Senior Customer Services Representative

Qualified candidates are invited to apply for the position of Senior Customer Services Representative (Contact Center). Under general direction, the Senior Customer Services Representative performs various complex and difficult duties including providing lead direction over a high-volume customer services unit, working on special projects, and handling the most difficult and escalated customer service complaints.

The selected individual will need skills in communicating on the telephone and through correspondence, as well as experience taking necessary action within established policies and procedures to research accounts, solve problems and settle complaints about collection, water service, charges, or usage. The incumbent will also perform related work as required. The current vacancy is in the Contact Center, part of the Customer and Community Services Department's Customer Services Support Division.

Specific duties may include:

*Overseeing and reviewing the work of assigned staff working in specific customer service-related functions including overdue bills, collections and overdue accounting, bankruptcy and deceased claims, hydrant requests, new services, and fire service compliance.

*Providing coverage in the process of handling escalated calls.

*Training and coaching employees in specific work procedures unique to the high-volume operations of the Contact Center.

*Responding to and resolving difficult and sensitive customer bill-related inquiries and complaints.

*Identifying problems and investigating, conducting research, then coordinating with other department sections to resolve issues as needed.

*Answering customer inquiries and complaints received by telephone, mail, and direct contact.

*Explaining charges, collection and billing procedures, water use regulations, meter reading practices and other customer-related information.

*Keeping the supervisor current on work problems and customer complaints and making recommendations to resolve issues.

*Assisting in establishing and updating policies and procedures for the work unit.

*Providing business operation coverage as needed to complete daily tasks performed by staff in the work unit.

Competitive candidates will have previous experience in a high-volume call center work environment; experience with MS Office applications including Word, Excel, and Access; ability to quickly learn complex customer account rules and regulations; excellent oral and written communication skills; ability to creatively resolve issues and problems while adhering to policies and procedures; and proven ability to foster and maintain effective working relationships with a variety of people at all levels of an organization.

The ideal candidate will have a working knowledge of EBMUD's Customer Watch system; hands-on experience in customer service functions and operations; and the ability to effectively lead, oversee, assign, and review the work of staff.

Flexible/hybrid work from home schedule may be available for some positions in this job classification.

The salary range is $8,138 per month increasing to $8,545, $8,972, $9,421 and $9,892 after 6, 18, 30, and 42 months, respectively.

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.Two years of office or field employment in which a major responsibility was the interpretation and enforcement of complex regulations and policies in order to resolve customer complaints.

3.Must possess a valid California driver's license and a satisfactory driving record.

4.Candidates must possess the physical characteristics to perform the critical and important duties of the position, including sufficient agility to climb stairs and maneuver around obstacles as needed. Must also be able to work in any EBMUD business location. 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., Friday, July 18, 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.All qualified applications and supplemental responses will be competitively evaluated, with those candidates receiving a passing score to be invited to a panel interview tentatively scheduled for July 2025.

4.Successful candidates will be placed on the hiring list, based on rank, for further consideration to fill the current regular vacancy, as well as others occurring over the next 12 to 24 months.

5.The probation period for this position is 12 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.

As the first step in the selection process, responses to the supplemental questions must be submitted online with the regular EBMUD application. Please provide thorough, accurate descriptions of assignments you have personally performed. Should you respond with comments such as "see application" or "see resume" instead of addressing the questions directly, your application may not be considered.