Customer Support Specialist I/II

SUMMARY

Under general supervision, performs a variety of routine to complex customer support functions including providing information, researching problems, performing collections and making credit arrangements on customer accounts; answering customer inquiries and resolving complaints, receiving payments, issuing receipts, inputting data into the computer, general bookkeeping and clerical duties, and generating service orders. Performs switchboard operation and reception duties; receives and routes incoming calls to appropriate departments; sign in and direct visitors.

DISTINGUISHING CHARACTERISTICS

This series class specification defines and describes the nature and levels of work performed in the Customer Support Specialist series.

Customer Support Specialist I – This is the entry to mid-level in the Customer Support Specialist classification series. At this level, incumbents perform routine to complex customer support functions, under close to general supervision, with less latitude for independent action. Customer Support Specialist II – This is the experienced, journey-level in the Customer Support Specialist classification series. At this level, incumbents perform the full range of customer support functions from routine to the most complex, with greater independence under less supervision, while exercising discretion and independent judgment within established guidelines.

The CSS II is responsible for resolving escalated customer complaints and disputes and handling difficult customer delinquency and billing issues; generating and maintaining schedules for meter reading, lockoffs, penalties, printing of bills/notices, and other recurring CS scheduling; preparing reports; overseeing water assistance programs; authorizing adjustments within set guidelines; overseeing daily cashiering and drawer audit processes; and coordinating customer support activities with field personnel.

The CSS II is responsible for leading, planning, prioritizing, and reviewing work of other CS staff ensuring compliance within set standards; guiding, training, and providing technical and functional direction to other staff engaged in customer support duties; ensuring complete coverage for customer support functions; and providing assistance to the department supervisor.

SUPERVISION RECEIVED/EXERCISED

Positions receive close to general supervision from a department head, manager, or supervisor, as assigned. The Lead CSS has the responsibility to lead and guide staff, as well as provide training and provide technical and functional direction to staff engaged in customer support duties.

MINIMUM QUALIFICATIONS

The following are representative of the qualifications necessary to perform the essential duties of the position. Any combination of education and experience which would likely provide the necessary knowledge and abilities may be qualifying.

Customer Support Specialist I Experience: A typical way to obtain the experience would be to have a minimum of one (1) year performing customer support duties. Experience in a public utility highly desirable. Education and/or Training:

- High School Diploma or equivalent;

- Completion of college level coursework in business administration, public administration, accounting, or closely related field desirable.

Certificates, Licenses, Registration: None

Other: Must possess and maintain valid California Class C Driver’s License.

Customer Support Specialist II Experience: A typical way to obtain the experience would be to have a minimum of four (4) years of increasingly responsible customer support and clerical accounting experience. Public agency experience desired. Education and/or Training:

- High School Diploma or equivalent;

- Equivalent to graduation from an accredited two-year college or university with major coursework in business administration, public administration, accounting, or closely related field desirable.

Certificates, Licenses, Registration: None

Other: Must possess and maintain valid California Class C Driver’s License.

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