Palmdale Water District
Customer Care Representative I/II
Palmdale Water District, Palmdale, California, United States, 93552
Salary:
$30.22 - $42.52 Hourly Location :
Palmdale, CA Job Type:
Full Time Job Number:
CC09082025 Department:
Customer Care Opening Date:
09/08/2025 Closing Date:
9/22/2025 11:59 PM Pacific
Description FLSA Status: Non-Exempt
Position available as Customer Care Representative I or II based on qualifications and experience. Customer Care Representative I: $30.22-$36.73 Customer Care Representative II: $34.98-$42.52 JOB SUMMARY
To solve customer challenges to the satisfaction of the customer; to receive and process applications for service and payments for water service; to respond to customer inquiries and complaints; and to perform varied and routine customer care duties. Some positions may rotate between a variety of these duties and duties in the field. Distinguishing Characteristics
Customer Care Representative I - This is the entry level class in the Customer Care series. Positions in this class typically have little or no directly related work experience and work under immediate supervision while learning job tasks. Customer Care Representative I class is distinguished from the II level by the performance of less than the full range of duties assigned to the II level. Incumbents work under immediate supervision while learning job tasks, progressing to general supervision as procedures and processes of assigned area of responsibility are learned. Customer Care Representative II - This is the journey level class in the Customer Care series and is distinguished from the I level by the assignment of the full range of duties. Employees at this level receive only occasional instruction or assistance as new, unusual or unique situations arise and are fully aware of the operating procedures and policies within the work unit. Positions in this class are flexibly staffed and are normally filled by advancement from the I level. This class is distinguished from the Customer Care Representative III in that the latter is an advanced journey level class responsible for highly complex customer care work and exercises technical and functional supervision over assigned staff. Supervision Received and Exercised
Customer Care Representative I -Receives immediate supervision from the Customer Care Representative III; may receive technical and functional supervision from a Customer Care Representative II. Customer Care Representative 2 - Receives general supervision from the Customer Care Representative III.
Examples of Duties Duties may include, but are not limited to, the following:
Serve as a counter representative or telephone representative, accepting applications for service, closing accounts, answering customer account inquiries, and providing routine changes to accounts within established standards and guidelines; provides a professional image to customers, co-workers, and other agencies. Respond to a variety of customer care questions and provide assistance regarding matters such as the status of accounts, water service application processes, water quality, and District policies and procedures; refer to appropriate departments as necessary. Receive and process payments and customer deposits and general ledger receipts; sort payments by category and use a computerized system to enter payments, and balance and post data. Balance cash receipts: verify and reconcile computer produced reports and records; adjust customer accounts and grant payment extensions and waive fees as appropriate. Accept applications for service and enter data into a computerized system; set up new accounts for residents or developers/contractors for new parcels and construction meters; review associated documents such as deeds, rental agreements, and drivers' licenses. Complete quality control on processing of move in/out requests. Process closing account requests. Respond to customer emails. Accept applications for the rate assistance program and process leak and number of occupants' variance applications. Interact with field staff regarding service start-up and scheduled or immediate shutdowns; request investigation of field conditions, inconsistent or unusual meter readings, meter audits/meter re-reads; prepare related service tags and work orders. Perform a variety of clerical duties including typing, document scanning, and filing. Build and maintain positive working relationships with co-workers, other District employees and the public using principles of good customer care. Collect meter reads as needed. Perform related duties as assigned. Additional Duties for Customer Care Representatives II:
Assists other office personnel in clerical and accounting functions as necessary. Assists in resolving the more complex customer care issues and complaints. Trains Customer Care Representative I's and other support staff Performs all of the duties of Customer Care Representative I. Typical Qualifications Customer Care Representative I
Knowledge of:
Modern office procedures, methods, and computer systems and equipment. Principles and practices of customer care and interaction with the public. Basic record keeping practices and procedures. Basic arithmetic functions include addition, subtraction, multiplication, division and calculation of percentages and fractions. Principles and practices of basic business correspondence including proper English usage, spelling, punctuation, and grammar. Ability to:
Perform a wide variety of clerical and accounting customer care duties. Intermittently, review documents related to assigned duties; observe, identify and problem solve office operations and procedures; understand, interpret and explain District and department policies and procedures; explain operations and problem solve office issues for the public and with staff. Learn to use specialized customer service information software. Learn pertinent District and department policies. Perform rapid and accurate arithmetic calculations; use a 10 key calculator. Perform detailed and accurate clerical work while experiencing frequent interruption. Set up and maintain manual and computerized records, files, and accounts. Obtain customer information by asking relevant questions, deal firmly and courteously with the public. Analyze situations quickly and objectively; determine proper course of action within scope of assigned responsibility. Communicate clearly and concisely, both orally and in writing. Establish and maintain effective working relationships with those contacted in the course of work.
Customer Care Representative II: Knowledge of:
Advanced practices and procedures related to accounting for cash receipts and maintenance of revenue accounts. District policies and procedures related to billings, account maintenance, and application for service.
Ability to:
Independently perform responsible clerical and accounting customer care work. Use specialized customer service information software.
Experience and Training Any combination of experience and training that would provide the required knowledge and abilities is qualifying. A typical way to obtain the required knowledge and abilities would be:
Customer Care Representative I: Experience:
One year of clerical and accounting experience in a customer care environment is desirable. Training:
GED/High school diploma. License and Certificate:
Possession of, or ability to obtain, a valid California Driver's License.
Customer Care Representative II additional qualifications Experience : Three years of responsible journey experience performing duties similar to a Customer Care Representative I with the Palmdale Water District. Training:
Additional Customer Care Certification through specialized training in customer care and accounting is required. Supplemental Information PHYSICAL REQUIREMENTS:
On a continuous basis, sit at desk for long periods of time and/or stand at counter for long periods of time; intermittently walk, bend, twist, squat, and kneel while performing field work; twist to reach office equipment surrounding desk; perform simple and power grasping, pushing, pulling and fine manipulation; use telephone and write or use a keyboard to communicate through written means; and lift or carry weight up to 25 pounds. Approved: August 31, 2022 Palmdale Water District provides its full-time employees with a comprehensive package of benefits to round out employees' total compensation program.
Group Health, Dental, and Vision Care Coverage
The District currently covers the cost of premiums for the lowest tier of health, dental, and vision care coverage for employee and the employee's eligible dependents for the plan all employees would qualify for. Six health care plans -- Anthem Classic PPO, Anthem Advantage PPO, Anthem California Care HMO, Anthem Consumer Driven, Kaiser Consumer Driven and Kaiser HMO; two dental plans -- Delta Dental and Delta Care HMO; and one vision care plan -- Vision Services Plan, are offered. Open enrollment, where you may switch between health care coverage plans, are held annually.
Group health, dental, and vision coverage is effective the first of the month following one month of continuous full-time employment.
Life Insurance
The District offers $10,000 life insurance for employees. Additional supplemental insurance may be purchased and paid through automatic payroll deductions.
Vacation
You will accrue two weeks (6.67 hours per month) of District-paid vacation time each year during your first five years with the District. After probation is completed, you may take vacation time with your supervisor's approval. At year six with Palmdale Water District, you will accrue three weeks (10.00 hours per month); each year from year 6 through 16 you will receive an additional 4.00 hours per year; and after twenty years you will accrue five weeks (16.67 hours per month).
Administrative Leave
Administrative Leave is available to Managers at 80 hours annually; and Supervisors at the rate of 40 hours annually.
Sick Leave
You are allowed 96 hours of sick leave per year. You may accumulate up to a maximum of 250 unused sick days. When you retire, your unused sick days are calculated into your CalPERS service credit time. If your employment is terminated, the time is lost.
Public Employees Retirement System
As a full-time public employee, you are automatically enrolled in the Public Employees Retirement System (CalPERS). Employees pay the employee portion of CalPERS.
Holidays
Employees receive twelve paid designated holidays plus two paid floating holidays per year. Floating holidays must be taken by December 31 of each year or they are lost.
Miscellaneous
The District provides employees miscellaneous leaves including bereavement, military, and jury duty.
Credit Union
All District employees are eligible to join the Logix Banking Credit Union.
Deferred Compensation
Through automatic payroll deductions, you may participate in a 457 deferred compensation program that allows you to reduce your current taxable income by deferring some of your pay to an authorized investment until your retirement.
Educational Assistance
Employees who have completed the probationary period and achieved regular status may be reimbursed up to $3000/$5250 per year for the cost of tuition, fees, mileage, parking and books for qualified and approved voluntary education programs undertaken outside regular working hours.
Uniforms
When an employee's job assignment requires a uniform be worn, the District will provide and maintain the uniforms.
Employee Communication
The employee newsletter, The Employee Buzz., is published monthly and is designed to provide recognition to employees for on-the-job accomplishments and to inform employees about issues relating to the District.
$30.22 - $42.52 Hourly Location :
Palmdale, CA Job Type:
Full Time Job Number:
CC09082025 Department:
Customer Care Opening Date:
09/08/2025 Closing Date:
9/22/2025 11:59 PM Pacific
Description FLSA Status: Non-Exempt
Position available as Customer Care Representative I or II based on qualifications and experience. Customer Care Representative I: $30.22-$36.73 Customer Care Representative II: $34.98-$42.52 JOB SUMMARY
To solve customer challenges to the satisfaction of the customer; to receive and process applications for service and payments for water service; to respond to customer inquiries and complaints; and to perform varied and routine customer care duties. Some positions may rotate between a variety of these duties and duties in the field. Distinguishing Characteristics
Customer Care Representative I - This is the entry level class in the Customer Care series. Positions in this class typically have little or no directly related work experience and work under immediate supervision while learning job tasks. Customer Care Representative I class is distinguished from the II level by the performance of less than the full range of duties assigned to the II level. Incumbents work under immediate supervision while learning job tasks, progressing to general supervision as procedures and processes of assigned area of responsibility are learned. Customer Care Representative II - This is the journey level class in the Customer Care series and is distinguished from the I level by the assignment of the full range of duties. Employees at this level receive only occasional instruction or assistance as new, unusual or unique situations arise and are fully aware of the operating procedures and policies within the work unit. Positions in this class are flexibly staffed and are normally filled by advancement from the I level. This class is distinguished from the Customer Care Representative III in that the latter is an advanced journey level class responsible for highly complex customer care work and exercises technical and functional supervision over assigned staff. Supervision Received and Exercised
Customer Care Representative I -Receives immediate supervision from the Customer Care Representative III; may receive technical and functional supervision from a Customer Care Representative II. Customer Care Representative 2 - Receives general supervision from the Customer Care Representative III.
Examples of Duties Duties may include, but are not limited to, the following:
Serve as a counter representative or telephone representative, accepting applications for service, closing accounts, answering customer account inquiries, and providing routine changes to accounts within established standards and guidelines; provides a professional image to customers, co-workers, and other agencies. Respond to a variety of customer care questions and provide assistance regarding matters such as the status of accounts, water service application processes, water quality, and District policies and procedures; refer to appropriate departments as necessary. Receive and process payments and customer deposits and general ledger receipts; sort payments by category and use a computerized system to enter payments, and balance and post data. Balance cash receipts: verify and reconcile computer produced reports and records; adjust customer accounts and grant payment extensions and waive fees as appropriate. Accept applications for service and enter data into a computerized system; set up new accounts for residents or developers/contractors for new parcels and construction meters; review associated documents such as deeds, rental agreements, and drivers' licenses. Complete quality control on processing of move in/out requests. Process closing account requests. Respond to customer emails. Accept applications for the rate assistance program and process leak and number of occupants' variance applications. Interact with field staff regarding service start-up and scheduled or immediate shutdowns; request investigation of field conditions, inconsistent or unusual meter readings, meter audits/meter re-reads; prepare related service tags and work orders. Perform a variety of clerical duties including typing, document scanning, and filing. Build and maintain positive working relationships with co-workers, other District employees and the public using principles of good customer care. Collect meter reads as needed. Perform related duties as assigned. Additional Duties for Customer Care Representatives II:
Assists other office personnel in clerical and accounting functions as necessary. Assists in resolving the more complex customer care issues and complaints. Trains Customer Care Representative I's and other support staff Performs all of the duties of Customer Care Representative I. Typical Qualifications Customer Care Representative I
Knowledge of:
Modern office procedures, methods, and computer systems and equipment. Principles and practices of customer care and interaction with the public. Basic record keeping practices and procedures. Basic arithmetic functions include addition, subtraction, multiplication, division and calculation of percentages and fractions. Principles and practices of basic business correspondence including proper English usage, spelling, punctuation, and grammar. Ability to:
Perform a wide variety of clerical and accounting customer care duties. Intermittently, review documents related to assigned duties; observe, identify and problem solve office operations and procedures; understand, interpret and explain District and department policies and procedures; explain operations and problem solve office issues for the public and with staff. Learn to use specialized customer service information software. Learn pertinent District and department policies. Perform rapid and accurate arithmetic calculations; use a 10 key calculator. Perform detailed and accurate clerical work while experiencing frequent interruption. Set up and maintain manual and computerized records, files, and accounts. Obtain customer information by asking relevant questions, deal firmly and courteously with the public. Analyze situations quickly and objectively; determine proper course of action within scope of assigned responsibility. Communicate clearly and concisely, both orally and in writing. Establish and maintain effective working relationships with those contacted in the course of work.
Customer Care Representative II: Knowledge of:
Advanced practices and procedures related to accounting for cash receipts and maintenance of revenue accounts. District policies and procedures related to billings, account maintenance, and application for service.
Ability to:
Independently perform responsible clerical and accounting customer care work. Use specialized customer service information software.
Experience and Training Any combination of experience and training that would provide the required knowledge and abilities is qualifying. A typical way to obtain the required knowledge and abilities would be:
Customer Care Representative I: Experience:
One year of clerical and accounting experience in a customer care environment is desirable. Training:
GED/High school diploma. License and Certificate:
Possession of, or ability to obtain, a valid California Driver's License.
Customer Care Representative II additional qualifications Experience : Three years of responsible journey experience performing duties similar to a Customer Care Representative I with the Palmdale Water District. Training:
Additional Customer Care Certification through specialized training in customer care and accounting is required. Supplemental Information PHYSICAL REQUIREMENTS:
On a continuous basis, sit at desk for long periods of time and/or stand at counter for long periods of time; intermittently walk, bend, twist, squat, and kneel while performing field work; twist to reach office equipment surrounding desk; perform simple and power grasping, pushing, pulling and fine manipulation; use telephone and write or use a keyboard to communicate through written means; and lift or carry weight up to 25 pounds. Approved: August 31, 2022 Palmdale Water District provides its full-time employees with a comprehensive package of benefits to round out employees' total compensation program.
Group Health, Dental, and Vision Care Coverage
The District currently covers the cost of premiums for the lowest tier of health, dental, and vision care coverage for employee and the employee's eligible dependents for the plan all employees would qualify for. Six health care plans -- Anthem Classic PPO, Anthem Advantage PPO, Anthem California Care HMO, Anthem Consumer Driven, Kaiser Consumer Driven and Kaiser HMO; two dental plans -- Delta Dental and Delta Care HMO; and one vision care plan -- Vision Services Plan, are offered. Open enrollment, where you may switch between health care coverage plans, are held annually.
Group health, dental, and vision coverage is effective the first of the month following one month of continuous full-time employment.
Life Insurance
The District offers $10,000 life insurance for employees. Additional supplemental insurance may be purchased and paid through automatic payroll deductions.
Vacation
You will accrue two weeks (6.67 hours per month) of District-paid vacation time each year during your first five years with the District. After probation is completed, you may take vacation time with your supervisor's approval. At year six with Palmdale Water District, you will accrue three weeks (10.00 hours per month); each year from year 6 through 16 you will receive an additional 4.00 hours per year; and after twenty years you will accrue five weeks (16.67 hours per month).
Administrative Leave
Administrative Leave is available to Managers at 80 hours annually; and Supervisors at the rate of 40 hours annually.
Sick Leave
You are allowed 96 hours of sick leave per year. You may accumulate up to a maximum of 250 unused sick days. When you retire, your unused sick days are calculated into your CalPERS service credit time. If your employment is terminated, the time is lost.
Public Employees Retirement System
As a full-time public employee, you are automatically enrolled in the Public Employees Retirement System (CalPERS). Employees pay the employee portion of CalPERS.
Holidays
Employees receive twelve paid designated holidays plus two paid floating holidays per year. Floating holidays must be taken by December 31 of each year or they are lost.
Miscellaneous
The District provides employees miscellaneous leaves including bereavement, military, and jury duty.
Credit Union
All District employees are eligible to join the Logix Banking Credit Union.
Deferred Compensation
Through automatic payroll deductions, you may participate in a 457 deferred compensation program that allows you to reduce your current taxable income by deferring some of your pay to an authorized investment until your retirement.
Educational Assistance
Employees who have completed the probationary period and achieved regular status may be reimbursed up to $3000/$5250 per year for the cost of tuition, fees, mileage, parking and books for qualified and approved voluntary education programs undertaken outside regular working hours.
Uniforms
When an employee's job assignment requires a uniform be worn, the District will provide and maintain the uniforms.
Employee Communication
The employee newsletter, The Employee Buzz., is published monthly and is designed to provide recognition to employees for on-the-job accomplishments and to inform employees about issues relating to the District.