Job Details

Turning challenges into cheers, one customer at a time!

Start your rewarding career with the City and County of Honolulu today!

Looking to make every customer's day a little brighter with your solutions? TheHonoluluBoard of Water Supplyis searching for positive and tactful individuals to become a key part of their team as a Customer Service Representative II! Be part of a team that's dedicated to making every customer interaction count!

Duties and responsibilities of this position include, but are not limited to:

• Servicing water customers and the general public through face-to-face and telephone interactions by performing account actions, providing information, and resolving issues, including processing service requests (such as establishing, discontinuing, and transferring services), handling billing, collections, and credit matters, determining the need for service calls and generating work orders;
• Maintaining positive relations with diverse individuals, managing difficult customer interactions with composure, interpreting and responding to inquiries about the Board of Water Supply's operations, policies, and regulations, and consistently and accurately maintaining customer service and account records;
• Interviewing customers and prospective customers in person or by phone to establish, discontinue, transfer, or change addresses while resolving billing, payment, collection, or credit matters and ensuring accurate, concise entry of all billing, service, and transaction records into the Customer Information System; processing water applications, requests, or questions received through bill remittance by reviewing requests, gathering information to determine appropriate action, and performing account or service work as needed;
• Resolving customer requests and complaints regarding issues such as bill responsibility, lack of water service, high bills, missing bills, lost payments, and service dissatisfaction, while providing account or departmental information as appropriate and referring inquiries to the proper divisions, sections, units, or individuals when technical or specialized knowledge is required;
• Initiating work requests for high consumption and high bill investigations, recording special meter readings obtained by collectors, investigators, and dispatchers for billing purposes, and obtaining information from customers regarding possible switched services or incorrect billing to refer to the supervisor for field investigation;
• Processing “New Occupant” letters as needed and taking appropriate action when customers follow up, accurately recording all transactions, arrangements, complaints, and requests onto the appropriate records and files, notifying other affected sections, and utilizing the computer terminal to input new or changed mailing addresses for closing bills, active bills, and return mail;
• Accurately recording all transactions, arrangements, complaints, and requests from customers onto the appropriate records and files, notifying other affected sections; utilizing the computer terminal to produce duplicate bills and collection letters for delinquent customers, maintaining billing and payment records for customer service and collection purposes, and assisting other BWS divisions by providing information on service history or account status; and
• Performing other related duties.
  

Special Work Requirement: Work schedule is from 7:45 a.m. until 4:30 p.m. Regular and punctual attendance is required to service customers during established hours of business. May also be required to work overtime, weekends, nights and holidays based on operational needs.

Apply today! If you qualify for the position, your name will be eligible for referral to the hiring department for further consideration for the current job openings, as well as future vacancies for this job title.

Verification Requirement: In order to be given credit for your education, clearly list your education credentials on your application. As part of the hiring process, you may be asked to furnish documentation to verify your education.If available, please attach an electronic copy of your diploma and/or official transcript which shows the embossed seal or applicable FCE to your application.Or mail a photocopy of your documents to the following address: Department of Human Resources, 650 South King Street, 10th Floor, Honolulu, HI 96813. Copies will not be returned. Unofficial transcripts will not be accepted. All information on your documentation must be legible and complete in order to be given credit.