Senior Customer Service Representative (Promotional Only)

Description

Promotional Only: This recruitment is only open to current Mesa Water District employees

Mesa Water District is looking for a Senior Customer Service Representative to lead the Customer Services team! The Senior Customer Service Representative, under direction, leads, oversees, and participates in the more complex and difficult work of staff responsible for customer service, including interaction with the public and processing payments; resolves escalated customer conflicts regarding billing or meter issues; serves as technical resource; participates in developing and updating Standard Operating Procedures (SOPs); and ensures staff are appropriately trained.

What We're Looking For:

Interested candidates must submit their applications by 11:59 PM on Tuesday, July 8, 2025. Qualified candidates will be invited to participate in a selection process that may consist of a skills assessment and interview panels.

The Position

This is the advanced journey level class in the Customer Service Representative series and provide first-line direction, technical assistance and training to the assigned staff. Positions at this level perform the most difficult and responsible types of duties assigned to classes within this series including resolving escalated customer inquiries. Employees at this level are required to be fully trained in all procedures related to assigned area of responsibility. Judgment is required both in interpreting established policies, goals, and objectives, and in applying concepts, plans, and strategies that may deviate from traditional methods and practices. Exercises technical and functional direction over and provides training to lower-level staff.

Representative Duties

Minimum & Desired Qualifications

Knowledge of:

Ability To:

Holidays – Mesa Water provides full-time employees with 107 holiday hours per year, comprised of twelve observed holidays (96 hours) and (11) floating holiday hours.

Vacation – Employees accrue between eighty-eight (88) and one hundred and sixty (160) hours annually, depending on tenure. Accrued time is available to use after six months.

Sick Leave – Employees accrue ninety-six (96) hours per year, with no maximum accrual cap.

Retirement – Mesa Water employees participate in CalPERS retirement.

Effective January 1, 2013, newly hired employees who are new CalPERS members, as defined by the Public Employees' Pension Reform Act of 2013 (PEPRA), will be enrolled in the CalPERS 2% at age 62 defined benefit plan with a three-year final compensation in accordance with PEPRA. New members will be required to pay 8.25% of pension reportable salary as their full share of their member contribution.

An employee who is a "classic" member of CalPERS or a current member of another California public retirement system who is hired on or after January 1, 2013, will be enrolled in the CalPERS 2% @ 55 benefit formula with one-year final compensation. Effective 1/6/17, employees pay 7.0% of the employee contribution to CalPERS.

The District participates in Social Security. Please contact Human Resources if you have more questions.

Cafeteria Plan Benefits – Employees receive a $2,400 “Flex Credit” allocation per month to be used towards health benefits including medical, dental and vision. Flex credits not used towards benefits may be taken as additional taxable non-“Persable” income.

Deferred Compensation – A voluntary Deferred Compensation Plan (Section 457) is available to employees through Empower Retirement. Eligible employees may receive dollar for dollar employer match up to 3.5% of salary per calendar year.

Flexible Spending Account (FSA) – Employees may participate in either or both of Mesa Water's Section 125 plan flexible spending accounts: Dependent Care Reimbursement (eligible upon hire) and Medical Expense Reimbursement (after one-year).

Life Insurance – Full-time employees are covered by $200,000 in group term life insurance paid by District (benefit decreases at age 65).

Long Term Disability (LTD) – Full-time employees receive District-paid LTD insurance coverage equal to 2/3 of salary ($12,000 maximum monthly benefit) after a 90-day waiting period.

Short-Term Disability – The District participates in State Disability Insurance (SDI).

Automobile Allowance – Management employees receive an Automobile Allowance per month.

9/80 Work Schedule – Employees are offered a 9/80 work schedule with every other Friday off.

Tuition Reimbursement and Educational Incentives

Salary Increases – Based on performance, new Mesa Water employees are eligible for merit step increases at 6-months and 12-months, and annually thereafter.