DWM Water Service Representative II (OCCBS)

Posting expires: December 22, 2025

Salary Range: $42,582 - $53,228

DESCRIPTION: To perform public contact and record keeping work related to the operational, financial, and commercial records of water utilities and to provide a wide range of information and service to utility customers and the general public.

DISTINGUISHING CHARACTERISTICS: This class performs the more routine tasks and duties, with public contact and account management. Incumbents have previous customer service and public contact experience and work under moderate supervision which requires the application of defined methods and procedures.

ESSENTIAL FUNCTIONS: Incumbents may not perform all of the listed functions and/or may be required to perform additional or different functions from those set forth below to address business needs and changing business practices. Respond to questions, complaints, or requests for service; analyze data to determine proper response to inquiries. Research requests, problems, and complaints and initiate appropriate action; generate work orders to resolve service issues. Perform data entry functions by keying data into computer system; enter, retrieve, review, or modify data in computer database; verify accuracy of entered data and make corrections. Take on-and-off orders for utility service by telephone, correspondence and in person. Establish deposit amounts from written guidelines for new utility users and deposit refunds. Answer customer questions, investigate and resolve complaints pertaining to utility billing procedures. Use various computer systems computer extensively to enter data of new utility customers and make data changes; interact with customers, coordinate with utility field and billing units, obtain other information to assist customers, research, and use discretion to determine deposit and restoration of service requirements. Prepare orders to install, remove and repair meters, post, disconnect, restore, or verify services and to perform other service-related changes. Audit, analyze and reconcile computer reports; prepare periodic and special reports; maintain various records, logs, and ledgers. Research customer records to resolve customer inquiries and prepare correspondence in response. Communicate with customers via telephone, mail, email, or other means of communication. Assist in the training of new Customer Service Representatives and serve as a resource to staff of other units of the department; assist other positions or work units with various support assignments or special projects on an as needed basis. Perform related duties and responsibilities as required.

QUALIFICATIONS: Experience: Minimum of 4 years experience with customer service public contact involving the use of personal computers. Knowledge of: Fundamental principles of human relations; personal computer operation in office applications; office procedures and equipment; English usage; business math. Ability to: Communicate effectively with utility customers both in person and over the telephone; understand pertinent procedures and functions quickly and use good judgment interpreting and applying them to a variety of circumstances under moderate supervision; operate a personal computer, analyze and evaluate data; make accurate and logical determinations based upon data and interpretive guidelines; maintain accurate records; speak clearly and concisely; simultaneously converse with customers and accurately enter data into a computer. Education: High School Diploma or GED is required

ENVIRONMENT/WORKING CONDITIONS; Physical Conditions: Work is performed in an office environment utilizing modem office equipment and technology and may require sitting for prolonged periods of time using a computer. The incumbent stands, walks, and may twist, reach, bend, ouch and kneel. An incumbent must be able to meet the requirements of the classification and have mobility, vision, hearing and dexterity levels appropriate to the duties to be performed.

SUPERVISION RECEIVED AND EXERCISED: Work under close technical supervision. Work in progress and completed work is reviewed continuously. Qualifications - External Education: High School Diploma or GED is required

ENVIRONMENT/WORKING CONDITIONS; Physical Conditions: Work is performed in an office environment utilizing modem office equipment and technology and may require sitting for prolonged periods of time using a computer. The incumbent stands, walks, and may twist, reach, bend, ouch and kneel. An incumbent must be able to meet the requirements of the classification and have mobility, vision, hearing and dexterity levels appropriate to the duties to be performed.

SUPERVISION RECEIVED AND EXERCISED: Work under close technical supervision. Work in progress and completed work is reviewed continuously.