| SENIOR CUSTOMER SERVICE REPRESENTATIVE |
Job Code: 8887
Pay Grade: 011
FLSA Status: Non-Exempt
|
| General Functions |
| |
Performs complex clerical work involving customer service assisting subordinate representatives with customer issues and interpretation of County Policies and procedures Directs customer interaction via telephone, email, or face to face contact.
Work requires independent judgment within established guidelines and is performed under the general supervision of a designated supervisor. Performance is reviewed through conferences, reports and results achieved. |
| |
| Representative Duties /Assignments |
| |
Duties may vary based on the area of assignment
- Works independently and is able to interpret County policies and procedures, and Administrative Regulations regarding Utility processes. Investigates and assists in resolution of customer service issues and problems concerning utility field work or meter reading.
- Assists subordinate representatives with customer issues and interpretation of County Policies and procedures. Recommends and administers training to subordinate representatives as needed
- Operates a computer to access utility accounts. Interprets and explains customer billing. Explains rates, billing, customer accounting policies, and charges required based on service provided.
- Collects payments for service and issues receipts.
- Processes applications to initiate, transfer and terminate customer accounts. Processes credit checks to establish deposit requirements. Processes returned checks, liens and bankruptcy paperwork.
- Mails or faxes correspondence. Completes and files various reports, service orders, work orders or other forms. Sets up and completes field service orders, posts customer payments.
- Calculates and explains customer bill adjustments.
- Makes updates or changes to accounts in the Utility billing system when a higher level of security is required.
- Compiles weekly data for customer survey letters. Collects and reviews monthly statistics for reporting and updates spreadsheets.
- Reviews customer payment arrangements for accuracy and completeness.
- Performs other related duties as assigned.
|
| |
| Minimum Qualifications |
| |
Graduation from high school or equivalent and two years of customer service related experience. |
| |
| Preferences |
| |
Experience with Oracle Customer Care and Billing Software
Bilingual (Spanish/English)
Training experience
Cashiering experience
Familiarity with Orange County Utilities policies and procedures
|
