Customer Service Representative

The Lakewood Water District seeks a highly motivated Customer Service Representative to join its Customer Service Department. The District’s Customer Service Representatives are responsible for performing a variety of customer service activities, front desk operations, and administrative duties to support the District’s customer service function. This position reports to the Office Manager.

Examples of Responsibilities:

• Answers all correspondence regarding accounts and services received via mail, email, phone, voicemail, and in-person, answers the telephone and greets customers, determines the type, nature, and urgency of contact, screens and directs calls to appropriate staff, records or relays messages, assists in-person customers at the front counter
• Researches and responds to customer inquiries and concerns regarding accounts and services in a professional and courteous manner, verifies transactions and resolves inquiries regarding billing, documents conversations regarding billing and account information
• Completes customer move-in and move-out transactions
• Performs tasks related to customer billing, including making payment arrangements, receives payments, processes final bills, calculates and prepares adjustments and refunds, tracks delinquent payments and collections, issues late fees and initiates disconnects
• Balances daily payments, prepares bank deposits, posts payments to customer accounts, generates reports
• Generates water availability letters and other routine transactions, issues permits
• Dispatches field personnel to check for leaks, lock and unlock meters, verify meter readings, and provide other services, conducts follow-ups on work orders
• Prepares property liens, confirms delinquent status, calculates charges and fees, documents account activities and monitors ongoing lien activities, generates appropriate reports, as needed
• Processes miscellaneous work orders and on-call work orders, verifies accuracy and completeness
• Provides clerical and office administrative support, prepares and mails correspondence to customers and vendors
• Runs continuous usage reports, contacts customers who have continuous usage
• May be responsible for administrative support for a District program or task, e.g., cross connection, balancing daily cash, night drop, mail payments, and return mail

This is an outstanding opportunity for a dedicated and customer-focused professional who thrives both independently and as part of a cohesive team. The successful candidate will have a demonstrated ability to handle customer inquiries and issues with efficiency and care, strong communication skills, and a deep understanding of customer needs. We are seeking a candidate to contribute to team success through active listening, attention to detail, and excellent organizational skills. The successful candidate will operate with integrity and reliability that enables them to quickly engender trust and credibility internally, externally, and at all levels.

Qualification requirements include any combination of education and experience that provides the applicant with the knowledge, skills, and abilities required to perform the job. A typical way to obtain the knowledge and abilities would be:

• A high school diploma or equivalent
• Two to six years of general administrative support, cashiering, reception services, customer service, billing, accounting, or other related experience preferably in a public utility

Lakewood Water District is offering the following salary ranges for the Customer Service Representative series, dependent upon experience and qualifications, along with a comprehensive benefits package.

• Customer Service Representative I: $28.62 – $38.63
• Customer Service Representative II: $32.19 – $43.45
• Customer Service Representative III: $36.21 – $48.88

Lakewood Water District is regarded as a leader in the industry and has a skilled and engaged staff and Board of Commissioners. If you are looking for a rewarding career opportunity with a service-oriented organization, this might be the right opportunity for you.