Customer Service Specialist III

GENERAL DESCRIPTION

Irvine Ranch Water District is currently accepting applications for a Customer Service Specialist III in the Customer Service Department.

Apply now! Applications will be accepted through Friday, August 15, 2025.

The District:

Irvine Ranch Water District (IRWD) is a progressive, values-driven agency, with an international reputation for its leading-edge financial management practices, water recycling program, water use efficiency practices, water banking, urban runoff treatment, and energy generation and storage. Established in 1961 as a California Water District under the provisions of the California Water Code, IRWD is an independent special district serving central Orange County. IRWD provides high-quality drinking water, reliable sewage collection and treatment, ground-breaking recycled water programs, and environmentally sound urban runoff treatment to its customers. As an independent, not-for-profit public agency, IRWD is governed by a publicly elected five-member Board of Directors. The Board is responsible for the District's policies and decision-making. Day-to-day operations are supervised by the General Manager. Additional information can be found at the District's website: www.IRWD.com.

IRWD Values

Irvine Ranch Water District believes that its values drive the character, culture, and capacity of our organization. IRWD was built on values, and we weave them into the fabric of everything we do. Values are the ingredients in our recipe for both institutional and individual success. They are a code of conduct to promote positive outcomes for others and ourselves. They are more than words on a wall or a website. We live by them every day. We pledge to keep them relevant in an ever-changing world.

IRWD's employees enjoy working in a safe, supportive, and nurturing environment where they form strong bonds with fellow employees. To ensure effective communication and promote a collaborative team environment, employees report to work each day in the office or in the field, depending on their positions.

The Position

Under general supervision, perform complex Customer Service administrative duties including answering difficult customer billing questions, researching accounts, and resolving customer concerns.

SUPERVISION RECEIVED AND EXERCISED

Receives general supervision from assigned supervisory or management personnel. Exercises no direct supervision over staff.

For the full job description and responsibilities of the position, please click here.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Creates and becomes advocate for Customer Service Requests and/or work orders on the computer system for all external/internal transactions.

Responds to customer's questions and complaints by telephone, written correspondence, email, and walk-ins.

Processes on and off orders for water and sewer service.

Works closely with Customer Service Field Services team to resolve customer related issues.

Complies with District safety work-related practices and attend relevant safety training.

Completes special projects as directed.

Performs other job-related duties as assigned.

Responds to customer’s escalated questions or complaints by telephone, written correspondence, email, and walk-ins.

Evaluates and resolves complex billing problems, calculating appropriate adjustments as necessary.

When assigned, responsible for processing new construction tract releases, bankruptcies, and water loss back billing adjustments.

Responsible for processing complex premise and account corrections in Oracle CC&B.

When assigned, acts as department trainer and maintain the Accelerated Consumer Education (ACE) online procedures manual.

Provides back-up to Customer Service department as required to include performing duties of Customer Service Supervisor in his/her absence.

Disaster Service Worker: In accordance with Government Code Section 3100, Irvine Ranch Water District employees, in the event of a disaster, are considered disaster service workers and may be asked to respond accordingly.

MINIMUM QUALIFICATIONS

Education and Experience:

Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying. A typical way to obtain the required qualifications would be:

Education:

High school graduation or equivalent

Experience:

At least three (3) years of experience with a water district, public utility, or similar customer service environment, where emphasis is on heavy customer contact required.

Meter reading analysis, college level coursework in business, basic computer, customer relations and written communications skills is desired.

License/Certifications :

None

Ability to:

• Provide excellent customer service to internal and external customers.
  
• Work efficiently while multi-tasking.
  
• Adapt quickly to changes in assignments and priorities.
  
• Demonstrate ability to mentor other specialists by providing structured training, sharing technical knowledge, and offering ongoing feedback.
  

ADDITIONAL INFORMATION

PHYSICAL DEMANDS

Regularly required to sit, walk, bend, stoop and stand. Occasionally required to lift up to 25 lbs. Must be able to sit for extended periods of time while performing tasks at a desk or workstation. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard, typewriter keyboard, or calculator and to operate standard office equipment. This may involve repetitive hand movements for extended periods. Ability to reach for documents, supplies, or equipment at varying heights (within a standard office environment) and grasp them, including the use of filing cabinets or shelves. This is primarily a sedentary office classification, although standing and walking between work areas may be required. Occasional standing is required, such as when presenting. Some bending or stooping may be necessary to retrieve files or materials from lower shelves or desks. Good vision is necessary for reading documents, working with computer screens, and performing tasks that require fine detail. Ability to hear in a standard office environment for communication, phone calls, and meetings. Frequent verbal communication with team members, clients, and other stakeholders, including both in-person and virtual meetings, requiring clear speech and hearing. The job may require sustained concentration, problem-solving, and decision-making skills. The employee should be able to manage work-related stress in a fast-paced environment.

ENVIRONMENTAL CONDITIONS

Noise level is generally equivalent to a typical office environment. The office is maintained at a comfortable room temperature. The office is equipped with air conditioning and ventilation systems designed to maintain comfortable indoor air quality. The work area is equipped with adequate artificial lighting, supplemented by natural daylight from windows where available. The employee will work primarily at a desk, using a computer and other office equipment. The office complies with standard safety regulations, including the use of fire exits, first aid kits, and emergency procedures. Employees are expected to adhere to safety guidelines. The office environment is free from significant environmental hazards such as chemicals, heavy machinery, or extreme weather conditions.

IMPORTANT APPLICATION INFORMATION AND INSTRUCTIONS

All applicants are required to complete and submit a District application form online and answer the supplemental questionnaire. Stating "See Resume" is not an acceptable substitute for a completed application. Resumes or faxed copies will not be accepted in lieu of the District online application. To apply, click on the "Apply" link located at the top of this page.

New users must create an account first. Click on this link for instructions on how to set up your account and apply for the first time: Online Employment Application Guide

Applications will be reviewed by the Human Resources Department and the subject matter expert. Those applicants possessing the most pertinent qualifications will be invited to continue in the selection process, which will include:

Oral Interview Examination (tentatively scheduled for Tuesday, August 26, 2025): will assess candidates’ experiences, qualifications, and abilities that are crucial for success in this role. During this examination, candidates will have the opportunity to discuss their background, including education, training, and relevant professional experiences. This in-person interview will allow evaluators to assess the candidate’s interpersonal communication skills and evaluate their overall qualification for the position.

Communication 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 communications by any other method.

Equal Opportunity Employer

Irvine Ranch Water District is an Equal Opportunity Employer and provides reasonable accommodations to qualified individuals with disabilities. If you consider yourself a person with a disability, you may contact the Human Resources Department for a reasonable accommodation.

IRWD offers a comprehensive benefits package for eligible employees and their eligible dependents. These benefits include the following: retirement benefits; medical, dental, vision, and life insurance; anda variety of other benefits. Benefits may vary based on employment status. This benefits overview is intended to be a summary, is not intended to be all-inclusive,and may not be applicable to all employees.

Retirement
Employees hired on or after January 1, 2013:
The District, in compliance with the California Public Employees' Pension Reform Act of 2012 (PEPRA), implemented a third tier for new employees hired on or after January 1, 2013. New employees hired on or after January 1, 2013 who have not been in PERS membership or in membership with a reciprocal retirement system within 6 months of hire date will receive benefits under the California Public Employees Retirement System at a 2 percent at age 62 formula. This formula gradually increases to a maximum benefits of 2.5 percent at age 67. Final compensation calculations will be based on the highest three-year average of regular recurring pay. The District pays the employer's share of these costs. The employee share of the pension cost of 7.50% is paid in full by the employees hired under this formula.

Employees hired on or after September 29, 2012 or "Classic" PERS members hired on or after January 1, 2013:
On September 24, 2012, the IRWD Board of Directors approved the addition of a second tier to the CalPERS retirement benefits. New employees hired on or after September 29th through December 31, 2012, and employees hired on or after January 1, 2013 who have been in PERS membership or in membership with a reciprocal retirement system, will receive benefits under the California Public Employees Retirement System at 2 percent at age 60 formula. This formula gradually increases to a maximum benefit of 2.418% at age 63. The District pays the employer share of these costs and the employee share of the pension cost of 7% is paid in full by the employees hired under this formula. Final retirement compensation calculations are based on the highest three-year average of regular, recurring pay.

IRWDdoes not participate or pay into Social Security except for the Medicare portion.

Medical Insurance
IRWD contracts with CalPERS for medical insurance coverage. Employees may elect coverage from a variety of PPO and HMO plans. The employee and District contribution for health insurance varies by plan.Coverage is effective the first day of the month following the date of hire.

Dental Insurance
IRWD contracts with Delta Dental for dental coverage.IRWD pays 100% of the premium for dental coverage for eligible employees and their eligible dependents. Coverage is effective the first day of the month following the date of hire.

Vision Insurance
IRWD contracts with the EyeMed for vision coverage. IRWD pays 100% of the premium for vision coverage for eligible employees and their eligible dependents. Coverage is effective the first day of the month following the date of hire.

Life Insurance
Elgible employees are provided with life insurance coverage equal to three or four times their annual salary, depending on their level of compensation. Eligible dependents are also covered for a flat benefit amount. Coverage is effective the first day of the month following the date of hire.

Deferred Compensation
Participation in adeferred compensation plan is available through Empower Retirement. Enrollment is voluntary and contributions are employee-paid and subject to IRS limits. The District matches employee contributions up to 3% of base pay after 1 year of employment.

Paid Vacation
Eligible employees begin accruing vacation benefits at the rate of 80 hours per year for the first 5 years of employment. Employees accrue 120 hours per year after 5 years of employment and 160 hours per year after 10 years of employment.

Paid Holidays
The District offers 11 scheduled paid holidaysplus one personal holiday per year.

Sick Leave
Eligible employees accrue 96 hours of sick leave annually.

Flexible Spending Accounts
Eligible employees may elect to participate in the District's Flex Advantage program. This program allows employees to deposit pre-tax dollars into special accounts to be used for a variety of purposes, including paying for qualified miscellaneous health care expenses and dependent care expenses. IRWD contracts with a third party administer to process payments from employee accounts using claim forms or a Flex Spending debit card.

Educational Assistance
The District will share in the pre-approved educational costs of tuition and books for employees who wish to attend college or take certification classes.

Closing Date/Time: 8/15/2025 11:59 PM Pacific

• 

• Irvine Ranch Water District

• (949) 453-5360

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