City of Anaheim is Hiring

Human Resources Department
201 S. Anaheim Blvd., Suite 501
Anaheim, CA 92805

Part Time Public Utilities Customer Service Representative I

An Equal Opportunity Employer

SALARY: $16.91 – $20.57 Hourly


OPENING DATE: 05/20/14
CLOSING DATE: Continuous

The City of Anaheim Public Utilities Department is looking for a Part Time Utilities Customer Service Representative I to join a highly dynamic, customer-driven team.  The ideal candidate will be a leader in providing excellent customer service, is highly analytical, extremely organized, and has excellent written/verbal communications skills.  Prior experience in a utilities customer service role is highly desired.  Prior in-person, phone, and email customer service experience is a must.
This is a part-time position usually averaging 20 hours per week.  A minimum number of hours is not guaranteed.

The Anaheim Public Utilities mission is to add value to the community through a customer-focused approach to providing reliable, high-quality water and power at competitive rates.  In keeping with the City of Anaheim’s core values of vision, responsibility, pride and service, Anaheim Public Utilities has developed the following department goals:


  • Enhance and maintain our competitive and financial position;
  • Enhance community aesthetics;
  • Enhance service delivery, service options and service quality;
  • Ensure balanced, diverse and cost-effective resource supply; and
  • Strengthen system infrastructure.

The Part Time Utilities Customer Service 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.


  • 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.
  • Process temporary water meter applications, assessment fees and temporary and permanent electric meter applications ensuring City requirements are met.
  • 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.
  • Must have 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
  • Must have 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.
  • Have the 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.
This is a part-time position usually averaging 20 hours per week.  A minimum number of hours is not guaranteed.

Applications will be accepted on a continuous basis until a sufficient number of qualified applications have been received. The deadline for the first review of applications is onWednesday, June 4, 2014 at 5:00PM. Applicants are encouraged to apply early. Applicants that apply after the first review are not guaranteed to be considered for this recruitment. This recruitment may close at any time without notice after the first review date.

Qualified applicants may be invited to a typing test and written exam.  Successful applicants will be invited for an oral interview.

Candidates must be specific and complete in describing their qualifications for this position. Failure to state all pertinent information may lead to elimination from consideration. Stating “See Resume” is not an acceptable substitute for a complete application. 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.

Communications regarding your application and/or status will be sent to the email address listed on your application. Please check your email regularly throughout the recruitment process as you will not receive communication by any other method.


201 S. Anaheim Blvd., Suite 501
Anaheim, CA 92805




Part Time Public Utilities Customer Service Representative I Supplemental Questionnaire


* Do you confirm that you have read this job posting in its entirety and have customer service experience in the use of personal computers and in public contact work in a public utilityenvironment?
 Yes     No
* Please describe in detail your customer service experience in a public utility setting. If none, type N/A.
* Please describe your customer service experience as it relates to assisting customers in person, phone, and email. If none, type N/A.
* Please describe in detail your proficiency in composing correspondence utilizing business writing. If no experience, type N/A.
* Are you fluent in any languages other than English?
 Yes     No
* Besides English, please list any language(s) that your are proficient in verbal and written. If no other languages, type N/A.
* This position requires the ability to type a minimum of 35 net corrected words per minute. Do you meet this requirement?
 Yes     No
* Required Question

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