*CURRENT SAWS EMPLOYEES ONLY* - Senior Customer Center Specialist

Grade 16 - Starting hourly rate: $21.90. Rate of pay depends on qualifications.

JOB SUMMARY

The Senior Customer Center Specialist serves as a lead representative at SAWS Customer Centers, providing advanced in-person customer support and serving as a subject matter expert in payment processing and delinquency resolution. In addition to performing all standard Customer Center functions, this senior-level role supports onboarding and mentoring of new employees, ensures compliance with cash handling protocols, and assists in resolving complex account and customer service issues. The role demands high attention to detail, sound judgment in financial matters, and the ability to support continuous improvement efforts across the team.

ESSENTIAL FUNCTIONS

Serves as a front-line expert in resolving complex payment, billing, and delinquency matters in person with customers. Processes and reconciles all forms of payments (cash, check, credit/debit card), including impact fees and miscellaneous receipts, with a high degree of accuracy and accountability. Maintains and balances daily cash drawer; assists with troubleshooting and resolving discrepancies for self and team members. Reviews, validates, and accepts documentation for account updates, including leak adjustments, proof of residence, and letters of credit. Provides mentorship to new and existing team members on SAWS policies, procedures, and systems. Supports Customer Center leadership by assisting in quality control, vault auditing with dual control verification, and ensuring compliance with established financial procedures. Coordinates Brinks cash deposit pickups and ensures proper handling and documentation of daily deposits. Participates in the onboarding process and supports training efforts for new associates. Demonstrates ownership of the customer experience by identifying opportunities for improvement and escalating persistent issues or process gaps. Provides backup support to supervisors as needed, including coordinating front-line coverage during peak hours or absences. Provides input on policy interpretation and service exceptions when appropriate. Performs all other duties as assigned.

DECISION MAKING

Works under general supervision with increased autonomy in managing customer interactions and financial transactions.

MINIMUM REQUIREMENTS

High School Diploma or GED. Three years of experience in cashiering, customer service, bookkeeping or other relevant experience. Ability to work regularly scheduled shifts within SAWS's hours of operation including the training period where lunches and breaks are scheduled with the flexibility to adjust daily schedule and work overtime and/or weekends as needed.

PREFERRED REQUIREMENTS

Bilingual in English and Spanish.

JOB DIMENSIONS

Skill in Microsoft Office and customer account management systems. Strong analytical skills and attention to detail in financial transactions. High emotional intelligence and interpersonal skills to build rapport with customers and colleagues. Ability to type 35 w.p.m. Ability to clearly communicate policies and resolve concerns both verbally and in writing. Ability to exercise sound judgment within established policies and procedures.

PHYSICAL DEMANDS AND WORKING CONDITIONS

Physical requirements include lifting up to 25 pounds occasionally. Subject to sitting or standing for extended periods of time at various workstations to perform job scope. Requires visual acuity, speech, and hearing. Working conditions are primarily in a secure office environment. May be required to adhere to strict lunch or break schedule. May be required to work hours other than regular schedule including shift work, weekends and holidays at both Customer Center locations as needed. #LI-DNI