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HomeMy WebLinkAboutResolution No. 01-C123•RESOLUTION NO. 01-C123 • A RESOLUTION OF THE CITY COUNCIL OF THE CITY OF AZUSA AMENDING THE CITY'S CLASSIFICATION PLAN AND ESTABLISHING COMPENSATION FOR THE CLASSIFICATION OF CUSTOMER CARE LEAD WHEREAS, the Municipal Code and Civil Services Rules of the City of Azusa require that amendments or revisions to the Position Classification Plan be approved by Resolution of the City Council; and, WHEREAS, it has been determined that the classification of Customer Care Lead is under International Brotherhood of Electrical Workers (IBEW) positions; and WHEREAS, it has been determined that the appropriate compensation for the position of Customer Care Lead is: Monthly Salary (effective 11/19/01) Range: Step 1 Step 2 Step 3 Step 4 Step 5 $3274 $3437 $3609 $3789 $3978 NOW, THEREFORE, BE IT RESOLVED that the City Council of the City of Azusa does hereby adopt the above salary range for the classification of Customer Care Lead, thereby amending the City's Position Classification Plan. PASSED AND ADOPTED by the City Council of the City of 19`b day of November 2001. / ATTEST: CITY CLERK OF T*CITYAZUSA STATE OF CALIFORNIA ) COUNTY OF LOS ANGELES ) SS. CITY OF AZUSA ) at yregular meeting THE CITY OF AZUSA I HEREBY CERTIFY that the foregoing Resolution was duly adopted at a regular meeting of said Council on the 19"' day of November 2001, by the following roll call vote: AYES: COUNCILMEMBERS: HARDISON, STANFORD, CHAGNON, MADRID NOES: COUNCILMEMBERS: ROCHA ABSENT: COUNCILMEMBERS NONE CITY CLERK OF THE CITY OF AZUSA 0 Date Adopted: CITY OF AZUSA CUSTOMER CARE LEAD DEFINITION Under direction of the Customer Care Operations Supervisor, this position works in a lead first level supervision capacity in the front office assisting, coaching, reviewing, and directing Customer Service Representatives in the performance of their duties. Resolves the more difficult customer service problems with a preliminary decision by oral or written communication. Performs related duties as required. CLASS CHARACTERISTICS This single position class reports directly to the Customer Care Operations Supervisor daily for instructions and mutual exchange of operational information and is responsible for directing the front office Customer Service Section. Assist in training experienced and new customer service front office staff and acting as an assistant to the Customer Care Operations Supervisor. The Customer Care Lead will be available in the absence of the Customer Care Operations Supervisor during regular business days and acts in higher during scheduled vacations. ESSENTIAL FUNCTIONS Duties may include, but are not limited to the following: Oversees performance of the staff responsible for providing customer services in the front office and drive- through for observation of problems relating to customers, operations and staff and assists other customer service personnel as needed. Performs complex and difficult clerical duties which require extensive analysis and independent judgment beyond the scope of a Customer Service Representative III. Acts as the resource person for the Customer Service Representatives requiring guidance with daily job performance and handling or taking over as the first level of supervisory contact the more difficult customer/billing problems. Monitors transactions between representative and customers in the front office for potential problems and supervisory needs. Monitors incoming ACD call center and directs front office staff to maintain high level of customer service answering of phone calls. Monitors technical systems and work methods daily to assist in determining if changes are required. Assists in the training of experienced and new Customer Service Representatives; monitors Customer Service Representatives in their assigned duties, documenting performance issues. Assists with the scheduling of long term job assignments and reports to Customer Care Operations Supervisor the need for daily staff changes . Prepares and maintains daily and special reports as needed for front office operation. Assists Customer Care Operations Supervisor and other positions with various support assignments 1] Lead Customer Care Class Specification Page 2 of 2 0 Updates Customer Care Operations Supervisor of special projects such as closing refunds, write offs reports or special assignments so they are done timely by staff, making sure that all unusual events are reported as they occur. Performs other jo b -related duties and responsibilities as required. MARGINAL FUNCTIONS These are position functions which may be changed, deleted or reassigned to accommodate an individual with a disability. QUALIFICATIONS GUIDELINES Education and/or Experience Any combination of education and/or experience that has provided the knowledge, skills and abilities necessary for satisfactory job performance. Example combinations include graduation from high school or GED equivalent and two (2) years journey level Customer Service Representative III experience in the City of Azusa or equivalent experience in an Utility agency. (Journey -level customer service representative duties for a utility involve extensive public contact work and first level supervisory experience.) Knowledge, Skills and Abilities Thorough working knowledge of Utility billing procedures and rate structures; utility rates and calculation methodology; principles and practices of supervision; basic computer software programs; basic knowledge of progressive discipline; general principles of basic mathematics as applied to calculation methodology; and report writing. Ability to communicate effectively, clearly and concisely, both orally and in writing; supervisorial, interpersonal and analytical skills. Ability to research and prepare technical reports on a variety of subjects; direct, assign and review the work of others; communicate, understand and follow oral or written directions; work independently; perform advanced principles of mathematical computations; operate a computer accurately and use a variety of computer software; establish and maintain effective working relationships; devise and maintain accurate records; interpret, explain, apply policies and procedures; analyze difficult customer billing issues; perform other duties as required. Special Requirements Possession of or ability to obtain a valid Class C California driver's license and maintain a satisfactory driving record.