JOB
Under general supervision of the Customer Service Office Supervisor, a Customer Service Representative I/II provides a variety of information and assistance to residential and business customers, resolves a variety of service and billing issues, and processes and maintains billing records and accounts.
This is a flexibly staffed series, and employees typically enter at the Customer Service Representative I level. A Customer Service Representative I performs routine tasks and many of the duties required of a Customer Service Representative II but is not expected to perform with the same level of autonomy. A Customer Service Representative I exercises less independent judgment and discretion and has a narrower scope of responsibility. Upon meeting the experience requirements and performance standards of the higher level as designated by the division, an employee is promoted to the II level. The II level is the fully experienced, journey level class. If an employee enters the series at the II level, the employee must have the required experience and meet the division’s competency standards.
The recruitment process will consist of an application screening, 1st round (structured) interview, and a 2nd round (selection) interview. Candidates will be notified of their status in the recruitment process via e-mail. The tentative date ranges for the interviews are listed below:
TENTATIVE SCHEDULE
OPENING DATE: July 6, 2026
CLOSING DATE: Continuous and may close at any time; therefore, the schedule for the remainder of the process will depend upon when a sufficient number of qualified candidates are received to meet business needs.
First Review of Applications: August 3, 2026, OR when 150 applications are received, whichever comes first.
TENTATIVE SCHEDULE
1st Round Interview Date Range: August 10 - 13, 2026
2nd Round Interview Date Range: August 17 - 20, 2026
EXAMPLE OF DUTIES
Researches, responds to, and resolves customer concerns and issues related to billing statements, water conservation, water budgets, water service, and water quality over the phone, in person, by mail, and via the computer; educates customers on water conservation and water budgets; explains District policies and procedures.
Assesses situations; determines appropriate action to defuse potentially difficult situations with customers within established guidelines; refers most difficult issues to higher-level customer service staff for resolution as appropriate.
Prepares and generates water and sewer billings including but not limited to batching customer accounts in preparation for billing; reviewing accounts and data transferred from field customer service activities for completeness and accuracy; computing and posting adjustments and corrections; and researching and generating specialized reports.
Schedules and coordinates inspections with field and construction crews for possible water leaks, high bills concerns, issues involving pressure; notifies field crews of main line water/sewer breaks and emergency shutdowns by way of two-way radio system or cell phone; prepares customer service orders for non-pay accounts, return checks, and verification or transfer of service, as well as other customer service issues. Updates and closes service orders once work is complete updating the customer records and if necessary communicating the finding to the customer.
Processes and posts payments received at the counter, through the mail, by electronic funds transfer (EFT) or credit card transactions, prepares deposits; balances the cash register; reviews customer accounts making debit and credit adjustments as needed; runs and verifies all related reports; checks for accuracy of billing statements and payments made; prepares documents and records for filing.
Reviews and makes appropriate notifications or takes action concerning leakage adjustments, misread or stuck meters, nonpayment of bills, returned checks, late fees and door tag fees; posts any fees or adjustments as required.
May assist field personnel in making on-site notifications to business and residential customers concerning non-payment; advises customers of actions being taken on-site to discontinue service and methods for reinstating same; works closely with standby personnel for any issues that may arise after-hours.
Verifies account balances on closed accounts status report; transfers balances to open accounts when appropriate; refers accounts to pre-collection agency; posts payments received and updates agency as needed; communicates actions taken to customers, collection agencies, and accounting department. Notes accounts with bankruptcy/foreclosure information and follows-up process until complete, making any necessary adjustments to customer accounts.
Reviews data transferred from meter reading and customer service input to assure accuracy. Investigates and troubleshoots billing issues. Conducts research, generates computer queries, and analyzes data to detect anomalies and determine the cause for charge and billing inaccuracies. Carries out activities to compute and generate customer billings, including delinquent notices and door tag notices for disconnection.
SUPPLEMENTAL INFORMATION
Any combination of training and experience, which demonstrates attainment of the required knowledge and ability to perform the required work (with reasonable accommodation, if needed), typically:
EDUCATION: High school diploma or equivalent.
EXPERIENCE: Customer Service Representative I - Two (2) years of responsible experience in record processing which included at least some direct customer service.
Customer Service Representative II – Two (2) years of responsible experience in record processing, including one (1) year of experience as a customer service representative or comparable customer service experience involving providing direct customer support and resolving customer issues. Experience preparing and processing customer billing and payments is desired.
It is the policy of the Las Virgenes Municipal Water District to ensure equal employment opportunity to all persons regardless of their race, color, national origin, religion, gender, sexual orientation, mental or physical impairment, ancestry, medical condition, marital status, or age (except where a bona fide occupational qualification). The District will act to ensure equal treatment to all persons in matters affecting recruitment, hiring, promotion, discipline, compensation, assignment, benefits, training, and layoff practices, and any other matters affecting employment with the Las Virgenes Municipal Water District. The same policy applies to all qualified Vietnam- era veterans, disabled veterans or other persons with disabilities that are capable of performing a particular job with reasonable accommodation to their disability.
In compliance with the American with Disabilities Act, if you need special assistance in the selection process please notify the Human Resources Division, in writing, upon applying.
