Salary: $6,160.03 - $7,487.48 Monthly
Location : Victorville, CA
Job Type: Full-Time
Job Number: 2026-066
Department: Finance
Opening Date: 09/30/2026
Closing Date: 10/7/2026 11:59 PM Pacific
Max Number of Applicants: 50

Summary
Under the direction of the Finance Supervisor for Customer Service, the Customer Service Lead Representative provides daily work direction to customer service staff, manages customer accounts, may serve as the Finance Supervisor for Customer Service in their absence, and performs related duties as required.

Essential Functions
Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to the following:

• Leads, trains, instructs, and oversees the daily performance of customer service staff; assists the Supervisor with employee evaluations.
• Maintains and controls access to the cash vault in accordance with established security procedures and internal controls.
• Processes and manages change orders for Customer Service Representatives through the bank, ensuring adequate cash availability for daily operations.
• Meets with customers to address and resolve complaints and conflicts, demonstrating patience, courtesy, and professionalism when interacting with the public.
• Researches and reviews accounts for accuracy; prepares reports and processes orders to discontinue water utility service; compiles customer information for vacancies; verifies meter status; and researches property ownership.
• Coordinates meetings, training sessions, and daily activity schedules for customer service staff.
• Responds to emergency situations.
• Assists and develops payment plans and extensions for customers with delinquent accounts; verifies and approves customer account adjustments.
• Implements billing software and software updates; provides training and instruction to staff; tests accounts for accuracy; completes forms; and performs data entry into the billing system.
• Assists with the interpretation and implementation of City resolutions, ordinances, department policies, goals, strategies, and programs.
• Participates in City committees and meetings concerning customer service.
• Prepares and maintains departmental procedures.
• Maintains and controls all aspects of supply inventory for the Customer Service Division.
• Performs the work of customer service staff as needed to accomplish work goals.
• Maintains confidentiality of work-related issues and City information.

Minimum Qualifications
Education and Experience:
High school diploma or GED supplemented by thirty (30) college semester units in a related field and three (3) years of utility billing experience, including customer service, with one (1) year of experience in a senior or supervisory capacity. An additional one (1) year of the required utility billing experience may substitute for the thirty (30) college semester units.
License(s)/Certifications:

None required.
Knowledge of:

• City policies and procedures.
• Principles and practices of effective employee supervision.
• Financial account recordkeeping.
• General accounting and bookkeeping principles and practices.
• Billing and collection procedures and practices.
• Principles and practices of effective customer service.
• Pertinent municipal codes, policies, procedures, ordinances, rules, regulations, and resolutions.
• Water district maps.
• Principles and practices of project management.
• Modern office methods, practices, procedures, and equipment, including software and database programs.
• English usage, spelling, grammar, punctuation, and basic mathematical principles.

Skill and Ability to:

• Use initiative, discretion, and judgment within established procedures, guidelines, and rules.
• Define problems, establish facts, and draw valid conclusions.
• Manage situations requiring diplomacy, fairness, firmness, and sound judgment.
• Direct the work of others.
• Apply City, state, and federal policies, laws, and regulations.
• Perform basic mathematical calculations.
• Research and develop practical solutions to customer issues and problems.
• Multitask and manage time efficiently.
• Provide efficient customer service.
• Communicate clearly and effectively, both verbally and in writing.
• Operate a personal computer and various software applications.
• Establish and maintain effective working relationships with those contacted in the course of work, including City and other government officials, community groups, and the public.
• Apply safe work practices.

Physical Demands & Working Environment
(Must be performed with or without reasonable accommodations.)

• This position works primarily in an indoor office environment and in close proximity to other workers.
• Incumbents may be exposed to those conditions normally encountered in a business office environment.
• Positions in this class typically require balancing, stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, grasping, feeling, talking, hearing, seeing, and performing repetitive motions.
• Medium Work: Exerting 20 to 50 pounds of force occasionally (up to 1/3 of the workday), and/or 10 to 25 pounds of force frequently (1/3 to 2/3 of the workday), and/or greater than negligible up to 10 pounds of force constantly (2/3 or more of the workday) to move objects. Physical demand requirements are in excess of those for Light Work.
• Incumbents must be able to see and hear in the normal range, with or without correction, and communicate verbally and in written form with great facility and must be able to be understood.
• Incumbents must have the stamina to work extended hours and overtime, if assigned, and must be willing to work an irregular schedule, which may include weekends, holidays, evenings, and/or varying shifts.

SALARY: Employees typically start at Step 1 of the established salary range for their classification. Salary ranges are subject to the City's approved salary schedule and applicable salary adjustments. Part-time employees are generally hired at an hourly rate and are not eligible for City benefits or merit-based salary increases.VACATION: Paid vacation is earned by full-time, non-represented employees based on years of full-time City of Victorville service:

• 0-5 years: 80 hours annually
• 6-10 years: 120 hours annually
• 11-15 years: 160 hours annually
• 16+ years: 200 hours annually

Vacation is accrued each pay period. Employees may accumulate vacation up to the applicable maximum accrual, which ranges from 160 to 400 hours, depending on years of service.

SICK LEAVE: Full-time, non-represented employees accrue 96 hours of paid sick leave annually. Part-time employees are eligible for up to 40 hours of paid sick leave, subject to applicable eligibility requirements.

HOLIDAYS: Eligible full-time employees receive 14 paid holidays per year, consisting of 13 designated holidays plus one floating holiday. The floating holiday may be taken after six months of service. Employees required to work on an approved holiday may be eligible for premium holiday pay at one-and-one-half times their regular rate of pay, subject to applicable eligibility and scheduling provisions.

MEDICAL/DENTAL/VISION INSURANCE: Medical, dental, and vision coverage is available to full-time employees and their eligible dependents. Effective July 1, 2026, the City provides a $1,200 monthly fringe benefit toward medical, dental, and vision coverage. Employees enrolled in medical coverage who have qualifying out-of-pocket premium costs may also be eligible for a City subsidy of 50% of the total out-of-pocket cost, up to an additional $1,200 per month, subject to applicable provisions. Employees who waive City medical coverage may receive a maximum cash benefit of $400 per month. The waiver benefit may be used toward dental and vision coverage, with any remaining balance available for a flexible spending account or taxable income, subject to applicable rules.

FLEXIBLE SPENDING ACCOUNTS: Flexible Spending Accounts (FSAs) are available for pre-tax health care and dependent day-care expenses. The City pays the monthly administrative fee associated with the accounts.

DEFERRED COMPENSATION - 457 PLAN: Full-time employees may voluntarily participate in a City-approved 457 Deferred Compensation Plan, including Roth contribution options. Eligible employees may contribute up to the applicable annual IRS limit, with additional catch-up contributions available to eligible employees.

LIFE INSURANCE: The City provides employer-paid group term life insurance and accidental death and dismemberment (AD&D) coverage for full-time employees. Coverage is equal to one times the employee's annual salary, up to a maximum of $250,000. Employees may elect additional supplemental life and AD&D coverage at their own expense.

RETIREMENT - CALPERS: The City participates in the California Public Employees' Retirement System (CalPERS). Retirement formulas depend on membership status and employee classification.

Miscellaneous Employees:

• Classic Members: 2.5% @ 55; employee contribution of 8%
• PEPRA/New Members: 2.0% @ 62; employee contribution is one-half of the total normal cost

Safety Employees:

• Classic Members: 2.0% @ 50; employee contribution of 9%
• PEPRA/New Members: 2.7% @ 57; employee contribution is one-half of the total normal cost

The City does not participate in Social Security. Employees hired after April 1, 1986 contribute 1.45% of base salary as a matching contribution for Medicare coverage.

RETIREE MEDICAL BENEFITS: Eligible City retirees may receive a City contribution toward retiree medical insurance based on years of service. For employees hired prior to July 1, 2024, the City contribution begins at eight years of service and ranges from 25% to 100% based on years of service. For employees hired on or after July 1, 2024, eligibility begins at 15 years of service, with the City contribution ranging from 50% to 100% based on years of service. Eligible retirees must have been enrolled in the City's medical coverage for at least 12 consecutive months immediately prior to retirement.

SHORT-TERM DISABILITY: Short-Term Disability (STD) is an employee-paid, post-tax benefit. Benefits may begin after a seven-day waiting period and continue for up to 13 weeks for a qualifying illness or injury. STD provides 60% of weekly base pay, with a maximum benefit of $1,600 per week. Part-time employees are not eligible for STD.
LONG-TERM DISABILITY: Long-Term Disability (LTD) is a City-paid benefit for eligible full-time employees. Coverage begins after 90 days of disability and provides 66.67% of monthly salary, subject to a maximum benefit of $5,000 per month.
EMPLOYEE ASSISTANCE PROGRAM: The City provides a confidential Employee Assistance Program (EAP) for full-time employees and eligible dependents, including counseling and support services for personal, family, and work-related concerns.

LEAVE BENEFITS: Eligible employees may receive additional leave benefits, including:

• Paid Parental Leave: Up to four weeks of paid maternity, paternity, or adoption leave for eligible non-represented full-time and part-time employees. Paid Parental Leave is compensated at 60% of weekly earnings and is coordinated with applicable sick and/or vacation leave.
• Bereavement Leave: Non-represented full-time employees may receive up to 80 hours of paid bereavement leave per occurrence. Part-time employees may receive up to 56 hours per occurrence, based on applicable provisions.
• Reproductive Loss Leave: Employees who have been employed by the City for at least 30 days may receive up to five days of unpaid reproductive loss leave following a qualifying reproductive loss. Available paid leave may be used during this period.

TUITION REIMBURSEMENT: Eligible full-time and part-time, non-represented regular employees may receive tuition reimbursement after one year of full-time service. Courses and schools must be approved in advance and generally must be job-related and toward a related degree. Eligible educational expenses may be reimbursed up to $5,000 for full-time, $2,500 for part-time, per fiscal year, subject to applicable requirements.

BILINGUAL PAY: Full-time and part-time employees who demonstrate proficiency in a qualified foreign language and meet the City's testing requirements may receive $50 per month in bilingual pay, subject to Department Head recommendation and departmental need. Spanish is currently the qualified language.
STABILITY PAY: Non-represented employees may receive annual stability pay after 10 years of City service, based on the following schedule:

• 10-14 years: $500 annually
• 15-19 years: $1,000 annually
• 20+ years: $1,500 annually

ADDITIONAL PAY & STIPENDS: Eligible employees may receive additional compensation or stipends for qualifying assignments and job duties, including:

• Weekend differential: 5% additional pay for qualifying weekend hours.
• Standby pay: $300 per week or