Customer Service Representative I

The Customer Service Representative I is a key member of the District's Customer Service team. Under general supervision of the Customer Service Supervisor, the Customer Service Representative I is responsible for providing world class customer service while performing a variety of responsible customer support and billing duties. The Customer Service Representative I will provide direct customer service associated with utility payments, requests for service, responses to customer inquiries, and other duties as assigned.

THE IDEAL CANDIDATE

The District is seeking a team-oriented individual committed to providing world class customer service. A candidate with excellent multi-tasking abilities who enjoys working in a fast paced environment will do well in this position.

The successful candidate will be outgoing, friendly, and compassionate with our customers and fellow team members.

THE DISTRICT

East Valley Water District was incorporated in 1954 under County Water District Laws. We provide water and sanitary sewer services to the City of Highland and the eastern portions of the City of San Bernardino, with a service population of approximately 108,000.

Recently online, the Sterling Natural Resource Center (SNRC) is a state-of-the-art facility in San Bernardino that provides a sustainable new water supply to the region. Capable of recycling up to 8 million gallons a day, the SNRC recharges the local Bunker Hill Groundwater Basin, produces renewable electricity, and creates new opportunities for the surrounding community.

East Valley Water District is an Equal Opportunity Employer. VISION

East Valley Water District aspires to be a beacon of excellence and innovation within the water industry. Through visionary leadership, we strive for a sustainable, transparent, and accountable future.

MISSION

Provide our community with exceptional water and wastewater services by prioritizing sustainability, efficiency, innovation, and ongoing collaboration.

CORE VALUES

- Leadership — Inspiring people to improve our community and advance water resources.

- Partnership — Developing relationships through collaboration and shared responsibility.

- Stewardship — Protecting our community’s resources, now and in the future.

DEFINITION

Under general supervision, performs a variety of professional and administrative duties related to the development and implementation of the District’s public relations programs and activities; and performs related work as required.

SUPERVISION RECEIVED AND EXERCISED

Receives general supervision from the Customer Service Supervisor. Exercises no supervision of staff. May exercise technical and functional direction over a lower-level class.

CLASS CHARACTERISTICS

Customer Service Representative I: This is the entry-level within the customer service representative series. The principal function of this class is to provide basic administrative support and customer service within the District. Initially under close supervision, incumbents of this class perform a variety of routine reception, billing and customer service work that does not require previous specialized experience. This class is alternately staffed with the Customer Service Representative II and incumbents may advance to the higher-level class after gaining the knowledge, skills and experience that meet the qualifications for and demonstrating the ability to perform the work of the higher-level class.

EXAMPLES OF TYPICAL JOB FUNCTIONS (Illustrative Only)

Management reserves the right to add, modify, change, or rescind the work assignments of different positions and tomake reasonable accommodations so that qualified employees can perform the essential functions of the job.

- Responds to customer inquiries and complaints in person or by telephone; provides for resolution of unusual billing and customer cost situations by conducting appropriate research; represents the District to callers and visitors in a professional and customer friendly manner.

- Interprets policies and procedures and explains service fees, rates, and procedures to customers.

- Receives and processes service requests and transfer orders, sets up new accounts, determines and collects necessary charges and secures legal documents regarding property description and ownership.

- Resolves issues and problems regarding the processing of orders and delinquent accounts.

- Operates computer billing systems; edits, prepares, and sends bills; maintains and reconciles a variety of customer billing records as directed.

- Operates standard office equipment, including job-related computer hardware and software applications, facsimile equipment and multi-line telephones; and may operate a two-way radio.

- Performs project research and report preparation related to customer billing, technical reports and other technical work related to District activities.

- Drafts and types correspondence, reports, forms, invitations, graphic materials, and specialized documents; proofs materials for accuracy, completeness, and compliance with District policies, format and English usage, including grammar, punctuation, and spelling.

Qualifications

Knowledge of:

Practices and procedures related to accounting for receipts and the maintenance of customer accounts.

- Practices and procedures related to accounting for receipts and the maintenance of customer accounts.

- Codes, regulations, policies, and procedures related to the customer service department.

- Business arithmetic and basic statistical techniques.

- Basic business letter writing and the standard format for reports and correspondence.

- Record keeping principles and procedures.

- Standard office support practices and procedures, including the use of standard office equipment.

- Computer applications related to the work.

- English usage, grammar, spelling, vocabulary, and punctuation.

- Techniques for providing a high level of customer service to public and District staff, in person and over the telephone.

Ability To

- Deal tactfully with the public and others in providing information, answering questions, and providing customer service.

- Respond to and effectively prioritize multiple phone calls and other requests or interruptions.

- Compose correspondence independently or from brief instructions.

- Balance cash receipts and maintain accurate financial records.

- Make accurate arithmetic, financial, and statistical computations.

- Enter and retrieve data from a computer with sufficient speed and accuracy to perform assigned work.

- Maintain detailed and accurate records.

- Organize own work, set priorities, and meet critical time deadlines.

- Operate modern office equipment including computer equipment and specialized software applications programs.

- Use English effectively to communicate in person, over the telephone and in writing.

- Establish and maintain effective working relationships with those contacted in the course of the work.

Candidates must possess education and experience equivalent to the completion of the twelfth (12th) grade and one (1) year of responsible customer service, administrative, cash handling, or financial/accounting support experience and possession of a valid California Class C driver’s license and satisfactory driving record.

Bilingual speaking proficiency in Spanish is desired.

Applicants must apply on the Employment Opportunities page at www.eastvalley.org. Once the position is found you will click the "Apply" link to begin the application process. Applications must be received by the final filing date of January 2, 2026.

All applications will be screened and candidates who best match the needs of the District will be invited to compete further in the selection process which may include a written and oral interview(s).

Additional Information

Please contact us at (909) 885-4900 or visit us online at www.eastvalley.org.

SPECIAL ACCOMODATIONS

Please contact the Administration Department should you require special accommodations during the recruitment process.

PHYSICAL DEMANDS

Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; vision to read printed materials and a computer screen; and hearing and speech to communicate in person, before groups and over the telephone. This is primarily a sedentary office classification. Finger dexterity is needed to access, enter and retrieve data using a computer keyboard, typewriter keyboard or calculator and to operate standard office equipment. Positions in this classification occasionally bend, stoop, kneel, reach, push and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects weighing up to 25 pounds.

ENVIRONMENTAL ELEMENTS

Employees work in an office environment with moderate noise levels, controlled temperature conditions and no direct exposure to potentially hazardous physical substances. Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures.