New

Customer Account Representative

22nd Century Technologies, Inc.
Pay Rate: $34.45/hr on W2
United States, California, Fremont
Jun 13, 2025
Title: Customer Account Representative Duration: 6+ months contract (part-time) (20 hours per week) Pay Rate: $34.45/hr on W2 without benefits Location: Fremont CA, 94538 Job Description: Under supervision (Customer Account Representative I) or general supervision (Customer Account Representative II) from the Customer Service Supervisor, performs varied and responsible clerical and record keeping duties involved in servicing customer accounts; serves as front-line customer support processing customer requests for service, receiving payments, outreach for various District programs, and addressing customer inquiries and complaints; and performs related work as required. Distinguishing Characteristics: The Customer Account Representative classifications are distinguished from general office support classes in that responsibilities relate specifically to the maintenance of customer accounts, from application for water service to receipt of payments. Customer Account Representative I is the entry level class in the Customer Account Representative series. Under close to general supervision, within a framework of established policies and procedures, incumbents learn and perform basic clerical duties while learning to receive and process payments and handle customer inquiries and complaints. Assignments are given in specific terms and are subject to frequent review while in progress and upon completion by the Customer Service Supervisor. There is limited latitude for independent judgment and action in well-defined areas of work. This classification is distinguished from the experienced, journey-level Customer Account Representative II class by the routine nature and limited complexity of work assignments and the level of supervision received. The Customer Account Representative I and II classifications are flexibly staffed. Upon recommendation of the immediate supervisor and approval by the department manager, incumbents in this class may advance to the Customer Account Representative II after a minimum of two (2) years at the first level and with demonstrated proficiency to meet the job requirements of the Customer Account Representative II classification. Obtains required customer information to process requests for start or discontinuance of water services; establishes deposit amounts from written guidelines for new customers and prorates and adjusts billings as appropriate Interprets policies and procedures and exercises judgment to respond to routine customer inquiries and complaints pertinent to billing, fees, rate structures, and District services; researches questions or problems and follows up as required or refers to appropriate personnel for resolution Performs various duties related to billing, including scheduling billing, auditing bills, resolving billing errors, reviewing customer accounts for completeness and accuracy, entering meter readings, and collaborating with field staff to confirm consumption amount and possible leaks. Assists customers with setting up online accounts, including enrolling in payment plan, troubleshooting user issues and resolve challenging customer interactions. Receives customer payments, makes change, and issues receipts; opens and verifies customer payments received by mail; balances daily cash receipts, totals batches of checks received, and prepares bank deposit documents. Uses an on-line computer system extensively to process customer service requests; post payments; creates or updates master customer account files and related meter records; creates work orders for field personnel. Schedules and coordinates activities of field personnel relative to new water service and/or turn-off of service due to non-payment; reads tract maps and researches records to locate properties to assist field personnel. Issues hydrant meters for temporary water service and processes payments, enters readings, bills for damages, and refunds depositions. Reviews a variety of customer account records for completeness and arithmetic accuracy; makes necessary corrections or refers to appropriate personnel for further action. Prepares correspondence and special reports related to customer service activities. Serves as receptionist for District administrative offices, receiving and screening all telephone calls and visitors and referring caller to proper office or individual. Education and Experience: Possession of a high school diploma or its equivalent; and Customer Account Representative I : One (1) year of full-time general office support work ,which includes interpreting and explaining policies and procedures to the public.