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Customer Services Representative
City of San DiegoSan Diego, United Statesfull_timeVerifiedPosted 2 Jul 2026
💰 $67,920/yr($56,240/yr – $67,920/yr)
About the role
Posting number: SI-T11554-202607
Department: 2000 - Public Utilities
Job classification: Customer Services Representative
Posting type: Open
Categories: Customer Service
Summary
See NOTES below for future wage increases and/or additional compensation opportunities.Customer Services Representative positions perform specialized and complex customer service work in a centralized utilities customer service call center section; research and resolve billing problems; process new service; service restoration requests; respond to inquiries and complaints relating to a wide variety of utility account management issues; the initiation and/or termination of water service, and report water system repair issues; research and resolve billing complaints; take applications for water turn-ons and turn-offs; reconcile and adjust customer accounts; research delinquent accounts; initiate field investigations and explain results to customers; research records to determine whether deposits are required or extensions should be granted; verify payment information; perform collection efforts on delinquent accounts; establish payment schedules for delinquent accounts; process bankruptcy notices and orders; query and post information to computerized records; explain departmental billing and collection policies and procedures to customers; and perform other duties as assigned. Customer Services Representatives communicate with internal and external customers through email, phone calls, texting, Skype, Microsoft Teams, Zoom and other communication platforms, as needed.
NOTES:
- Employees in job classifications represented by Municipal Employees Association (MEA) are scheduled to receive the following general wage increases:
- 3.5% effective 7/1/27
- 2% effective 7/1/28
- 2% effective 1/1/29
- Eligible benefitted employees originally hired on or after July 10, 2021, will be automatically enrolled in the San Diego City Employees Retirement System (SDCERS).
- Customer Services Representative employees communicate with internal and external customers through email, phone calls, texting, Skype, Microsoft Teams, Zoom and other communication platforms, as needed.
Examples of duties
You must meet the following requirements on the date you apply, unless otherwise indicated.
EXPERIENCE: One year of full-time clerical experience which MUST include a minimum of six months of full-time customer service experience in a HIGH-VOLUME customer services section performing ONE of the following:
EXPERIENCE: One year of full-time clerical experience which MUST include a minimum of six months of full-time customer service experience in a HIGH-VOLUME customer services section performing ONE of the following:
- Working in a call center making inbound and outbound calls.
- Processing remittance payments in a centralized billing system.
- In a job performing at least TWO of the following customer service functions as PRIMARY job duties:
- Providing utility information to the public regarding services offered.
- Researching, reconciling, and resolving billing inquiries.
- Performing initial delinquent accounts collection work.
- Processing applications for service.
- Troubleshooting technical issues for customer accounts.
- Responding to inquiries and complaints from the public.
NOTES:
- Qualifying experience must be gained performing functions strictly for the purpose of providing customer service.
- Retail experience and general customer contact experience is NOT qualifying, unless you have performed the duties as specified in Option 3 under the experience section above.
- The ability to type at a corrected speed of 30 words per minute on a computer keyboard is required.
- City of San Diego employees using Out-of-Class Assignment (OCA) experience to qualify must submit written documentation signed by their appointing authority or payroll specialist, detailing the work performed, dates, and total number of qualifying OCA hours. OCA experience without the required documentation will NOT be considered.
- Technical knowledge and experience with computer systems including: SAP, Aspect, AmazonConnect or similar phone systems for Call Centers.
- Experience with Microsoft Windows, Outlook, Excel, Word, the internet, and other computer software programs.
REQUIRED DOCUMENTS (MUST SUBMIT WITH APPLICATION):
- For City of San Diego employees, proof of Out-of-Class Assignment (OCA), if utilized to meet the minimum requirements.
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