PT Utilities Customer Services Representative I

City of Anaheim, CA; Anaheim (CA); On-site; USD 25,000 - 30,000; Part time

Job summary

City of Anaheim Public Utilities Department is seeking two Part Time Customer Services Representatives I to join a dynamic, customer-driven team. The role handles public contact and record-keeping for water and electric utilities, delivering information and service to customers and the public.

Ideal candidates have public contact experience in sales or service, the ability to work Monday-Thursday 7AM-6PM and Friday 7AM-5:30PM, and strong communication skills.

Qualifications

• Some public contact experience in sales or service.
• Experience in fast-paced call center environments.
• Ability to handle high call volumes and deliver service under pressure.
• Strong written and verbal communication skills.
• Experience handling sensitive financial information.

Responsibilities

• Provide information and assistance to the public about City services; respond to questions and requests.
• Enter and review data; maintain accurate records.
• Research requests and generate work orders to resolve issues.
• Take orders for utility service; determine rates and deposits.
• Answer questions about utility billing; prepare and reconcile bills.
• Use computer systems to manage customer data and coordinate with field and billing units.
• Coordinate delinquency actions and collection efforts.
• Audit and reconcile reports; maintain records.
• Assist in training new staff and support other units.
• Perform related duties as required.

Skills

Public contact experience

Call center experience

Empathetic customer service

In-person/Phone/Email service

Troubleshooting

Written and verbal communication

Handling sensitive financial info

Enquesta CIS software

Tools

Enquesta CIS

Job description

City of Anaheim Public Utilities Department is looking for two (2)Part Time Customer Services Representatives I to join a highly dynamic and customer-driven team. The Public Utilities Customer Services Representative I performs public contact and record keeping work related to the operational, financial and commercial records of water and electric utilities and provides a wide range of information and service to utility customers and the general public. Qualified candidates must possess some public contact experience in the sales or service field. Applicants must be available to work Monday to Thursday (7AM - 6PM) and Friday (7AM - 5:30PM).

The ideal candidate will:

• Possess experience working in a fast-paced customer service call center environment, demonstrating the ability to handle high call volumes (preferably utility-related) and deliver exceptional service under pressure.
• Have theability to bring an empathetic and kind approach to their customer service resolutions
• Be a leader in providing excellent customer service in-person, by phone, or via chat and email
• Have experience in troubleshooting customer issues and providing analytical and creative solutions to customer problems
• Have excellent written/verbal communications skills
• Have experience working with sensitive financial and/or confidential information (e.g., social security numbers, driver's license, etc.)
• Have experience with Enquesta or similar Customer Information Systems software in a utilities customer service role

This position can average up to 30 hours per week with no minimum number of hours guaranteed. Please visit www.myanaheimbenefits.com for more information regarding part time benefits.

The following functions are typical for this classification. Incumbents may not perform all of the listed functions and/or may be required to perform additional or different functions from those set forth below to address business needs and changing business practices.

• Provide information and assistance to the public related to City services, local elected officials, staff members, activities, procedures, documentation and other issues; respond to questions, complaints, or requests for service; analyze data to determine proper response to inquires.
  
• Determine nature/urgency of the issue; assist citizens to contact appropriate personnel in other City departments for information or assistance with problem; categorizes and code complaints for data entry purposes and to monitor resolution
  
• Perform data entry functions by keying data into computer system; enter, retrieve, review or modify data in computer database; verify accuracy of entered data and make corrections.
  
• Research requests, problems, and complaints and initiate appropriate action; generate work orders to resolve service issues.

• Take on-and-off orders for utility service by telephone, correspondence and in person; analyze customer records to apply appropriate utility rates; establish deposit amounts from written guidelines for new utility users and authorize deposit refunds.
  
• Answer customer questions, investigate and resolve complaints pertaining to utility billing procedures; compute and prepare water and electric bills; review, audit, analyze and reconcile customer billing records and make adjustments as needed.
  
• Use various computer systems computer extensively to enter data of new utility customers and make data changes; interact with customers, coordinate with utility field and billing units, check credit ratings, obtain other information to assist customers, research, resolve or refer to investigators reports of unauthorized utility usage and use discretion to determine deposit and restoration of service requirements.

• Determine and resolve utility payment problems and mis-readings; research, recalculate and adjust incorrect bills.

• Prepare orders to install, remove and repair meters, post, disconnect, restore, or verify services and to perform other service related changes.

• Perform financial transactions including processing or transferring payments, refunding credit amounts or deposits, adjusting charges and/or deposits, reversing payments, reissuing refunds, and adjusting service fees; process bankruptcies and proof of claims; manage customer payment programs.

• Coordinate efforts with outside agencies for payment of utility accounts; take delinquency action on active utility accounts and performs collection efforts on closed utility accounts.

• Read and analyze single-line diagram and panel schedules for new commercial meters; assist customers who have had their service disconnected or who have received notice to interrupt service, including granting extensions of service.

• Audit, analyze and reconcile computer reports; prepare periodic and special reports; maintain various manual records, logs and ledgers.

• Research customer records to resolve more difficult customer inquiries and prepare correspondence in response.

• Communicate with customers via telephone, mail, email, or other means of communication.

• Assist in the training of new Customer Service Representatives and serve as a resource to staff of other units of the department; assist other positions or work units with various support assignments or special projects on an as needed basis.

• Perform related duties and responsibilities as required.

Experience and Training: Some public contact experience in the sales or service field. An equivalent combination of experience and training sufficient to perform the essential job functions and provide the required knowledge and abilities is qualifying
Knowledge of: Personal computer operation in office applications; office procedures and equipment; English usage; basic math; record keeping and reporting; and fundamental principles of human relations and telephone etiquette.
Ability to: Type at a net corrected speed of 35 words per minute; read and comprehend written training material in order to learn the functions required of the position; acquire knowledge of City services, activities, procedures, and community service programs and community based organizations; make basic arithmetical calculations; analyze data and draw logical conclusions; maintain accurate records; speak clearly and concisely; to operate a computer; communicate effectively; follow verbal and written instructions; respond tactfully and effectively to public inquiries, complaints, and requests for services; establish and maintain effective working relationships with the public and staff.

Applications will be accepted until Monday, August 24, 2026 at 5:00PM. The eligibility list established from this recruitment may also be used to fill the current and/or additional vacancies throughout the City. The successful candidate will be required to undergo a reference / background check (to include a conviction record) and pass a post-offer pre-employment medical examination (which will include a drug/alcohol screening). The City of Anaheim utilizes E-Verify and new employees must provide documentation to establish both identity and work authorization.

Equal Opportunity Employer