What are the responsibilities and job description for the CUSTOMER SERVICE REPRESENTATIVE II (SR-11) [4 vacancies] position at City and County of Honolulu?
Start your rewarding career with the City and County of Honolulu today!
Looking to make every customer’s day a little brighter with your solutions? The Board of Water Supply is searching for positive and tactful individuals to become a key part of their team as a Customer Service Representative II! Be part of a team that’s dedicated to making every customer interaction count!
Duties and responsibilities of this position include, but are not limited to:
- Supervising the daily activities of Customer Service Representatives I (CSR I) and performing the most complex and difficult customer-related services and transactions that require a thorough understanding of rules, regulations, policies, procedures, rates, etc., and involve judgment in applying the appropriate criteria, investigating complaints, adjusting accounts, processing delinquent accounts, etc.;
- Reviewing and advising on actions for various customer service requests, as well as assisting in the resolution of difficult issues related to delinquent bills and returned checks;
- Reviewing the work of Customer Service Representatives I (CSR I) for possible switched services or incorrect billings, initiating the field investigation and/or referring to Customer Service and Records Supervisor as appropriate, tracking to ensure completion of field work, reviewing findings for completeness, forwarding to supervisor for appropriate action, reviewing water service applications, correspondence and various requests received through the mail, determining appropriate actions to be taken, assigning tasks to CSR I as appropriate, and ensuring that customer records are accurately maintained are all part of this role;
- Participating in routine customer service activities and performing the most difficult and complex service requests or customer problems involves personally handling difficult customers or problems as appropriate, researching and resolving difficult customer payment discrepancies, automatic bill payment (ABP) issues, etc., and preparing adjustment authorizations as appropriate, and assisting other BWS sections with information regarding service history or status of accounts;
- Responding to inquiries and complaints from both internal and external customers involves reviewing research, gathering appropriate data, and referring to a supervisor for action as needed, as well as reviewing attorney bankruptcy letters and bankruptcy court notifications, terminating existing service, establishing new services, taking appropriate action to manage delinquent amounts due (Chapter 7, 11, & 13), and annotating the Customer Information System (CIS) accordingly;
- Assisting the Customer Relations Assistant in computing and processing bill adjustments as necessary and helping with processing agricultural rate applications are part of this role; and
- Performing other related duties.
Special Work Requirement: Work schedule is from 7:45 a.m. until 4:30 p.m., with varying days off depending on work needs. Regular and punctual attendance is required to service customers during established hours of business. May also be required to work overtime, 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 department for further consideration for the current job openings, as well as future vacancies for this job title.
HIRING PROCESS:
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Some notifications will be sent via e-mail. You are responsible for monitoring instructions and correspondence from this office by checking your e-mail account in a timely manner. To ensure proper delivery, please make sure you:
- use a valid e-mail account;
- verify your e-mail address is entered correctly on your GovernmentJobs account;
- are subscribed to e-mail notices;
- check your spam folders; and
- add infoneogov@honolulu.govand info@governmentjobs.comto your contact list.
Notifications may also be sent via text message if opted into the service. Data and text messaging fees apply.
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 that demonstrated the ability to perform the essential functions of the job may be substituted for education.
EXPERIENCE REQUIREMENT:
Two years of clerical experience, one 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 to satisfy this education qualification requirement. 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.
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%
Salary : $3,484
