Customer Service Lead

GENERAL PURPOSE

Under general supervision from the Customer Service Supervisor, to serve as a Customer Service Lead in performing complex daily activities in support of the Customer Service division; to assist with overseeing the daily operations of the Customer Service function including cashiering and payment processing; to ensure accuracy of accounts, timely processing, and efficiency through implementation of various technology solutions; to train and coordinate subordinate customer service personnel;

to provide professional staff assistance in assigned administrative functions; and to perform related duties as required.

This class is the advanced-lead level in the Customer Service Representative series and is differentiated from the Customer Service Representative III in that incumbents are expected to work with greater independence and serve at a lead level. Incumbents lead, train, and monitor customer service staff and actively contribute to the planning, implementation, and assessment of division activities, services and programs. Incumbents perform complex technical Customer Service-related tasks and reports, handle difficult customer complaints and issues, and have responsibility for providing support and technical assistance to the Customer Service Supervisor.

The duties and responsibilities listed below are intended to provide a representative list of the various types of work that may be performed. Specifications are not intended to reflect all duties performed within the job class, and incumbents may expect to perform other related similar duties.

• Leads and participates in a variety of complex technical Customer Service-related activities; trains and provides work direction and guidance to assigned personnel; assigns employee duties and reviews work for accuracy, completeness and compliance with established standards and procedures.
• Assists the Customer Supervisor with supervising the maintenance of customer account records and files; participates in handling the more difficult technical or sensitive public contacts.
• Assists the Customer Supervisor with overseeing and participating in processing customer accounts, preparing and recording changes in service, closing of accounts, completing new customer account information and closing of customer accounts.
• Assists the Customer Supervisor with overseeing and managing daily cash applications and reviewing customer payment plans. Assists the cashiers and the staff who prepare the daily deposits.
• Initiates programs that improve customer service.
• Posts, balances and reconciles accounts to the general ledger.
• Prepares a variety of regularly required reports; reviews documents, records and reports for accuracy, completeness and conformity to District standards.
• Researches, evaluates, recommends and participates in the implementation of technology solutions to streamline and improve existing processes related to customer and consumption information systems.
• Participates in all aspects of work related to computer operations; prepares regular and special reports.
• Participates in all upgrades and testing of hardware and software systems.
• Assists Customer Service Supervisor with coordinating implementation of new technology to enhance customer service capabilities; plans and develops timelines; obtains competitive pricing from vendors to ensure cost effectiveness.
• Perform a wide variety of administrative tasks including typing letters, memos, and data entry, maintain files, and sort mail.
• Assists Customer Service Supervisor with modifying, developing, and implementing policies and procedures as needed to meet the operational needs of the District.
• Researches assigned topics.
• Performs project management duties as needed to ensure successful project implementations.
• Performs project management duties as needed to ensure successful project implementations.
• Participates in employee selection and provides input into employee performance evaluation process as assigned.
• Assists with answering telephones, customer complaints and serving customers.
• Assist in the development and review of Customer Service division policies and standard…