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Home My WebLink About1.452 CUSTOMER RELATIONS ASSISTANT 20250904.pdfPART I DEPARTMENT OF HUMAN RESOURCES COUNTY OF KAUAI 1.452 Class Specifications for the Class: CUSTOMER RELATIONS ASSISTANT SR-15, BU-03 Duties Summary: Performs a variety of clerical work in support of County of Kaua’i consumer relations programs; follows up on and explains circumstances and decisions related to inquiries and complaints affecting services, sales, accounts, and billing; and performs other related duties as required. Distinguishing Characteristics: This class is distinguished by its responsibility to perform responsible staff clerical and follow up work in support of a consumer relations program. 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). • Establishes contact with service holders to ascertain or clarify the nature of inquiries, complaints and problems relating to sales, services, and accounts; • Follows up on cases by searching, reviewing, and analyzing division and other operating unit records, investigation reports and similar sources of information to obtain required background data; • Reconstructs billing process and steps preliminary thereto in order to properly evaluate nature of the problem; • Discusses and explains to service holders, verbally and in writing, circumstances and decisions affecting matters such as billing concerns or disputes, service interruptions, damages or losses, account adjustments, service modifications, or usage discrepancies, and related issues; • Calculates and processes billing adjustments, based upon findings, and prepares corrected bills and correspondence as necessary; • Sets up and maintains payment arrangements, customer deposits and refunds, and oversees automated billing and payment programs; • May supervise the work of others; and PART I CUSTOMER RELATIONS ASSISTANT 2 1.452 • Performs other related duties as assigned. Knowledge of: Office practices and procedures; arithmetic; departmental regulations, policies, functions and operating practices and procedures, particularly as they related to water sales and service; grammar and word usage, basic principles of report writing and public relations; the uses of standard office machines Ability to: Deal tactfully and effectively with the public; understand, interpret, and explain pertinent departmental regulations and policies; search for records to extract and summarize information; do arithmetic computations; prepare correspondence, reports, and other materials; operate a typewriter and other standard office machines; as applicable, assign and review the work of others. This is an amendment to the specification for the class, CUSTOMER RELATIONS ASSISTANT, which was approved on December 3, 2013, effective July 16, 2012, amended on August 25, 2021, and on February 28, 2023, and is to be substituted for that specification. Approved: September 4, 2025 (date) ANNETTE L. ANDERSON Director of Human Resources PART II DEPARTMENT OF HUMAN RESOURCES COUNTY OF KAUAI 1.452 Minimum Qualification Specifications for the Class: CUSTOMER RELATIONS ASSISTANT SR-15, BU-03 Training & Experience: A combination of education and experience substantially equivalent to graduation from high school, and • three (3) years of specialized work experience pertinent to that of the department’s programs and activities. 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 pertinent to that of the department’s programs and activities from an accredited community college, trades school, may be substituted up to two (2) years of specialized work experience pertinent to that of the department’s programs and activities (15 semester credits = 6 months). B. An Associate’s degree pertinent to that of the department’s programs and activities from an accredited community college, business, or technical school, may be substituted for two (2) years of specialized work experience pertinent to that of the department’s programs and activities. C. A Bachelor’s degree pertinent to that of the department’s programs and activities from an accredited college or university may be substituted for up four (4) years of PART II CUSTOMER RELATIONS ASSISTANT 2 1.452 specialized work experience pertinent to that of the department’s programs and activities. D. A Master’s or PhD degree pertinent to that of the department’s programs and activities from an accredited college or university may be substituted for up to one (1) year of specialized work experience pertinent to that of the department’s programs and activities. 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. 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. PART II CUSTOMER RELATIONS ASSISTANT 3 1.452 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 This is an amendment to the specification for the class, CUSTOMER RELATIONS ASSISTANT, 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: September 4, 2025 (date) ANNETTE L. ANDERSON Director of Human Resources