Senior Customer Service Representative

JOB The City of Pasadena is excited to announce the Senior Customer Service Representative's opportunity in the City of Pasadena Water and Power Department. IDEAL CANDIDATEThe ideal candidate is customer service oriented, highly reliable, and has experience handling a variety of customer service and billing functions in person, by telephone, and online. They will demonstrate strong analytical skills for tasks such as billing audit reviews, NSF checks, locating property owners, and reviewing complex documents. This role requires professionalism in managing sensitive account issues and assisting irate customers, as well as the ability to provide guidance to other staff and act as backup to the Customer Service Specialist. If you are reliable, dependable, and enjoy providing excellent customer service, apply today! EXAMPLE OF DUTIES The major responsibilities of this position are listed below. For more detailed information, please review the job description Senior Customer Service Representative. Responds to a high volume of customer inquiries, public information request, problems and complaints in person, online, at a public counter, or by telephone.Obtains required information from customers and research customer accounts and City records, reviews applications, and sets up new accounts.Resolves questions or issues or refers customers to more senior staff or supervisors for further assistance when warranted.Explains policies, regulations, billing and/or fee schedules and requirements.Calculates bills and fees as required; back-billing; process credits and debits due to chargebacks; accepts and posts deposits and payments received in person, by mail or electronically.Responds calmly and professionally in dealing with customers who are irate or who have complex, specialized or unusually sensitive service needs, account or credit situations.Creates, maintains and monitors computerized files, databases and directories; conducts record searches and prepares public records and other public documents; audits documents, verifies accuracy and ensures compliance with applicable statutes and regulations.Acts as a backup to the Customer Service Specialist and front-line staff as needed and may assign, direct or verify work of lower-level support staff.Designs and prepares departmental forms and operational manuals; prepares correspondence on procedural or informational matters.Maintains adherence to required schedules for productivity. Provides and/or coordinates staff coverage at all times for the public counter.Processes refunds, adjustments and payments in accordance with established procedures.Opens, reviews, and processes payments, establish utility accounts, assess deposits in accordance with established criteria.Provides guidance and assistance to Customer Service Representatives on complex customer issues, billing discrepancies, and document review, acts as a resource for handling NSF checks, and property owner verification.Assist with department projects such as Advanced Metering Infrastructure (AMI) initiatives that streamline service connections and disconnections and improve billing accuracy.Performs other related duties as assigned. SUPPLEMENTAL INFORMATION Must type 40 net words per minute with 95% accuracy. Please note that qualified applicants will be invited to take an online typing test administered by the City. Applicants that do not receive a passing score on the online typing test will not be considered for further consideration. Please do not attach a typing certificate to your application. Current City of Pasadena employees who hold a position that requires the same or more words per minute are not required to take the online typing test. Employees are responsible for verifying the typing requirement for their current classification.