Bargaining Unit: Office and Clerical Employee Unit
Salary Code: 20
Fair Labor Standards Act Designation: Nonexempt
Effective Date: October 1, 2023
Under general supervision of the Supervisor of Customer Accounting, assists in directing and coordinating the activities of the Customer Accounting Department related to the distribution of water including ordering, delivery, billing and record keeping activities for water user accounts and maintaining profitable relationships.
The Senior Customer Service Representative provides supervision of Customer Service Representatives, is responsible for and will perform the most complex duties related to planning, organizing, directing, and reviewing the daily activities of the Customer Service Representatives, and is required to be knowledgeable and trained in all procedures related to this department. The ability to work with water information management systems, communicate effectively and transmit information to subordinates, superiors and the public is required.
EXAMPLES OF WORK PERFORMED:
The information listed below is meant to serve as examples of the job duties and responsibilities for positions in this classification. This list is neither inclusive nor exclusive, but indicative of several types of duties performed.
- Plans, organizes, directs, and reviews the daily activities of the Customer Service Representatives, and advises on difficult problems and recommends improvements in workflow and procedures.
- Resolves work problems, interprets and applies District policies and guidelines for the customer accounting function as they pertain to water allocation, ordering, delivery, and billing and record keeping activities.
- Selects, trains, and evaluates staff. Assign projects and reviews completed and ongoing work.
- Coaches and counsels staff as needed. Monitors performance and provides feedback on a continuous basis and completes annual performance evaluations.
- Advises water users of policies, rules, procedures, and legal requirements relating to the delivery of water.
- Makes recommendations regarding curtailment or termination of water service due to system constraints or violations of District regulations.
- Prepares clear and concise reports, correspondence, and other written materials.
- Reviews and approves employee timesheets within the Department.
- Reviews and applies Reclamation law, legislation, and other authoritative guidelines as appropriate.
- Reviews software applications and works with Information Technology on Departmental needs in order to service customers.
- Performs other duties as assigned.
Education and Experience
Any combinationof education and experience that has led to the acquisition of the knowledge required by the position. A typical way of acquiring the knowledge would be:
Completion of one (1) year of college (30) semester units including course work in business administration, accounting, agriculture, or a closely related field and three (3) years of experience in a technical position performing customer service accounting work involving spreadsheet and/or database development/analysis, accounting work or related work in a water district or public utility, or any combination thereof.
- Knowledge of water district or utility operations and billing procedures.
- Principles and practices of basic accounting and record keeping.
- Algebra and basic geometry.
- Computer, software, and data applications as applied to customer accounting and record keeping.
- Reclamation law as it applies to land eligibility and water pricing.
- Federal and state laws applicable to deliveries of agricultural, municipal, and industrial water.
- Modern office practices, procedures, and equipment.
- Proper English usage, grammar, spelling, and punctuation.
- The form, purpose, and use of land descriptions.
- Agricultural and irrigation practices.
- Maintain confidentiality concerning financial and customer records.
- Principles and techniques of supervision.
- Understand, interpret, and apply department policies, rules, regulations and procedures.
- Communicate clearly and effectively using a telephone and two-way radio equipment.
- Maintain a high degree of initiative, maturity, integrity, and exercise sound judgment.
- Apply mathematical computations.
- Gather data, verifying information, and preparing and maintaining detailed accurate, and complex records.
- Manage multiple competing tasks of relatively equal priority and consistently meet changing and challenging deadlines.
- Write clear, concise email, reports, memoranda and instructions with technical accuracy using correct grammar, punctuation and spelling.
- Ability to work with water information management systems.
- Establish and maintain effective working relationships at all organizational levels and with the public.
- Moderate lifting of supplies and materials from time to time up to 30 pounds.
- Possess the physical characteristics to perform the critical and important duties of the job.
- May work hours other than normal work schedule.
- Possess a valid California Class C Driver’s License with a driving record acceptable to the District’s automobile insurance provider.