SENIOR CUSTOMER SERVICE REPRESENTATIVE

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					                                   SENIOR CUSTOMER SERVICE
                                   REPRESENTATIVE


DEFINITION
Supervise, oversee and participate in a variety of complex clerical customer service
duties in support of utility services activities; to perform a variety of general clerical
activities; and to respond to requests and inquiries.
DISTINGUISHING CHARACTERISTICS
The Senior Customer Service Representative classification is distinguished by the
assigned supervisory responsibility over Customer Service Representatives and
other clerical employees.

SUPERVISION RECEIVED AND EXERCISED
Receives general supervision from departmental management and exercises
functional and technical supervision over lower level clerical personnel.

ESSENTIAL FUNCTIONS Essential and other important responsibilities and
duties may include, but are not limited to, the following:

Plan, prioritize, assign and review the work of staff responsible for providing
      customer service for utility billing activities; provide or coordinate training;
      work with employees to correct deficiencies.
Respond to and resolve difficult and sensitive citizen inquiries and complaints;
     answer customer complaints regarding charges, delinquencies and refunds;
     identify customer service problems and conduct research; prepare work
     orders for field maintenance staff.
Prepare various reports on operations and activities.
Prepare and process service orders for various City services including water turn-
     ons and turn-offs, water meter installations, sewer taps, new utility billing
     accounts and discontinuance of accounts.
Prepare applications for new residential utility service; approve extensions for utility
     customers; collect or change account information.
Receive and process payments through the mail and in person; balance daily
     receipts; prepare bank deposits; issue refund checks.
Answer the telephone and wait on the general public, providing general information
     on departmental and City policies and procedures as required; refer calls to
     appropriate department personnel.




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CITY OF VANCOUVER
Senior Customer Service Representative (continued)

Other Functions: Duties that are essential to some positions and marginal to others.
Recommend and assist in the implementation of goals and objectives; establish
     schedules and methods for providing customer service activities; implement
     policies and procedures.
Perform general secretarial and clerical work; file, processing personnel, payroll
      and purchasing information; inventory, order and maintain office supplies;
      type and proofread a variety of documents; receive and sort incoming mail.


QUALIFICATIONS
Knowledge of: basic supervisory and customer relations techniques; utility
operations and billing processes; modern office practices; record keeping and
cashiering procedures; English usage, grammar and punctuation.
Ability to: lead the work of others; communicate clearly and concisely; graciously
deal with customer interactions; learn the operations, services and activities of a
customer service program; respond tactfully and courteously with the public in
answering customer inquiries and complaints; interpret customer problem and
explain program policies and procedures to resolve it; perform general clerical work
using independent judgment and personal initiative; operate office equipment;
maintain records and files; perform arithmetical calculations; work in situations with
hostile customers; de-escalate hostile situations found in customer service
situations; understand and carry out oral and written instructions; anticipate
customer needs; establish and maintain effective working relationships with those
contacted in the course of work.

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

      Experience: Three years of utility customer service experience.

      Training: Equivalent to the completion of the twelfth grade and training in
            basic supervisory and customer service techniques including effective
            handling of hostile situations.

OPERATING PRINCIPLES
Employees are expected to work in a manner consistent with the City of
Vancouver’s Operating Principles; specifically: work and act as a team player in all
interactions with other city employees; provide a high level of customer service at
all times; project and maintain a positive image with those contacted in the course
of work; develop and maintain collaborative and respectful working relationships
with team members and others; and, consistently provide quality service.



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CITY OF VANCOUVER
Senior Customer Service Representative (continued)

WORKING CONDITIONS
Office environment; sustained posture in a seated position; attentiveness and
computer operation for prolonged periods; and continual use of phones.



1991 RA
Rev 2001 dw
Rev 11/01 jj




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