Senior Customer Service Representative

Job Description

Senior Customer Service Representative (724)

Education and Experience

Minimum Education Requirements:

Graduation from high school or possession of a GED. Minimum Experience Requirements:
One (1) year experience as a Customer Service Representative for the City of Santa Clara working with one or more of the following: final notice billings, utility billing processes, business tax processes, interpretation of codes, or credit and collection activities; and
Personal computer experience working with spreadsheets, word processing, and online utility billing programs is required.

Distinguishing Characteristics

This is the lead worker in the Customer Service Representative series. The Senior Customer Service Representative is a paraprofessional position in the classified service and is distinguished from the Customer Service Representative in that the former requires a high degree of independent judgment and interpretative ability related to technical knowledge of one or more of the following: utility billing, collection, or business tax processes. An incumbent in this classification performs the most complex activities requiring the ability to research, analyze, investigate, and take action on issues related to utility billing and/or business tax processes.

Typical Duties

Specific job duties of this position may not include all the duties listed, nor do the examples cover all duties which may be performed.

Under general supervision makes necessary corrections on accounts;
Answers questions pertaining to utility billing procedures and utility rate schedules;
Prepares analysis breakdown of billing computations for commercial and industrial consumers showing how bills are calculated;
Performs the daily processes required to bill the City’s utility accounts;
Negotiates payment arrangements with delinquent customers;
Coordinates the delivery of 48-hour notices of intent to disconnect;
Processes all deposit warning and request letters;
Verifies all payments not applied to correct accounts;
Dispatches utility field personnel to reinstate customer's utility service after payment has been received;
Audits daily payment registers;
Refers customers to various agencies which offer financial or care assistance;
Processes all business tax correspondence;
Coordinates with other City departments such as Fire, Police, Building Inspection and Planning;
Ensures that applicant has met all the requirements of the various departments before issuing a business tax certificate;
Interprets City code as it relates to business tax requirements; and
Performs other related duties as assigned.

Knowledge, Skills, and Abilities

Thorough knowledge of:

Customer service principles and procedures;
Credit, collection, and deposit procedures;
Technical system and application software; and
Word processing and/or electronic spreadsheet applications, and methods, practices, and terminology used in financial record keeping.

Strong ability to:

Organize daily work schedules efficiently;
Work independently; deal professionally, tactfully, and courteously with the general public and other employees;
Communicate effectively and tactfully, both orally and in writing;
Interpret and explain utility rate schedules and computations;
Assimilate and understand information and make sound decisions in resolving customer related problems and issues;
Provide excellent customer service to the public and City staff, and
Work effectively as part of a group or team.

Supervision Received

Works under the general supervision of the Municipal Services Division Manager, a Customer Service Supervisor, or a Senior Accounting Technician as assigned.

Supervision Exercised

May assist in the training or supervision of subordinate personnel as assigned.

Other Requirements

Must be able to perform all of the essential functions of the job assignment.

Special Conditions

May be required to work evenings.

Approved, September 2002