Customer Services Representative - City of San Diego, CA

Customer Services Representative positions perform specialized and complex customer service work in a centralized utilities customer service call center section; research and resolve billing problems; process new service; service restoration requests; respond to inquiries and complaints relating to a wide variety of utility account management issues; the initiation and/or termination of water service, and report water system repair issues; research and resolve billing complaints; take applications for water turn-ons and turn-offs; reconcile and adjust customer accounts; research delinquent accounts; initiate field investigations and explain results to customers; research records to determine whether deposits are required or extensions should be granted; verify payment information; perform collection efforts on delinquent accounts; establish payment schedules for delinquent accounts; process bankruptcy notices and orders; query and post information to computerized records; explain departmental billing and collection policies and procedures to customers; and perform other duties as assigned. Customer Services Representatives communicate with internal and external customers through email, phone calls, texting, Skype, Microsoft Teams, Zoom and other communication platforms, as needed.

• Employees in job classifications represented by Municipal Employees Association (MEA) are scheduled to receive the following general wage increases:
                  4% effective 7/1/24
                  2% effective 1/1/25
                  5% effective 7/1/25  
• In addition to the scheduled general wage increases, the following special salary wage increase is also scheduled to take effect for Customer Services Representative:
                  5% effective 1/1/25
                  5% effective 1/1/26
  
• Eligible benefitted employees originally hired on or after July 10, 2021, will be automatically enrolled in the San Diego City Employees Retirement System (SDCERS).
  

• Customer Services Representative employees communicate with internal and external customers through email, phone calls, texting, Skype, Microsoft Teams, Zoom and other communication platforms, as needed.