Lead Customer Service Rep: Billing, Call Center & Cash

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

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.