Services - Customer Svc Representative II

250-Property Services - 2004-250 Customer Svc Representative II

Under supervision, answers resident and company requests for service both by telephone and in person; collects all relevant information and decides priority, type of service, etc., enters data into computer system; schedulesall inside residential work to the satisfaction of residents; participates in all Customer Services related activities; and performs related work as required. Work involves constant telephone and personal contact with residents, often times in difficult and demanding situations. Extensive interdepartmental contacts are typical of this classification.

Regularly assumes duties of the Customer Services Dispatch office. Handles incoming requests, logs and dispatches in a timely manner all emergency work requests to field units; coordinates batching and printing of service tickets; prepares service tickets for timely and regular distribution to work centers; coordinates requests for DigAlert; and monitors and reviews service tickets for accuracy.

Answers a large volume of telephone calls and resident requests for service, through soliciting pertinent data; decides on priority and type of call and schedules inside work to the satisfaction of the resident; enters acquired data into the computer system; prepares appliance replacement cost estimates and contracts; and conducts miscellaneous resident supply sales.

Decides when to forward appliances under warranty to GE; enters telephone number changes into the computer system; writes and closes prepaid resale service requests; contacts Southern California Edison to report power outages; and enters and closes service requests into the computer system.

As directed, coordinates the work for the Customer Services Representatives (CSR 1); assists with the training of new hires; coaches Customer Services Representatives in regard to policy, procedures and service etiquette; and reports emerging issues that require prompt attention to the Customer Services Supervisor or Manager.

Regular attendance is required. All duties are performed on-site for the Community.

Works effectively with co-workers, customers and others by sharing ideas in a constructive and positive manner; listens to and objectively considers ideas and suggestions from others; keeps commitments; keeps others informed of work progress, timetables and issues; addresses problems and issues constructively to find mutually acceptable and practical business solutions; addresses others by name, title or other respectful identifier; and respects the diversity of our workforce in actions, words and deeds.

Cross-trains for other functions in the Resident Services Department.

Computer, printer, copier, fax machine, and multi-line telephone with headset.

While performing the duties of this job, the employee is in a climate-controlled indoor office and normal outdoor elements.

Graduation from high school and considerable experience in customer service, emphasizing very heavy phone contact or equivalent combination of education and experience which produces the following:

• Knowledge of the occupational hazards and safety precautions of the job.
• Knowledge of computer and applicable software programs.
• Knowledge of the practices, systems and procedures of modern office equipment.
• Ability to operate standard office machines and equipment.
• Ability to answer by telephone or in person, a wide variety of questions and concerns of the public.
• Ability to make fast and accurate decisions.
• Ability to operate and use computer data to plan and schedule work.
• Ability to learn the operations, rules and regulations of VMS and Mutuals as related to the position.
• Ability to communicate pleasantly and effectively with the residents of who represent many different locales and/or foreign countries.
• Ability to maintain effective working relationships with other employees and the public and to deal with public relations problems courteously and tactfully.
• Ability to be able to turn a negative situation into a positive one while remaining calm and pleasant.
• Ability to relate to the needs and concerns of senior citizens.

N/A

While performing the duties of this job, the employee is frequently required to talk, hear, and use hands to finger, grasp, feel and reach. The employee is regularly required to sit for long periods of time (up to 8 hours) and use repetitive motion to operate a keyboard for long periods. The employee occasionally carries, kneels, pulls, pushes, stoops, and lifts up to 10 lbs.

Reading, problem solving, reasoning, verbal/written communication, customer contact, multiple concurrent tasks, dealing with constant interruptions.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.