CUSTOMER SERVICE REPRESENTATIVE III

City of Burbank, CA; Burbank (CA); On-site; USD 60,000 - 75,000; Full time

Job summary

City of Burbank, CA seeks a lead Customer Service Representative for the Customer Service & Marketing Division of Burbank Water and Power. You will supervise a team handling billing, call center, cashiering, and field services while resolving complex inquiries.

Candidates must have strong cash handling, knowledge of billing and utility services, and ability to train staff. Excellent communication and discretion required; familiarity with municipal processes preferred.

Qualifications

• High school graduation with three years of recent customer contact experience, plus one year in operational tech or a call center.
• Experience in cashiering, billing, or financial clerical work.
• Strong English usage, spelling, grammar.

Responsibilities

• Lead and train others; supervise staff as needed.
• Handle billing, payments, refunds, and deposits.
• Resolve complex customer inquiries; manage accounts.
• Explain utility rates; coordinate with departments.

Skills

Customer service

Cash handling

Leadership

Training others

Communication

Time management

Education

High school diploma + 3 years customer contact + 1 year operational tech/call center

Tools

Computers and software

Job description

Tentative examination dates for this recruitment:
Week of 11/02/26 - Blind application and supplemental scoring
Week of 11/16/26 - Oral interview

Dates may change due to unforeseen circumstances. Candidates who pass each phase of the recruitment process will be notified of the official examination dates.

Under direction, to serve as a lead Customer Service Representative for the Customer Service & Marketing Division of Burbank Water and Power; to perform a variety of complex customer service duties; and perform related work as required.

Serves as a lead to other Customer Service Representatives in a customer care section including: billing, call center, cashiering, credit, collection, marketing, and field services; manages customer interactions in person, via e-mail, fax, and telephone; resolves complicated and escalated customer inquiries; addresses customer concerns regarding their municipal services account, billing, programs, and City services; calculates and processes adjustments and corrections to customer accounts; understands system dependencies and relationships to determine cause and effect of issues; accesses various databases and software applications to resolve customer service, billing, and payment issues; accepts bill payments and issues receipts; makes appropriate payment extensions; accepts and prepares applications for utility services; handles cash, balances a cash drawer, and prepares deposit slips of cash and checks; coordinates with other departments for delivery of service; responsible for complex and confidential clerical functions requiring discretion and specialized knowledge; recommends procedural changes for operational improvements; reviews and edits outgoing materials for clarity, correct spelling, punctuation and grammar, proper form, and completeness; explains billing rates and difficult procedures; interprets internal regulations; promotes City programs and services; may supervise, train, and evaluate employees; performs functions of Customer Service Representative I and II.

Employment Standards:

Knowledge of cash accounting procedures; principles of billing, credit, and collection; basic principles of customer service and utility services; basic research methods and analytical techniques; basic arithmetic; methods of receiving and accounting for payments; good customer relations practices; proper English usage, spelling, grammar, and punctuation in order to effectively perform the essential functions of this classification (this is not a language restriction as defined in California Government Code Section 12951).

Skill in planning and organizing; accuracy and integrity in handling cash; handling conflict effectively; assisting customers with tact and empathy; and prioritizing multiple tasks; utilizing computers and related software.

Ability to lead and train others; work with frequent interruptions; organize and maintain record keeping systems; understand, interpret and explain a wide variety of oral and written technical procedures and policies; perform assigned office tasks; read and record figures accurately; make calculations rapidly and accurately; understand and explain utility rates; understand and carry out oral and written directions; conduct basic research and data analysis; perform basic mathematical computations; maintain confidentiality; communicate effectively, both orally and in writing; keep financial and statistical records; count cash rapidly and accurately; establish and maintain effective working relationships.

Education & Training:High school graduation or equivalent and three years of recent experience in customer contact work, and one year of recent experience in operational technology, a call center, cashiering, or financial clerical work.

License & Certificates:Type accurately from clear copy at a speed of 40 net words per minute.