DEFINITION
Under immediate and then general supervision, performs duties related to collecting and processing customer inquiries and complaints by either providing the correct information to the customer or by referring the customer to the appropriate department; schedules water service; collects and processes customer payments and adjustments; maintains related records and files; and performs other related duties as required.
DISTINGUISHING CHARACTERISTICS
The Customer Service Representative I is the entry level of the Customer Service Representative class series while learning agency policies and procedures. This classification is distinguished from the next higher-level classification of Customer Service Representative II by the performance of work requiring a lesser degree of interpretation and judgment.
SUPERVISION RECEIVED/EXERCISED
Customer Service Representative I receives immediate and then general supervision from the Customer Service Supervisor.
EXAMPLES OF ESSENTIAL FUNCTIONS (Illustrative Only)
Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.
Duties may include, but are not limited to, the following:
Researches, responds to, and resolves customer concerns and complaints related to billing statements, payments, and adjustments; explains billing practices and procedures over the phone, in person, or by mail.
Provides current information and processes requests for changes on customer accounts as requested.
Updates and records changes for existing customer accounts, updates new service accounts, generates open and closes, processes applications for fire hydrant meters for construction use.
Assesses complaint situations; determines appropriate action to defuse potentially difficult situations with customers within established guidelines; refers difficult customer complaints to an assigned supervisor for resolution.
Prepares work orders for field crews for possible water leaks, pressure complaints, meter problems, valve repairs, and rechecks; notifies field crew of main line water breaks and emergency shutdowns by way of two-way radio system; maintains records regarding billing, meter problems, corrected bills, rechecks, meter and pressure checks, and applications for water service.
Processes payments received at the counter and through the mail; reviews and calculates credit adjustments; loads and unloads versa terms for daily meter reads; checks for accuracy of meter reads, prepares daily edits and weekly billing; counts, collates and hand stuffs weekly HOA billing; prepares adjustments as needed to ensure accuracy.
Reviews misread meters; collects past due accounts; notifies and schedules termination of unpaid accounts; advises customers of actions being taken on site to discontinue service and methods for reinstating service; compares returned checks against accounts, collects and records account information, and processes final notices to be door hung.
Processes account information for accounts that go to a write off status; prepares final notices on delinquent accounts when applicable.
Prepares daily cash and checks received for daily banking deposits; processes bank deposit paperwork; reconciles daily cash drawer.
Inputs a variety of data into an assigned computer system; establishes and maintains records and files.
Communicates with other departments and personnel, outside organizations, customers, and the general public to exchange information and resolve issues or concerns.
Operates a variety of office equipment.
Operates a computer and assigned software including word processing, spreadsheet, and database programs.
Performs other related duties as required.
PHYSICAL, MENTAL AND ENVIRONMENTAL WORKING CONDITIONS
Position requires prolonged sitting, standing, walking, reaching, twisting, turning, kneeling, bending, squatting, and stooping in the performance of daily activities. The position also requires grasping, repetitive hand movement, and fine coordination in preparing statistical reports and data using a computer keyboard. Additionally, the position requires near vision in reading correspondence, statistical data, and using a computer. Acute hearing is required when providing phone and personal service. The need to lift, drag, and push files, paper, and documents weighing up to 25 pounds also is required.
Work is typically performed in an indoor office environment where the noise level is moderate.
Some of these requirements may be accommodated for otherwise qualified individuals requiring and requesting such accommodations.
QUALIFICATIONS (The following are minimal qualifications necessary for entry into the classification.)
Education and/or Experience
Any combination of education and experience that has provided the knowledge, skills, and abilities necessary for a Customer Service Representative I. A typical way of obtaining the required qualifications is to possess:
A high school diploma or equivalent GED.
One (1) year of customer service experience.
Licenses and Certifications
Possession of, or ability to obtain, a valid Class C California driver's license. Individuals who do not meet this requirement due to a physical disability will be considered on a case-by-case basis.
KNOWLEDGE/SKILLS/ABILITIES (The following are a representative sample of the KSA’s necessary to perform essential duties of the position.)
Knowledge/Skills of:
Principles, practices, methods, and techniques used to provide and maintain a satisfactory level of customer service.
Basic accounting practices.
English usage, grammar, spelling, and punctuation.
Modern office methods, procedures, and equipment.
Safe working practices.
Operation of a computer and assigned software.
Oral and written communication skills.
Data control procedures and data entry operations.
Customer billing and collection activities.
Telephone techniques and etiquette.
Record-keeping techniques.
Basic arithmetic computations.
Interpersonal skills using tact, patience, and courtesy.
Ability to:
Resolve customer problems and complaints courteously and tactfully.
Effectively handle and prioritize multiple tasks.
Communicate effectively, both orally and in writing.
Operate a variety of office equipment.
Operates a computer and assigned software.
Process and record billing transactions accurately.
Perform clerical duties such as filing, duplications, and maintaining records.
Understand and follow oral and written directions.
Make arithmetic computations with speed and accuracy.
Establish and maintain effective working relationships with agency staff, outside organizations, and the public.
