Customer Relations Representative I

Meet Santa Margarita Water DistrictÂ

Santa Margarita Water District is a dynamic, forward-thinking agency dedicated to delivering high-quality potable water, recycled water, and wastewater services to its 200,000 customers across Southern Orange County. As one of the region's largest and most impactful utilities, we are committed to the highest standards of transparency, innovation, and environmental stewardship.Â

Our people drive our progress, innovation, and results. Our collaborative, human-first culture fosters the sense of fun, comradery, and a rewarding sense of purpose as we do work that matters.Â

Dynamic teams of intelligent individuals work collaboratively to achieve SMWD's goals and solve challenges with a common aim that fosters a unique bond that is not often found in governmental agencies.Â

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Santa Margarita Water District's values include:Â

Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed by individual positions.

Job Summary

Under general supervision, performs a variety of routine to complex customer service functions including responding to requests regarding water service and researching, responding to and resolving service and billing problems and making payment arrangements by telephone, web, online chat or in person; generates field activity requests when needed; investigates and resolves customer account issues; provides information on programs and services; ensures that customer interactions meet high standards for the customer experience; and performs related duties as assigned.

DISTINGUISHING CHARACTERISTICS

This is the entry-level class in the Customer Relations Representative series providing general customer service support. Positions at this level are not expected to function with the same amount of program knowledge or skill level as positions allocated to the Customer Relations Representative II level and exercise less independent discretion and judgment in matters related to work procedures and methods. Work is usually supervised while in progress and fits an established structure or pattern. Exceptions or changes in procedures are explained in detail as they arise. Advancement to the "II" level is based on demonstrated proficiency in performing the assigned functions and is at the discretion of higher-level supervisory or management staff.

Customer Relations Representatives I reports directly to the Customer Relations Supervisor or his/her designee.Â

Essential Function Statements

The following is a non-exclusive list of essential functions. The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this class.

Ability to

Knowledge of

Qualifications

Any combination of experience and training that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Education, Training And Experience

Graduation from high school or GED equivalent, and two years of responsible experience in a customer service field; or an equivalent combination of training and experience.Â

Experience In a Public Agency Is Preferred.Â

Ability to speak and understand Spanish is desired.

Licenses; Certificates; Special Requirements:

Possession of or the ability to obtain a valid California Class C driver's license and the ability to maintain insurability under the District's vehicle insurance program.