CUSTOMER SERVICE REPRESENTATIVE II (SR-11) [2 vacancies]

Turning challenges into cheers one customer at a time!

Start your rewarding career with the City and County of Honolulu today!

Looking to make every customers day a little brighter with your solutions Multiple departments are searching for positive and tactful individuals to become a key part of their team as a Customer Service Representative II! This role located in Honolulu helps customers by answering questions and handling basic billing and service requestsby phone online by mail or in personwhile staying friendly clear and professional.

• There is one (1) full-time temporary vacancy with the HonoluluBoard of Water Supply (BWS) that may become permanent.
• There is one (1) full-time permanent vacancy with the Honolulu Emergency Services Department(HESD).

What Youll Do at the Board of Water Supply:

• Start and stop water service accounts by checking applications confirming the customer can use the property explaining basic rules entering information collecting deposits and asking senior staff for help when needed.
• Keep customer accounts up to date by recording notes updating information fixing missing-bill issues filing documents making bill copies when needed and handling returned mail.
• Teach customers how to read their water meter check for leaks understand common water issues and learn basic BWS rules.
• Explain how water bills and rates work review past water use with customers help them understand charges provide basic info about wastewater billing and handle billing problems by researching issues and guiding customers on their rights.
• Handle high bill cases by gathering information from customers investigating meters giving updates reviewing requests and explaining any billing adjustments.
• Help customers with payment options enrollments cancellations changes process card payments and handle refunds or corrections.
• Help customers pay past-due bills to avoid or restore water service by confirming balances setting up payment plans completing required forms and contacting unresponsive customers.
• Handle miscellaneous tasks by listening to customers directing them to the right department diffusing difficult situations completing clerical work and assisting with special projects as needed.
• Performing other related duties.

What Youll Do at the Honolulu Emergency Services Department:

• Handle customer questions billing issues and disputes across all channels while explaining charges and setting up payments or payment plans.
• Maintain and update customer accounts documents and records managing insurance follow-ups and keeping required files and receipts organized according to rules and retention policies.
• Work with vendors collection agencies and internal staff to resolve billing and payment issues.
• Review overdue accounts handle fee waivers process insurance claims and manage legal or subpoena requests.
• Track payments and coordinate with billing contractors insurers and collection agencies while following all rules and procedures.
• Help customers with billing and payment issues fix disputes set up payment plans and work with collection agencies or billing companies.
• Follow HIPAA and privacy rules assist with releasing health information investigate complaints make reports and attend required trainings.
• Performing other related duties.

Special Work Requirements:

• Work schedule is from 7:45 a.m. until 4:30 p.m.

• Must be punctual and have regular and consistent attendance.

• May be required to work overtime on a rotational basis with advanced notice in order to respond on-demand to customers at the close of the business day.

• May be required to work weekends nights and holidays based on operational needs.

Apply today! If you qualify for the position your name will be eligible for referral to the hiring departments for further consideration for the current job openings as well as future vacancies with this job title.

The Citys many excellent benefits include:

• Generous Time Off - Up to 21 vacation days 21 sick days and 13-14 holidays per year.
• Comprehensive Health Coverage- Medical dental vision and prescription drug plans with subsidized premiums and life insurance coverage.
• Retirement Plan- State of Hawaii ERS pension and optional retirement and deferred compensation plans.
• Student Loan Relief- Eligible for Public Service Loan Forgiveness (PSLF).
• Career Development- Training and development classes at all levels.
• And much more!- For additional benefit information visit

At time of application you must be a citizen national or permanent resident alien of the United States or a non-citizen eligible under federal law for unrestricted employment.

EDUCATION REQUIREMENT:
Equivalent to graduation from high school. Responsible work experience demonstrating the ability to perform the essential functions of the job may be substituted for education.

EXPERIENCE REQUIREMENT:
Two (2) years of clerical experience one (1) of which must have involved public contact work which required providing information answering questions and inquiries and explaining policies rules and regulations in person or by telephone.

Verification Requirement: In order to be given credit for your education clearly list your education credentials on your application. As part of the hiring process you may be asked to furnish documentation to verify your education. If available please attach an electronic copy of your diploma and/or official transcript which shows the embossed seal or applicable FCE to your application.Or mail a photocopy of your documents to the following address: Department of Human Resources 650 South King Street 10th Floor Honolulu HI 96813. Copies will not be returned. Unofficial transcripts will not be accepted. All information on your documentation must be legible and complete in order to be given credit.

• Understand and explain city rules policies and procedures
• Use basic computer programs
• Communicate clearly and politely with the public
• Apply basic math grammar and spelling skills
  
• Handle customers politely and effectively
• Listen to customers understand their needs and stay patient
• Make good decisions and solve problems or disputes
• Work well with coworkers other departments and outside organizations
• Enter and retrieve data from computer systems accurately
• Handle money and other financial transactions carefully

EDUCATION AND EXPERIENCE EVALUATION:
In addition to meeting the above minimum qualifications your application will be further evaluated. Your score will be based on the quality and quantity of your education experience and/or other related job requirements and competencies applicable to the position. Failure to provide sufficient information may result in your application being rejected or your receiving a lower score.

EXAMINATION WEIGHT:
Education and Experience Evaluation.....................100%