CUSTOMER SERVICE REPRESENTATIVE I/II (SR-10/SR-11)

Responsibilities

Your duties and responsibilities may include, but are not limited to:

• Assisting customers by answering questions, resolving concerns, and providing information on accounts, services, and charges.
• Reviewing and processing customer accounts by updating records and applying policies, procedures, and billing requirements.
• Analyzing account information to determine appropriate charges, adjustments, refunds, or service changes.
• Maintaining accurate records by entering, verifying, and updating customer and financial information in computerized systems.
• Coinciding service requests by processing applications, contracts, investigations, and other account-related transactions.
• Preparing reports and documentation by compiling data, monitoring account activity, and supporting accurate recordkeeping.
• Performing other related duties as required.

Qualifications

• At time of application, you must be a citizen, national or permanent resident alien of the United States or a non-citizen eligible under federal law for unrestricted employment.
• Educational requirement: Equivalent to graduation from high school.
• Experience requirement: For Level I: One (1) year of clerical experience, which shall have included some customer service or public contact experience. For Level II: Two (2) years of clerical experience, One (1) of which must have involved public contact work which required providing information, answering questions and inquiries, and explaining policies, rules and regulations in person or by telephone.
• Substitution: Business school or college will substitute on a month-for-month basis for up to one (1) year of the general clerical experience. There is no substitution for the one (1) year of clerical experience which must have involved public contact work which required providing information, answering questions and inquiries, and explaining policies, rules and regulations in person or by telephone.
• Ability to understand laws, ordinances, policies, procedures, rules, regulations, and terminology related to applicable City programs and services.
• Deal tactfully and effectively with customers.
• Listen to and interpret customer needs while demonstrating courtesy and patience.
• Appraise situations, make appropriate decisions, and resolve disputes as needed.
• Work cooperatively with other employees, departments, agencies, and public or private organizations.
• Input and retrieve data from computerized systems.
• Handle and account for money and other financial transactions accurately.
• Compare names and numbers quickly and accurately.
• Perform basic arithmetic calculations.

Benefits

• Enjoy excellent employment benefits including generous time off (up to 21 vacation days, 21 sick leave days, and holidays), comprehensive health coverage, retirement plan, career development, and much more!
• View details about all our available benefits by clicking on the “Benefits” tab at the top of this posting or visiting https://www.honolulu.gov/dhr/benefits/.