1996 AGN NOV 17 I04 - Laserfiche WebLink

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CITY OF COLTON CUSTOMER SERVICE REPRESENTATIVE I '7 CUSTOMER SERVICE REPRESENTATIVE II DEFINITION: To perform a wide variety of public assistance, order processing, cashiering, and record keeping clerical activities for utilities, business license customers; to prepare and review billing ., information; to receive and document payments; and to perform a variety of general clerical activities. DISTINGUISHING CHARACTERISTICS• Customer Service Representative I This is the entry level class in the series and is distinguished from the IT level in one of two ways: Routine and repetitive duties are performed according to established procedures and changes in procedures or exceptions to rules are explained in detail as they arise. Use as a training class for flexibly staffed positions. In the latter use, the incumbents of the class would lack a complete knowledge of department procedures and precedents and not yet be able to perform the full range of duties assigned to the journey level without immediate supervision. An incumbent would normally be expected to perform the duties of a Customer Service Representative I for one year before being considered for promotion to the Customer Service Representative II level. Customer Service Representative II This is the journey level Customer Service Representative Series. Positions in this class are flexibly staffed and are normally filled by advancement from the I level, or, when filled from the outside, require prior record keeping experience. Appointment to the IT level requires that the employee be performing the full range of duties for the class and meet the qualification standards for the class. A Customer Service Representative II is expected to perform assigned duties with only occasional instruction or assistance and work is normally reviewed only on completion. Adequate performance at this level requires the knowledge of general utility billing services and business license, as well as a knowledge of applicable Department policies and procedures. SUPERVISION RECEIVED AND EXERCISED• Customer Service Representative I Receives immediate supervision form the Customer Service Supervisor or Business Licenses and Collections Officer. Functional and technical supervision may be provided by higher Customer Service Representative staff. Customer Service Representative H —+ Receives general supervision from the Customer Service Supervisor of Business Licenses and Collections Officer; may exercise technical and functional supervision over lower level clerical staff.