Job Description

Posting number: HC R-13338

Department: Department of Water Supply

Job classification: CUSTOMER SERVICE REPRESENTATIVE II

Posting type: Open

Categories: Customer Service

Summary

IMPORTANT: HIRING RATES WILL BE BASED ON AVAILABILITY OF FUNDS, THE APPLICANT'S QUALIFICATIONS, AND OTHER RELEVANT FACTORS.

Appointment may be made at any rate within the salary range from SR-13C ($3,900) to SR-13E ($4,221) per month.

Supervises and participates in, and/or regularly performs the more difficult and complex public contact and clerical work in connection with the processing of water, sewer or refuse service applications, the maintenance of customer service records, the initiation and adjustment of service charges, and the handling of inquiries and complaints; and performs other related duties as required.

Distinguishing Characteristics:

This class differs from that of Customer Service Representative I in that the Customer Service Representative II supervises and participates in, and/or regularly performs the more difficult and complex public contact and clerical work in connection with the processing of water, sewer or refuse service applications, maintenance of customer service records, initiation and adjustment of service charges, and the handling of inquiries and complaints; whereas the Customer Service Representative I performs public contact and clerical work in handling water, sewer or refuse service applications, delinquent accounts, and complaints and records.

Examples of duties

The following are examples of duties and are not necessarily descriptive of any one position in this class. The omission of specific duties statements does not preclude management from assigning such duties if such duties are a logical assignment for the position.

• Supervises and participates in, and/or regularly performs difficult and complex work in processing applications or requests for establishing, transferring or discontinuing water, sewer or refuse services, furnishing information on charges, and explaining rules, regulations and policies relating to water, sewer or refuse service matters.
• Handles the more difficult complaints, inquiries and problems which may require considerable follow up and research to resolve.
• Initiates requests for, and reviews results of field investigations of high bill complaints.
• Reconstructs the billing process and, as necessary, recommends billing adjustments based on investigations and other findings.
• Notifies service holder of adjustments and prepares adjustment authorizations.
• Determines and assigns service codes.
• Oversees the maintenance and updating of customer service records to ensure that service history and service holder card files are kept current and accurate.
• Assists in developing and revising procedures and forms to improve and simplify work systems.
• Assists in instructing new employees on work processes and procedures.
• Prepares correspondence as required.
• May assume the duties and responsibilities of superiors in their absence.

Qualifications

Training and Experience: A combination of education and experience substantially equivalent to graduation from high school and three (3) years of clerical experience, one (1) of which shall have involved processing and reviewing applications, permits, payments and/or other requests for services.

License Requirement: None.

Knowledge of: Office practices and procedures; basic principles and practices of public relations; practices and procedures relating to provision of water, sewer or refuse service, as applicable, to customers; arithmetic; grammar and word usage; pertinent departmental rules, regulations and policies; as applicable, basic principles and practices of supervision.

Ability to: Deal tactfully and effectively with the public; effectively communicate orally; understand and explain pertinent departmental rules, regulations and policies; do arithmetic computations; operate office machines and equipment; understand and apply coding systems; as applicable, assign and review the work of others.

Health and Physical Condition:

Persons seeking appointment to positions in this class must meet the health and physical condition standards deemed necessary and proper to perform the essential functions of the position with or without reasonable accommodations.

Physical Effort Grouping: Light