CUSTOMER SERVICE REPRESENTATIVE I/II (SR-10/SR-11) [multiple vacancies]

CUSTOMER SERVICE REPRESENTATIVE I/II (SR-10/SR-11) [multiple vacancies]

Salary

See Position Description

Location

Oahu, HI

Job Type

Full-Time Permanent

Job Number

016267

Department

Various Departments

Opening Date

07/29/2026

Closing Date

8/4/2026 11:59 PM Hawaii

• Description
• Benefits
• Questions

Position Information

Be the Friendly Face Behind Essential City Services!

Start your rewarding career with the City and County of Honolulu today!

The City and County of Honolulu is seeking motivated and customer-oriented individuals to fill multiple Customer Service Representative roles at various levels in the following departments:

Customer Service Representative I (SR-10) vacancies:

• Five (5) vacancies with the Department of Customer Services (CSD), Satellite City Hall Division
• Work schedule is Monday - Friday from 7:45 a.m. until 4:30 p.m.
• May float to various satellite city halls as needed.

Customer Service Representative II (SR-11) vacancy:

• One (1) vacancy with the Department of Environmental Services (ENV), Office of Administrative Support Division

Other departments may also use this job posting to fill similar positions as openings become available.

What You Will Do

Your duties and responsibilities may include, but are not limited to:

• Assisting customers by answering questions, resolving concerns, and providing information on accounts, services, and charges.
• Reviewing and processing customer accounts by updating records and applying policies, procedures, and billing requirements.
• Analyzing account information to determine appropriate charges, adjustments, refunds, or service changes.
• Maintaining accurate records by entering, verifying, and updating customer and financial information in computerized systems.
• Coordinating service requests by processing applications, contracts, investigations, and other account-related transactions.
• Preparing reports and documentation by compiling data, monitoring account activity, and supporting accurate recordkeeping.
• Perform other related duties as required.
• Customer Service Representative I (SR-10): $3,471 per month*
• Customer Service Representative II (SR-11): $3,606 per month*

Enjoy excellent employment benefits including generous time off (up to 21 vacation days, 21 sick leave days, and holidays), comprehensive health coverage, retirement plan, career development, and much more! View details about all our available benefits by clicking on the "Benefits" tab at the top of this posting or visiting https://www.honolulu.gov/dhr/benefits/.

Apply today and take the first step toward a lasting career!

Additional Job Information

HIRING PROCESS:

• Interviews for the Department of Customer Services will be held on September 1, 2026.
• Interviews for the Department of Environmental Services will be held on August 26, 2026.
• A conditional job offer will be made after all interviews have concluded.
• Additional interviews for future vacancies may be scheduled by the individual hiring departments as vacancies occur.

Some notifications will be sent via e-mail. You are responsible for monitoring instructions and correspondence from this office by checking your e-mail 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 infoneogov@honolulu.gov and info@governmentjobs.com to your contact list.

Notifications may also be sent via text message if opted into the service. Data and text messaging fees apply.

Minimum Qualification Requirements

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 demonstrating the ability to perform the essential functions of the job may be substituted for education.

EXPERIENCE REQUIREMENT:

For Level I:

• One (1) year of clerical experience, which shall have included some customer service or public contact experience.

For Level II:

• Two (2) years of clerical experience,
• One (1) 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 on a month-for-month basis for up to one (1) year of the general clerical experience. There is no substitution for the one (1) 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.

Education Verification: Education information must be listed clearly on your application. If available, please attach a legible electronic copy of your diploma, official transcripts, and/or applicable foreign credential evaluation to your application. As part of the hiring process, you may be asked to furnish documentation to verify your education to move forward for further consideration.

Must be able to:

• Understand laws, ordinances, policies, procedures, rules, regulations, and terminology related to applicable City programs and services.
• Deal tactfully and effectively with customers.
• Listen to and interpret customer needs while demonstrating courtesy and patience.
• Appraise situations, make appropriate decisions, and resolve disputes as needed.
• Work cooperatively with other employees, departments, agencies, and public or private organizations.
• Input and retrieve data from computerized systems.
• Handle and account for money and other financial transactions accurately.
• Compare names and numbers quickly and accurately.
• Perform basic arithmetic calculations.

Examination Process

If you qualify for the position, your name will be eligible for consideration for the current vacancy/vacancies and future job openings with this job title. Screening will be based on the education, experience, and other job-related information provided in your application. Failure to provide sufficient information may result in your application being rejected or your receiving a lower rating. All information provided on an application is subject to verification. As applicable, false or misleading statements or omissions of material facts are grounds for disqualification and/or termination of employment with the City and County of Honolulu.

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.

01

APPLICATION GUIDELINES & INSTRUCTIONS

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.

Please do not submit resumes in place of completing any of these sections.

List each work experience separately, do not combine jobs. For example, if youve held more than one position or job level(s) for the same employer, they should be listed and described separately so that the resulting changes in your duties and responsibilities are accurately reflected. If any part of your experience is unclear, you may be asked to provide a copy of your official job/position description (PD).

In general (unless otherwise specified on the job posting), the following criteria is utilized for evaluation of the Minimum Qualification Requirements:

• Substitute, temporary assignment, internship or volunteer experience requires an official letter of verification from your supervisor and/or Human Resources department. The letter should include the job title, employment dates, number of hours worked, a description of the duties performed, and a contact name and phone number.

• Concurrent or overlapping experiences and/or education will NOT be double credited.

• Professional experience refers to work that generally involves independent critical thinking, solving complex, non-routine problems, preparing reports, and interpreting and applying technical information.

• Most work experience as an intern will NOT be creditable as equivalent to professional experience.

• Calculation of experience will be based upon a full-time, 40-hour work week. Part-time experience will be pro-rated. Hours worked in excess of 40 hours/week will not be extra credited.

• Example: Twelve months of experience at 20 hours/week will be pro-rated to six months of experience.

• Example: Twelve months of experience at 60 hours/week will be credited as one year of experience, NOT one and a half years.

• All requirements for the position must be met at the time of application or by the closing date of the recruitment.

Possession of the required amount of experience will not in and of itself be accepted as proof of qualification for the position. The overall experience must be of such scope and responsibility as to conclusively demonstrate that you have the ability to perform the duties of the position.

Any information you submit is subject to verification. Supporting documents must be either electronically attached to your application or submitted to our office at: Department of Human Resources, 650 South King Street, 10th Floor, Honolulu, HI 96813. Documents should be identified by job title and recruitment number.

If you previously submitted education documents (e.g., transcripts, diploma, etc.) to our office, for most cases you are not required to resubmit them. Supporting documents with an expiration period (e.g., drivers license, Department of Transportation medical certificate, etc.) will need to be submitted with each application to verify possession of a current license or certificate at the time specified on the job posting.

• I certify that I have read and understand the above statements.

02

EDUCATION REQUIREMENT

Equivalent to graduation from high school. Responsible work experience demonstrating the ability to perform the essential functions of the job may be substituted for education.

Select the statement that best describes your education:

• I graduated from high school.
• I received a high school equivalent diploma (e.g., GED).
• I did not graduate from high school and do not have a high school equivalent diploma; however, I have work experience that I feel demonstrates my ability to perform the essential functions of the job.
• None of the above.

03

EXPERIENCE REQUIREMENT

The Customer Service Representative I/II positions require the following:

For Level I:

• One (1) year of clerical experience, which shall have included some customer service or public contact experience.

For Level II:

• Two (2) years of clerical experience,

• One (1) 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 the Customer Service Representative I and/or II experience requirement?

• Yes, I meet the experience requirement for the Customer Service Representative I position.
• Yes, I meet the experience requirement for the Customer Service Representative II position.
• No, I do not meet the experience requirements for the Customer Service Representative I or II positions.

04

CLERICAL

Describe your clerical experience.

(If you do not have experience in this area, indicate "None.")

05

CUSTOMER SERVICE

Describe your customer service experience.

Include the following in your explanation:

• Which position listed in your Work Experience section of your application where you performed such work;

• The specific type(s) of customer service work you performed,

• Whether your public contact was done in person, by telephone, or both, and

• The approximate amount of hours per week spent on these duties.

(If you do not have experience in this area, indicate "None.")

06

PUBLIC CONTACT

Describe your public contact work in providing information, answering questions and inquiries, and explaining policies, rules and regulations in person or by telephone.

Include the following in your explanation:

• Which position(s) listed in your Work Experience section of your application where you performed such work,

• The specific information you provided, the type of questions you frequently answered and the type of inquires you received from the public,

• The types of policies, rules and regulations you had to explain,

• Whether your public contact was done in person, by telephone, or both, and

• The approximate number of hours per week spent on these duties.

(If you do not have experience in this area, indicate "None.")

07

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.

Education Verification: Education information must be listed clearly on your application. If available, please attach a legible electronic copy of your diploma, official transcripts, and/or applicable foreign credential evaluation to your application. As part of the hiring process, you may be asked to furnish documentation to verify your education to move forward for further consideration.

If you are substituting education for the required work experience, list below:

• The name of the college/university you attended,

• The location of the college/university,

• The specific degree and major area of study you completed, or the total number of college credits completed.

Example 1: University of Hawaii at Manoa, Bachelor of Science in Sociology, pending graduation May 16, 2026.

Example 2: University of Nevada, Las Vegas, Bachelor of Arts in Political Science.

Required Question

Employer City and County of Honolulu

Address 650 South King Street, 10th Floor

Honolulu, Hawaii, 96813

Phone (808) 768-8536

Website https://www.honolulu.gov/dhr/