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- Position Information
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Performs customer service work to provide assistance and information on procedural, legal and/or financial requirements relating to City services which requires interpretation of a wide range and variety of rules, regulations, policies, procedures, etc.; processes permits, applications, licenses and other forms and documents; receives complaints regarding various City and County activities and services and initiates Document and Record Tracking System to appropriate City Department/Agency for follow up and resolution; and performs other related duties as required.
Current Vacancy:
There are two (2) vacancies with the Honolulu Board of Water Supply, Customer Care Division. This position is responsible for servicing water customers and the general public through face to-face and telephone contacts by performing appropriate account actions, providing information, and resolving problems. Work includes processing applications and requests to establish, discontinue and transfer services, etc.; resolving billing, collections, credit and other related account issues; and determining if service calls are necessary and create work orders as appropriate. The position additionally requires the ability to maintain good relations with all types of individuals; maintain composure while dealing with antagonistic and irate customers; interprets and answers a variety of questions dealing with the Board of Water Supply, its organization, operations, policies, rates, rules and regulations; and to consistently and accurately maintain customer service and customer account records.If you qualify for the position, your name will be placed on an eligible list. This list may be used to fill current and/or future vacancies in this and/or other departments.
- Additional Job Information
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Applications must be submitted by April 18, 2023, 11:59 p.m., Hawaii Standard Time (HST) to be accepted.
Some notifications will be sent via e-mail. You are responsible for monitoring instructions and correspondence from this office by checking your email account in a timely manner. To ensure proper delivery, please make sure you:
– 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; and
– add [email protected] and [email protected] to your contact list. - Minimum Qualification Requirements
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At time of application, you must be a citizen, national, or permanent resident alien of the United States or a non-citizen eligible under federal law for unrestricted employment.
EDUCATION REQUIREMENT:
Equivalent to graduation from high school. Responsible work experience which demonstrated the ability to perform the essential functions of the job may be substituted for education.EXPERIENCE REQUIREMENT:
Two years of clerical experience, one year of which must have involved public contact work which required providing information, answering questions and inquiries, and explaining policies, rules and regulations in person or by telephone.Substitution: Business school or college will substitute for experience on a month-for-month basis for up to one year of the general clerical experience. There is no substitution for the one year of clerical experience which must have involved public contact work which required providing information, answering questions and inquiries, and explaining policies, rules and regulations in person or by telephone. In order to be given credit for the substitution, you must attach an electronic copy of your diploma and/or official transcript; or mail or drop off a photocopy by the closing date of this recruitment to the following address: Department of Human Resources, 650 South King Street, 10th Floor, Honolulu, HI 96813LICENSE REQUIREMENT:
Possession of an appropriate valid driver’s license, as required. - Examination Process
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EDUCATION AND EXPERIENCE EVALUATION: In addition to meeting the above minimum qualifications, your application will be further evaluated. Your score will be based on the quality, quantity, and/or recency of your education and experience. Failure to provide sufficient information may result in your application being rejected or your receiving a lower score.
EXAMINATION WEIGHT:
Education and Experience Evaluation…………………………100%
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What are the benefits of being a City Employee?
— Vacation: Employees may earn up to 21 days per year.
— Sick Leave: Employees may earn up to 21 days per year.
— Holidays: 13 days a year; 14 days during election years.
— Training and Development: Computer, career, and personal enhancement courses are offered; curriculum designed for employee, supervisory, and management development.
— Medical, Dental, Prescription Drug, and Vision Care: Various health insurance plans are available. Premiums are subsidized by the City and deductible from pre-tax income for participants of the Premium Conversion Plan (PCP).
— Group Life Insurance: No cost for eligible employees.
— Deferred Compensation Plan: Invest in your future…choose to defer part of your pre-tax income for retirement.
— Retirement Plan: The Employees’ Retirement System (ERS) of the State of Hawaii administers retirement benefits for State and County employees. Employee contribution required.
— Commuter Choice Pre-Tax Benefits: Employees may designate certain transportation expenses (TheBus, LOTMA, Vanpool Hawaii, etc.) as a pre-tax item
— Parking: Some job locations offer parking on-site; others may have access to parking at low monthly rates.
— Direct Deposit: Direct deposit of paychecks to a designated financial institution is available.
— Employee Assistance Program (EAP): Confidential, professional counseling and resource referral.
— Public Service Loan Forgiveness (PSLF) Program: A federal program forgiving the balance of federal student loans for individuals working in public service. For program requirements and additional information, please visit: https://studentaid.gov/manage-loans/forgiveness-cancellation/public-service
To view additional information, please visit our Benefits of City Employment page.
* All benefits as stated above, are subject to eligibility requirements and to legislative and/or negotiated changes. Individuals are responsible for any related fees or charges that may apply.
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When applying for this position, please thoroughly complete the Education, Work Experience, and Supplemental Question sections of your application. The information provided in these sections, particularly the job-specific Supplemental Questions, will be used to determine whether you meet the qualification requirements for the job and your final score. Failure to provide detailed and complete information or submit any required documentation may result in your application being rejected or you receiving a lower score. If you have no experience in a particular area, indicate “none.” Please do not submit resumes in place of completing any of these sections.- I certify that I have read and understand the above statements.
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EDUCATION & EXPERIENCE REQUIREMENT: The Customer Service Representative I position requires that applicants have equivalent to graduation from high school and two years of clerical experience, one year of which must have involved public contact work which required providing information, answering questions and inquiries, and explaining policies, rules and regulations in person or by telephone.Do you meet this education and experience requirement?
- I have the required education and experience and will be answering the following questions.
- I do not have the required education and experience.
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Describe your experience in PUBLIC CONTACT work. Indicate which position listed in the Work Experience section of your application where you had such experience, the type of information you provided, the types of policies, rules and regulations you had to explain, and indicate whether your public contact was done in person, by telephone, or both. Also indicate the amount of time spent performing these duties.04
Do you have CUSTOMER SERVICE experience?- Yes
- No
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Describe your experience with CUSTOMER SERVICE work. Indicate which position listed in the Work Experience section of your application where you had such experience, the specific type(s) of customer service work you provided, the number of customers you serviced per month, and the percentage of time spent performing customer service work.06
Do you have experience in customer service work dealing with FINANCIAL TRANSACTIONS?- Yes
- No
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Describe your experience with FINANCIAL TRANSACTION work. Indicate which position listed in the Work Experience section of your application where you had such experience, the specific type(s) of financial transactions you performed, specific duties and responsibilities with financial transaction work, and the approximate number of financial transactions you performed on a daily basis.* Required Question
