CUSTOMER SERVICE REPRESENTATIVE III (SR-13) [1 vacancy]

City and County of Honolulu, HI; Honolulu (HI); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

Generous time off

Health coverage

Retirement plan

Career development

Job summary

The City and County of Honolulu, HI is seeking an experienced Customer Service Representative to support the Honolulu Board of Water Supply’s Customer Care Division in Honolulu. The role focuses on supervising staff, coordinating schedules, and resolving complex issues related to water bills and billing disputes.

Responsibilities include training and coaching, ensuring accurate billing, and handling delinquent accounts while maintaining high customer service standards.

Qualifications

• Must have strong interpersonal and communication skills.
• Experience handling customer inquiries and resolving issues.
• Ability to input and retrieve data from computerized systems.

Responsibilities

• Supervise customer service staff by assigning work, managing daily schedules, monitoring performance, and providing training and coaching.
• Resolve complex customer issues involving delinquent water bills, billing disputes, payment discrepancies and automatic bill payment problems.
• Review customer accounts and service requests to ensure accurate billing and proper documentation.
• Manage customer service operations by monitoring workloads and ensuring timely completion of requests.
• Review and approve billing adjustments including credits, refunds, payment arrangements and other exceptions.
• Coordinate customer account services including billing conferences, agricultural rate applications, and government records requests.
• Perform other related duties as required.

Skills

Tactful communication

Active listening

Dispute resolution

Data entry/data retrieval

Education

High school diploma or equivalent

Tools

Computer systems

Job description

BringYourAlohaSpirittoCityServices! Start your rewarding career with the City and County of Honolulu today! Looking for a role where you can serve your community and keep essential water services running smoothly? The Honolulu Board of Water Supply (BWS), Customer Care Division is seeking experienced Customer Service Representatives! This full-time, permanent position, located in Honolulu, involves supervising and supporting customer service staff, coordinating daily work schedules, providing training and coaching, and resolving complex customer issues involving water bills, billing disputes, account adjustments, and delinquent payments.

What You Will Do

• Supervise customer service staff by assigning work, managing daily schedules, monitoring performance, and providing training and coaching.
• Resolve complex customer issues involving delinquent water bills, billing disputes, payment discrepancies, and automatic bill payment problems.
• Review customer accounts and service requests to ensure accurate billing, proper documentation, and appropriate follow-up on service issues.
• Manage customer service operations by monitoring workloads, adjusting staff assignments, and ensuring requests are completed accurately and on time.
• Review and approve billing adjustments including account credits, refunds, payment arrangements, and other authorized exceptions.
• Coordinate customer account services by conducting billing conferences, processing agricultural rate applications, assisting with bill adjustments, and fulfilling government records requests.
• Perform other related duties as required.

Special Work Requirements

• Work schedule is Monday - Friday from 7:45 a.m. until 4:30 p.m.
• Regular punctual attendance is required to service customers during established hours of business.
• May be required to assist customers, including escalations, outside of normal business hours to clear the work in the queue for the day.

Benefits

• Generous time off (up to 21 vacation days, 21 sick leave days, and holidays)
• Comprehensive health coverage
• Retirement plan
• Career development
• And much more!

For details about all our available benefits visit https://www.honolulu.gov/dhr/benefits/.

Education Requirement

Equivalent to graduation from high school. Responsible work experience demonstrating the ability to perform the essential functions of the job may be substituted for education.

Experience Requirement

Three (3) years of customer service experience, One (1) of which must have included problem resolution work requiring the explanation of rules, regulations, policies or procedures; or One (1) year of work experience at the next lower level (i.e., Customer Service Representative II with the City).

License Requirement

Possession of an appropriate valid Hawaii State driver’s license, as required. (Not required for current vacancy)

Must be able to:

• Deal tactfully and effectively with customers.
• Listen to and interpret customer needs while demonstrating courtesy and patience.
• Appraise situations, make appropriate decisions, and resolve disputes as needed.
• Work cooperatively with other employees, departments, agencies, and public or private organizations.
• Input and retrieve data from computerized systems.
• Handle and account for money and other financial transactions accurately.
• Compare names and numbers quickly and accurately.
• Perform basic arithmetic calculations.

Contact and Monitoring

• Use a valid e-mail account;
• Verify your e-mail address is entered correctly on your GovernmentJobs account;
• Are subscribed to e-mail notices;
• Check your spam folders;
• Add [e-mail] and [e-mail] to your contact list.

Notifications may also be sent via text message if opted into the service. Data and text messaging fees apply.

Screening and Eligibility

Must be a citizen, national or permanent resident alien of the United States or a non-citizen eligible under federal law for unrestricted employment.

Screening will be based on the education, experience, and other job-related information provided in your application. Failure to provide sufficient information may result in your application being rejected or your receiving a lower rating. All information provided on an application is subject to verification. As applicable, false or misleading statements or omissions of material facts are grounds for disqualification and/or termination of employment with the City and County of Honolulu.