Job Specification
CUSTOMER SERVICE REPRESENTATIVE
DEFINITION
Under direction, performs work involved in receiving and handling
customer complaints, requests, and/or inquiries concerning the
providing of public services, billings, service charges, the
issuance of licenses, certificates, and permits, and/or other
matters of a similar nature; does other related duties as
required.
NOTE: The examples of work for this title are for illustrative
purposes only. A particular position using this title may not
perform all duties listed in this job specification. Conversely,
all duties performed on the job may not be listed.
NOTE: Appointments may be made to positions requiring
bilingual skills.
08033 - Bilingual in Spanish and English
SPECIAL SKILL
Applicants must be able to read, write, speak, understand, or
communicate in Spanish and English sufficiently to perform
the duties of this position.
EXAMPLES OF WORK:
Receives and resolves inquires and complaints by customers
concerning high or incorrect billings, service charges and
connections, change of name and address, service installation,
meter repairs, sidewalk and street restoration, and other
problems that arise.
Prepares forms for change of address of customer for data
processing.
Handles customer requests concerning turn-on and turn-off of
water supply and/or electric service, and maintains a record of
all such actions.
Prepares information and forms regarding the request and/or
billings for special, final, and private reading of water and
electric meters.
Processes checks and money orders received as payment for water,
electric, and sewer billings by checking street addresses,
account numbers, and trial balances, so the cashier may accept
them.
Answers inquiries and gives information concerning water and
electric meter readings, the manner of making computations for
water and electric use, and the water and electric distribution
system.
Checks on new accounts to ensure proper billings.
Prepares reports.
Establishes and maintains records and files.
May make field inspections of water, sewer, and/or electric lines
and connections, as the result of customer complaints, to ensure
that property is being billed properly according to rate
structure.
Inspects property to determine proper rate structure category and
gathers needed information for the customer account.
Explains to customers how charges are calculated.
Ensures that records are updated so that customer is billed
properly.
May make field investigations to obtain information on new
construction, subdivisions, or changes in property ownership.
Provides information to the public concerning the issuance of
various licenses, certificates, and permits.
Answers questions, explains procedures, provides instructions,
and resolves problems concerning the completion of applications
and other forms.
Distributes forms and information to the public to communicate
specific requirements of relevant licensing and registration
laws, regulations, and policies.
Inspects tax maps to locate property lines and may inspect
property for proper utility installation and connections.
Collects payments for services and penalty and interest charges,
and makes partial payment arrangements as necessary.
Interviews applicants for water, gas, and/or electric service.
Talks with customers by phone or in person and receives orders
for installation, turn-on, discontinuance, or change in services.
Fills out forms, determines charges for service requested,
collects deposits, prepares change of address records, and issues
discontinuance orders.
May adjust complaints concerning billing or service rendered,
referring complaints of service failures, energy diversion, or
meter tampering to designated departments for investigation.
May visit customers at their place of residence to investigate
conditions preventing completion of service connection orders or
for investigations involving meter tampering or energy diversion.
Reviews meter books, microfilm, computer printouts, and machine
accounting records for errors causing high bill.
Orders tests to detect meter malfunctions.
Confers with customer in person, by telephone, or dictates
correspondence to explain reasons for high bill.
Prepares forms required for correction of meter reading or
billing errors.
Participates in publicity, marketing, and customer relations
activities.
Will be required to learn to utilize various types of electronic
and/or manual recording and information systems used by the
agency, office, or related units.
REQUIREMENTS:
EXPERIENCE:
One (1) year of experience in the receiving and handling of
customer complaints and inquiries.
LICENSE:
Appointees will be required to possess a driver's license
valid in New Jersey only if the operation of a vehicle, rather
than employee mobility, is necessary to perform essential duties
of the position.
KNOWLEDGE AND ABILITIES:
Knowledge of regulations and procedures dealing with billing,
computing charges, and making connections relative to water,
sewer, and/or electric utility services, after a period of
training.
Knowledge of utility rate structure, after a period of training.
Knowledge of regulations pertaining to the installation,
connection, and discontinuance of utility services, after a period
of training.
Knowledge of laws, regulations, policies, and procedures
regarding the issuance of various licenses, permits, and/or
certificates, after a period of training.
Knowledge of records and procedures involved in recording
payments for utility services, interest, and penalty charges,
after a period of training.
Knowledge of methods involved in recording meter readings and in
calculating water and/or electric consumption, after a period of
training.
Knowledge of office methods, practices, routines, machines, and
equipment.
Knowledge of the internal organization, personnel, resource
scheduling, functions, and established regulations, policies and
procedures, after a period of training.
Knowledge of techniques in communicating effectively and
courteously with the public.
Ability to deal tactfully with varied types of persons who have
complaints about their billings or who are delinquent in their
payments.
Ability to analyze and interpret procedures relating to the
collection of utility payments, penalty and interest charges,
partial payments, and investigative charges for meter tampering
and energy diversion.
Ability to take and maintain a firm correct stand when
controversies arise, and to deal with hostile individuals.
Ability to establish and maintain records and files.
Ability to interview people and compile information.
Ability to communicate effectively with different kinds of people
and to provide them with proper information.
Ability to prepare reports and complete forms.
Ability to record numerical or other information accurately.
Ability to recognize errors in printed material.
Ability to utilize various types of electronic and/or manual
recording and information systems used by the agency, office, or
related units.
Ability to read, write, speak, understand, and communicate in
English sufficiently to perform the duties of this position.
American Sign Language or Braille may also be considered as
acceptable forms of communication.
Persons with mental or physical disabilities are eligible as
long as they can perform the essential functions of the job after
reasonable accommodation is made to their known limitations.
If the accommodation cannot be made because it would cause
the employer undue hardship, such persons may not be eligible.
This job specification is applicable to the following title code(s) which
are different work week or work month and/or variants of the job class title: | | Job
Spec
Code | Variant | State,
Local or
Common | Class of
Service | Work
Week | State
Class
Code | Local
Class
Code | Salary
Range | Note | | 01459 | | L | C | | N/A | 03 | | - | | 08033 | Bilingual In Spanish And English | L | C | | N/A | 03 | | - |
This job specification is for local government use only.
Salary range is only applicable to state government.
Local salaries are established by individual local jurisdictions.
9/03/1997 |
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