City of San Bernardino Municipal Water Department - Customer Service Representative III Resume Example

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Anthony Walker
  • XXXX XXXXXX XXXX XX, San Bernardino, CA 92407
  • H: XXXXXXXXXXXX
  • XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
Professional Summary

Experienced Customer Service Professional with Bachelor's Degree in Administration, and more than 25 years of experience in fast-paced Customer Service environments, 15 years of which is in a Lead/Supervisory capacity. Over 16 years of Water/Public Utility Customer Service. Excellent analytical and communication skills provide for exceptional results in staff management and customer service/public relations performance.

Skills
  • Principles of supervision, training and evaluation
  • Principles and procedures of modern office and Business Administration
  • Customer service/public relations principles and techniques
  • Water utility and refuse and customer service procedures, practices and regulations
  •  Knowledge of the geography of the City of San Bernardino Municipal Water Department service territory and facilities
  • Microsoft Office-Word, Excel, Powerpoint, Outlook
Experience
Customer Service Representative III, 12/2007 to Present
City of San Bernardino Municipal Water Department San Bernardino, CA
  • Provide courteous and expeditious customer service to the general public and all City and Department staff
  • Manage staff, preparing work schedules and assigning specific duties
  • Prepare correspondence and special reports as required by the Administrative Services Manager
  • Work with Customers to resolve complaints, billing problems and difficult customer relation problems
  • Supervise, plan, coordinate, direct, evaluate and assign the work and staff within the Customer Service and Central Cashiering sections
  • Provide employees guidance handling complex problems or in resolving escalated complaints or disputes
  • Interpret, explain, and implement departmental policies and procedures, ensuring adherence
  • Select new employees via participation in Oral Board interviews
  • Coordinate training and retraining of staff; monitor and evaluate quality/quantity of work
  • Coordinate with Field Service unit regarding daily work including, turn-ons, turn-offs, delinquency shut offs and field investigations
  • Analyze work flow and business practices, recommending changes and improvements as needed
  • Balance all payments and all tender types to control figures;resolve discrepancies
  • Submit cash collection reports to appropriate department for posting and review
  • Act as liaison between the department and other city departments
  • Maintain attendance and vacation records
  • Prepare agenda and topics for staff meetings
Customer Service Representative I and II, 12/1997 to 12/2007
City of San Bernardino Municipal Water Department San Bernardino, CA
  • Obtain and examine all relevant information to assess validity of complaints and to determine possible causes
  • Assist in training less experienced and less senior Customer Service Staff.
  • Direct and supervise employees engaged in collecting payments, reconciling cash receipts.
  • Proocess New Services Request for Information (RFI) work orders, collect fees.
  • Determine charges for services requested, collect deposits or payments, or arrange for billing.
  • Resolve customers' service or billing complaints by performing activities such as investigation and verification of charges or adjusting bills.
  • Complete applications for service, prepare change of address records, or issue service discontinuance orders, using computers.
  • Process work orders for fire hydrant installation, fire hydrant relocation, crimped services, uncrimped services, stolen meters and new services 
  • Obtain and examine all relevant information to assess validity of complaints and to determine possible causes
  • Assist in training less experienced and less senior Customer Service Staff.
  • Direct and supervise employees engaged in collecting payments, reconciling cash receipts.
  • Proocess New Services Request for Information (RFI) work orders, collect fees.
  • Determine charges for services requested, collect deposits or payments, or arrange for billing.
  • Resolve customers' service or billing complaints by performing activities such as investigation and verification of charges or adjusting bills.
  • Complete applications for service, prepare change of address records, or issue service discontinuance orders, using computers.
  • Process work orders for fire hydrant installation, fire hydrant relocation, crimped services, uncrimped services, stolen meters and new services 
  • Obtain and examine all relevant information to assess validity of complaints and to determine possible causes
  • Assist in training less experienced and less senior Customer Service Staff.
  • Direct and supervise employees engaged in collecting payments, reconciling cash receipts.
  • Proocess New Services Request for Information (RFI) work orders, collect fees.
  • Determine charges for services requested, collect deposits or payments, or arrange for billing.
  • Resolve customers' service or billing complaints by performing activities such as investigation and verification of charges or adjusting bills.
  • Complete applications for service, prepare change of address records, or issue service discontinuance orders, using computers.
  • Process work orders for fire hydrant installation, fire hydrant relocation, crimped services, uncrimped services, stolen meters and new services 
  • Provide courteous and expeditious customer service to the general public and all City and Department staff
  • Train and assist less experienced and less senior staff members
  • Process payments for for Requests for Information, (RFI's) and provide information with regard to new service installations, Fire Flow requests and Will-Serve letters
  • Verify and balance work of Cashiers and Customer Service Representatives in Central Cashiering, balancing cash and researching documents to resolve discrepancies
  • Disburse cash for cash drawers
  • Balance cash and mail receipts to control figures
  • Select, review, and submit customer accounts for non-payment
Cashier Supervisor, 10/1989 to 12/1997
Target Stores Riverside, CA
  • Direct and supervise employees engaged in cashiering, merchandise returns,  and reconciling cash receipts
  • Assign employees to specific duties; prepare work schedules
  • Distribute cash drawers; prepare bank deposit
  • Resolve customer complaints
  • Research and resolve cash drawer out of balance conditions
  • Composes and and administers employee performance evaluations
  • Conduct interviews to select new staff
Education
Bachelor of Arts: Administration, Management Concentration, Jun 2009 California State University San Bernardino - San Bernardino, CA

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About this resume

Customer Service Representative III FROM San Bernardino , California RESUME

This is a resume for a Customer Service Representative III in San Bernardino, California with experience working for such companies as City of San Bernardino Municipal Water Department and City of San Bernardino Municipal Water Department. The grade for this resume is 0 and is one of hundreds of Customer Service Representative III resumes available on our site for free. Use these resumes as templates to get help creating the best Customer Service Representative III resume.

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School Attended
California State University San Bernardino