Customer Service Specialist I

Job Description:

Customer Service Specialist I

Description

General Description

The District
Irvine Ranch Water District (IRWD) is a progressive, values-driven agency, with an international reputation for its leading-edge financial management practices, water recycling program, water use efficiency practices, water banking, urban runoff treatment, and energy generation and storage. Established in 1961 as a California Water District under the provisions of the California Water Code, IRWD is an independent special district serving central Orange County. IRWD provides high-quality drinking water, reliable sewage collection and treatment, ground-breaking recycled water programs, and environmentally sound urban runoff treatment to its customers. As an independent, not-for-profit public agency, IRWD is governed by a publicly elected five-member Board of Directors. The Board is responsible for the District's policies and decision-making. Day-to-day operations are supervised by the General Manager. Additional information can be found at the District's website: www.IRWD.com.

IRWD Corporate Values
Irvine Ranch Water District believes that its values drive the character, culture, and capacity of our organization. IRWD was built on values, and we weave them into the fabric of everything we do. Values are the ingredients in our recipe for both institutional and individual success. They are a code of conduct to promote positive outcomes for others and ourselves. They are more than words on a wall or a website. We live by them every day. We pledge to keep them relevant in an ever-changing world.

IRWD's employees enjoy working in a safe, supportive, and nurturing environment where they form strong bonds with fellow employees. To ensure effective communication and promote a collaborative team environment, employees report to work each day in the office or in the field, depending on their positions.

The Position

Under direct supervision, perform administrative duties for the Customer Service department including responding to customer questions and concerns with regards to billing, adjustment of accounts, or water and sewer service- related situations.

DISTINGUISHING CHARACTERISTICS

This is the entry-level position in this job series. This class performs the more routine tasks and duties. This classification differs from the Customer Service Specialist II in the skill level required and the complexity of the assigned work.

Essential Duties and Responsibilities

Take telephone, written and in-person requests regarding water and sewer service, and process utilizing the computer system.

Answer and resolve billing questions by telephone, written correspondence, emails, and in-person. Submit requests for adjustments to bills, if appropriate.

Accept payments from customers, prepare receipts, make change and create Customer Contacts on the computer system.

Educate customers regarding the District’s variance program. Assist with completion of applications, verify information and input into the computer system.

Receive, verify and record Temporary Construction Meter applications at the Customer Service front counter

Create and become advocate/responder for Customer Contacts and/or To Do’s on the computer system for all external/internal transactions.

Perform administrative job duties, including ordering supplies, distributing departmental mail, processing Customer Service Satisfaction Survey’s and completing expense reports.

Assist and provide back-up to the Customer Service Department as requested.

Comply with District work-related safety practices and attend relevant safety training.

When assigned to front desk receptionist duties:

Respond to all incoming calls to the District and route to appropriate department/person.

Greet, assign security badges, and direct internal/external customers and visitors to appropriate meeting rooms, department or individual.

Receive U.S. mail, sign for certified mail, accept packages, and determine/direct to appropriate individual.

Monitor phone system to ensure proper functioning and notify appropriate individual of any problems.

Minimum Education, Training and Experience

Education:

• High school graduation or equivalent is required. For degrees obtained outside of the U.S., an official equivalency evaluation is required.

Experience:

• Two (2) years of general office experience with heavy customer contact is required.

License/Certifications Required:

• A valid Class 'C' California Driver's License is required.

Additional Information

The physical and mental demands described below 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.

Language Ability and Interpersonal Communication
Ability to communicate effectively with all levels of office/field employees and management. Represent District in a professional manner when dealing with outside customers and suppliers. Ability to explain, demonstrate and clarify to others within well-established policies, procedures and standards, as well as the ability to follow specific instructions and respond to simple and difficult requests from others. Ability to effectively listen and communicate with multi-cultural customers.

Mathematical Ability
Ability to add, subtract, multiply, divide and calculate percentages, fractions and decimals. Ability to convert water equivalents.

Technology Ability
Intermediate computer knowledge and proficiency with MS Office Suite required. Keyboarding abilities sufficient to perform the job.

Judgment and Situational Reasoning Ability
Ability to use good personal judgment and discretion in performing all job functions. Ability to use good judgment in decision making with internal and external customers.

Physical Requirements
Regularly required to sit, walk, bend, stand and stoop. Ability to lift up to 35 lbs. to provide back up support to the mail room.

Environmental Adaptability
Noise level is equivalent to typical office conditions.
Disaster Service Worker: In accordance with Government Code Section 3100, Irvine Ranch Water District employees, in the event of a disaster, are considered disaster service workers and may be asked to respond accordingly.

IMPORTANT APPLICATION INFORMATION AND INSTRUCTION
All applicants are required to complete and submit a District application form online and answer the supplemental questionnaire. Stating "See Resume" is not an acceptable substitute for a completed application. Resumes or faxed copies will not be accepted in lieu of the District online application. To apply, click on the "Apply" link located at the top of this page.

New users must create an account first. Click on this link for instructions on how to set up your account and apply for the first time: Online Employment Application Guide Applications will be reviewed by the Human Resources Department and the subject matter expert. Those applicants possessing the most pertinent qualifications will be invited to continue in the selection process, which will include:

Spark Hire : a one way video-interview, evaluating the candidates' ability to convey their training and experience.

Oral Interview Examination : will evaluate the candidates' experience, training, education, and abilities in relation to those factors which are essential for successful performance on the job.

Communication regarding your application and/or status will be sent to the email address listed on your application. Please check your email regularly throughout the recruitment process as you will not receive communications by any other method.

Equal Opportunity Employer Irvine Ranch Water District is an Equal Opportunity Employer and provides reasonable accommodations to qualified individuals with disabilities. If you consider yourself a person with a disability, you may contact the Human Resources Department for a reasonable accommodation.

IRWD offers a comprehensive benefits package for eligible employees and their eligible dependents. These benefits include the following: retirement benefits; medical, dental, vision, and life insurance; anda variety of other benefits. Benefits may vary based on employment status. This benefits overview is intended to be a summary, is not intended to be all-inclusive,and may not be applicable to all employees.

Retirement
Employees hired on or after January 1, 2013:
The District, in compliance with the California Public Employees' Pension Reform Act of 2012 (PEPRA), implemented a third tier for new employees hired on or after January 1, 2013. New employees hired on or after January 1, 2013 who have not been in PERS membership or in membership with a reciprocal retirement system within 6 months of hire date will receive benefits under the California Public Employees Retirement System at a 2 percent at age 62 formula. This formula gradually increases to a maximum benefits of 2.5 percent at age 67. Final compensation calculations will be based on the highest three-year average of regular recurring pay. The District pays the employer's share of these costs. The employee share of the pension cost of 7.50% is paid in full by the employees hired under this formula.

Employees hired on or after September 29, 2012 or "Classic" PERS members hired on or after January 1, 2013:
On September 24, 2012, the IRWD Board of Directors approved the addition of a second tier to the CalPERS retirement benefits. New employees hired on or after September 29th through December 31, 2012, and employees hired on or after January 1, 2013 who have been in PERS membership or in membership with a reciprocal retirement system, will receive benefits under the California Public Employees Retirement System at 2 percent at age 60 formula. This formula gradually increases to a maximum benefit of 2.418% at age 63. The District pays the employer share of these costs and the employee share of the pension cost of 7% is paid in full by the employees hired under this formula. Final retirement compensation calculations are based on the highest three-year average of regular, recurring pay.

IRWDdoes not participate or pay into Social Security except for the Medicare portion.

Medical Insurance
IRWD contracts with CalPERS for medical insurance coverage. Employees may elect coverage from a variety of PPO and HMO plans. The employee and District contribution for health insurance varies by plan.Coverage is effective the first day of the month following the date of hire.

Dental Insurance
IRWD contracts with Delta Dental for dental coverage.IRWD pays 100% of the premium for dental coverage for eligible employees and their eligible dependents. Coverage is effective the first day of the month following the date of hire.

Vision Insurance
IRWD contracts with the EyeMed for vision coverage. IRWD pays 100% of the premium for vision coverage for eligible employees and their eligible dependents. Coverage is effective the first day of the month following the date of hire.

Life Insurance
Elgible employees are provided with life insurance coverage equal to three or four times their annual salary, depending on their level of compensation. Eligible dependents are also covered for a flat benefit amount. Coverage is effective the first day of the month following the date of hire.

Deferred Compensation
Participation in adeferred compensation plan is available through Empower Retirement. Enrollment is voluntary and contributions are employee-paid and subject to IRS limits. The District matches employee contributions up to 3% of base pay after 1 year of employment.

Paid Vacation
Eligible employees begin accruing vacation benefits at the rate of 80 hours per year for the first 5 years of employment. Employees accrue 120 hours per year after 5 years of employment and 160 hours per year after 10 years of employment.

Paid Holidays
The District offers 11 scheduled paid holidaysplus one personal holiday per year.

Sick Leave
Eligible employees accrue 96 hours of sick leave annually.

Flexible Spending Accounts
Eligible employees may elect to participate in the District's Flex Advantage program. This program allows employees to deposit pre-tax dollars into special accounts to be used for a variety of purposes, including paying for qualified miscellaneous health care expenses and dependent care expenses. IRWD contracts with a third party administer to process payments from employee accounts using claim forms or a Flex Spending debit card.

Educational Assistance
The District will share in the pre-approved educational costs of tuition and books for employees who wish to attend college or take certification classes.

Closing Date/Time: 9/30/2024 11:59 PM Pacific

Salary:

$56,097.60 - $76,169.60 Annually