Santa Margarita Water District
Lead Customer Relations Representative
Santa Margarita Water District, Rancho Santa Margarita, California, United States, 92688
Meet Santa Margarita Water District
Santa Margarita Water District is a dynamic, forward-thinking agency dedicated to delivering high-quality potable water, recycled water, and wastewater services to its 200,000 customers across Southern Orange County. As one of the region’s largest and most impactful utilities, we are committed to the highest standards of transparency, innovation, and environmental stewardship.
Our people drive our progress, innovation, and results. Our collaborative, human-first culture fosters the sense of fun, comradery, and a rewarding sense of purpose as we do work that matters.
Dynamic teams of intelligent individuals work collaboratively to achieve SMWD’s goals and solve challenges with a common aim that fosters a unique bond that is not often found in governmental agencies.
Santa Margarita Water District’s values include:
Exemplary service excellence
Intelligent innovation that is forward-thinking and adaptive
Ethical fiscal responsibility and transparency
Environmental and resource stewardship
Employee development and leadership training
Building relationships that strengthen communities
Tentative interview dates subject to change 9/4, 9/5, and or 9/8.
Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed by individual positions.
JOB SUMMARY
Under general supervision, leads and participates in the work of employees engaged in
complex customer relations functions including requests for residential and commercial services, billing services, credit and cash collections and account escalations, and serves as an experienced technical resource; participates in developing and updating new and revised policies, practices and procedures; ensures staff are appropriately trained and have the proper tools to complete their assignments; and performs related duties as assigned.
DISTINGUISHING CHARACTERISTICS
Lead Customer Relations Representative is the advanced journey and working lead-level classification in the Customer Relations Representative series performing difficult functions in specialized functional areas including cash processing, large and commercial accounts, billing services, credit and collections, and escalated account cases.
In addition to performing the full range of journey-level and advanced skilled duties, incumbents serve as the working lead person of other Customer Relations Representatives, coordinating and overseeing their work and providing guidance and training as they carry out their duties. Incumbents work with limited supervision.
This position typically reports to the Customer Relations Supervisor and provides lead work direction to Customer Relations Representatives. Lead Customer Relations Representative is distinguished from Customer Relations Representative position in that an incumbent in the latter class performs daily customer service duties, move in/out transactions, account adjustments and lobby assignments.
ESSENTIAL FUNCTION STATEMENTS The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this class. Leads, provide work guidance and direction and participates in the work of an assigned specialized team of Customer Relations Representatives at various levels, responsible for providing customer-related services; participates in scheduling, assigning and monitoring work of other employees for completeness, accuracy and conformance with District and departmental standards; provides information, instruction and training on work processes, proper uses of equipment and safe work practices; provides input to supervisor on employee work performance and behaviors; estimates personnel, equipment and material requirements for assigned jobs; assists in ensuring a fair and open work environment in accordance with the District's commitment to teamwork, mutual trust and respect. Leads and participates in customer services delivered by telephone, online and in person, including the opening and closing of customer accounts, maintenance of customer information in the District's customer billing system and the determination of required deposits and fees in accordance with District service rules; leads and participates in the review, investigation and resolution of customer inquiries, concerns and complaints to meet timeliness and quality standards; leads and participates in the utility bill collections process, including establishing credit arrangements for payment of delinquent bills; monitors revenue streams and provides data reports as needed. Promptly analyzes and evaluates the facts and circumstances of an escalated customer complaint and the District's handling of the account including water services and history, consumption patterns, and changes in meters and other equipment; determines the most appropriate action to resolve the case in light of the account history and other available information; makes or recommends account billing adjustments or debt forgiveness when warranted by circumstances; waives or recommends waiving penalties and other fees and negotiates repayment plans, subject to authority limits; manages the case until a fair resolution with the customer is reached; ensures that case resolution is confirmed in writing to the customer. Develops ad-hoc and standard reports for use by internal staff as well as customer requests. Understands and monitors the District's Records Retention Policies regarding Customer Relations related documents/records. Collaborates with the Finance team to review water consumption patterns based on service and account type. Assist in analyzing trends and reporting of data to various District departments. Quotes meter prices and various fees to contractors, developers and customers; accepts water and wastewater service applications from commercial and irrigation customers, and determines applicable fees; collects and verifies fees paid; establishes accounts for irrigation, commercial and custom home meters; processes required paperwork to set up new accounts; coordinates rentals of construction meters by obtaining required applications, setting up appropriate accounts and coordinating with warehouse and or field staff where appropriate; reviews service orders and forwards to billing staff for further processing; prepares charges for damaged meters;. Coordinates delinquency shut offs, ensures e-mail and telephone reminders are sent, reviews accounts for final action. Monitors cell phone communications with field staff and provides a variety of information to field personnel; conveys messages relating to street shut downs, calls customers regarding access to their meters or to report on major leaks. Acts in the absence of the Customer Relations Supervisor as assigned. Performs related duties and responsibilities as required. QUALIFICATIONS Any combination of experience and training that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:
Education, Training and Experience
: Graduation from high school or GED equivalent, and at least three years of customer care experience as a Customer Relations Representative II/III or an equivalent combination of training and experience. Experience in a public agency is preferred. Ability to speak and understand Spanish is desired.
Licenses; Certificates; Special Requirements
:
Ability to :
Assign and inspect the work of Customer Relations Representatives. Perform in-depth and highly detailed research of complex account situations and apply District policies and procedures regarding water services, rates and fees to complex and varying account circumstances. Reach sound conclusions and decisions in accordance with established rules, policies and procedures. Quickly, efficiently and calmly handle customer interactions by telephone and/or in person. Handle highly sensitive, escalated customer relations situations tactfully and courteously, often in difficult or strained circumstances. Operate a computer, multi-line sophisticated call center telephone equipment, standard business software and a variety of computer software programs and databases related to area of assignment. Accurately count, record and balance cash transactions and other monies received. Reach sound decisions in accordance with District policies and procedures. Read maps and plans. Prepare clear and accurate reports, documents, data entries and files. Communicate effectively, both orally and in writing. Understand and follow written and oral instructions. Establish and maintain effective working relationships with all those encountered in the course of work. Knowledge of:
Principles and practices of effective customer service and customer-oriented telephone etiquette. District rules and policies, practices and procedures applicable to the work including commercial accounts, billing, collections and credit at an advanced level. Practices and procedures related to accounting for receipts and the maintenance of customer accounts. Boundaries of the District's service area and characteristics of its customer base. Basic terminology used in engineering maps and in legal property descriptions. Operations, uses, parameters and requirements of the District's customer billing and information system. General characteristics of the District's customer base and factors impacting consumption levels. Causes of high water use and methods for reducing consumption. Business math. Principles and practices of sound business communication; correct English usage, including spelling, grammar and punctuation. Safety policies and safe work practices applicable to the work. Records management, recordkeeping, filing and basic purchasing practices and procedures. Uses and operations of computers, standard business software and specialized database and spreadsheet applications. Basic principles and practices of employee supervision. Basic knowledge of District human resources policies and labor contract provisions. Other Necessary Requirements
PHYSICAL AND MENTAL DEMANDS The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands While performing the duties of this job, the employee is regularly required to sit, walk and stand; talk and hear; reach with hands and arms; and perform repetitive movements of hands or wrists. The employee is frequently required to lift up to 25 pounds unaided. Specific vision abilities required for this job include close vision and the ability to adjust focus.
Mental Demands While performing the duties of this class, an employee uses written and oral communication skills; reads and interprets data, information and documents; analyzes and solves problems; uses math and mathematical reasoning; observes and interprets people and situations; learns and applies new information and skills; performs highly detailed work; deals with changing deadlines, constant interruptions and multiple concurrent tasks; and interacts with others encountered in the course of work, including frequent contact with customers and/or the public and dissatisfied/abusive individuals. #J-18808-Ljbffr
Tentative interview dates subject to change 9/4, 9/5, and or 9/8.
Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed by individual positions.
JOB SUMMARY
Under general supervision, leads and participates in the work of employees engaged in
complex customer relations functions including requests for residential and commercial services, billing services, credit and cash collections and account escalations, and serves as an experienced technical resource; participates in developing and updating new and revised policies, practices and procedures; ensures staff are appropriately trained and have the proper tools to complete their assignments; and performs related duties as assigned.
DISTINGUISHING CHARACTERISTICS
Lead Customer Relations Representative is the advanced journey and working lead-level classification in the Customer Relations Representative series performing difficult functions in specialized functional areas including cash processing, large and commercial accounts, billing services, credit and collections, and escalated account cases.
In addition to performing the full range of journey-level and advanced skilled duties, incumbents serve as the working lead person of other Customer Relations Representatives, coordinating and overseeing their work and providing guidance and training as they carry out their duties. Incumbents work with limited supervision.
This position typically reports to the Customer Relations Supervisor and provides lead work direction to Customer Relations Representatives. Lead Customer Relations Representative is distinguished from Customer Relations Representative position in that an incumbent in the latter class performs daily customer service duties, move in/out transactions, account adjustments and lobby assignments.
ESSENTIAL FUNCTION STATEMENTS The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this class. Leads, provide work guidance and direction and participates in the work of an assigned specialized team of Customer Relations Representatives at various levels, responsible for providing customer-related services; participates in scheduling, assigning and monitoring work of other employees for completeness, accuracy and conformance with District and departmental standards; provides information, instruction and training on work processes, proper uses of equipment and safe work practices; provides input to supervisor on employee work performance and behaviors; estimates personnel, equipment and material requirements for assigned jobs; assists in ensuring a fair and open work environment in accordance with the District's commitment to teamwork, mutual trust and respect. Leads and participates in customer services delivered by telephone, online and in person, including the opening and closing of customer accounts, maintenance of customer information in the District's customer billing system and the determination of required deposits and fees in accordance with District service rules; leads and participates in the review, investigation and resolution of customer inquiries, concerns and complaints to meet timeliness and quality standards; leads and participates in the utility bill collections process, including establishing credit arrangements for payment of delinquent bills; monitors revenue streams and provides data reports as needed. Promptly analyzes and evaluates the facts and circumstances of an escalated customer complaint and the District's handling of the account including water services and history, consumption patterns, and changes in meters and other equipment; determines the most appropriate action to resolve the case in light of the account history and other available information; makes or recommends account billing adjustments or debt forgiveness when warranted by circumstances; waives or recommends waiving penalties and other fees and negotiates repayment plans, subject to authority limits; manages the case until a fair resolution with the customer is reached; ensures that case resolution is confirmed in writing to the customer. Develops ad-hoc and standard reports for use by internal staff as well as customer requests. Understands and monitors the District's Records Retention Policies regarding Customer Relations related documents/records. Collaborates with the Finance team to review water consumption patterns based on service and account type. Assist in analyzing trends and reporting of data to various District departments. Quotes meter prices and various fees to contractors, developers and customers; accepts water and wastewater service applications from commercial and irrigation customers, and determines applicable fees; collects and verifies fees paid; establishes accounts for irrigation, commercial and custom home meters; processes required paperwork to set up new accounts; coordinates rentals of construction meters by obtaining required applications, setting up appropriate accounts and coordinating with warehouse and or field staff where appropriate; reviews service orders and forwards to billing staff for further processing; prepares charges for damaged meters;. Coordinates delinquency shut offs, ensures e-mail and telephone reminders are sent, reviews accounts for final action. Monitors cell phone communications with field staff and provides a variety of information to field personnel; conveys messages relating to street shut downs, calls customers regarding access to their meters or to report on major leaks. Acts in the absence of the Customer Relations Supervisor as assigned. Performs related duties and responsibilities as required. QUALIFICATIONS Any combination of experience and training that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:
Education, Training and Experience
: Graduation from high school or GED equivalent, and at least three years of customer care experience as a Customer Relations Representative II/III or an equivalent combination of training and experience. Experience in a public agency is preferred. Ability to speak and understand Spanish is desired.
Licenses; Certificates; Special Requirements
:
Ability to :
Assign and inspect the work of Customer Relations Representatives. Perform in-depth and highly detailed research of complex account situations and apply District policies and procedures regarding water services, rates and fees to complex and varying account circumstances. Reach sound conclusions and decisions in accordance with established rules, policies and procedures. Quickly, efficiently and calmly handle customer interactions by telephone and/or in person. Handle highly sensitive, escalated customer relations situations tactfully and courteously, often in difficult or strained circumstances. Operate a computer, multi-line sophisticated call center telephone equipment, standard business software and a variety of computer software programs and databases related to area of assignment. Accurately count, record and balance cash transactions and other monies received. Reach sound decisions in accordance with District policies and procedures. Read maps and plans. Prepare clear and accurate reports, documents, data entries and files. Communicate effectively, both orally and in writing. Understand and follow written and oral instructions. Establish and maintain effective working relationships with all those encountered in the course of work. Knowledge of:
Principles and practices of effective customer service and customer-oriented telephone etiquette. District rules and policies, practices and procedures applicable to the work including commercial accounts, billing, collections and credit at an advanced level. Practices and procedures related to accounting for receipts and the maintenance of customer accounts. Boundaries of the District's service area and characteristics of its customer base. Basic terminology used in engineering maps and in legal property descriptions. Operations, uses, parameters and requirements of the District's customer billing and information system. General characteristics of the District's customer base and factors impacting consumption levels. Causes of high water use and methods for reducing consumption. Business math. Principles and practices of sound business communication; correct English usage, including spelling, grammar and punctuation. Safety policies and safe work practices applicable to the work. Records management, recordkeeping, filing and basic purchasing practices and procedures. Uses and operations of computers, standard business software and specialized database and spreadsheet applications. Basic principles and practices of employee supervision. Basic knowledge of District human resources policies and labor contract provisions. Other Necessary Requirements
PHYSICAL AND MENTAL DEMANDS The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands While performing the duties of this job, the employee is regularly required to sit, walk and stand; talk and hear; reach with hands and arms; and perform repetitive movements of hands or wrists. The employee is frequently required to lift up to 25 pounds unaided. Specific vision abilities required for this job include close vision and the ability to adjust focus.
Mental Demands While performing the duties of this class, an employee uses written and oral communication skills; reads and interprets data, information and documents; analyzes and solves problems; uses math and mathematical reasoning; observes and interprets people and situations; learns and applies new information and skills; performs highly detailed work; deals with changing deadlines, constant interruptions and multiple concurrent tasks; and interacts with others encountered in the course of work, including frequent contact with customers and/or the public and dissatisfied/abusive individuals. #J-18808-Ljbffr