CUSTOMER SERVICE REPRESENTATIVE III

City of Burbank; Burbank (CA); On-site; USD 58,000 - 74,000; Full time

Job summary

City of Burbank, for Burbank Water and Power, seeks a lead Customer Service Representative to supervise a team and manage complex customer interactions across billing, e-mail, fax, and phone channels. The role includes handling cash, deposits, and payments, while coordinating with other departments to deliver utility services.

Candidates should have strong knowledge of billing, collections, and customer service fundamentals, plus the ability to interpret regulations and maintain confidentiality

Qualifications

• 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.
• Ability to plan and organize; accuracy in handling cash.
• Understand, interpret and explain procedures; read and record figures.

Responsibilities

• Lead and train others; supervise as needed.
• Handle cash, balance drawer, and deposit slips.
• Resolve complex customer inquiries and service issues.
• Explain billing rates and procedures; interpret regulations.
• Coordinate with departments for service delivery.
• Review and edit outgoing materials for clarity and accuracy.
• Maintain confidentiality and accurate records.
• Maintain relationships with customers and respond to concerns.

Skills

cash accounting procedures

billing and collection

customer service basics

arithmetic

payment processing

customer relations

data analysis

confidentiality

Education

High school diploma

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.