NEOGOV · 3 months ago
Customer Account Representative I
Fremont, CA
Full-time
Onsite
Entry Level
$72K/yr - $87K/yr
1+ years expThe Alameda County Water District is seeking detail-oriented applicants for the position of Customer Account Representative. This role involves providing excellent customer service, managing billing and payments, and handling customer inquiries in a fast-paced environment.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
Obtains required customer information to process requests for start or discontinuance of water services; establishes deposit amounts from written guidelines for new customers and prorates and adjusts billings as appropriate
Interprets policies and procedures and exercises judgment to respond to routine customer inquiries and complaints pertinent to billing, fees, rate structures, and District services; researches questions or problems and follows up as required or refers to appropriate personnel for resolution
Performs various duties related to billing, including scheduling billing, auditing bills, resolving billing errors, reviewing customer accounts for completeness and accuracy, entering meter readings, and collaborating with field staff to confirm consumption amount and possible leaks
Assists customers with setting up online accounts, including enrolling in payment plan, troubleshooting user issues and resolve challenging customer interactions
Receives customer payments, makes change, and issues receipts; opens and verifies customer payments received by mail; balances daily cash receipts, totals batches of checks received, and prepares bank deposit documents
Uses an on-line computer system extensively to process customer service requests; post payments; creates or updates master customer account files and related meter records; creates work orders for field personnel
Schedules and coordinates activities of field personnel relative to new water service and/or turn-off of service due to non-payment; reads tract maps and researches records to locate properties to assist field personnel
Issues hydrant meters for temporary water service and processes payments, enters readings, bills for damages, and refunds depositions
Reviews a variety of customer account records for completeness and arithmetic accuracy; makes necessary corrections or refers to appropriate personnel for further action
Prepares correspondence and special reports related to customer service activities
Serves as receptionist for District administrative offices, receiving and screening all telephone calls and visitors and referring caller to proper office or individual
Performs other related work as required
Qualification
Required
Possession of a high school diploma or its equivalent
One (1) year of full-time general office support work, which includes interpreting and explaining policies and procedures to the public
Strong Communication Skills
Outstanding Customer Service Skills
Ability to multi-task
Analyze data and research information
Preferred
Utility billing experience is highly desired
Benefits
Health Insurance: Coverage is provided through the PERS Health program. Under the Cafeteria Plan, employees will receive a flex dollar allowance to purchase healthcare coverage, and qualifying voluntary products. The employee medical deductions shall not occur in the paycheck in which Union dues are withdrawn.
Dental and Vision: Coverage for the employee and eligible dependents is fully paid by the District.
Retirement: California Public Employees Retirement System (CalPERS) benefit depends on whether the employee is a "new" member or "classic" member under state law.
Classic member: Employee who is a member of PERS or reciprocal agency within six months of hire at ACWD. 2.5% @ 55 with 8% employee contribution. $5000 Retired Death Benefit, 3% Annual Cost-of-Living Allowance Increase, Post-Retirement Survivor Allowance to Continue After Remarriage, Pre-Retirement Death Benefits to Continue After Remarriage of Survivor, Additional Opportunity to Elect 1959 Survivor Benefits, 1959 Survivor Benefit Level 4, Unused Sick Leave Credit, Public Service Credit for Peace Corps, AmeriCorps VISTA, or AmeriCorps Service, Military Service Credit as Public Service, Final Compensation 1 Year, Post-Retirement Survivor Allowance, Prior Service. The District picks up 2.5% of the CalPERS retirement contribution.
New member: Employees hired after 12/31/12 who were not members of PERS or a reciprocal agency within the last six months of hire at ACWD. 2% @ 62 with 7% employee contribution. Effective 7/1/23 PEPRA employee contributions will increase to 7.75%. $5000 Retired Death Benefit, 1959 Survivor Benefit Level 4, 3% Annual Cost-of-Living Allowance Increase, Additional Opportunity to Elect 1959 Survivor Benefits, Final Compensation 3 Years, Military Service Credit as Public Service, Post-Retirement Survivor Allowance, Post-Retirement Survivor Allowance to Continue After Remarriage, Pre-Retirement Death Benefits to Continue After Remarriage of Survivor, Pre-Retirement Option 2W Death Benefit, Prior Service, Public Service Credit for Peace Corps, AmeriCorps VISTA, or AmeriCorps Service, Unused Sick Leave Credit.
Social Security/Medicare: The District does not participate in Social Security, but provides a 1.45% matching Medicare contribution.
Retiree Health Benefits: Coverage is provided through the CalPERS Health program. The District's contribution for retiree coverage shall be the PEMHCA minimum contribution as determined by CalPERS on an annual basis. Please refer to the Memorandum of Understanding for various eligibility and plan details.
Employees hired on or after January 1, 2019 will receive a defined-contribution benefit into a retiree health savings account.
Life Insurance: The District provides Basic Life Insurance and Basic AD&D Insurance of one times your annual salary to a maximum of $150,000. There is no cost to the employee for this insurance.
Long Term Disability: The District provides you with Long Term Disability Income Insurance of 66 2/3% of monthly earnings with a maximum monthly benefit up to $7,000.
Short Term Disability: Coverage is provided through the District for employees working a minimum of 20 hours per week at 66 2/3% of base weekly earnings for the first 12 weeks up to a weekly benefit maximum of $1,650.
Deferred Compensation: Optional deferred income plans allowing tax sheltering of current income and payment later as supplemental retirement income.
Vacation: 10 days first year, increasing to 25 days after 20 years.
Holidays: 12 days per year, plus 4 Floating Holidays per fiscal year.
Sick Leave: 12 days per year plus 30 hours/year Medical Appointment Leave.
Employee Assistance Program: Up to 6 sessions for employees and family members for professional consultation and short-term counseling for personal problems.
Tuition Reimbursement: The District will reimburse 100% of the total tuition and textbook costs incurred in taking courses outside of normal working hours related to District employment up to an annual maximum of $5,250.
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
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2025 (13)
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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
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