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Job Description
Grade 16 - Starting hourly rate: $21.90. Rate of pay depends on qualifications.
Job Description
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
San Antonio Water System values the contributions of all its employees, providing them the best in compensation and benefits. The benefits package is designed to attract and retain a workforce of qualified employees who share a responsibility in providing quality water to 1 million consumers.
From an affordable medical and dental plan to life-sustaining retirement and insurance plans, we offer benefits that reward employees for their commitment to a challenging career at SAWS. Employee benefits include the following:- Competitive, market-based salaries
- Performance-based incentives
- Medical benefits
- Dental benefits
- Life insurance
- Prescription drug program
- Vision care plan
- Two retirement plans
- Deferred compensation plans (457 plan)
- Disability income
- Paid leave (vacation, sick, personal)
- Education assistance program
- Employee assistance program
- Flexible, tax-deferred health and dependent care spending accounts
- Wellness programs
- On-Site Fitness Facilities
- Community service opportunities
Closing Date/Time: 4/26/2026 11:59 PM Central -
ABOUT THE COMPANY
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San Antonio Water System
Show moreThe San Antonio Water System (SAWS) is a public utility owned by the City of San Antonio. SAWS serves 2 million people in Bexar County as well as parts of Medina and Atascosa counties. The population includes more than 511,300 water customers and 457,600 wastewater customers. SAWS actively seeks out public participation in its operations and planning, while SAWS volunteers strive to help their neighbors in need.
As an industry leader in conservation and water and wastewater management, SAWS provides sustainable, affordable water services. To deliver responsible water services, our investment in our employees – one of our greatest assets – ranks as a top priority.
San Antonio Water System's Board of Trustees has adopted mission, vision and values statements that serve as a foundation to move the utility forward through 2050 and reinforce San Antonio's much-deserved reputation as Waterful.
Our Mission: Sustainable, Affordable Water Services / Our Vision: To be leaders in delivering responsible water services for life. / Our Values: Excellence, Integrity, Respect and Safety.
SAWS is a values-based organization that believes in diversity in all aspects of our business. At SAWS, we attract and retain the finest individuals whose diverse talents drive innovation. We recognize that differences in race, ethnicity, religion, gender, gender identity, sexual orientation, nationality, physical ability or any characteristic protected by law, enrich and empower our work environment. We respectfully infuse diversity in our daily work lives with the knowledge that people from a variety of backgrounds and life experiences make connections that make SAWS a success.
SAWS is committed to providing our employees with a healthy, safe, and rewarding work environment where all employees have an equal opportunity for professional and personal growth. SAWS employees go beyond what is expected – developing remarkable, award-winning programs in conservation, water resources, watershed protection and wastewater treatment.
Why Choose a Career at SAWS?
For Your Work-Life Balance: SAWS is proud to invest in its employees by offering a variety of paid time off to help meet the work-life balance goals of you and your family.
For Your Professional Growth: Professional growth is key to both our employees’ success as well as SAWS’. That’s why SAWS offers a number of professional development opportunities that achieve both personal and company goals.
For Your Future: Achieving your personal financial goals is an important part of your life. SAWS makes it easy for employees to save for retirement by providing several retirement plan options.
For Your Health: SAWS offers a range of health, dental and vision benefits, and Wellness Programs to help meet each employee’s needs.
For your Protection: SAWS offers life insurance and disability coverage to meet the need for protection against life’s unexpected events.
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