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Job Specification


 Under direction, supervises and coordinates the activities of
 Customer Service Representatives engaged in receiving and
 handling customer complaints, requests and/or inquiries
 concerning the providing of public services, billings, service
 charges, the issuance of licenses, certificates and permits
 and/or other matters of a similar nature; does related work as

 NOTE: The examples of work for this title are for illustrative
 purposes only.  A particular position using this title may not
 perform all duties listed in this job specification.  Conversely,
 all duties performed on the job may not be listed.


 Observes employees= demeanor, technical accuracy and conformity
 to established policies, rules, regulations and procedures in the
 handling of customer complaints and inquiries.

 Supervises employees engaged in receiving and resolving inquiries
 and complaints by customers concerning high or incorrect
 billings, service charges and connections, change of name and
 addresses, service installation, meter repairs, sidewalk and
 street restoration and other problems that arise.

 Supervises the preparation of forms for change of address of
 customer for data processing.

 Supervises the handling of all customer requests concerning turn
 on and off of water supply and/or electric service and maintains
 a record of all such actions.

 Supervises the preparation of all information and forms regarding
 the request and/or billings for special, final and private
 reading of water and electric meters.

 Supervises the processing of all checks and money orders received
 as payment for water, electric and sewer billings by checking
 street addresses, account numbers and trial balances so the
 cashier may accept them.

 Answers inquiries and gives information concerning water and
 electric meter readings, the manner of making computations for
 water and electric use and the water and electric distribution

 Checks on new accounts to insure proper billings.

 Supervises the preparation of suitable reports.

 Supervises the establishment and maintenance of needed records
 and files.

 Supervises the conducting of field inspections of water, sewer
 and/or electric lines and connections as the result of customer
 complaints in order to insure that property is being billed
 properly according to rate structure.

 Supervises the inspection of property to determine proper rate
 structure category and gathers needed information for the
 customer account.

 Sees that records are updated so that customer is billed

 May make field investigations to obtain information on new
 construction, subdivisions or changes in property ownership.

 Answers questions, explains procedures, provides instructions and
 resolves problems concerning the completion of applications and
 other forms.

 Inspects tax maps to locate property lines and may inspect
 property for proper utility installation and connections.

 Supervises the collection of payments for services, penalty and
 interest charges and makes partial payment arrangements as

 Interviews applicants for water, gas and/or electric service.

 Talks with customers by phone or in person and receives orders
 for installation, turn-on, discontinuance or change in services.

 Supervises the determination of charges for service requested,
 the collection of deposits, the preparation of change of address
 records and the issuance of discontinuance orders.

 May adjust complaints concerning billing or service rendered,
 referring complaints of service failures, energy diversion or
 meter tampering to designated departments for investigation.

 May visit customers at their place of residence to investigate
 conditions preventing completion of service connection orders, or
 for investigations involving meter tampering or energy diversion.

 Reviews meter books, microfilm, computer printouts and machine
 accounting records for errors causing high bills.

 Orders tests to detect meter malfunctions.

 Confers with customers in person, by telephone or dictates
 correspondence to explain reasons for high bills.

 Prepares forms required for correction of meter reading or
 billing errors.

 Participates in publicity, marketing and customer relations

 Prepares performance evaluative reports on Customer Service
 Representative and other employees assigned to the unit.

 Develops on-the-job training programs and tans employees in the
 use of propr communications techniques to insure courtesy and
 effective public relations.

 Conducts other on-the-job training for the purpose of cross-
 training and to provide all employees with equal opportunity for

 Gives work assignments and instructions to employees that are
 consistent with established staffing requirements and work flow

 Will be required to learn to utilize various types of electronic
 and/or manual recording and information systems used by the
 agency, office or related units.



      Four (4) years of experience in the receiving and handling
 of customer complaints and inquiries.


      Appointees will be required to possess a driver's license
 valid in New Jersey only if the operation of a vehicle, rather
 than employee mobility, is necessary to perform the essential
 duties of the position.


 Knowledge of the regulations and procedures dealing with the
 billing, computing charges and making connections relative to
 water, sewer and/or electric utility services.

 Knowledge of utility rate structure.

 Knowledge of the regulations pertaining to the installation,
 connection and discontinuance of utility services.

 Knowledge of the records and procedures involved in recording
 payments for utility services and interest and penalty charges.

 Knowledge of the methods involved in recording meter readings 
 and in calculating water and/or electric consumption.

 Knowledge of office methods, practices, routines, machines and
 equipment and of the internal organization, personnel, resource
 scheduling, functions and established regulations, policies and

 Knowledge of the problems encountered in planning a complex
 customer sensitive service program, in organizing work and in
 developing effective work procedures.

 Knowledge of techniques in communicating effectively and
 courteously with the public.

 Knowledge of modern filing systems and business and office
 equipment machines and their advantages and limitations.

 Ability to deal tactfully with the varied types of persons who
 have complaints about their billings or who are delinquent in
 their payments.

 Ability to analyze and interpret properly the procedures relating
 to the collection of utility payments, penalty and interest
 charges, partial payments and investigative charges for meter
 tapering and energy diversion.

 Ability to take and maintain a firm correct stand when
 controversies arise, and deal with hostile individuals.

 Ability to establish and maintain needed records and files.

 Ability to interview people and compile information.

 Ability to communicate effectively with different kinds of people
 and to provide them with proper information.

 Ability to give suitable instructions and work assignments to
 employees and evaluate their work performance.

 Ability to prepare reports and complete forms.

 Ability to record numerical or other information accurately.

 Ability to recognize errors in printed material.

 Ability to interpret basic laws, rules, regulations, polices and

 Ability to resolve problems involving staff and the general

 Ability to conduct on the job training of staff.

 Ability to utilize various types of electric and/or manual
 recording and information systems used by the agency, office or
 related units.

 Ability to read, write, speak, understand and communicate in
 English sufficiently to perform duties of this position.
 American Sign Language or Braille may also be considered as
 acceptable forms of communications.

 Persons with mental or physical disabilities are eligible as long
 as they can perform essential functions of the job after
 reasonable accommodation is made to their known limitations.  If
 the accommodation cannot be made because it would cause the
 employer undue hardship, such persons may not be eligible.

 This job specification is applicable to the following title code:
Local or
Class of
03999LC N/A10-

This job specification is for local government use only.
Salary range is only applicable to state government.
Local salaries are established by individual local jurisdictions.