Customer Service Representative - Utility Billing

Customer Service Representative - Utility Billing

Salary

$39.87 - $50.88 Hourly

Location

Sunnyvale, CA

Job Type

Full-Time

Job Number

26-00043

Department

Finance

Division

Business and Enterprise Services

Opening Date

07/13/2026

Closing Date

8/3/2026 5:00 PM Pacific

• Description
• Benefits
• Questions

Description

Regular Full-Time Employment Opportunity

The final filing date is Monday, August 3, 2026, at 5:00 pm or after receiving 100 qualified and complete applications, whichever is first.

The City of Sunnyvale is looking for a dynamic Customer Service Representative for the Department of Finance. The Customer Service Representative will be part of a small team of representatives that assist Sunnyvale residents and businesses with needs related to water, wastewater, garbage, and recycling services. The candidate selected for this position will be the first point of contact with customers over the phone and in person, not only handling routine transactions such as establishing accounts and placing work orders but also handling complex billing issues requiring investigation and analysis. In addition to call center duties, the candidate will have regular duties such as processing payments, placing work orders, and answering written inquiries. The candidate must have excellent customer service and organizational skills, have strong attention to detail and know how to thrive in a fast-paced call center/account representative environment.

City of Sunnyvale Benefits:

• CalPERS retirement Pension
• Medical, dental, and vision benefits
• Retiree medical Benefit
• 11 paid holidays
• 30 hours of floating holidays (Prorated based on date of hire)
• Paid Time Off (PTO) accruals
• Employee Wellness Programs

Under general supervision, performs office work in assisting customers with utility services provided by the City of Sunnyvale; investigates and resolves customer complaints; provides customers with verbal and written information and instructions; maintains computerized customer account information; performs related duties as assigned.

DISTINGUISHING CHARACTERISTICS

Customer Service Representatives work in the Utilities Division of the Finance Department. This classification is distinguished from other clerical classifications by its primary focus on customer service in handling a variety of complex and varied billing and service issues for both residential and commercial utility accounts.

Essential Job Functions

(May include, but are not limited to, the following)

• Respond to customer inquiries about water, sewer, garbage and recycling services and rates over the phone, in person and in writing.
• Investigate and resolve customer problems and complaints concerning water, sewer, garbage and recycling services.
• Respond to water and sewer emergency calls and dispatch appropriate technicians to resolve urgent problems.
• Explain utility service standards and requirements to residential and commercial customers.
• Understand and analyze customer needs and recommend appropriate solutions.
• Maintain computerized records of utility customer accounts.
• Review and process customer utility payments.
• Review and explain utility bills to customers.
• Handle collection calls and develop customer payment schedules as necessary.
• Process sign-up and cancellation of utility services for residential and commercial customers.
• Input and retrieve utility customer account data using computerized billing and maintenance systems.
• Make calculations and quote billing rates for utility services.
• Prepare billing adjustments to customer utility accounts.
• Review, process, and audit utility bills and materials related to utility billing.
• Compile data and prepare reports.
• Prepare cash receipt vouchers, journal vouchers and documents.
• Compose correspondence.
• Prepare work orders related to utility services for field personnel.
• Perform cashiering functions including processing checks, balancing cash drawer, and verifying daily cash receipts.
• Respond to general inquiries about City services unrelated to utilities.
• Receive, sort and distribute mail.
• Maintain files and records.

WORKING CONDITIONS

Position requires prolonged sitting, standing, walking, reaching, twisting, turning, kneeling, bending, squatting and stooping in the performance of daily activities. The position also requires grasping, repetitive hand movement and fine coordination when using a computer keyboard. Additionally, the position requires near and far vision when reading and using a computer. Acute hearing is required when providing phone and personal service. The need to lift, push and pull files, paper and documents weighing up to 25 pounds also is required. Some of these requirements may be accommodated for otherwise qualified individuals requiring and requesting such accommodations.

Minimum Qualifications

The minimum qualifications for education and experience can be met in the following way:

High school graduation or tested equivalent, AND

Two years of general clerical experience that includes heavy public contact experience, including at least one year of customer service experience in a call center environment.

Other Qualifications

At least one Customer Service Representative will be designated as bilingual (English/Spanish), and the incumbent must successfully pass the City of Sunnyvale bilingual examination.

Knowledge of:

• Customer service techniques and practices.
• Standard office procedures, practices, and equipment.
• Computer equipment and software applications related to assignment.
• Business mathematics

Skill in:

• Operating standard office equipment, including a personal computer and 10-key calculator by touch.

Ability to:

• Learn and effectively communicate utility services, rate structures, and specialized utility billing functions for both residential and commercial accounts.
• Establish and maintain effective working relationships and demonstrate customer service orientation with peers, departmental representatives, and the public.
• Learn and follow City procedures and policies.
• Understand and follow written and verbal instructions.
• Read, write, spell and speak clearly in English.
• Communicate information, policies and procedures clearly, concisely and tactfully, both verbally and in writing.
• Maintain accurate records; audit and verify information; compile and reconcile numerical and financial data.
• Perform basic mathematical calculations accurately with a 10-key calculator, or calculator by touch.
• Use a computer to input and access customer information.
• Perform computational tasks and other technical functions with accuracy.
• Exercise independent judgment in applying appropriate policies and procedures.
• Effectively and simultaneously manage a variety of tasks and assignments; work effectively under the pressure of deadlines.
• Type accurately at the rate of 30 net words per minute.
• Work in a confined area, wearing a headset which may restrict physical movement about the work area.
• Accurately enter information into the computerized utility billing system while simultaneously receiving information by phone or in person.
• Work in a highly structured environment where all communications or work may be recorded or documented as public record.

DESIRABLE QUALIFICATIONS

• Utility billing customer service experience.
• Bilingual ability to speak and write in English and Spanish.
• Experience working in the public sector.

Application and Selection Process

APPLICATION INSTRUCTIONS & PROCESS

The application submitted must meet the minimum qualifications listed in the job description in order to move forward in the recruitment process with the City of Sunnyvale. The information provided in the Work Experience, Education, and Certificates/Licenses sections of the application will be used to determine if the application meets the minimum qualifications. A resume, employment history provided elsewhere in the application, or other attachments will not be accepted in lieu of the completed application.

Note: The minimum qualifications for experience are based on full-time experience (40 hours per week). Experience included in the Work Experience section of the application is calculated to the full-time equivalent (hours are pro-rated if less than 40 hours/week). Volunteer experience is not considered qualifying experience.

If you are interested in this opportunity, please submit a City of Sunnyvale employment application and responses to the supplemental questions to the Department of Human Resources by Monday, August 3, 2026, at 5:00pm or after receiving 100 qualified and complete applications, whichever is first.

Candidates are asked to fully describe any training, education, experience, or skills relevant to this position. Electronic applications may be submitted online through the Citys employment page at Sunnyvale.ca.gov and click on JOBS. Late or incomplete applications will not be accepted.

EXAM PROCESS

Applications will be competitively screened based on the minimum qualifications of this position. Based upon a review of the application materials, the most qualified candidates will be invited to participate in the oral examination process scheduled for Monday, August 24, 2026. (Note: The examination process may be changed as deemed necessary by the Director of Human Resources.)

SELECTION PROCESS

Those candidates that receive a passing score on the examination will be placed on an eligibility list for up to one year, in accordance with the Citys Civil Service Rules and Administrative Policies. Top candidates on the eligibility list will be invited to participate in a selection interview with the department tentatively scheduled for the week of September 7, 2026.

Any candidate that is selected by the hiring department will be required to successfully complete a pre-employment process, which may consist of a background history check, as well as a medical exam(s) administered by a City selected physician(s) before hire. Prior to starting work, all newly-hired employees will be fingerprinted to check conviction history. A conviction history will not necessarily disqualify an applicant from appointment; however, failure to disclose conviction history will result in refusal of employment or termination. Positions which are covered by the Department of Transportation regulations are required to submit to a pre-employment drug test and to random drug and alcohol testing.

INFORMATION ABOUT PROOF OF EDUCATION

Any successful candidate, selected by the hiring department will be required to submit proof of education (i.e. original copy of the diploma or college/university transcripts). A candidate with education obtained outside the United States must have education records evaluated by a credential evaluation service at the candidates expense to determine its equivalency in the United States. Candidates may utilize any third-party agency for the evaluation. If you search 'education equivalency verification' or similar online, you will obtain results for agencies that provide this evaluation service.

ADDITIONAL INFORMATION

Positions in this job classification are represented by the Sunnyvale Employees Association (SEA).

For assistance on how to fill out your job application, watch the following video:

• How to Apply for a City of Sunnyvale Job- YouTube (5:13)

The information contained within this announcement may be modified or revoked without notice and does not constitute either an expressed or implied contract.

The City of Sunnyvale is an equal opportunity employer. Applicants for all job openings will be considered without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, veteran status, or any other consideration made unlawful under any federal, state, or local laws. The City of Sunnyvale is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at (408) 730-7490 or recruitments@sunnyvale.ca.gov.

Summary of Sunnyvales Employees Association SEA

Notice of CFRA (California Family Rights Act) Rights and Obligations

01

Instructions for completing the Supplemental Questionnaire: The following supplemental questions constitute an examination. Responses are reviewed and rated by Subject Matter Expert(s). The supplemental question examination determines the most qualified candidates to move forward in the recruitment process. The responses to the supplemental questions should be specific, thorough and must be reflected in the Work Experience, Education, and Certificates/Licenses sections of the application. Please note the information provided in the supplemental questions will not be accepted in lieu of the completed application. Incomplete responses, false statements, copying and pasting responses from Artificial Intelligence (AI) programs, and/or entering "See Resume" will result in an incomplete application and/or disqualification from the recruitment process. Note: The minimum qualifications for experience are based on full-time experience (40 hours per week). Experience included in the Work Experience section of the application is calculated to the full-time equivalent (hours are pro-rated if less than 40 hours/week). Volunteer experience is not considered qualifying experience. Please be advised that you will be timed out of this page after 30 minutes. It is recommended to copy the supplemental questions that require text answers into a document that you can save on your computer. Prepare your responses in that document and then copy and paste the responses into the spaces provided. Additionally, please save your work continuously. By checking the Yes response below, I indicate that I have read the instructions for completing the application (located in the job posting) and supplemental questionnaire. In accordance with these instructions, I understand that a completed application and written responses to the supplemental questionnaire are required. I understand the completed application and supplemental question responses will be used to evaluate my qualifications for this position and further identify the most qualified candidates to continue in the recruitment process. Additionally, I certify that I have completed the application and supplemental questionnaire on my own; the information provided accurately reflects my training, education and experience; and I understand the information provided is subject to verification.

• Yes
• No

02

Do you have a high school diploma or an equivalent (GED)?

• Yes
• No

03

Do you have at least two years of general clerical experience that includes heavy public contact experience, including one year of customer service experience in a call center environment or similar high volume call environment?

• Yes
• No

04

This position requires at least one year of customer service experience in a call center or similar high volume call environment. Utility call center employees work in a high-volume call center that utilizes an automated call-distributor to direct calls in queue to multiple employees. Typical interactions involve responding to customer inquiries and requests for service, establishing commercial and residential accounts, placing work orders, and addressing billing issues and complaints. Please describe your experience working in call center or similar environment. In your response, please provide specific examples of a) your interactions with customers on the phone, b) the volume and types of calls you responded to, c) what types of information you conveyed to the callers or actions you would take based on the calls, and d) how you would document the calls. If you do not have this experience, please indicate N/A below.

05

Utility Customer Service Representatives are tasked with rotational duties between calls, such as processing or reconciling financial payments, placing work orders, preparing billing adjustments and responding to written inquiries. This position also requires two years of general clerical experience that includes heavy public contact. Please describe your experience whether over the phone or in other settings, including any experience processing or reconciling financial payments or doing research into and analyzing billing history. If you do not have this experience, please indicate N/A below.

06

This position requires moving back and forth between tasks with frequent interruptions to take and respond to calls. Please provide specific examples of your experience successfully handling multiple tasks at once.

07

I acknowledge the regular work hours for this position are 8:00am to 5:00pm Monday - Friday and that remote work and alternative schedules are not available in this position.

• Yes
• No

Required Question

Employer City of Sunnyvale

Address 456 W. Olive Avenue

Sunnyvale, California, 94086

Phone 408-730-7490

Website https://sunnyvale.ca.gov