Customer Service Representative I (DWSD)

Under general supervision, provides support to staff responsible for facilitating applications, responding to customer requests and complaints, and collecting delinquent bills by performing records research and responding to routine customer requests.

EXAMPLES OF DUTIES:

MINIMUM QUALIFICATIONS:

• Graduation from high school.
• One year of experience in customer service or duties requiring a high volume of customer contact and involving the research and maintenance of files and records and preparation of routine reports.

SUPPLEMENTAL INFORMATION:

KNOWLEDGE OF:

• Records maintenance procedures.

• Effective customer relations practices.

SKILL IN:

• Interpersonal communication necessary to obtain information and cooperation in

sensitive and probing customer contacts.

• Operating a personal computer and using standard office word-processing, spreadsheet

and database software.

• Performing arithmetic computations with accuracy and speed.

ABILITY TO:

• Learn billing and customer payment policies and procedures.

• Communicate effectively verbally and in writing.

• Operate common automated office equipment.

• Develop and maintain effective working relationships.

• Compile and maintain chronological records of events and account activities.

• Acquire additional knowledge and skills to remain current and progress in field.

DISTINGUISHING CHARACTERISTICS:

Individuals entering this class must complete customer service training to establish permanent

status in this class. Exemption from this requirement can be achieved through verification of

recent previous training and the demonstration of acceptable customer service skills.

Employees in this class must don apparel and appearance appropriate to office customer contact.

License and Certification Requirements: None

The above statements describe the general nature and level of work performed by employees

assigned to the class. Incumbents may be required to perform job-related responsibilities and

tasks other