Customer Service Rep

  • Location
    Fallbrook, California
  • Job type
  • Salary
  • Category
    Call Center & Customer Service - Customer Service

Essential Functions (% of time):

  • Customer Service:
    • Greet walk-in customers and visitors; process customer payments in person, over the phone, online, or by mail; and update customer accounts in the utility billing system.  (30%)
    • Take and log customer complaints and issue related service orders or forward to the appropriate person for resolution.  (20%)
    • Process customer requests to initiate or terminate service; issue initiation, termination, and shut-off related service orders.  (10%)
    • Respond to customer inquiries; research account and consumption history; make account and billing adjustments; and calculate estimated consumption.  (10%)
  • Accounts Receivable:
    • Total, balance, and reconcile customer payments; open and close cash drawers; and prepare bank deposits.  (10%) 

Additional Duties:  (15%)

  • Copying, faxing, mailing, processing incoming mail, and other administrative tasks as needed.
  • Other duties as requested. 


  • A High School Diploma or equivalency is required. 


  • A minimum of 1 year of customer service experience, preferably in a call center; 2 or more years of experience is preferred.
  • A minimum of 1 year of experience in one or more of the following areas:  handling money, processing customer payments, or accounting; 2+ years of experience in one or more of these areas is preferred. 
  • Experience with financial or billing software is strongly preferred. 

Required Knowledge, Skills, and Abilities:

  • Knowledge of the principles and practices of effective customer service, including phone etiquette; excellent customer service skills and service orientation.
  • Knowledge of billing processes. 
  • Strong organizational, time management, prioritization, and multi-tasking skills.
  • Ability to work independently with little to no supervision in a fast-paced call center environment.
  • Excellent verbal and written communication skills in English including spelling, grammar, and punctuation; bilingual in Spanish is a plus but not required. 
  • Strong reasoning, analytical thinking, and problem solving skills.
  • Excellent attention to detail.
  • Must have strong math and monetary skills including the ability to process cash payments and make change; calculate percentages; and add, subtract, multiply, and divide sets of large numbers.  
  • Ability to work with a diverse population of customers and District staff.
  • Proficiency in Word, Excel, and Outlook. 
  • Proficient in the use of office equipment including fax and copier/printer.
  • Good typing skills with a minimum of 30 wpm. 


Work Environment:


  • Employee will be working in the District’s main office building in a small call center with significant walk-in traffic.
  • Employee will occasionally need to go from one building to another and therefore may briefly be exposed to the elements.


Physical Demands:


  • This is a typical office position that is not physically demanding for most people.  Reasonable accommodations will be made whenever possible for qualifying individuals with disabilities.
  • Employee will:
    • Sit and work on a computer (including typing) for long periods of time.
    • Spend a lot of time on the phone using a headset.
    • Communicate with District staff, customers and members of the public, vendors, and outside contractors in person, in writing, and over the phone.
    • Bend, squat, twist, and reach (occasionally).
    • Walk up to approximately 200 feet between buildings (occasionally).
    • Lift up to 20 pounds (occasionally).

  • Apply with Adecco

Reference number US_EN_99_025121_11898024