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HomeMy WebLinkAbout1.450 CUSTOMER SERVICE REPRESENTATIVE I 20241015PART I DEPARTMENT OF HUMAN RESOURCES COUNTY OF KAUAI 1.450 Class Specifications for the Class: CUSTOMER SERVICE REPRESENTATIVE I SR-11, BU-03 Duties Summary: Performs clerical and customer service work to provide assistance and information on procedural and/or financial requirements relating to County of Kaua‘i services at the Department of Water or Department of Parks and Recreation, Golf Course Division which requires interpretation of rules, regulations, policies, procedures, etc.; processes applications and other forms and documents; and performs other related duties as required. Distinguishing Characteristics: This class is distinguished by its responsibility to perform customer service and clerical work and establishes and maintains customer relations; provides information and assistance of an interpretive or procedural nature; and advises on and processes a variety of financial transactions at the Department of Water or Department of Parks and Recreation, Golf Course Division. Examples of Duties: (The following are examples of duties and are not necessarily descriptive of any one position in this class. The omission of specific duties statements does not preclude management from assigning such duties if such duties are a logical assignment for the position). • Meets, interviews, and serves customers and the general public to obtain or provide factual information regarding charges and services; • Provides information to the public regarding policies and regulations; • Receives over-the counter payments; operates a cash register; issues receipts; tallies daily receipts and balances cash; prepares daily collection reports; assumes fiduciary responsibility for funds collected; • Performs a variety of clerical and administrative support activities involved in carrying out the day-to-day operations of an assigned office, facility and/or program and assists with the operations and activities of an office, facility and/or program involving significant public contact, revenue generation, and problem resolution; and • Performs other related duties as assigned. PART I CUSTOMER SERVICE REPRESENTATIVE I 2 1.450 Knowledge of: Office practices and procedures; filing system and practices; grammar and word usage; departmental policies and regulations relative to water service. Ability to: Deal tactfully and effectively with the public; file materials accurately; compare names and numbers accurately; understand and explain pertinent policies and regulations; use standard office machines and equipment. This is an amendment to the specification for the class, CUSTOMER SERVICE REPRESENTATIVE I, which was approved on December 3, 2013, effective July 16, 2012, amended on August 25, 2021 and February 28, 2023, and is to be substituted for that specification. Approved: October 15, 2024 (date) ANNETTE L. ANDERSON Director of Human Resources PART II DEPARTMENT OF HUMAN RESOURCES COUNTY OF KAUAI 1.450 Minimum Qualification Specifications for the Class: CUSTOMER SERVICE REPRESENTATIVE I SR-11, BU-03 Training & Experience: A combination of education and experience substantially equivalent to graduation from high school, and • one (1) year of general work experience, and • one (1) year of work experience which involved clerical or cashiering, or a combination of both. Qualifying General Work Experience: Any work experience which may involve basic skills, to include but not limited to: reading, writing, computation and/or communication. Qualifying Cashiering Work Experience: Work experience which involved receiving payment for bills, dues, assessments, and other charges of a predetermined amount, tallying monies, and preparing daily cash receipt reports. Qualifying Clerical Work Experience: Work experience which involved the performance of a variety of clerical tasks and demonstrated knowledge of office practices and procedures, and the ability to carry out procedures in clerical work systems, and operate various kinds of office equipment including computers, Microsoft Office, and other technologies. Substitutions Allowed: The following may be substituted for education: A. Four (4) years of full-time general work experience may be substituted for a high school diploma. B. Successful completion of semester credits leading towards a degree or diploma from an accredited community college, college or university, trades school, etc., may be substituted up to four (4) years of the education requirement (15 semester credits = 6 months). PART II CUSTOMER SERVICE REPRESENTATIVE I 2 1.450 C. An Associate’s, Bachelor’s or Master’s degree from an accredited community college, college or university, trades school, etc., may be substituted for the education requirement. The following may be substituted for experience: A. Successful completion of semester credits leading towards a degree or diploma from an accredited community college, business or technical school, college, or university may be substituted up to two (2) years of the general work experience requirement. (15 semester credits = 6 months). B. An Associate’s degree in any field from an accredited college or university may be substituted for up to two (2) years of the general work experience requirement. C. A Bachelor’s degree in any field from an accredited college or university may be substituted for up to four (4) years of the general work experience requirement. D. A Master’s or PhD degree in any field from an accredited college or university may be substituted for up to one (1) year of the general work experience requirement. E. Successful completion of semester credits leading towards a degree or diploma from an accredited community college, business or technical school, college, or university may be substituted for up to four (4) years of the clerical work experience requirement (15 semester credits = 6 months). F. An Associate’s degree in any field from an accredited college or university may be substituted for up to two (2) years of the clerical work experience requirement. G. A Bachelor’s degree in any field from an accredited college or university may be substituted for up to four (4) years of the clerical work experience requirement. H. A Master’s or PhD degree in any field from an accredited college or university may be substituted for one (1) year of the clerical work experience requirement. I. Successful completion of semester credits leading towards a degree or diploma in accounting, business administration, or a related field from an accredited community college, trades school, may be substituted for up to four (4) years of cashiering work experience (15 semester credits = 6 months). J. An Associate’s degree in accounting, business administration, or related field from an accredited community college, business, or technical school, may be substituted for two (2) years of cashiering work experience. K. A Bachelor’s degree in accounting, business administration, or a related field from an accredited college or university may be substituted for up to four (4) years of cashiering work experience. PART II CUSTOMER SERVICE REPRESENTATIVE I 3 1.450 L. A Master’s or PhD degree in accounting, business administration, or a related field from an accredited college or university may be substituted for up to one (1) year of cashiering work experience. If a degree is used to substitute for the education requirement, it may not be used again towards the experience requirement. If work experience is used to substitute for education, it may not be used again to meet the experience requirement. If the applicant holds more than one degree, transcripts must be provided, and a thorough review will be conducted by the human resources staff in order for more than one degree to be credited towards the minimum qualification requirements. Additional degrees can be considered if obtained independently through mutually exclusive classes from another degree being considered. Substitutions will be used to the advantage of the applicant. Quality of Experience: Possession of the required number of years of experience will not in itself be accepted as proof of qualification for a position. The applicant's overall experience must have been of such scope and level of responsibility as to conclusively demonstrate that they have the ability to perform the duties of the position for which they are being considered. License Requirement: Possession of the appropriate licenses or certificates as required of the position. Selective Certification: Specialized knowledge, skills and abilities may be required to perform the duties of some positions. For such positions, Selective Certification Requirements may be established and certification may be restricted to eligibles who possess the pertinent experience and/or training required to perform the duties of the position. Departments/Agencies requesting Selective Certification must show the connection between the kind of training and/or experience on which they wish to base selective certification and the duties of the position to be filled. Tests: Applicants may be required to qualify on an appropriate examination. Health and Physical Condition Requirements: Persons seeking appointment to positions in this class must meet the health and physical condition standards deemed necessary and proper to perform the essential functions of the position with or without reasonable accommodations. PART II CUSTOMER SERVICE REPRESENTATIVE I 4 1.450 Physical Effort Grouping: Light This is an amendment to the specification for the class, CUSTOMER SERVICE REPRESENTATIVE I, which was approved on December 3, 2013, effective July 16, 2012, amended on August 25, 2021 and February 28, 2023, and is to be substituted for that specification. Approved: October 15, 2024 (date) ANNETTE L. ANDERSON Director of Human Resources