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Join our team as a Customer Relations Representative I/II!

Santa Margarita Water District is hiring for multiple opportunities within our Customer Relations Team. Immediate openings: Customer Relations Representative I/II (Full-Time) Limited-Term Customer Relations Representative I

We are seeking responsive, detail-oriented, and customer-focused individuals to join our Customer Relations Team! These positions serve as a trusted first point of contact for District customers, assisting with water service accounts, answering billing and payment questions, resolving account and service concerns, processing transactions, and coordinating field service requests while delivering an exceptional customer experience. The Customer Relations Representative I/II position may be filled at either the I or II level depending on the selected candidate's experience and qualifications.

About the Role

This is a full-time limited-term position budgeted for up to six months, created to provide coverage during the leave of one of our valued staff members. The selected candidate will have the opportunity to immediately join the team and provide essential customer service support throughout the assignment.

If you enjoy helping people, solving problems, and remaining calm in a fast-paced environment while providing accurate and professional service by telephone, online, and in person, this is an exciting opportunity to make a meaningful impact for customers throughout Southern Orange County. Customer Relations Representative II

Under general supervision, the Customer Relations Representative II performs the full range of customer service duties by telephone, email, mail, live chat, and in person. The position establishes and updates water service accounts, researches and resolves billing concerns, explains District rates and policies, processes payments and payment arrangements, prepares field service requests, and responds tactfully to challenging customer situations. This role is ideal for someone who works independently, exercises sound judgment, maintains accurate account and financial records, and is committed to delivering an exceptional customer experience.

Salary Information

Meet Santa Margarita Water District

SMWD is a dynamic, forward-thinking agency dedicated to delivering high-quality potable water, recycled water, and wastewater services to its 200,000 customers across Southern Orange County. As one of the region's largest and most impactful utilities, we are committed to the highest standards of transparency, innovation, and environmental stewardship.

Our people drive our progress, innovation, and results. Our collaborative, human-first culture fosters the sense of fun, comradery, and a rewarding sense of purpose as we do work that matters.

Dynamic teams of intelligent individuals work collaboratively to achieve SMWD's goals and solve challenges with a common aim that fosters a unique bond that is not often found in governmental agencies.

Santa Margarita Water District's values include:

• Exemplary service excellence
• Intelligent innovation that is forward-thinking and adaptive
• Ethical fiscal responsibility and transparency
• Environmental and resource stewardship
• Employee development and leadership training
• Building relationships that strengthen communities

Essential Functions

What You Will Do

• Responds to customer requests in person, by telephone, email, mail or live chat to initiate, update or terminate residential, commercial and temporary construction water service accounts; explains billing practices and rates; initiates and processes service turn-on or turn-off requests, accounts and field work orders.
• Prepares and posts account, service, comment and payment data to customer account records by computer; processes auto-payment applications.
• Assists customers with the use of available online payment services.
• Answers questions by telephone, email and in person about utility bills; reviews consumption history; conducts research to answer customer inquiries; submits field requests for meter rereads and meter tests; reviews field results; estimates and recommends billing adjustments; follows up with customers to provide information on actions taken.
• Responds to and resolves customer account questions, problems and complaints; verifies customer account information by telephone, email, mail, live chat or in person; submits emergency and non-emergency requests for field service orders for meter repairs, investigation of water leaks and other problems.
• Reverses late fees/final notice fees, provides extensions for delinquency payments, reduces or waives deposits, reduces shut-off processing fees following established procedures.
• Serves as cashier; accepts and applies over-the-counter payments for a variety of District services including water utilities; enters payments into computer; balances receipts, counting and verifying money received; prepares deposits.
• Performs general receptionist duties at front counter including notifying employees of appointment arrivals, directing calls and accepting various packages and deliveries.
• Processes returned mail and e-bills noting in account records and contacting the customer to ensure they are in receipt of bill.
• Performs related duties and responsibilities as required.

What You Bring

• Customer service practices and customer-oriented telephone etiquette.
• Standard office practices and procedures
• Business communication practices; correct English usage, including spelling, grammar and punctuation.
• Meter service and field operations and maintenance issues, including shut-downs, water outages and leaks, and field operations methods and procedures.
• Boundaries of the District service area and characteristics of its customer base, including typical causes for high water consumption.
• District water service rules, policies, practices and procedures for billing, collections and credit.
• Principles and practices of sound business communication; correct English usage, including spelling, grammar and punctuation.
• Safety policies and safe work practices applicable to the work.
• Records management, recordkeeping, filing and basic purchasing practices and procedures.
• Uses and operations of computers, standard business software and specialized database and spreadsheet applications.

Requisite Abilities/Qualifications & Guidelines

Education & Experience Customer Relations Representative I/II

• Graduation from high school or GED equivalent, and two years of responsible experience in a customer service field; or an equivalent combination of training and experience.
• Experience in a public agency is preferred.
• Ability to speak and understand Spanish is desired.
• Licenses; Certificates; Special Requirements: Possession of or the ability to obtain a valid California Class C driver's license and the ability to maintain insurability under the District's vehicle insurance program.

Other Necessary Requirements/Additional Information

Santa Margarita Water District offers a comprehensive benefit package for eligible employees and their eligible dependents. These benefits include the following: retirement benefits; medical, dental, vision and life insurance; and a variety of other benefits. Benefits may vary based on employment status.

Public Employees Retirement System: As a public agency, the Santa Margarita Water District has enrolled in the California Public Employees Retirement System (CalPERS) for retirement benefits. The retirement formula and required employee contribution may vary based on employment status.

Health Insurance: The District contracts with the Association of California Water Agencies (ACWA) for medical insurance coverage. Employees may elect coverage from PPO or HMO plans. Medical premiums for plans in an amount up to or equal to the highest HMO are paid for by the District for all full-time employees. The District shares the cost of medical insurance for dependents with the employee. Coverage is effective on the first of the month following employment with full-time status.

Dental Insurance: The District provides dental insurance for all full-time regular employees. Optional dependent dental coverage is available at the District's rates. Coverage is effective on the first of the month following employment with full-time status.

Vision Insurance: The District provides each full-time employee and their eligible dependents with vision insurance through Vision Service Plan (VSP). Coverage is effective on the first of the month following employment with full-time status.

Life Insurance and Accidental Death and Dismemberment: The District provides term-life insurance for all full-time employees through VOYA with Employee benefits equaling 2 1/2 times the employee's annual salary to a maximum of $200,000. Adjustments are made based on the employee's salary. Coverage is effective on the first of the month following employment with full-time status.

Employee Assistance Program (EAP): The District provides all employees and their dependents with an EAP that provides confidential, professional assistance with a variety of services such as legal/