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HomeMy WebLinkAbout1.451 CUSTOMER SERVICE REPRESENTATIVE II 20250904.pdfPART 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 in support of County of Kaua’i services to provide assistance and information on procedural and/or financial requirements; interprets applicable rules, regulations, policies, and 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; establishes and maintains customer relations; provides information and assistance of an interpretive or procedural nature; advises on and processes a variety of financial transactions, investigates and resolves complaints and inquiries. 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, and explains rules, regulations, policies, and procedures related to assigned services or programs; Processes applications, service requests, or other forms; investigates and resolves inquiries, complaints, or issues which may require follow-up and research; PART I CUSTOMER SERVICE REPRESENTATIVE II 2 1.451 Monitors and maintains customer or program records to ensure accuracy, currency, and completeness; Reconstructs the billing process and, as necessary, recommends billing adjustments based on investigations and other findings; notifies holder of same and prepares adjustment authorizations; Assists in developing, revising, and improving procedures, forms, or workflows to enhance efficiency and service delivery. Provides guidance or training to new employees on work processes and procedures; Prepares correspondence, reports, and other documentation 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. 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. 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, February 28, 2023, and October 15, 2024, 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 1.451 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 One (1) year of work experience which involved clerical or cashiering, or a combination of both; and Two (2) years of specialized work experience pertinent to that of the department’s programs and activities. 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. 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 II 2 1.451 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 or cashiering 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 or cashiering 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 or cashiering 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 or cashiering work experience requirement. E. 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). F. 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. G. 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 specialized work experience pertinent to that of the department’s programs and activities. H. 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. PART II CUSTOMER SERVICE REPRESENTATIVE II 3 1.451 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. 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, February 28, 2023, October 15, 2024, and is to be substituted for that specification Approved: September 4, 2025 (date) ANNETTE L. ANDERSON Director of Human Resources