SENIOR CUSTOMER SERVICE REPRESENTATIVE
New Jersey treats Senior Customer Service Representative as a competitive-class job, so the gate is an examination and the ranked list it produces rather than a direct offer.
Eligibility comes down to 2 years of relevant experience.
How to apply
This title is filled by competitive examination.
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See where to apply for this title →Who employs this title
Senior Customer Service Representative is used at one independent authority, New Jersey Transit Corporation.
Independent authorities
| Employer | Employees |
|---|---|
| New Jersey Transit Corporation | 3 |
Where this title is used
Senior Customer Service Representative is a local service title. It is filled by the counties, municipalities, authorities and other employers that have adopted civil service under Title 11A, not by State departments. Those employers set pay by ordinance or contract rather than from a State salary schedule, which is why most local titles carry no salary range here.
Check whether an employer is a civil service jurisdiction · How local civil service works
State payroll and independent authority payroll are separate systems and are never merged. See data sources.
Official job specification
The text below is the official specification published by the New Jersey Civil Service Commission. The plain-language summary and analysis above are derived from it by NJ Civil Service Navigator. Source: the official specification page at NJ CSC.
Definition
Under direction, takes the lead over other customer service representatives in performing work involved in receiving and handling customer complaints, requests, and/or inquiries concerning provision 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.
Examples of work
- Distributes and balances workload among employees in accord with established work flow or job specialization and ensures timely accomplishment of workload and that each employee has sufficient work to be kept busy.
- Observes status/progress of work, makes necessary adjustments in accord with established priorities, notifies supervisor as to the work's progress/status, requests advice or needed information regarding problems that arise, passes on to employees the instructions received from the supervisor, and demonstrates proper work methods.
- Answers questions from employees regarding procedures, polices, regulations, and instructions, and provides instruction in specific tasks and job techniques.
- Gives on-the-job training to new employees in established procedures and practices, and informs them of available services and agency regulations.
- Resolves simple informal complaints from employees, and refers all other complaints to the supervisor.
- Informs supervisor as to progress and training needs of employees, and makes suggestions as to disciplinary matters, promotions, reassignments, dismissals, and other personnel problems.
- Distributes forms and information to the public to communicate specific requirements relevant to licensing and registration laws, regulations, and policies.
- Reviews record of rejected licence/permit applicants to determine cause of rejection, and advises applicants or employees of methods/procedures to be followed to correct or remove conditions which resulted in the rejection.
- Intervenes and resolves volatile situations between customers and staff.
- Resolves problems referred by employees.
- Interprets basic laws, policies, standards, procedures, and methods to staff and the public.
- Receives and addresses inquiries/complaints by customers concerning high or incorrect billings, service charges and connections, changes of name/address, service installations, meter repairs, sidewalk and street restoration, and problems that arise.
- Prepares forms to record change of customer address for submission to data processing.
- Processes customer requests concerning service turn-on and discontinuance and maintains a record of all such actions.
- Prepares information and forms regarding the request and/or billings for special final and private readings of water and/or electric meters.
- Precesses checks and money orders received as payment for water, electric, and sewer billings by checking street addresses, account numbers, and trial balances so that the cashier may accept them.
- Answers inquiries and gives information concerning water/electric meter readings, the manner of making computations for water/electric use, and water/electric distribution systems.
- Checks on new accounts to ensure proper billing.
- Explains to customers how charges are calculated.
- Ensures that records are updated so that customer is billed properly.
- Provides information to the public concerning issuance of licenses, certificates, and permits.
- Answers questions, explains procedures, provides instructions, and resolve problems concerning the completion of applications and other forms.
- Collects payments for services, penalties, and interest charges and arranges for partial payments.
- Adjusts complaints concerning bill or services rendered, and refers complaints of service failures, energy diversion, or meter tampering to appropriate department for investigation.
- Reviews meter books, microfilm, computer printouts, and accounting records to identify errors which resulted in excessive bills.
- Orders tests to detect meter malfunctions.
- Confers with customers in person or by telephone or dictates correspondence to explain reasons for high bills.
- Prepare forms required for correction to meter readings or billing errors.
- Participates in publicity, marketing, and customer relations activities.
- Prepares reports.
- Establishes and maintains records and files.
- 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.
Experience
Two (2) years of experience in receiving and handling 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, skills and abilities
- Knowledge of regulations and procedures to be followed in dealing with the billing, computing of charges, and processing of requests for service connections to water, sewer, and/or utility services after a period of training.
- Knowledge of the 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 concerning issuance of licenses, permits, and /or certifications issued by the agency after a period of training.
- Knowledge of records, procedures, and policies to be followed in recording payment for utility services, interest, and penalty charges after a period of training.
- Knowledge of methods involved in recording meter readings and in calculating water/electric consumption after a period of training.
- Knowledge of office methods, practices, routines, machines, and equipment.
- Knowledge of the internal organization, personnel, resources, scheduling, functions, and established regulations, policies, and procedures of the agency after a period of training.
- Knowledge of problems encountered in implementing a complex customer service program which is sensitive to the needs and concerns of the customer.
- Knowledge of problems encountered in organizing work and developing effective work procedures.
- Knowledge of procedures for ensuring effective, courteous communication with the public.
- Knowledge of filing systems.
- Knowledge of business and office equipment and their relative advantages/limitations.
- Ability to deal tactfully with varied types of persons who have complaints about their billing or who are delinquent in their payments.
- Ability to analyze and interpret procedures concerned with collection of utility payments, penalty and interest changes, and partial payments.
- 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 correct information. Ability to give instructions and guidance to employees.
- Ability to prepare reports and complete forms.
- Ability to record numerical or other information accurately.
- Ability to recognize errors in printed material.
- Ability to interpret basic laws, rules, regulations, policies, and procedures.
- Ability to resolve problems involving staff and the general public.
- Ability to conduct on-the-job training for staff.
- 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 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 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.
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.