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HomeMy WebLinkAbout1.451 CUSTOMER SERVICE REPRESENTATIVE II 20241015PART I DEPARTMENT OF HUMAN RESOURCES COUNTY OF KAUAI 1.451 Class Specifications for the Class: CUSTOMER SERVICE REPRESENTATIVE II SR-13, BU-03 Duties Summary: Performs the more difficult and complex 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; receives complaints regarding various County activities and services; and performs other related duties as required. Distinguishing Characteristics: This class is distinguished by its responsibility to perform difficult and complex customer service and clerical work and establishes and maintains customer relations; provides information and assistance of an interpretive or procedural nature; advises on and processes a variety of financial transactions; and investigates and resolves complaints and inquiries 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). • 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 coordinates the operations and activities of an office, facility and/or program involving significant public contact, revenue generation, and problem resolution; • Provides information about County of Kaua‘i functions and services, and refers non- County of Kaua‘i inquiries or requests to appropriate agencies; • Reviews, interprets, an explains ordinances, policies, procedures, rules and regulations relating to County o Kaua‘i Golf Course operations; PART I CUSTOMER SERVICE REPRESENTATIVE II 2 1.451 • Performs difficult and complex work in reviewing and processing applications or requests for establishing, transferring, or discontinuing water services, furnishing information on water charges and amounts owed, and explaining regulations and policies relating to water service matters; handles the more difficult complaints, inquiries and problems which may require considerable follow-up and research to resolve; • Initiates requests for, and reviews results of field investigations of high bill complaints; • Reconstructs the billing process and, as necessary, recommends billing adjustments based on investigations and other findings; notifies holder of same and prepares adjustment authorizations; • Oversees the maintenance and updating of customer service records to ensure that service history and service holder card files are kept current and accurate; • Assists in developing and revising procedures and forms to improve and simplify work systems; • Assists in instructing new employees on work processes and procedures; • Prepares correspondence as required; • May supervise the work of others; and • Performs other related duties as assigned. Knowledge of: Laws, ordinances, policies, procedures, rules, regulations, fundamentals and terminology related to County programs and services; office practices and procedures; basic principles and practices of public relations; arithmetic; grammar and word usage; pertinent departmental operations and procedures. For positions assigned to a golf course: in addition to the above, knowledge of golf rules, regulations, fundamentals, terminology and etiquette. Ability to: Deal tactfully and effectively with the public; understand and explain pertinent departmental regulations and policies; do arithmetic computations; operate office machines and equipment; understand and apply coding systems; as applicable, assign and review the work of others. PART I CUSTOMER SERVICE REPRESENTATIVE II 3 1.451 This is an amendment to the specification for the class, CUSTOMER SERVICE REPRESENTATIVE II, 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 1.451 Minimum Qualification Specifications for the Class: CUSTOMER SERVICE REPRESENTATIVE II SR-13, BU-03 Training & Experience: A combination of education and experience substantially equivalent to graduation from high school, and For positions assigned to the Department of Parks and Recreation, Golf Course Division: • one (1) year of work experience which involved clerical or cashiering, or a combination of both; and • two (2) years of work experience which involved one or a combination of the following: directing, regulating and controlling golf play, registering golfers, collecting cash and/or processing credit card transactions, and servicing patrons at a golf course. For positions assigned to the Department of Water: • one (1) year of work experience which involved clerical or cashiering, or a combination of both; and • two (2) years of work experience which involved one or a combination of the following: handling utility service applications or complaints, meter relocations, utility sales, and/or other requests for utility services. 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 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. PART II CUSTOMER SERVICE REPRESENTATIVE II 2 1.451 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). 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 for up to four (4) years of the clerical 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 clerical 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 clerical work experience requirement. D. 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. E. 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). F. 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. G. A Bachelor’s degree in accounting, business administration, or a related field from an accredited college or university may be substituted for up four (4) years of cashiering work experience. PART II CUSTOMER SERVICE REPRESENTATIVE II 3 1.451 H. 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 degrees, 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. Physical Effort Grouping: Light PART II CUSTOMER SERVICE REPRESENTATIVE II 4 1.451 This is an amendment to the specification for the class, CUSTOMER SERVICE REPRESENTATIVE II, 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