DWM Water Service Representative, Lead (OCCBS)

Posting expires: May 22, 2026

Salary range: $44,369 - $53,486

General Description and Classification Standards:

To lead team in performing public contact and record keeping work related to the operational, financial and commercial records of water utilities and to provide a wide range of information and service to utility customers and the general public.

This class performs the more routine tasks and duties, with public contact and account management. Incumbents have some previous customer service and public contact experience and work under moderate supervision which requires the application of defined methods and procedures.

Supervision Received:

Works under moderate supervision which requires the application of defined methods and procedures.

Essential Duties and Responsibilities:

These are typical responsibilities for this position and should not be construed as exclusive or all inclusive.

• Responsible for handling escalations with regard to any account management activities. 
• May assign work to team members and supervise its completion while coaching, mentoring, and training team members and serving as a subject matter expert in account management activities. 
• Respond to questions, complaints, or requests for service; analyze data to determine proper response to inquiries. 
• Research requests, problems, and complaints and initiate appropriate action; generate work orders to resolve service issues. 
• 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. 
• 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 bills; review, audit, analyze and reconcile customer billing records. 
• 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, obtain other information to assist customers, research, and use discretion to determine deposit and restoration of service requirements. 
• Prepare orders to remove and repair meters, post, disconnect, restore, or verify services and to perform other service-related changes. 
• Adjust service fees. 
• Audit, analyze and reconcile computer reports; prepare periodic and special reports; maintain various 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.
• May perform other duties as assigned.

The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. COA may change the specific job duties with or without prior notice based on the needs of the organization.

Knowledge Skills and Abilities:

This is a partial listing of necessary knowledge, skills, and abilities required to perform the job successfully, it is not an exhaustive list.

• Knowledge of: Fundamental principles of human relations; personal computer operation in office applications; office procedures and equipment; English usage; business math. 
• Ability to: Communicate effectively with utility customers both in person and over the telephone; understand pertinent procedures and functions quickly and use good judgment interpreting and applying them to a variety of circumstances under moderate supervision; analyze and evaluate data; make accurate and logical determinations based upon data and interpretive guidelines; maintain accurate records; speak clearly and concisely; simultaneously conv