Customer Relations Representative I - Santa Margarita Water District

JOB SUMMARY

Under general supervision, performs a variety of routine to complex customer service functions including responding to requests regarding water service and researching, responding to and resolving service and billing problems and making payment arrangements by telephone, web, online chat or in person; gener­ates field activity requests when needed; investigates and resolves customer account issues; provides information on programs and services; ensures that customer interactions meet high standards for the customer experience; and performs related duties as assigned.

DISTINGUISHING CHARACTERISTICS

This is the entry-level class in the Customer Relations Repre­sentative series providing general customer service support. Positions at this level are not expected to function with the same amount of program knowledge or skill level as positions allocated to the Customer Relations Representative II level and exercise less independent discretion and judgment in matters related to work procedures and methods. Work is usually supervised while in progress and fits an estab­lished structure or pattern. Exceptions or changes in procedures are explained in detail as they arise. Advancement to the “II” level is based on demonstrated proficiency in performing the assigned functions and is at the discretion of higher-level supervisory or management staff.

Customer Relations Representatives I reports directly to the Customer Relations Supervisor or his/her designee.