This is very responsible customer services work at the full performance level involving the answering and resolution of customer inquiries and complaints.
DUTIES
Work involves responsibility for the resolution of standard customer complaints. Duties include responding to and resolving customer inquiries, preparing complaint and damage report forms and investigating master file changes. This position also has the responsibility for making standard complaint resolution decisions in accordance with established procedures. This work requires that the employee have good knowledge, skill and ability in clerical procedures and complaint handling.
EXAMPLES OF DUTIES:
Responds to telephone inquiries and complaints by customers and directs callers to appropriate utility or authority or answers procedural questions. Searches files and records for information on complaints and determines solutions to standard customer service problems.
Performs posting, tabulation and calculating of data regarding customer services and accounts. Maintains and integrates water and sewer records and documents.
Types or word-processes correspondence, index cards, information on forms, reports, and statistics from copy, rough draft or own compiled information. Operates computer equipment to enter and retrieve data.
Maintains files. Sorts, removes and replaces documents in files.
Performs related work as required.
QUALIFICATIONS
QUALIFICATIONS:
A high school diploma or the equivalent plus two years of progressively responsible clerical experience including public contact, or an equivalent combination of education and qualifying experience substituting on a year-for-year basis.
PERTINENT DETAILS:
Open Posting. District employees and external applicants will be considered. A screening of all applicants will be made by the Human Resources Department. Per section 4.7 of the Bargaining Unit Agreement, an eligibility listing will be established. Only those qualified will be placed on the listing.
CRITERIA FOR SELECTION:
Education 20%, Experience 35%, Performance 20%, Seniority 25%. Seniority shall be considered in the total points, with the most senior qualifying applicant receiving 25% of the total available points. Less senior employees shall receive a proportionate number of points prorated on the years of the senior employee. The top (3) applicants, if available, will be interviewed by the Department Head, or designated representative, who shall make the final selection.
The MDC seeks to enhance the diversity of its workforce. People of color, women, veterans and persons with disabilities are strongly encouraged to apply.
EOE/AA/M/F/D/V
Work involves responsibility for the resolution of standard customer complaints. Duties include responding to and resolving customer inquiries, preparing complaint and damage report forms and investigating master file changes. This position also has the responsibility for making standard complaint resolution decisions in accordance with established procedures. This work requires that the employee have good knowledge, skill and ability in clerical procedures and complaint handling.
EXAMPLES OF DUTIES:
Responds to telephone inquiries and complaints by customers and directs callers to appropriate utility or authority or answers procedural questions. Searches files and records for information on complaints and determines solutions to standard customer service problems.
Performs posting, tabulation and calculating of data regarding customer services and accounts. Maintains and integrates water and sewer records and documents.
Types or word-processes correspondence, index cards, information on forms, reports, and statistics from copy, rough draft or own compiled information. Operates computer equipment to enter and retrieve data.
Maintains files. Sorts, removes and replaces documents in files.
Performs related work as required.
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