Job Description Position Title: Department: Supervisor: Department Head: Customer Service Representative I Customer Service Joe Pryce, Customer Service Supervisor Tim Nies, Director of Administrative Services
FLSA Status: Non-Exempt Bargaining Unit/Entry-Level Work Classification: Customer Service
JOB SUMMARY: The position represents the District to its customers and is responsible for courteous, efficient, dependable and accurate performance of customer service duties. The position supports the District’s mission to serve our customers, create efficiencies, and foster a positive workplace by choosing behavior aligned with District values and ethical code. Performance is measured by attitude toward customers and coworkers, accuracy, dependability, punctuality and knowledge of District Rules and Regulations, polices and procedures. Position Purpose: The primary purpose of this position is to provide superior customer service while performing cashier, receptionist, and mail room duties. JOB DUTIES AND RESPONSIBILITIES: 1. Accurately performs customer service duties by receiving payments, posting to accounts and reconciling cash drawer daily. 2. Ensures efficient and effective lobby service to customers by greeting them promptly, handling customer requests and/or routing them to the appropriate department. 3. Provides relief at the information/reception area. Greets, directs and provides information to customers, in person and over the phone. 4. Receives routed calls, ensures excellent external customer service by taking requests for service, cancellation, processing credit card payments, setting up web access, and assisting with other routine customer service matters. 5. Operates a personal computer to input customer data (payments, connects, disconnects, adjustments, billing information), and communicate on the District’s network, GroupWise software, and the Employee Intranet. 6. Processes incoming mail/Remittance Program payments. 7. Assists customers who need to make payment arrangements. 8. Processes outgoing mail from all District departments, as scheduled. 9. Files, as needed. 10. Actively and positively participates in regular Customer Service meetings to discuss processes, create efficiencies, plan, and share information. 11. Professional behavior: Understands and follows District/supervisor expectations regarding appropriate dress, attendance, punctuality, scheduled and
9/2008
1
Job Description Customer Service Representative I
unscheduled time off, and appropriate use of District time, equipment and resources. 12. Teamwork: Works closely and effectively with coworkers. Contributes to a positive team environment. 13. Performs other duties as assigned. The District may revise the duties and responsibilities of this position, as needed. DISTRICT VALUES: The Customer Service Representative I is responsible for knowledge of District values, for demonstrating them during the normal course of business, and for applying them to situations that can’t be resolved through application of department procedure or District policy. Customer Focus We believe in respecting our internal and external customers, listening to their requests and understanding their needs. We strive to exceed their expectations. Respect We consistently treat every individual with dignity and respect. We foster open and honest communications, listen, and understand other perspectives. Integrity We are guided by what is ethical and right and fulfill our commitments as responsible public stewards. Personal Responsibility We are personally accountable to our customers and the District for the highest standards of behavior, including honesty and fairness in all aspects of our work. Teamwork We value diversity and draw strength from the wealth of viewpoints that reside within the District. We work together; demonstrate collaboration through mutual reliability, openness and flexibility. Forward Focus We anticipate and prepare for the future, encourage innovation and new ideas to better serve our customers. RECRUITING In-house Posting: This entry-level position will be posted in accordance with the Collective Bargaining Agreement, and may be advertised to outside applicants. Eligible bidders will have successfully completed one year of employment and meet the education, work experience and skills, knowledge and abilities described in this job description. Probationary employees may who meet the education, work experience and skills, knowledge and abilities may apply. The District has unrestricted right of selection for entry-level jobs. Education and experience: A high school diploma or equivalent and a minimum of six months of experience in work of a similar nature, is required.
5/5/2009
2
Job Description Customer Service Representative I
Skills, knowledge and abilities: Possesses excellent customer relations skills. Ability to learn and administer the District’s Customer Service policies and procedures. Ability to make accurate and efficient cash transactions. Possesses basic computer and office machine skills including multi- and single-line phones, calculators, printers, fax and copy machines, and mobile radio. Possesses and practices positive telephone etiquette. Communicates effectively, both orally and in writing. Possesses the ability to work effectively as a team member and independently, without specific direction. Ability to work effectively under pressure, and to establish priorities. OTHER INFORMATION: Character of supervision received: Supervision and work assignments are provided by the Customer Service Supervisor. General guidance is also provided by the Customer Service Coordinator. Customer Service employees work without continual ‘hands-on’ supervision. Character of supervision given: Is not responsible for the work performance of other employees. Responsibility for confidential matters: Treats customer information, including personal identification information, credit card numbers, account balances and status, with absolute confidentiality. Responsibility for getting along with others: Working as a team member is crucial to the success of the Customer Service function. Customer Service Representatives interact positively and effectively with coworkers, other department members and all customers. Travel/Unusual working conditions: Infrequent travel may be required for training. Infrequent training or work outside of regular working hours may be required. Pressure of work: Regular pressure of work exists, to meet daily timelines for deposits, transaction quotas, balancing and processing mail. Additional pressure of work may come from heavy customer traffic, outages, or unpleasant interactions related to high bill complaints, access to meters, or service disconnections. Attendance: Consistent need to be in attendance, on time, at the job site or specified location. Problems in these areas creates unfair, unacceptable working conditions for coworkers. PHYSICAL REQUIREMENTS: Works indoors; sits for extended periods of time. Possesses visual abilities and manual dexterity to effectively operate microcomputers. Discerns color or uses other effective method of differentiating components used in computing and communications equipment. Possesses hearing and speech abilities necessary to operate the District’s communication equipment, such as telephones, radios, and intercom systems. Possesses hearing and speaking abilities necessary to effectively communicate with others, listen, and respond to questions. Operates keyboard with repetitive motions. Operates all basic, general office equipment. Lifts and carries up to 10 pounds.
5/5/2009
3