What are the responsibilities and job description for the Customer Service Partner position at California Water Service Group (CWSG)?
Job Description:
The Customer Service Partner is a liaison between corporate and regional customer centers/subsidiaries customer service; responsible for supporting the customer service teams in the area of process improvements and standardization, performance metrics, training, communications, and issue resolutions. Each Partner will be responsible for interfacing with selected Regional Customer Center by geographic region and will be assigned a lead role with specific systems (e.g. Paymentus, Kloudgin), services (e.g. CAP), or projects. This position can be located in Commerce, San Mateo, or Chico, CA.
ESSENTIAL FUNCTIONS:
- Consults with RCC/subsidiaries management regarding the constant and appropriate application of Company policies and procedures (travel to RCC as needed)
- Prepares and analyzes reports on districts and Company-wide customer service performance metrics
- Reviews, recommends, and implements process improvements to increase efficiency, and customer service
- Provides support, communication, and training for customer service policies, procedures, and related applications
- Works closely with internal departments and external vendors on system/process issues, enhancements, resolutions, and provide end user support as needed
- Serves as the Customer Service Lead on department and/or corporate projects and assists with gathering requirements, reviewing/approving process changes, and communicating with internal and external customers
- Manages projects of various scope and budget to ensure that the project is completed on time and within scope and budget
- Participates in and supports the Company's Continuous Improvement program and projects
- Performs work on-site in the assigned office location
- Performs other duties as assigned
- Attends meetings and training as directed by California Water Service
MINIMUM QUALIFICATIONS:
- Bachelor's degree in Accounting, Business, Information Technology, or related field and/or equivalent relevant experience
- Two years of progressively responsible experience in customer service or technical support
- Project management experience
- Detail-oriented with excellent time management skills
- Excellent problem solving skills
- Knowledge of standard customer service business processes
- Proficient in the use of Microsoft Office applications
- Valid California Driver License
Salary Range: $87,200 - $189,400
Deadline to submit resume is Wednesday, November 19, 2025
The Equal Opportunity Policy of the Company is based upon the philosophy that all people should be treated fairly and with dignity. California Water Service, Hawaii Water Service, New Mexico Water Service and Washington Water Service do not discriminate against any applicant or employee because of race, color, religion, sex, national origin, or any other protected class. The Company makes all employment decisions in a non-discriminatory manner. EOE, VET, DISABILITIES.
Salary : $87,200 - $189,400