Customer Service Representative

The Metropolitan District Commission (MDC) provides quality water supply, water pollution control, mapping, and household hazardous waste collection to eight member municipalities: Bloomfield, East Hartford, Hartford, Newington, Rocky Hill, West Hartford, Wethersfield and Windsor. Additionally, the MDC provides drinking water to portions of Farmington, Glastonbury, East Granby and South Windsor, known as the MDC's non-member towns.

General Description

This is very responsible customer services work at the full performance level involving the answering and resolution of customer inquiries and complaints.

Work involves responsibility for the resolution of standard customer complaints. Duties include responding to and resolving customer inquiries, preparing complaint and damage report forms and investigating master file changes. This position also has the responsibility for making standard complaint resolution decisions in accordance with established procedures. This work requires that the employee have good knowledge, skill and ability in clerical procedures and complaint handling.

SUPERVISION RECEIVED

Works under the general supervision of the Customer Services Administrator or the Customer Services Supervisor.

EXAMPLES OF DUTIES

Responds to telephone inquiries and complaints by customers and directs callers to appropriate utility or authority or answers procedural questions. Searches files and records for information on complaints and determines solutions to standard customer service problems.

Performs posting, tabulation and calculating of data regarding customer services and accounts. Maintains and integrates water and sewer records and documents.

Types or word-processes correspondence, index cards, information on forms, reports, and statistics from copy, rough draft or own compiled information. Operates computer equipment to enter and retrieve data.

Maintains files. Sorts, removes and replaces documents in files.

Performs related work as required.

Knowledge, Skills And Abilities

Good knowledge of general office procedures

Good knowledge of the operations of standard office machines and a computer terminal and personal computer.

Good knowledge of business English.

Good ability in oral and written communications.

Good ability to follow oral and written instructions.

Good ability to perform administrative procedures and to respond to customer complaints with firmness and tact.

Considerable ability to learn the operations of the assigned department.

Considerable ability to establish and maintain effective working relationships with coworkers, customers, and the general public.

Qualifications

A high school diploma or the equivalent plus two years of progressively responsible clerical experience including public contact, or an equivalent combination of education and qualifying experience substituting on a year-for-year basis. Must have a valid driver's license.