Customer Services Representative II (Customer Assistance Program)

Only the first 150 qualified applications will be accepted by the Recruitment Division online at www.ebmud.com during the filing period.

Under general direction of the Customer Support Program Administrator, the Customer Services Representative II (CSR II) will perform various duties related to the East Bay Municipal Utility District’s (EBMUD’s) Customer Assistance Program (CAP) which supports customers in disadvantaged communities or who otherwise experience financial hardships. CSR II’s (CAP) will interact with customers and internal staff, perform tasks related to data entry and reports, and maintain documentation. It is essential for CSR II’s to adhere to quality standards and complex business and program practices, policies, and procedures while supporting the needs of customers seeking assistance and ensuring an accurate and fair intake process. Duties will also include supporting outreach and education efforts to increase accessibility for eligible customers to CAP and other similar programs. The Customer Services Representative II is the experienced journey-level position in the CSR job series and is expected to handle more complex and difficult duties that include responding to customer inquiries and complaints in a clear, efficient and satisfactory manner. CSR IIs must exercise reasoned and independent judgement in determining appropriate actions to take in dealing with customers. CSR IIs are receptive to information technology and embraces change supporting the goals of the Customer and Community Services Department. Some specific CSR II (CAP) duties include:

- Answering incoming calls from existing CAP participants and prospective eligible customers.

- Responding to inquiries and providing information about CAP regarding eligibility requirements, program rules and procedures, the intake process, and other relevant information,

- Supporting peers, the Senior CSR, and the CAP Administrator on various projects for the work unit.

- Tracking, maintaining, and reconciling customers’ CAP accounts.

- Entering and retrieving data from multiple software applications. The most competitive candidates will also have: extensive experience with multi-screen computer applications that track eligibility, payments, billing, contact and service information for accounts; experience with MS Office including Word, Excel and Adobe Acrobat; excellent oral communication skills; demonstrated customer service experience that involved dealing with difficult situations and people, and exercising independent judgment within established guidelines; ability to follow policies and procedures; ability to understand complex business rules and maintain effective interpersonal working relationships with a variety of individuals within and outside the organization. The salary range is $6,922 per month increasing to $7,268, $7,631, $8,013 and $8,414 after 6, 18, 30, and 42 months, respectively. This position is eligible for a hybrid onsite and telecommuting work arrangement based on terms agreed upon between the employee and supervisor. Work from home may be allowed for some job duties. EBMUD is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, creed, sex, gender, gender identity (including transgender status), gender expression, marital or registered domestic partnership status, age for individuals age forty or older, national origin, ancestry, disability (mental or physical), medical condition (cancer and genetic characteristics), genetic information, sexual orientation, military and veterans status, family or medical leave status, pregnancy (including childbirth, lactation or related medical condition), pregnancy disability leave status, domestic violence victim status, political affiliation, and other categories protected by federal, state and/or local laws. 1. Completion of the twelfth grade or its equivalent. 2. At least three years of customer service experience. The best qualified candidates will have direct, extensive experience providing customer service in a high-volume, high-visibility work environment that requires accuracy and attention to detail. Other requirements: Must possess the physical characteristics needed to perform the basic duties of the job, including physical capacity to: stand or sit and work using a keyboard and/or telephone for prolonged periods without a break; reach and stoop to retrieve and sort files; lift and carry equipment and materials weighing up to 20 pounds; hand-eye coordination sufficient to peruse documents during computer data entry or use of a 10-key; visual acuity to read numbers, text, computer screens and computer printouts; ability to communicate effectively in English; ability to hear effectively both in-person and on the telephone; and manual dexterity to write and operate a keyboard and 10-key. In addition, candidates must be willing to work overtime as needed. Equivalent combinations of education and experience may be considered. To be considered under the “equivalent combination of education and experience” provision, it is your responsibility to include in your application materials written evidence of employment performed at the level of the typical duties of this position and/or coursework in subject areas directly related to this position. For more information, see our FAQ page at http://www.ebmud.com/jobs/job-resources/job-faqs-frequently-asked-questions/. 1. Submit a completed EBMUD application and the required supplemental question responses online at www.ebmud.com by 4:30 p.m. on Friday, September 5, 2025. Only application materials submitted online during the filing period will be accepted. 2. Candidates must achieve a passing score on each test part in order to advance to the next step in the selection process. 3. Only qualified applications and supplemental responses within the limit will be competitively evaluated, with those candidates receiving a passing score to be invited to a panel interview tentatively scheduled for October 2025. 4. Successful candidates will be placed on the hiring list, based on rank, for further consideration to fill the current regular vacancies, as well as others occurring over the next 12 to 24 months. 5. The probation period for this position is 6 months. For those holding civil service status the probation period is 6 months. 6. All employment offers are conditional, pending the results of a Live Scan background screening. All selected finalists must participate in the Live Scan background screening process to remain in consideration for EBMUD employment. The Evaluation of Training and Experience is the first stage of the selection process for CSR II (CAP). Your responses to these supplemental questions and your regular EBMUD application will be evaluated on a competitive basis and only candidates passing the competitive application review will continue in the selection process. Your responses to the following questions must be submitted with the regular EBMUD application. Candidates who do not submit answers to the required supplemental questions will not be considered further. Please provide thorough, accurate descriptions of assignments you have personally performed; comments such as “see application” or “see resume” are not acceptable. Be sure to include your employer's name and the time period of the experience you are describing. Your responses should demonstrate your ability to write concise and well-organized documents using correct grammar, spelling and punctuation. NOTE: Any experience mentioned in your supplemental responses must be represented in your work history in your application.