{"code":"01459","codeVariants":["01459","1459"],"title":"CUSTOMER SERVICE REPRESENTATIVE","variant":null,"jurisdiction":"L","class_of_service":"C","work_week":null,"state_class_code":null,"local_class_code":"3","salary_range":null,"note":null,"salaryInferred":false,"synthetic":false,"syntheticReason":null,"full_description_html":"<b>CUSTOMER SERVICE REPRESENTATIVE</b>\n\n <b>DEFINITION</b>\n\n Under direction, performs work involved in receiving and handling\n customer complaints, requests, and/or inquiries concerning the\n providing of public services, billings, service charges, the\n issuance of licenses, certificates, and permits, and/or other\n matters of a similar nature; does other related duties as\n required.\n\n <b>NOTE: </b>The examples of work for this title are for illustrative\n purposes only. A particular position using this title may not\n perform all duties listed in this job specification. Conversely,\n all duties performed on the job may not be listed.\n\n <b>NOTE: Appointments may be made to positions requiring \n bilingual skills.\n\n 08033 - Bilingual in Spanish and English</b>\n SPECIAL SKILL\n Applicants must be able to read, write, speak, understand, or \n communicate in Spanish and English sufficiently to perform \n the duties of this position.\n\n <b>EXAMPLES OF WORK:</b>\n\n Receives and resolves inquires and complaints by customers\n concerning high or incorrect billings, service charges and\n connections, change of name and address, service installation,\n meter repairs, sidewalk and street restoration, and other\n problems that arise.\n\n Prepares forms for change of address of customer for data\n processing.\n\n Handles customer requests concerning turn-on and turn-off of\n water supply and/or electric service, and maintains a record of\n all such actions.\n\n Prepares information and forms regarding the request and/or\n billings for special, final, and private reading of water and\n electric meters.\n\n Processes checks and money orders received as payment for water,\n electric, and sewer billings by checking street addresses,\n account numbers, and trial balances, so the cashier may accept\n them.\n\n Answers inquiries and gives information concerning water and\n electric meter readings, the manner of making computations for\n water and electric use, and the water and electric distribution\n system.\n\n Checks on new accounts to ensure proper billings.\n\n Prepares reports.\n\n Establishes and maintains records and files.\n\n May make field inspections of water, sewer, and/or electric lines\n and connections, as the result of customer complaints, to ensure\n that property is being billed properly according to rate\n structure.\n\n Inspects property to determine proper rate structure category and\n gathers needed information for the customer account.\n\n Explains to customers how charges are calculated.\n\n Ensures that records are updated so that customer is billed\n properly.\n\n May make field investigations to obtain information on new\n construction, subdivisions, or changes in property ownership.\n\n Provides information to the public concerning the issuance of\n various licenses, certificates, and permits.\n\n Answers questions, explains procedures, provides instructions,\n and resolves problems concerning the completion of applications\n and other forms.\n\n Distributes forms and information to the public to communicate\n specific requirements of relevant licensing and registration\n laws, regulations, and policies.\n\n Inspects tax maps to locate property lines and may inspect\n property for proper utility installation and connections.\n\n Collects payments for services and penalty and interest charges,\n and makes partial payment arrangements as necessary.\n\n Interviews applicants for water, gas, and/or electric service.\n\n Talks with customers by phone or in person and receives orders\n for installation, turn-on, discontinuance, or change in services.\n\n Fills out forms, determines charges for service requested,\n collects deposits, prepares change of address records, and issues\n discontinuance orders.\n\n May adjust complaints concerning billing or service rendered,\n referring complaints of service failures, energy diversion, or\n meter tampering to designated departments for investigation.\n\n May visit customers at their place of residence to investigate\n conditions preventing completion of service connection orders or\n for investigations involving meter tampering or energy diversion.\n\n Reviews meter books, microfilm, computer printouts, and machine\n accounting records for errors causing high bill.\n\n Orders tests to detect meter malfunctions.\n\n Confers with customer in person, by telephone, or dictates\n correspondence to explain reasons for high bill.\n\n Prepares forms required for correction of meter reading or\n billing errors.\n\n Participates in publicity, marketing, and customer relations\n activities.\n\n Will be required to learn to utilize various types of electronic\n and/or manual recording and information systems used by the\n agency, office, or related units.\n\n <b>REQUIREMENTS:</b>\n\n <b>EXPERIENCE:</b>\n\n One (1) year of experience in the receiving and handling of\n customer complaints and inquiries.\n\n <b>LICENSE:</b>\n\n Appointees will be required to possess a driver's license\n valid in New Jersey only if the operation of a vehicle, rather\n than employee mobility, is necessary to perform essential duties\n of the position.\n\n <b>KNOWLEDGE AND ABILITIES:</b>\n\n Knowledge of regulations and procedures dealing with billing,\n computing charges, and making connections relative to water,\n sewer, and/or electric utility services, after a period of\n training.\n\n Knowledge of utility rate structure, after a period of training.\n\n Knowledge of regulations pertaining to the installation,\n connection, and discontinuance of utility services, after a period\n of training.\n\n Knowledge of laws, regulations, policies, and procedures\n regarding the issuance of various licenses, permits, and/or\n certificates, after a period of training.\n\n Knowledge of records and procedures involved in recording\n payments for utility services, interest, and penalty charges,\n after a period of training.\n\n Knowledge of methods involved in recording meter readings and in\n calculating water and/or electric consumption, after a period of\n training.\n\n Knowledge of office methods, practices, routines, machines, and\n equipment.\n\n Knowledge of the internal organization, personnel, resource\n scheduling, functions, and established regulations, policies and\n procedures, after a period of training.\n\n Knowledge of techniques in communicating effectively and\n courteously with the public.\n\n Ability to deal tactfully with varied types of persons who have\n complaints about their billings or who are delinquent in their\n payments.\n\n Ability to analyze and interpret procedures relating to the\n collection of utility payments, penalty and interest charges,\n partial payments, and investigative charges for meter tampering\n and energy diversion.\n\n Ability to take and maintain a firm correct stand when\n controversies arise, and to deal with hostile individuals.\n\n Ability to establish and maintain records and files.\n\n Ability to interview people and compile information.\n\n Ability to communicate effectively with different kinds of people\n and to provide them with proper information.\n\n Ability to prepare reports and complete forms.\n\n Ability to record numerical or other information accurately.\n\n Ability to recognize errors in printed material.\n\n Ability to utilize various types of electronic and/or manual\n recording and information systems used by the agency, office, or\n related units.\n\n Ability to read, write, speak, understand, and communicate in\n English sufficiently to perform the duties of this position.\n American Sign Language or Braille may also be considered as\n acceptable forms of communication.\n\n Persons with mental or physical disabilities are eligible as\n long as they can perform the essential functions of the job after\n reasonable accommodation is made to their known limitations. \n If the accommodation cannot be made because it would cause\n the employer undue hardship, such persons may not be eligible.\n\n<b>This job specification is applicable to the following title code(s) which<br />are different work week or work month and/or variants of the job class title:</b><b>Job<br />Spec<br />Code</b><b>Variant</b><b>State,<br />Local or<br />Common</b><b>Class of<br />Service</b><b>Work<br />Week</b><b>State<br />Class<br />Code</b><b>Local<br />Class<br />Code</b><b>Salary<br />Range</b><b>Note</b>01459LC N/A03-08033Bilingual In Spanish And EnglishLC N/A03-<br />This job specification is for <b>local</b> government use only.<br />Salary range is only applicable to state government.<br />Local salaries are established by individual local jurisdictions.<br /><br /> 9/03/1997","sections":{"DEFINITION":"Under direction, performs work involved in receiving and handling\n customer complaints, requests, and/or inquiries concerning the\n providing of public services, billings, service charges, the\n issuance of licenses, certificates, and permits, and/or other\n matters of a similar nature; does other related duties as\n required.","NOTE":"The examples of work for this title are for illustrative\n purposes only. A particular position using this title may not\n perform all duties listed in this job specification. Conversely,\n all duties performed on the job may not be listed.\n\n <b>NOTE: Appointments may be made to positions requiring \n bilingual skills.\n\n - Bilingual in Spanish and English</b>\n SPECIAL SKILL\n Applicants must be able to read, write, speak, understand, or \n communicate in Spanish and English sufficiently to perform \n the duties of this position.\n\nLC N/A03-Bilingual In Spanish And EnglishLC N/A03-<br />This job specification is for government use only.<br />Salary range is only applicable to state government.<br />Local salaries are established by individual local jurisdictions.<br /><br /> 9/03/1997","EXAMPLES_OF_WORK":"Receives and resolves inquires and complaints by customers\n concerning high or incorrect billings, service charges and\n connections, change of name and address, service installation,\n meter repairs, sidewalk and street restoration, and other\n problems that arise.\n\n Prepares forms for change of address of customer for data\n processing.\n\n Handles customer requests concerning turn-on and turn-off of\n water supply and/or electric service, and maintains a record of\n all such actions.\n\n Prepares information and forms regarding the request and/or\n billings for special, final, and private reading of water and\n electric meters.\n\n Processes checks and money orders received as payment for water,\n electric, and sewer billings by checking street addresses,\n account numbers, and trial balances, so the cashier may accept\n them.\n\n Answers inquiries and gives information concerning water and\n electric meter readings, the manner of making computations for\n water and electric use, and the water and electric distribution\n system.\n\n Checks on new accounts to ensure proper billings.\n\n Prepares reports.\n\n Establishes and maintains records and files.\n\n May make field inspections of water, sewer, and/or electric lines\n and connections, as the result of customer complaints, to ensure\n that property is being billed properly according to rate\n structure.\n\n Inspects property to determine proper rate structure category and\n gathers needed information for the customer account.\n\n Explains to customers how charges are calculated.\n\n Ensures that records are updated so that customer is billed\n properly.\n\n May make field investigations to obtain information on new\n construction, subdivisions, or changes in property ownership.\n\n Provides information to the public concerning the issuance of\n various licenses, certificates, and permits.\n\n Answers questions, explains procedures, provides instructions,\n and resolves problems concerning the completion of applications\n and other forms.\n\n Distributes forms and information to the public to communicate\n specific requirements of relevant licensing and registration\n laws, regulations, and policies.\n\n Inspects tax maps to locate property lines and may inspect\n property for proper utility installation and connections.\n\n Collects payments for services and penalty and interest charges,\n and makes partial payment arrangements as necessary.\n\n Interviews applicants for water, gas, and/or electric service.\n\n Talks with customers by phone or in person and receives orders\n for installation, turn-on, discontinuance, or change in services.\n\n Fills out forms, determines charges for service requested,\n collects deposits, prepares change of address records, and issues\n discontinuance orders.\n\n May adjust complaints concerning billing or service rendered,\n referring complaints of service failures, energy diversion, or\n meter tampering to designated departments for investigation.\n\n May visit customers at their place of residence to investigate\n conditions preventing completion of service connection orders or\n for investigations involving meter tampering or energy diversion.\n\n Reviews meter books, microfilm, computer printouts, and machine\n accounting records for errors causing high bill.\n\n Orders tests to detect meter malfunctions.\n\n Confers with customer in person, by telephone, or dictates\n correspondence to explain reasons for high bill.\n\n Prepares forms required for correction of meter reading or\n billing errors.\n\n Participates in publicity, marketing, and customer relations\n activities.\n\n Will be required to learn to utilize various types of electronic\n and/or manual recording and information systems used by the\n agency, office, or related units.","EXPERIENCE":"One (1) year of experience in the receiving and handling of\n customer complaints and inquiries.","LICENSE":"Appointees will be required to possess a driver's license\n valid in New Jersey only if the operation of a vehicle, rather\n than employee mobility, is necessary to perform essential duties\n of the position.","KNOWLEDGE_AND_ABILITIES":"Knowledge of regulations and procedures dealing with billing,\n computing charges, and making connections relative to water,\n sewer, and/or electric utility services, after a period of\n training.\n\n Knowledge of utility rate structure, after a period of training.\n\n Knowledge of regulations pertaining to the installation,\n connection, and discontinuance of utility services, after a period\n of training.\n\n Knowledge of laws, regulations, policies, and procedures\n regarding the issuance of various licenses, permits, and/or\n certificates, after a period of training.\n\n Knowledge of records and procedures involved in recording\n payments for utility services, interest, and penalty charges,\n after a period of training.\n\n Knowledge of methods involved in recording meter readings and in\n calculating water and/or electric consumption, after a period of\n training.\n\n Knowledge of office methods, practices, routines, machines, and\n equipment.\n\n Knowledge of the internal organization, personnel, resource\n scheduling, functions, and established regulations, policies and\n procedures, after a period of training.\n\n Knowledge of techniques in communicating effectively and\n courteously with the public.\n\n Ability to deal tactfully with varied types of persons who have\n complaints about their billings or who are delinquent in their\n payments.\n\n Ability to analyze and interpret procedures relating to the\n collection of utility payments, penalty and interest charges,\n partial payments, and investigative charges for meter tampering\n and energy diversion.\n\n Ability to take and maintain a firm correct stand when\n controversies arise, and to deal with hostile individuals.\n\n Ability to establish and maintain records and files.\n\n Ability to interview people and compile information.\n\n Ability to communicate effectively with different kinds of people\n and to provide them with proper information.\n\n Ability to prepare reports and complete forms.\n\n Ability to record numerical or other information accurately.\n\n Ability to recognize errors in printed material.\n\n Ability to utilize various types of electronic and/or manual\n recording and information systems used by the agency, office, or\n related units.\n\n Ability to read, write, speak, understand, and communicate in\n English sufficiently to perform the duties of this position.\n American Sign Language or Braille may also be considered as\n acceptable forms of communication.\n\n Persons with mental or physical disabilities are eligible as\n long as they can perform the essential functions of the job after\n reasonable accommodation is made to their known limitations. \n If the accommodation cannot be made because it would cause\n the employer undue hardship, such persons may not be eligible.\n\n<b>This job specification is applicable to the following title code(s) which<br />are different work week or work month and/or variants of the job class title:</b><b>Job<br />Spec<br />Code</b><b>State,<br />Local or<br />Common</b><b>Class of<br />Service</b><b>Work<br />Week</b><b>State<br />Class<br />Code</b><b>Local<br />Class<br />Code</b><b>Salary<br />Range</b>"},"searchable_text":"CUSTOMER SERVICE REPRESENTATIVE DEFINITION Under direction, performs work involved in receiving and handling customer complaints, requests, and/or inquiries concerning the providing of public services, billings, service charges, the issuance of licenses, certificates, and permits, and/or other matters of a similar nature; does other related duties as required. NOTE: The examples of work for this title are for illustrative purposes only. A particular position using this title may not perform all duties listed in this job specification. Conversely, all duties performed on the job may not be listed. NOTE: Appointments may be made to positions requiring bilingual skills. 08033 - Bilingual in Spanish and English SPECIAL SKILL Applicants must be able to read, write, speak, understand, or communicate in Spanish and English sufficiently to perform the duties of this position. EXAMPLES OF WORK: Receives and resolves inquires and complaints by customers concerning high or incorrect billings, service charges and connections, change of name and address, service installation, meter repairs, sidewalk and street restoration, and other problems that arise. Prepares forms for change of address of customer for data processing. Handles customer requests concerning turn-on and turn-off of water supply and/or electric service, and maintains a record of all such actions. Prepares information and forms regarding the request and/or billings for special, final, and private reading of water and electric meters. Processes checks and money orders received as payment for water, electric, and sewer billings by checking street addresses, account numbers, and trial balances, so the cashier may accept them. Answers inquiries and gives information concerning water and electric meter readings, the manner of making computations for water and electric use, and the water and electric distribution system. Checks on new accounts to ensure proper billings. Prepares reports. Establishes and maintains records and files. May make field inspections of water, sewer, and/or electric lines and connections, as the result of customer complaints, to ensure that property is being billed properly according to rate structure. Inspects property to determine proper rate structure category and gathers needed information for the customer account. Explains to customers how charges are calculated. Ensures that records are updated so that customer is billed properly. May make field investigations to obtain information on new construction, subdivisions, or changes in property ownership. Provides information to the public concerning the issuance of various licenses, certificates, and permits. Answers questions, explains procedures, provides instructions, and resolves problems concerning the completion of applications and other forms. Distributes forms and information to the public to communicate specific requirements of relevant licensing and registration laws, regulations, and policies. Inspects tax maps to locate property lines and may inspect property for proper utility installation and connections. Collects payments for services and penalty and interest charges, and makes partial payment arrangements as necessary. Interviews applicants for water, gas, and/or electric service. Talks with customers by phone or in person and receives orders for installation, turn-on, discontinuance, or change in services. Fills out forms, determines charges for service requested, collects deposits, prepares change of address records, and issues discontinuance orders. May adjust complaints concerning billing or service rendered, referring complaints of service failures, energy diversion, or meter tampering to designated departments for investigation. May visit customers at their place of residence to investigate conditions preventing completion of service connection orders or for investigations involving meter tampering or energy diversion. Reviews meter books, microfilm, computer printouts, and machine accounting records for errors causing high bill. Orders tests to detect meter malfunctions. Confers with customer in person, by telephone, or dictates correspondence to explain reasons for high bill. Prepares forms required for correction of meter reading or billing errors. Participates in publicity, marketing, and customer relations activities. Will be required to learn to utilize various types of electronic and/or manual recording and information systems used by the agency, office, or related units. REQUIREMENTS: EXPERIENCE: One (1) year of experience in the receiving and handling of customer complaints and inquiries. LICENSE: Appointees will be required to possess a driver's license valid in New Jersey only if the operation of a vehicle, rather than employee mobility, is necessary to perform essential duties of the position. KNOWLEDGE AND ABILITIES: Knowledge of regulations and procedures dealing with billing, computing charges, and making connections relative to water, sewer, and/or electric utility services, after a period of training. Knowledge of utility rate structure, after a period of training. Knowledge of regulations pertaining to the installation, connection, and discontinuance of utility services, after a period of training. Knowledge of laws, regulations, policies, and procedures regarding the issuance of various licenses, permits, and/or certificates, after a period of training. Knowledge of records and procedures involved in recording payments for utility services, interest, and penalty charges, after a period of training. Knowledge of methods involved in recording meter readings and in calculating water and/or electric consumption, after a period of training. Knowledge of office methods, practices, routines, machines, and equipment. Knowledge of the internal organization, personnel, resource scheduling, functions, and established regulations, policies and procedures, after a period of training. Knowledge of techniques in communicating effectively and courteously with the public. Ability to deal tactfully with varied types of persons who have complaints about their billings or who are delinquent in their payments. Ability to analyze and interpret procedures relating to the collection of utility payments, penalty and interest charges, partial payments, and investigative charges for meter tampering and energy diversion. Ability to take and maintain a firm correct stand when controversies arise, and to deal with hostile individuals. Ability to establish and maintain records and files. Ability to interview people and compile information. Ability to communicate effectively with different kinds of people and to provide them with proper information. Ability to prepare reports and complete forms. Ability to record numerical or other information accurately. Ability to recognize errors in printed material. Ability to utilize various types of electronic and/or manual recording and information systems used by the agency, office, or related units. Ability to read, write, speak, understand, and communicate in English sufficiently to perform the duties of this position. American Sign Language or Braille may also be considered as acceptable forms of communication. Persons with mental or physical disabilities are eligible as long as they can perform the essential functions of the job after reasonable accommodation is made to their known limitations. If the accommodation cannot be made because it would cause the employer undue hardship, such persons may not be eligible. This job specification is applicable to the following title code(s) which are different work week or work month and/or variants of the job class title: Job Spec Code Variant State, Local or Common Class of Service Work Week State Class Code Local Class Code Salary Range Note 01459 L C N/A 03 - 08033 Bilingual In Spanish And English L C N/A 03 - This job specification is for local government use only. Salary range is only applicable to state government. Local salaries are established by individual local jurisdictions. 9/03/1997","snippet":"CUSTOMER SERVICE REPRESENTATIVE DEFINITION Under direction, performs work involved in receiving and handling customer complaints, requests, and/or inquiries concerning the providing of public services...","salary_meta":null,"education_level":null,"experience_years":1,"has_license_requirement":true,"license_types":["driver"],"pension_system":"PERS","revision_date":"1997-09-03","erg_prefix":null,"erg_schedule":"A-P-R-S","range_number":null,"erg_name":null,"erg_union":null,"familyId":null,"familyName":null,"level":null,"specialization":null,"prefix":null,"isSupervisory":false}