State and Federal law, Disaster Service Workers. The roles and responsibilities for Disaster Service Workers are authorized by the California Emergency Services Act and are defined in the California Labor Code. In the event of a declaration of emergency, any employee of the District may be assigned to perform activities which promote the protection of public health and safety or the preservation of lives and property. Such assignments may require service at locations, times, and under conditions that are significantly different than the normal work assignments and may continue into the recovery phase of the emergency. If a “Local Emergency” is declared during the employee’s shift, employees will be expected to remain at work to respond to the emergency needs of the community. If a “Local Emergency” is declared outside of the employee’s shift, employees must make every effort to contact their direct supervisor or department head to obtain reporting instructions as Disaster Service Workers.

SELECTION PROCEDURE

The selection process may consist of an evaluation of the applicant's qualifications, supplemental questionnaire, appraisal board interview, written examination, practical exercise and/or internal Department interviews, reference check, and a review of prior performance evaluations. Upon completion of the selection process, an offer of employment may be conditionally based upon the successful completion of a criminal background check and pre-employment medical exam.

RECRUITMENT TIMELINE
Application Deadline: Thursday, May 18, 2023, at 5:00 p.m.
Written Exam (in-person): Tentatively scheduled for Thursday, June 1, 2023
Appraisal Board Interview (virtual): Tentatively scheduled for Thursday, June 22, 2023
Hiring Interview (in-person): Tentatively scheduled for the week of June 26th
Please note: All dates are subject to change.

APPLICATION PROCEDURE

To apply, complete a District online employment application and supplemental questionnaire by the final filing date of Thursday, May 18, 2023, at 5:00p.m.