Utility Service Representative I/II (Internal Opportunity)

The Position

There are currently two (2) full-time vacancies for Utility Service Representative I/II in Water Customer Services for the Water Department. This recruitment is open to City of Santa Cruz current regular and temporary employees. As an Internal recruitment, the list established from this recruitment is valid only for the current vacancies listed above.

Initially under close (I) and then general (II) supervision, the alternately staffed Utility Service Representative I/II assists customers with utility services provided by the City of Santa Cruz; collects and processes customer payments and makes payment adjustments; researches and responds to utility billing and customer inquiries; updates and records changes for existing customer accounts and maintains accurate utility account information.

Utility Service Representative I salary range is $28.63 - $40.29 hourly.

Utility Service Representative II salary range is $30.03 - $42.25 hourly.

Recruitment #27-008

APPLICATION AND SELECTION PROCESS:

The following process may be changed as deemed necessary by the Human Resources Director. The information contained within this announcement may be modified or revoked without notice and does not constitute either an expressed or implied contract.

• On Thursday, 08/13/26 recruitment will close. All application materials must be received by the Human Resources Department by 5:00 pm; postmarks are not accepted. To apply, submit:
• Application- online application only. Resumes are not accepted in lieu of filling out the application form completely. Click the Apply button to begin the online process.
• Response to supplemental questions- will be a primary tool in the evaluation of your qualifications for this position. Any work experience described here must also be included in your employment history on the main application.

• Week of 08/17/26: Applications will be competitively screened based on the minimum qualifications for this position. Candidates will be notified of their status in the recruitment by 08/28/26.
• Week of 08/31 and/or 09/07/26: I nterviews will be tentatively scheduled for top candidates. The examination process will include an interview and may include a written and/or performance exercise.
  
  

Basic Function

Initially under close (I) and then general (II) supervision, the alternately staffed Utility Service Representative I/II assists customers with utility services provided by the City of Santa Cruz; collects and processes customer payments and makes payment adjustments; researches and responds to utility billing and customer inquiries; updates and records changes for existing customer accounts and maintains accurate utility account information.

Distinguishing Characteristics

The Utility Service Representative I is an alternately staffed series. Utility Services Representative I is the entry-level classification in the series. Incumbents initially receive close supervision while learning to perform the more routine technical assignments in compliance with City policies and procedures. As experience is gained, incumbents are expected to work with greater independence of action within established guidelines. This classification is alternately staffed with Utility Service Representative II and incumbents may advance to the higher level after gaining experience and demonstrating a level of proficiency that meets the qualifications of the higher-level classification.

The Utility Service Representative II is the journey-level classification in which incumbents are expected to independently perform the full scope of assigned duties and demonstrate working knowledge of all applicable regulations, policies, procedures, and work methods associated with the more complex duties related to assisting customers, such as adjusting accounts, researching issues, and reviewing and processing rebates.

These classifications are distinguished from the next higher classification of Utility Account Specialist in that the latter classification is both an advanced technician and lead worker and performs the most technical work in the section, such as coordinating the day-to-day functions of the utility billing and investigating the more complex customer financial issues.

Typical Duties

( May include, but are not limited to, those duties listed below. ) These duties are representative of what is expected from the Utility Service Representative I/II series. Some duties are performed at both levels of the series, with the more complex tasks performed by the Utility Service Representative II.

• Researches, responds to, and resolves customer concerns and complaints related to billing statements, payments, and adjustments in person, over the phone, or via email; responds to a high volume of customer inquiries about water, sewer, refuse, and recycling services and costs; explains billing practices and procedures; investigates and resolves customer problems and complaints when possible; refers customers to other appropriate staff as necessary.
• Processes sign-ups, changes (customer information, fees, change in service), and cancellations of utility service for customers; updates and records changes for existing customer accounts; creates or updates new service accounts and closes accounts.
• Assists customers in registering and navigating the online customer portal including how to interpret, compare and analyze utility data; informs customers about automated meter usage trends or usage patterns, making online payments and basic water conservation practices.
• Explains utility service standards, requirements, and costs to residential, commercial, and industrial customers.
• Receives, sorts, and processes daily customer service mail payments; reconciles payment discrepancies; adjusts customer accounts and performs entries to utility billing database; prepares mail payment file for utility billing; coordinates with remittance processing vendor to resolve file building and transfer problems.
• Takes cash payments or other payment forms from customers, provides correct change and receipts, and balances cash drawer daily; generates, maintains, and verifies deposit and balancing reports; performs dual control of safe deposit; ensures safe, accurate, and timely handoff of deposit to armored transit.
• Researches, reviews, and evaluates utility consumption data to identify irregularities using a variety of software programs; notifies customers of possible water leaks or malfunctioning systems on their property.
• Prepares service orders for field personnel in Water Department, Sanitation (refuse and recycling), or Wastewater (sewer) after discussing scope of problem with customer; completes sanitation service orders by applying charges for billing after task completion.
• Enters data into utility billing database daily in preparation for billing, i.e. closing work orders, opening and closing accounts, and changing fees and account types; uses the utility inventory database to enter meter data from work orders as needed for billing.
• Maintains scheduled and emergency water main shutdown logs; notifies appropriate department, division, or agency when shutdowns begin and end.
• Reviews customer requests for rebates; determines validity of request and possible rebate amounts and denies or processes leak rebates for customers; enters data in utility database.
• Generates and distributes 48-hour notices, shutoff list, and after-hours duty list; coordinates the completion of services by field staff related to shutoffs and utility service restorations.
• Makes collection calls, negotiates payments from customers, and develops customer payment schedules, as necessary.
• Receives bank notices for insufficient funds and adjusts customer balances; determines delinquency status and appropriate non-payment notification; generates return check letter and applies charges.
• Schedules and coordinates field appointments for customers; schedules work orders for commercial utility accounts.
• Coordinates and communicates with utility field technicians and Meter Shop as needed regarding errors in meter readings, issues with meter functionality, and turning water on or off.
• Inputs and maintains computerized records of utility customer accounts and equipment; checks records and forms for accuracy and completeness; compiles and prepares data for miscellaneous reports.
• Issues temporary water service for hydrant meters after approval by Engineering section.
• Responds to phone and radio service calls.
• Assists in training new and existing staff on procedures and other department tasks.
• Performs other related duties that may be reasonably expected as part of this classification. May provide technical backup to Utility Account Specialist, including generation, review and approval of utility billing files that are uploaded and downloaded from vendor and/or database.
  
  

WORKING CONDITIONS

Position requires prolonged sitting, standing, walking, reaching, twisting, turning, kneeling, bending, squatting, and stooping in the performance of daily activities. The position also requires grasping, repetitive hand movement and fine coordination in using a computer keyboard. Additionally, the position requires near and far vision in reading written reports and work-related documents. Acute hearing is required when providing phone and personal service. The need to lift, drag and push files, paper and documents weighing up to 25 pounds is also required.

Some of the requirements may be accommodated for otherwise qualified individuals requiring and requesting such accommodations.

Minimum Qualifications

The minimum qualifications for Education, Experience, Knowledge, Skills, and Abilities are the following:

Education and Experience:

Utility Service Representative I

• High school diploma or tested equivalent; and
• Two (2) years of general clerical experience including public contact as well as some cashiering or clerical accounting responsibilities.
  
  

Utility Service Representative II

• High school diploma or tested equivalent; and
• Two (2) years of technical utility customer service experience comparable to the City of Santa Cruz’s Utility Service Representative I.
  
  

Knowledge:

Utility Service Representative I

• Effective customer service techniques.
• Computerized business systems applications.
• Basic mathematics, including addition, subtraction, multiplication, division, fractions, and percentages.
• Standard office procedures, practices, and equipment.
• Personal computer equipment and standard word processing and email applications, such as Microsoft Word and Outlook.
• Basic accounting, cash handling practices, and financial record keeping.
• Safe work practices in an office environment.
  
  

Utility Service Representative II

(in addition to those listed for Utility Service Representative I)

• Applicable regulations, policies, procedures, and work methods associated with utility billing, utility services, and customer service.
• The effective resolution of difficult customer complaints.
• The operation of utility billing software.
• Standard operating procedures for utility billing services.
• Electronic Bill Presentment and Payment (EBPP).
• Strategies for dealing with delinquent accounts.
  
  

Skills:

Utility Service Representative I

• Operating a personal computer and related software, including basic level Microsoft, Word, Excel, and utility-related databases.
• Operating a 10-key calculator
  
  

Utility Service Representative II

(in addition to those listed for Utility Service Representative I)

• Advanced interpersonal and communication.
• Conflict resolution.
  
  

Abilities:

Utility Service Representative I

• Understand and follow written and oral instructions.
• Read and understand water meter usage records, billing, and other related documents.
• Provide effective customer service, including orally communicating information of a technical nature in business-friendly and user-friendly (non-technical) language.
• Deal tactfully with the public, in person and by telephone, in situations where relations may be strained or difficult.
• Maintain accurate records on work orders and in the computer.
• Perform basic mathematical calculations.
• Count money quickly and accurately.
• Work independently and as a member of a team.
• Maintain confidentiality.
• Use a computer to accurately input and access utility customer information.
• Read maps.
• Exercise independent judgment in applying appropriate policies and procedures.
• Operate cash register software.
• Operate modern office equipment and specialized software applications.
• Accurately maintain accounting logs and records.
• Communicate effectively, both verbally and in writing
• Establish and maintain effective working relationships with those encountered during the course of work.
  
  

Utility Service Representative II

(in addition to those listed for Utility Service Representative I)

• Explain and apply City policies and procedures related to billing and collection programs and other related utility programs.
• Work independently within well-defined parameters.
• Process customer rebates.
• Perform accurate data entry for opening, closing, and making changes to customer accounts.
• Perform accurate data entry, including addition of charges, and prepare monthly billing for dumpster accounts.
• Perform meter edit list tasks and prepare customer accounts for billing.
• Perform adjustments to customer accounts, researching and correcting misapplied payments, over/under charges, late charges, and incorrect tax charges.
• Exercise independent judgment in applying policies and procedures.
• Process detailed work in accordance with specific policies and procedures.
• Compose correspondence independently or from brief instructions.
  
  

Other Requirements

• At least one incumbent assigned to the Utility Service Representative classification will be designated as bilingual (English/Spanish), and the incumbent must successfully pass the City of Santa Cruz bilingual examination.
  
  

Desirable Qualifications

• Bilingual ability to speak and write in English and Spanish.
• Experience using clerical accounting software.
• Some college coursework in accounting.
• Possession and continued maintenance of a valid California Class C driver’s license.
  
  

Career Ladder

• Utility Service Supervisor
• Utility Account Specialist
• Utility Service Field Technician I/II OR
• Utility Service Representative I/II OR
• Water Meter Specialist I/II