Customer Relations Assistant

County Of Maui
Full Time, Temporary $3,884 Per month HI Hawaii, USA
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Overview

Performs a variety of clerical work in support of a consumer relations program; follows up on and explains circumstances and decisions affecting inquiries and complaints on water consumption, sales, and service; and performs other related duties as required.
 
Distinguishing Characteristics:
 
This class differs from the Customer Service Representative I in that the Customer Relations Assistant performs responsible staff clerical and follow up work in support of a consumer relations program; whereas the Customer Service Representative I performs clerical work requiring public contact in receiving and/or handling water or sewer service applications, complaints, and records.

Examples of Duties

The following are examples of duties and are not necessarily descriptive of any one position in this class.  The omission of specific duties statements does not preclude management from assigning such duties if such duties are a logical assignment for the position.

  • Establishes contact with service holders to ascertain or clarify the nature of inquiries, complaints and problems relating to water consumption, sales and service;
  • Follows up on cases by searching, reviewing and analyzing division and other operating unit records, investigation reports and similar sources of information to obtain required background data;
  • Reconstructs billing process and steps preliminary thereto in order to properly evaluate nature of the problem;
  • Discusses and explains to service holders, verbally and in writing, circumstances and decisions affecting matters such as high bill complaints, underground leakages, leakages from storm damages and fires, hot water damages, erroneous or switched billings, changes or modifications to water service facilities, billing breakdown and computation, misread meters, etc.;
  • Calculates and processes billing adjustments, based upon findings, and prepares corrected bills and correspondence as necessary;
  • Sets up and maintains Time Payment Agreements, Tenant Deposits and Tenant Refunds, and is responsible for the Automatic Bill Payment Program;
  • Performs other related duties.
This is the first specification approved for the new class, CUSTOMER RELATIONS ASSISTANT, effective June 27, 2000.

APPROVED:  June 27, 2000

Minimum Qualification Requirements

Training and Experience:  A combination of education and experience substantially
equivalent to graduation from high school and four years of clerical work experience, including or supplemented by two (2) years of public contact experience which involved handling customer inquiries and complaints.

License Requirement:  Possession of a valid Hawaii State driver's license (Type 3).

Knowledge of:  office practices and procedures; arithmetic; departmental rules, regulations, policies, functions and operating practices and procedures; interview techniques and methods; particularly grammar and word usage, basic principles of report writing and public relations; the uses of standard office machines.
 
Ability to:  deal tactfully and effectively with the public; understand, interpret and explain pertinent departmental rules, regulations and policies; search records to extract and summarize information; do arithmetic computations; prepare correspondence, reports and other materials; operate a typewriter and other standard office machines.
 
Health and Physical Condition:
Persons seeking appointment to positions in this class must meet the health and physical condition standards deemed necessary and proper to perform the essential functions of the position with or without reasonable accommodations.
 
Physical Effort  Grouping:      Light


Supplemental Information

SKILLS ASSESSMENT:
Qualified applicants will be required to take an online assessment. Applicants are required to test alone in a quiet, distraction-free area using a reliable computer with a high-speed internet connection, a microphone, a webcam (internal or external), and a Windows or Apple Operating System. Applicants who do not meet the system requirements will be provided an opportunity to take the online assessment on site.

APPLICATIONS MAY BE FILED ONLINE AT: 

If you have never applied for a job using the NEOGOV system, you must create an account.  You will need a username, password, and working email address to create your account. Your detailed work history is required on the application. A resume submitted in lieu of an application will not be sufficient. Furthermore, "See resume" is NOT an acceptable response under the "Work Experience" section. An application containing this response may be deemed incomplete. Applications may be rejected if they are incomplete.

EXAMINATIONS ARE ADMINISTERED IN THE COUNTY OF MAUl ONLY

The above examination is being given on an open-competitive basis to establish an eligible list which shall be effective for not more than one year unless extended by the Director of Personnel Services.

AN EQUAL OPPORTUNITY EMPLOYER

The County of Maui does not discriminate on the basis of race, sex, sexual orientation, age, religion, color, ancestry, national origin, disability, marital status, pregnancy, arrest and court record, assignment of child support, national guard participation or any other basis covered by state or federal laws governing non-discrimination

Pre-Employment/Post-Offer Drug Screening Test: All applicants, who will enter a safety sensitive position or certain designated categories that the Personnel Services Director has established or who are required by law to be drug tested must pass a pre-employment/post-offer drug screening test as a condition of employment. There is no retesting or re-evaluation process. Cost for the drug screening test shall be borne by the County of Maui.

Personnel Services Email: 

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