Job Specification
SENIOR CUSTOMER SERVICE REPRESENTATIVE
DEFINITION
Under direction, takes the lead over other customer service
representatives in performing work involved in receiving and handling
customer complaints, requests, and/or inquiries concerning provision
of public services, billings, service charges, the issuance of
licenses, certificates, and permits, and/or other matters of a similar
nature; does other related duties as required.
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.
EXAMPLES OF WORK:
Distributes and balances workload among employees in accord
with established work flow or job specialization and ensures timely
accomplishment of workload and that each employee has sufficient
work to be kept busy.
Observes status/progress of work, makes necessary adjustments in
accord with established priorities, notifies supervisor as to the
work's progress/status, requests advice or needed information
regarding problems that arise, passes on to employees the instructions
received from the supervisor, and demonstrates proper work methods.
Answers questions from employees regarding procedures, polices,
regulations, and instructions, and provides instruction in specific
tasks and job techniques.
Gives on-the-job training to new employees in established procedures
and practices, and informs them of available services and agency
regulations.
Resolves simple informal complaints from employees, and refers all
other complaints to the supervisor.
Informs supervisor as to progress and training needs of employees,
and makes suggestions as to disciplinary matters, promotions,
reassignments, dismissals, and other personnel problems.
Distributes forms and information to the public to communicate
specific requirements relevant to licensing and registration laws,
regulations, and policies.
Reviews record of rejected licence/permit applicants to determine
cause of rejection, and advises applicants or employees of
methods/procedures to be followed to correct or remove conditions
which resulted in the rejection.
Intervenes and resolves volatile situations between customers and
staff.
Resolves problems referred by employees.
Interprets basic laws, policies, standards, procedures, and methods to
staff and the public.
Receives and addresses inquiries/complaints by customers concerning
high or incorrect billings, service charges and connections, changes
of name/address, service installations, meter repairs, sidewalk and
street restoration, and problems that arise.
Prepares forms to record change of customer address for submission
to data processing.
Processes customer requests concerning service turn-on and
discontinuance and maintains a record of all such actions.
Prepares information and forms regarding the request and/or billings
for special final and private readings of water and/or electric
meters.
Precesses checks and money orders received as payment for water,
electric, and sewer billings by checking street addresses, account
numbers, and trial balances so that the cashier may accept them.
Answers inquiries and gives information concerning water/electric
meter readings, the manner of making computations for water/electric
use, and water/electric distribution systems.
Checks on new accounts to ensure proper billing.
Explains to customers how charges are calculated.
Ensures that records are updated so that customer is billed properly.
Provides information to the public concerning issuance of licenses,
certificates, and permits.
Answers questions, explains procedures, provides instructions, and
resolve problems concerning the completion of applications and other
forms.
Collects payments for services, penalties, and interest charges and
arranges for partial payments.
Adjusts complaints concerning bill or services rendered, and refers
complaints of service failures, energy diversion, or meter tampering
to appropriate department for investigation.
Reviews meter books, microfilm, computer printouts, and accounting
records to identify errors which resulted in excessive bills.
Orders tests to detect meter malfunctions.
Confers with customers in person or by telephone or dictates
correspondence to explain reasons for high bills.
Prepare forms required for correction to meter readings or billing
errors.
Participates in publicity, marketing, and customer relations
activities.
Prepares reports.
Establishes and maintains records and files.
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.
REQUIREMENTS:
EXPERIENCE:
Two (2) years of experience in receiving and handling customer
complaints and inquiries.
LICENSE:
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 essential duties of the position.
KNOWLEDGE AND ABILITIES:
Knowledge of regulations and procedures to be followed in dealing with
the billing, computing of charges, and processing of requests for
service connections to water, sewer, and/or utility services after a
period of training.
Knowledge of the utility rate structure after a period of training.
Knowledge of regulations pertaining to the installation, connection,
and discontinuance of utility services after a period of training.
Knowledge of laws, regulations, policies, and procedures concerning
issuance of licenses, permits, and /or certifications issued by the
agency after a period of training.
Knowledge of records, procedures, and policies to be followed in
recording payment for utility services, interest, and penalty charges
after a period of training.
Knowledge of methods involved in recording meter readings and in
calculating water/electric consumption after a period of training.
Knowledge of office methods, practices, routines, machines, and
equipment.
Knowledge of the internal organization, personnel, resources,
scheduling, functions, and established regulations, policies, and
procedures of the agency after a period of training.
Knowledge of problems encountered in implementing a complex customer
service program which is sensitive to the needs and concerns of the
customer.
Knowledge of problems encountered in organizing work and developing
effective work procedures.
Knowledge of procedures for ensuring effective, courteous
communication with the public.
Knowledge of filing systems.
Knowledge of business and office equipment and their relative
advantages/limitations.
Ability to deal tactfully with varied types of persons who have
complaints about their billing or who are delinquent in their
payments.
Ability to analyze and interpret procedures concerned with collection
of utility payments, penalty and interest changes, and partial
payments.
Ability to take and maintain a firm/correct stand when controversies
arise and to deal with hostile individuals.
Ability to establish and maintain records and files.
Ability to interview people and compile information.
Ability to communicate effectively with different kinds of people and
to provide them with correct information. Ability to give instructions
and guidance to employees.
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, policies, and
procedures.
Ability to resolve problems involving staff and the general public.
Ability to conduct on-the-job training for staff.
Ability to utilize various types of electronic 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
communication.
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: | | Job
Spec
Code | Variant | State,
Local or
Common | Class of
Service | Work
Week | State
Class
Code | Local
Class
Code | Salary
Range | Note | | 07450 | | L | C | | N/A | 06 | | - |
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.
4/16/1998 |
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