Customer Service Representative II SR-13
Customer Service Representative II SR-13
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USD 3768 - 3768
1 Vacancy
Job Description
Description
IMMEDIATE VACANICES:
Department of Environmental Management
Department of Water Supply
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.
Minimum Qualification Requirements
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
Supplemental Information
NOTE: Qualified applicants will be required to take an online exam. Applicants are required to test alone in a quiet distractionfree area using a reliable computer with a highspeed internet connection a microphone a webcam (internal or external) and a Windows or Apple Operating System. Applicants who do not meet the system requirements will be provided an opportunity to take the online exam on site.
EXAMINATIONS ARE ADMINISTERED IN THE COUNTY OF MAUl ONLY
The above examination is being given on an opencompetitive basis to establish an eligible list which shall be effective for not more than one year unless extended by the Director of Personnel Services.
AN EQUAL OPPORTUNITY EMPLOYER
The County of Maui does not discriminate on the basis of race sex sexual orientation age religion color ancestry national origin disability marital status pregnancy arrest and court record assignment of child support national guard participation or any other basis covered by state or federal laws governing nondiscrimination
PreEmployment/PostOffer Drug Screening Test: All applicants who will enter a safety sensitive position or certain designated categories that the Personnel Services Director has established or who are required by law to be drug tested must pass a preemployment/postoffer drug screening test as a condition of employment. There is no retesting or reevaluation process. Cost for the drug screening test shall be borne by the County of Maui.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
