NEOGOV · 3 months ago
Customer Service Representative I or II
San Diego, CA
Full-time
Onsite
Entry Level
$29.88/hr - $41.18/hr
1+ years expOtay Water District is a leader in the industry dedicated to protecting and preserving water resources. They are seeking a Customer Service Representative to handle customer inquiries, process service orders, and resolve billing issues within the Finance Department. The role involves collaboration in a service-oriented team environment.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
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
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
Qualification
Required
Both levels require a valid California Driver's License and a safe driving record
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
Benefits
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.
PERS Retirement: The District contracts with the California Public Employees' Retirement System (CalPERS).
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.
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.
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.
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.
Group Term Life & Accidental Death and Dismemberment Insurance: 100% premium paid by the District for employee and eligible dependent(s).
Voluntary Life Insurance: Employees may elect to cover themselves and eligible dependents for voluntary life insurance.
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.
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.
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.
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
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Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (10)
2022 (18)
2021 (14)
2020 (16)
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
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2025-10-31
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