Otay Water District
Customer Service Representative I or II
Otay Water District, San Diego, California, United States, 92189
Salary:
$29.88 - $41.18 Hourly Location :
San Diego, CA Job Type:
Full-Time Regular Job Number:
00291 Department:
Finance Division:
Customer Service Opening Date:
09/18/2025
General Duties Compensation Customer Service Representative I: $29.88 - $37.36 Customer Service Representative II: $32.95 - $41.18
Ideal Candidate Are you a self-starter with great attention to detail? Are you articulate and able to work in a fast-paced call center environment? Do you thrive on providing excellent customer service? If so, we would like to hear from you.
We welcome veterans and transitioning military. Are you a former service member with experience in a related field, such as Yeoman (YN), Personnel Specialist (PS), Logistics Specialist (LS) or similar occupation. If so, we encourage you to apply. Consider joining a team of dedicated professionals who work to protect and preserve water, one of our most valuable natural resources. The experience you've gained during your service can continue to impact the world with a career at Otay.
The Otay Water District offers excellent benefits, a balanced work/life environment and is a leader in the industry.
About the Position and Department This position may be appointed at either level depending upon qualifications and experience. This position in the Finance Department reports directly to the Customer Service Supervisor and performs customer service duties involving the processing of water applications and billings, responds to customer service inquiries and complaints, and resolve customer service problems. This position is a member of a dedicated, service-oriented team where collaboration and leadership are promoted at all levels.
The Finance Department is responsible for Customer Service, Meter Services, Accounting, Accounts Payable, and Payroll and have a staff of approximately 33 employees.
Applications will be accepted until there are a sufficient number of highly qualified applicants from which to make a selection. However, for the earliest consideration, please submit your application materials by September 21, 2025. For information on the recruitment process, please go to the Employment section of our website or click Examples of Duties
Both Levels Include:
Responds to routine customer inquiries and complaints via telephone, mail web or email regarding billings, operations issues and water conservation. Interprets customer accounts by using knowledge of applicable rules, ordinances, policies and rate schedules. Researches and maintains current records. Processes customer requested opening/closing service orders. Gathers information regarding ownership, boundaries and locations of property from public record deeds and maps. Submits service orders to field staff for a variety of operations or customer-related requests. Tracks status of service orders and follows up with field staff and customers as needed. Maintains records of accounts discontinued for non-payment and answers complex inquiries regarding the reinstatement of service, payment of water charges, penalties, service fees, deposits and all related follow-up. Calculates and processes customer account adjustments in accordance with District policy. Performs work as District receptionist by directing calls in a courteous and efficient manner, greeting the public and directing visitors to the proper host. Performs work as cashier by accepting, posting, and balancing payments with account records. Processes outgoing and return mail. Processes return payments and follows up to ensure alternative payments are received. Assists customers with the use of available online payment services. Edits, updates and requests re-reads on meter routes prior to billing when appropriate. Additionally, the Customer Service Representative II may assist in the following:
Coordinates and processes permits-service orders originated by the Engineering Department for new and existing meter installations, sewer services, construction meters and fire services. Maintains records on construction meters. Maintains records of unpaid, closed accounts and bankruptcies and refers these accounts to a collection agency as appropriate. Processes monthly collection agency summaries. Prepares investigation requests for field checks on secured meters or meters with low consumption. Records daily money transactions and balances cash with records. Prepares contact and disconnection schedule. For the complete job description, go to the Employment section of our website or click
here Required Licenses and/or Certifications
Both levels require a valid California Driver's License and a safe driving record. (This requirement is currently under review.) Minimum Experience, Education, and Training Requirements
Customer Service Rep. I Experience: One (1) year of recent (within 5 years of application) customer service experience, preferably in an office or billing environment.
Customer Service Rep. II Experience: Three (3) years of recent (within 5 years of application) customer service experience, preferably in an office of billing environment.
Education for Both Levels: High school diploma or G.E.D. Associate's Degree desired.
This is an hourly, non-exempt position.
Otay Water District is a Smoking, Tobacco and Nicotine Free Campus.
All Otay Water District employees are at-will pursuant to California Water Code, Section 71362. Notice: Benefits listed below assume full-time regular status. These benefits do not apply to temporary appointments.
Scheduled salary increases include the following:
July 1, 2024:
6% Cost-of-Living Adjustment July 14, 2025:
5% Cost-of-Living Adjustment July 13, 2026:
5% Cost-of-Living Adjustment Annual Merit Increases:
Eligible employees are eligible for 3% merit increase on an annual basis until they reach the top of their salary range, based on meeting expectations on their performance review. Vacation:
12 days/year, increasing to a max of 23 days/year.
Sick Leave:
8 days/year, increasing to max of 15 days/year.
Paid Holidays:
14 days/year, including employee's birthday and two floating holidays.
Alternative Work Schedule:
A 9/80 work schedule may be available based on the needs of the department. Upon approval, employees would work 80 hours over 9 days and enjoy one day off every two weeks. Some Operations department staff may be subject to a 4/10 work schedule (four 10-hour days within a week).
PERS Retirement:
The District contracts with the California Public Employees' Retirement System (CalPERS). CalPERS is a defined benefit retirement plan that includes a lifetime benefit determined by a set formula (years of service, age at retirement, and final compensation). Employees hired after January 1, 2013, are subject to the Public Employees' Pension Reform Act (PEPRA).
Employee Contributions: New Member
(hired on or after 1/1/13 who are new CalPERS members or do not have reciprocity with CalPERS):
Are enrolled in the 2% at age 62 formula based on the employee's 36 months of highest average annual compensation limit set by CalPERS. District and employees share the normal employee CalPERS service contribution cost. Employees contribute 7.5% of salary toward the employee CalPERS service contribution cost up to the annual compensation limit set by CalPERS. Classic Member
(hired before January 1, 2013, or who have reciprocity with CalPERS):
Are enrolled in the 2.7% at age 55 formula based on the employee's single highest year annual compensation. Employees contribute 8% of salary towards the employee CalPERS service contribution cost.
The District is also a
Social Security participant
and the District and employee make contributions.
Deferred Compensation Retirement Plan (457 Plan):
Optional plan designed to provide employees with additional retirement income. Employees may elect to contribute a portion of their income on a pre-tax or post-tax basis through payroll deductions.
Medical/Rx Insurance:
Choice of Blue Shield PPO, EPO, HMO or Kaiser HMO plans, 100% premium paid by District for employee and 88% for dependent(s).
Dental Insurance:
100% premium paid by District for employee and 88% paid for dependent(s).
Vision:
100% premium paid by District for employee and 0% for dependent(s).
Flexible Benefits Plan:
The District offers a healthcare and dependent care flexible benefits plan. The healthcare account reimburses the employee on a pre-tax basis for medical, pharmacy, dental and other related expenses not covered by the insurance plans. The dependent care account allows employees to pay for employment-related dependent care expenses on a pre-tax basis.
Group Term Life & Accidental Death and Dismemberment Insurance:
100% premium paid by the District for employee and eligible dependent(s). Depending on employees' annual earnings and/or position, amounts of Life and AD&D insurance range from $15,000 to $50,000. Eligible dependents have life insurance coverage of $1,000.
Voluntary Life Insurance:
Employees may elect to cover themselves and eligible dependents for voluntary life insurance. The full cost of this insurance is paid by the employee via payroll deductions
Short-Term and Long-Term Disability Insurance:
The District provides short-term and long-term disability insurance equal to 66 2/3% of your income after a 30-day elimination period (90-day elimination period for long term disability) if totally disabled due to illness or injury.
Education Reimbursement Program:
Employees are eligible to receive reimbursement for District approved courses not to exceed $3,000 per fiscal year.
Certification Incentive Program:
Eligible District employees that obtain target certifications that exceed the minimum job requirements may qualify for either a base pay percentage increase or receive a monetary incentive.
Employee Assistance Program:
Provides confidential referrals and counseling concerning personal, family, or work-related issues for employees and their dependents.
Free Onsite Workout Facility:
The District has a fully equipped exercise room for employees to use before work, after work or during lunchtime.
Yoga Classes:
On-site Yoga classes are offered during the lunch hour at the employee's expense.
Retirement Benefits: Health Reimbursement Arrangement (HRA) effective September 1, 2024:
A Health Reimbursement Arrangement is an interest-bearing, employer-funded account created in your name to reimburse you tax-free in retirement for eligible medical expenses and premiums. Otay Water District makes deposits of employer contributions and mandatory employee contributions while you are employed, but you will not be able to access funds until retirement or separation of service, having met Otay Water District's vesting requirements.
Tier II Eligibility for All Full-time Regular Employees Hired On or After September 1, 2024: All full-time, regular employees hired on or after September 1, 2024, will participate in a mandatory HRA Plan. The District and the employee will make contributions to the HRA Plan.
The District will contribute $4,000 annually to the employee's HRA from their latest date of hire until they retire or terminate from the District for a maximum period of twenty (20) years. The employee will contribute $1,000.00 annually (or $40 per pay period for the first twenty-five (25) pay periods of the calendar year) to their HRA from their latest date of hire until they retire or terminate from the District. There is a vesting schedule for this Plan as set forth in the Memorandum of Understanding between the Otay Water District Employees Association, effective July 1, 2024 through June 30, 2027. 01
Which best describes the highest level of education you have completed?
I do not have a High School Diploma or G.E.D. I have a High School Diploma or G.E.D. I have come college-level coursework. I have an Associate's Degree. I have a Bachelor's Degree or higher.
02
Which best describes your experience in providing customer service?
I have less than 1 year of experience providing customer service. I have 1-2 years of experience providing customer service. I have 3 years of experience providing customer service. I have 4-6 years of experience providing customer service. I have 7 or more years of experience providing customer service. I have 1 or more years of experience providing customer service; however, I have NOT been doing this type of work during the past 5 years.
03
Do you have experience providing customer service in an office or billing environment?
Yes No
04
Please elaborate on your experience in providing customer service. What were your duties? Was it in a billing or call center environment? Please do not type "See Resume" or "See Application". If you do not have experience in this area, please type N/A. Required Question
$29.88 - $41.18 Hourly Location :
San Diego, CA Job Type:
Full-Time Regular Job Number:
00291 Department:
Finance Division:
Customer Service Opening Date:
09/18/2025
General Duties Compensation Customer Service Representative I: $29.88 - $37.36 Customer Service Representative II: $32.95 - $41.18
Ideal Candidate Are you a self-starter with great attention to detail? Are you articulate and able to work in a fast-paced call center environment? Do you thrive on providing excellent customer service? If so, we would like to hear from you.
We welcome veterans and transitioning military. Are you a former service member with experience in a related field, such as Yeoman (YN), Personnel Specialist (PS), Logistics Specialist (LS) or similar occupation. If so, we encourage you to apply. Consider joining a team of dedicated professionals who work to protect and preserve water, one of our most valuable natural resources. The experience you've gained during your service can continue to impact the world with a career at Otay.
The Otay Water District offers excellent benefits, a balanced work/life environment and is a leader in the industry.
About the Position and Department This position may be appointed at either level depending upon qualifications and experience. This position in the Finance Department reports directly to the Customer Service Supervisor and performs customer service duties involving the processing of water applications and billings, responds to customer service inquiries and complaints, and resolve customer service problems. This position is a member of a dedicated, service-oriented team where collaboration and leadership are promoted at all levels.
The Finance Department is responsible for Customer Service, Meter Services, Accounting, Accounts Payable, and Payroll and have a staff of approximately 33 employees.
Applications will be accepted until there are a sufficient number of highly qualified applicants from which to make a selection. However, for the earliest consideration, please submit your application materials by September 21, 2025. For information on the recruitment process, please go to the Employment section of our website or click Examples of Duties
Both Levels Include:
Responds to routine customer inquiries and complaints via telephone, mail web or email regarding billings, operations issues and water conservation. Interprets customer accounts by using knowledge of applicable rules, ordinances, policies and rate schedules. Researches and maintains current records. Processes customer requested opening/closing service orders. Gathers information regarding ownership, boundaries and locations of property from public record deeds and maps. Submits service orders to field staff for a variety of operations or customer-related requests. Tracks status of service orders and follows up with field staff and customers as needed. Maintains records of accounts discontinued for non-payment and answers complex inquiries regarding the reinstatement of service, payment of water charges, penalties, service fees, deposits and all related follow-up. Calculates and processes customer account adjustments in accordance with District policy. Performs work as District receptionist by directing calls in a courteous and efficient manner, greeting the public and directing visitors to the proper host. Performs work as cashier by accepting, posting, and balancing payments with account records. Processes outgoing and return mail. Processes return payments and follows up to ensure alternative payments are received. Assists customers with the use of available online payment services. Edits, updates and requests re-reads on meter routes prior to billing when appropriate. Additionally, the Customer Service Representative II may assist in the following:
Coordinates and processes permits-service orders originated by the Engineering Department for new and existing meter installations, sewer services, construction meters and fire services. Maintains records on construction meters. Maintains records of unpaid, closed accounts and bankruptcies and refers these accounts to a collection agency as appropriate. Processes monthly collection agency summaries. Prepares investigation requests for field checks on secured meters or meters with low consumption. Records daily money transactions and balances cash with records. Prepares contact and disconnection schedule. For the complete job description, go to the Employment section of our website or click
here Required Licenses and/or Certifications
Both levels require a valid California Driver's License and a safe driving record. (This requirement is currently under review.) Minimum Experience, Education, and Training Requirements
Customer Service Rep. I Experience: One (1) year of recent (within 5 years of application) customer service experience, preferably in an office or billing environment.
Customer Service Rep. II Experience: Three (3) years of recent (within 5 years of application) customer service experience, preferably in an office of billing environment.
Education for Both Levels: High school diploma or G.E.D. Associate's Degree desired.
This is an hourly, non-exempt position.
Otay Water District is a Smoking, Tobacco and Nicotine Free Campus.
All Otay Water District employees are at-will pursuant to California Water Code, Section 71362. Notice: Benefits listed below assume full-time regular status. These benefits do not apply to temporary appointments.
Scheduled salary increases include the following:
July 1, 2024:
6% Cost-of-Living Adjustment July 14, 2025:
5% Cost-of-Living Adjustment July 13, 2026:
5% Cost-of-Living Adjustment Annual Merit Increases:
Eligible employees are eligible for 3% merit increase on an annual basis until they reach the top of their salary range, based on meeting expectations on their performance review. Vacation:
12 days/year, increasing to a max of 23 days/year.
Sick Leave:
8 days/year, increasing to max of 15 days/year.
Paid Holidays:
14 days/year, including employee's birthday and two floating holidays.
Alternative Work Schedule:
A 9/80 work schedule may be available based on the needs of the department. Upon approval, employees would work 80 hours over 9 days and enjoy one day off every two weeks. Some Operations department staff may be subject to a 4/10 work schedule (four 10-hour days within a week).
PERS Retirement:
The District contracts with the California Public Employees' Retirement System (CalPERS). CalPERS is a defined benefit retirement plan that includes a lifetime benefit determined by a set formula (years of service, age at retirement, and final compensation). Employees hired after January 1, 2013, are subject to the Public Employees' Pension Reform Act (PEPRA).
Employee Contributions: New Member
(hired on or after 1/1/13 who are new CalPERS members or do not have reciprocity with CalPERS):
Are enrolled in the 2% at age 62 formula based on the employee's 36 months of highest average annual compensation limit set by CalPERS. District and employees share the normal employee CalPERS service contribution cost. Employees contribute 7.5% of salary toward the employee CalPERS service contribution cost up to the annual compensation limit set by CalPERS. Classic Member
(hired before January 1, 2013, or who have reciprocity with CalPERS):
Are enrolled in the 2.7% at age 55 formula based on the employee's single highest year annual compensation. Employees contribute 8% of salary towards the employee CalPERS service contribution cost.
The District is also a
Social Security participant
and the District and employee make contributions.
Deferred Compensation Retirement Plan (457 Plan):
Optional plan designed to provide employees with additional retirement income. Employees may elect to contribute a portion of their income on a pre-tax or post-tax basis through payroll deductions.
Medical/Rx Insurance:
Choice of Blue Shield PPO, EPO, HMO or Kaiser HMO plans, 100% premium paid by District for employee and 88% for dependent(s).
Dental Insurance:
100% premium paid by District for employee and 88% paid for dependent(s).
Vision:
100% premium paid by District for employee and 0% for dependent(s).
Flexible Benefits Plan:
The District offers a healthcare and dependent care flexible benefits plan. The healthcare account reimburses the employee on a pre-tax basis for medical, pharmacy, dental and other related expenses not covered by the insurance plans. The dependent care account allows employees to pay for employment-related dependent care expenses on a pre-tax basis.
Group Term Life & Accidental Death and Dismemberment Insurance:
100% premium paid by the District for employee and eligible dependent(s). Depending on employees' annual earnings and/or position, amounts of Life and AD&D insurance range from $15,000 to $50,000. Eligible dependents have life insurance coverage of $1,000.
Voluntary Life Insurance:
Employees may elect to cover themselves and eligible dependents for voluntary life insurance. The full cost of this insurance is paid by the employee via payroll deductions
Short-Term and Long-Term Disability Insurance:
The District provides short-term and long-term disability insurance equal to 66 2/3% of your income after a 30-day elimination period (90-day elimination period for long term disability) if totally disabled due to illness or injury.
Education Reimbursement Program:
Employees are eligible to receive reimbursement for District approved courses not to exceed $3,000 per fiscal year.
Certification Incentive Program:
Eligible District employees that obtain target certifications that exceed the minimum job requirements may qualify for either a base pay percentage increase or receive a monetary incentive.
Employee Assistance Program:
Provides confidential referrals and counseling concerning personal, family, or work-related issues for employees and their dependents.
Free Onsite Workout Facility:
The District has a fully equipped exercise room for employees to use before work, after work or during lunchtime.
Yoga Classes:
On-site Yoga classes are offered during the lunch hour at the employee's expense.
Retirement Benefits: Health Reimbursement Arrangement (HRA) effective September 1, 2024:
A Health Reimbursement Arrangement is an interest-bearing, employer-funded account created in your name to reimburse you tax-free in retirement for eligible medical expenses and premiums. Otay Water District makes deposits of employer contributions and mandatory employee contributions while you are employed, but you will not be able to access funds until retirement or separation of service, having met Otay Water District's vesting requirements.
Tier II Eligibility for All Full-time Regular Employees Hired On or After September 1, 2024: All full-time, regular employees hired on or after September 1, 2024, will participate in a mandatory HRA Plan. The District and the employee will make contributions to the HRA Plan.
The District will contribute $4,000 annually to the employee's HRA from their latest date of hire until they retire or terminate from the District for a maximum period of twenty (20) years. The employee will contribute $1,000.00 annually (or $40 per pay period for the first twenty-five (25) pay periods of the calendar year) to their HRA from their latest date of hire until they retire or terminate from the District. There is a vesting schedule for this Plan as set forth in the Memorandum of Understanding between the Otay Water District Employees Association, effective July 1, 2024 through June 30, 2027. 01
Which best describes the highest level of education you have completed?
I do not have a High School Diploma or G.E.D. I have a High School Diploma or G.E.D. I have come college-level coursework. I have an Associate's Degree. I have a Bachelor's Degree or higher.
02
Which best describes your experience in providing customer service?
I have less than 1 year of experience providing customer service. I have 1-2 years of experience providing customer service. I have 3 years of experience providing customer service. I have 4-6 years of experience providing customer service. I have 7 or more years of experience providing customer service. I have 1 or more years of experience providing customer service; however, I have NOT been doing this type of work during the past 5 years.
03
Do you have experience providing customer service in an office or billing environment?
Yes No
04
Please elaborate on your experience in providing customer service. What were your duties? Was it in a billing or call center environment? Please do not type "See Resume" or "See Application". If you do not have experience in this area, please type N/A. Required Question