Customer Service Representative I-II

Description JOB SUMMARY Perform a variety of customer service related duties in support of utility and irrigation service activities involving requests for service, handling customer questions, billing, receiving and accounting for payments, providing information and maintaining related financial and irrigation records.DISTINGUISHING CHARACTERISTICS Customer Service Representative I This is the entry level class in the Customer Services Representative series.This class is distinguished from the Customer Service Representative II class by the performance of the more routine tasks and duties assigned to positions within the series.Employees at this level are not expected to perform with the same independence of direction and judgment on matters related to established procedures and guidelines as are positions allocated to the II level.Since this class is typically used as a training class, employees may have only limited or no directly related work experience.Employees work under immediate supervision while learning job tasks.Customer Service Representative II This is the full journey level class in the Customer Service Representative series.Employees within this class are distinguished from the Customer Service Representative I by the performance of the full range of customer service duties.Employees at this level receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of the operating procedures and policies within the work unit.Positions in this class are flexibly staffed and are normally filled by advancement from level I, or when filled from the outside, require prior customer service experience.SUPERVISION RECEIVED AND EXERCISED Customer Service Representative I Receives immediate supervision from supervisory and management staff.Customer Service Representative II Receives general supervision from supervisory and management staff.May exercise technical supervision over less experienced customer service staff.Typical Qualifications QUALIFICATIONS Any combination of experience and education that would likely provide the required skills and abilities is qualifying.A typical way to obtain the skills and abilities would be:Education Customer Service Representative I-II Equivalent to the completion of the twelfth grade.Additional specialized bookkeeping or accounting training is desirable.Experience Customer Service Representative I None required.Customer Service Representative II Two (2) years of experience equivalent to a Customer Service Representative I at the Turlock Irrigation District.Skills and Abilities Interpersonal and Communication.Customer Service Representative I-II - Ability to:understand and carry out oral and written instructions; communicate clearly and concisely, both orally and in writing; respond tactfully and courteously when answering questions and handling complaints; and establish and maintain cooperative working relationships with those contacted in the course of work.Bilingual preferred (Spanish).Technical and Analytical.Customer Service Representative I-II - Knowledge of:basic customer relations techniques; modern office practices, procedures and equipment including a personal computer; principles and procedures of record keeping; spelling, grammar and punctuation; and basic mathematical principles.Ability to:learn and correctly interpret and apply basic financial record keeping practices and procedures; basic bookkeeping principles; cash remittance processors and mail extractors; policies and procedures of the assigned area of responsibility; maintain a variety of financial records and files; perform varied accounting clerical work; accurately and rapidly perform mathematical calculations; operate a calculator and other office equipment; perform procedures in an organized and accurate manner; and accurately count, record and balance assigned transactions.In addition to the qualifications for Customer Service Representative I:Operations and Administration.Customer Service Representative II - Knowledge of organization, procedures and operating details similar to those of the District.Ability to interpret and apply District regulations and procedures.Supplemental Information While the minimum passing score is 70%, candidates who score highest may be considered for advancement in the recruitment process.SELECTION CRITERIA Item Percentage Required to Obtain a Passing Score Online Written Examination 70% (Portion Weight 20%) Oral Interview 70% (Portion Weight 40%) Practical Test 70% (Portion Weight 40%) Medical Examination This position may require a medical examination to determine medical fitness for performing the duties assigned to the position or classification.Turlock Irrigation District is an Equal Opportunity Employer.It does not discriminate on the basis of, race, color, ancestry, religious creed, national origin, sex, physical and mental disability, medical condition (cancer related), age (over 40), and marital status.Assista