Job Details

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East Bay Municipal Utility District
  • Position Number: 4015814
  • Location: Oakland, CA
  • Position Type: Business and Financial Management

Opens online at www.ebmud.com/jobs on Monday, March 20, 2023
Online applications must be received by 4:30 p.m., Friday, March 24, 2023
Internal Reference # 23-026


Qualified individuals 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 vacancies are 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.


The salary range is $7,468 per month increasing to $7,841, $8,233, $8,645, and $9,077 after 6, 18, 30, and 42 months, respectively.


EBMUD offers an excellent benefits program that includes: paid vacation, holidays and sick leave; family health insurance coverage; family dental and vision care plans; retirement plan (reciprocal with CalPERS); 401(k), 401(a) and 457(b) tax-deferred retirement plans; transit subsidy; tuition reimbursement; and opportunities for professional growth including training and career development.


Requirements:
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.


Please note: EBMUD requires all employees to provide written proof of vaccination. Those employees with sincerely held religious beliefs or valid medical reasons, as determined by EBMUD, will be exempt from vaccination requirements. Contact EBMUD Human Resources for additional questions.


Submit a completed EBMUD application and the required supplemental question responses online at www.ebmud.com/jobs by 4:30 p.m., Friday, March 24, 2023. Only application materials submitted online during the filing period will be accepted.


EBMUD is an Equal Opportunity Employer: Females/Minorities/Veterans/Disability
www.ebmud.com
Job Hotline: (510) 287-0735







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