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CITY OF COLTON CUSTOMER SERVICE REPRESENTATIVE I/II DEFINITION: Under the supervision of the Customer Service Manager or other supervisory personnel, performs a wide variety of customer service support including order processing, cashiering and record keeping clerical activities for utilities, business license customers; prepare and review billing information; receives and documents payments; and performs a variety of other customer service tasks in support of assigned area of responsibility. DISTINGUISHING CHARACTERISTICS: Customer Service Representative I The Customer Service Representative I is the entry level class within the Customer Service Representative series and is expected to learn to perform assigned duties and responsibilities. Incumbents within this classification initially perform routine and less complex duties and responsibilities however, steadily receive more complex duties and responsibilities as experience is gained. This classification is distinguished from the higher level classification of Customer Service Representative II in that it is expected to perform assigned duties under direct supervision, as they learn their positions. In that this is a learning classification, typically incumbents can reasonably expect to progress to the higher level classification of Customer Service Representative II after gaining two years of experience. Customer Service Representative II The Customer Service Representative II is the journey level class within the Customer Service Representative series and is responsible for performing a full range of Customer Service duties and responsibilities at an independent level. Incumbents within this classification are expected to demonstrate a full understanding of all applicable policies, procedures and work methods associated with assigned duties and assist in the training and general supervision of lower level customer service staff. This classification is distinguished from the lower level classification of Customer Service Representative I in that it is expected to perform assigned duties with minimal supervision and at an independent level. SUPERVISION EXERCISED: Customer Service Representative II May occasionally exercise indirect supervision over lower level customer service staff. Customer Service Representative I No supervision is exercised. ESSENTIAL FUNCTIONS: (include but are not limited to the following) • Responds to questions and concerns from the general public by telephone and over the counter; provides information as is appropriate and resolve complaints. • Performs a wide variety of customer service support including order processing, cashiering and record keeping clerical activities for utilities and business license customers.