Customer Care Representative I/II

Description

FLSA Status: Non-Exempt

Position available as Customer Care Representative I or II based on qualifications and experience.

Customer Care Representative I: $30.22-$36.73

Customer Care Representative II: $34.98-$42.52

JOB SUMMARY

To solve customer challenges to the satisfaction of the customer; to receive and process applications for service and payments for water service; to respond to customer inquiries and complaints; and to perform varied and routine customer care duties. Some positions may rotate between a variety of these duties and duties in the field.

Distinguishing Characteristics

Customer Care Representative I - This is the entry level class in the Customer Care series. Positions in this class typically have little or no directly related work experience and work under immediate supervision while learning job tasks. Customer Care Representative I class is distinguished from the II level by the performance of less than the full range of duties assigned to the II level. Incumbents work under immediate supervision while learning job tasks, progressing to general supervision as procedures and processes of assigned area of responsibility are learned.

Customer Care Representative II - This is the journey level class in the Customer Care series and is distinguished from the I level by the assignment of the full range of duties. Employees at this level receive only occasional instruction or assistance as new, unusual or unique situations arise and are fully aware of the operating procedures and policies within the work unit. Positions in this class are flexibly staffed and are normally filled by advancement from the I level.

This class is distinguished from the Customer Care Representative III in that the latter is an advanced journey level class responsible for highly complex customer care work and exercises technical and functional supervision over assigned staff.

Supervision Received and Exercised

Customer Care Representative I -Receives immediate supervision from the Customer Care Representative III; may receive technical and functional supervision from a Customer Care Representative II.

Customer Care Representative 2 - Receives general supervision from the Customer Care Representative III.

Examples of Duties

Duties may include, but are not limited to, the following:

- Serve as a counter representative or telephone representative, accepting applications for service, closing accounts, answering customer account inquiries, and providing routine changes to accounts within established standards and guidelines; provides a professional image to customers, co-workers, and other agencies.

- Respond to a variety of customer care questions and provide assistance regarding matters such as the status of accounts, water service application processes, water quality, and District policies and procedures; refer to appropriate departments as necessary.

- Receive and process payments and customer deposits and general ledger receipts; sort payments by category and use a computerized system to enter payments, and balance and post data.

- Balance cash receipts: verify and reconcile computer produced reports and records; adjust customer accounts and grant payment extensions and waive fees as appropriate.

- Accept applications for service and enter data into a computerized system; set up new accounts for residents or developers/contractors for new parcels and construction meters; review associated documents such as deeds, rental agreements, and drivers’ licenses. Complete quality control on processing of move in/out requests.

- Process closing account requests.

- Respond to customer emails.

- Accept applications for the rate assistance program and process leak and number of occupants’ variance applications.

- Interact with field staff regarding service start-up and scheduled or immediate shutdowns; request investigation of field conditions, inconsistent or unusual meter readings, meter audits/meter re-reads; prepare related service tags and work orders.

- Perform a variety of clerical duties including typing, document scanning, and filing.

- Build and maintain positive working relationships with co-workers, other District employees and the public using principles of good customer care.

- Collect meter reads as needed.

- Perform related duties as assigned.

Additional Duties for Customer Care Representatives II:

- Assists other office personnel in clerical and accounting functions as necessary.

- Assists in resolving the more complex customer care issues and complaints.

- Trains Customer Care Representative I’s and other support staff

- Performs all of the duties of Customer Care Representative I.

Typical Qualifications

Customer Care Representative I

Knowledge of:

- Modern office procedures, methods, and computer systems and equipment.

- Principles and practices of customer care and interaction with the public.

- Basic record keeping practices and procedures.

- Basic arithmetic functions include addition, subtraction, multiplication, division and calculation of percentages and fractions.

- Principles and practices of basic business correspondence including proper English usage, spelling, punctuation, and grammar.

Ability to:

- Perform a wide variety of clerical and accounting customer care duties.

- Intermittently, review documents related to assigned duties; observe, identify and problem solve office operations and procedures; understand, interpret and explain District and department policies and procedures; explain operations and problem solve office issues for the public and with staff.

- Learn to use specialized customer service information software.

- Learn pertinent District and department policies.

- Perform rapid and accurate arithmetic calculations; use a 10 key calculator.

- Perform detailed and accurate clerical work while experiencing frequent interruption.

- Set up and maintain manual and computerized records, files, and accounts.

- Obtain customer information by asking relevant questions, deal firmly and courteously with the public.

- Analyze situations quickly and objectively; determine proper course of action within scope of assigned responsibility.

- Communicate clearly and concisely, both orally and in writing.

- Establish and maintain effective working relationships with those contacted in the course of work.

Customer Care Representative II:

Knowledge of:

- Advanced practices and procedures related to accounting for cash receipts and maintenance of revenue accounts.

- District policies and procedures related to billings, account maintenance, and application for service.

Ability to:

- Independently perform responsible clerical and accounting customer care work.

- Use specialized customer service information software.

Experience and Training

Any combination of experience and training that would provide the required knowledge and abilities is qualifying. A typical way to obtain the required knowledge and abilities would be:

Customer Care Representative I: Experience: One year of clerical and accounting experience in a customer care environment is desirable. Training: GED/High school diploma. License and Certificate: Possession of, or ability to obtain, a valid California Driver’s License.

Customer Care Representative II additional qualifications Experience: Three years of responsible journey experience performing duties similar to a Customer Care Representative I with the Palmdale Water District. Training: Additional Customer Care Certification through specialized training in customer care and accounting is required.

Supplemental Information

PHYSICAL REQUIREMENTS:

On a continuous basis, sit at desk for long periods of time and/or stand at counter for long periods of time; intermittently walk, bend, twist, squat, and kneel while performing field work; twist to reach office equipment surrounding desk; perform simple and power grasping, pushing, pulling and fine manipulation; use telephone and write or use a keyboard to communicate through written means; and lift or carry weight up to 25 pounds.

Approved: August 31, 2022