CUSTOMER SERVICE REPRESENTATIVE III (SR-13) [1 vacancy]

CUSTOMER SERVICE REPRESENTATIVE III (SR-13) [1 vacancy]

Salary

$3,900.00 Monthly

Location

Oahu, HI

Job Type

Full-Time Permanent

Job Number

090267

Department

Honolulu Board of Water Supply

Opening Date

10/25/2026

Closing Date

10/31/2026 11:59 PM Hawaii

• Description
• Benefits
• Questions

Position Information

Bring Your Aloha Spirit to City Services!

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

Looking for a role where you can serve your community and keep essential water services running smoothly? The Honolulu Board of Water Supply (BWS), Customer Care Division is seeking experienced Customer Service Representatives! This full-time, permanent position, located in Honolulu, involves supervising and supporting customer service staff, coordinating daily work schedules, providing training and coaching, and resolving complex customer issues involving water bills, billing disputes, account adjustments, and delinquent payments.

What You Will Do

• Supervise customer service staff by assigning work, managing daily schedules, monitoring performance, and providing training and coaching.
• Resolve complex customer issues involving delinquent water bills, billing disputes, payment discrepancies, and automatic bill payment problems.
• Review customer accounts and service requests to ensure accurate billing, proper documentation, and appropriate follow-up on service issues.
• Manage customer service operations by monitoring workloads, adjusting staff assignments, and ensuring requests are completed accurately and on time.
• Review and approve billing adjustments including account credits, refunds, payment arrangements, and other authorized exceptions.
• Coordinate customer account services by conducting billing conferences, processing agricultural rate applications, assisting with bill adjustments, and fulfilling government records requests.
• Perform other related duties as required.

Special Work Requirements:

• Work schedule is Monday - Friday from 7:45 a.m. until 4:30 p.m.
• Regular punctual attendance is required to service customers during established hours of business.
• May be required to assist customers, including escalations, outside of normal business hours to clear the work in the queue for the day.

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

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

Three (3) years of customer service experience,

• One (1) of which must have included problem resolution work requiring the explanation of rules, regulations, policies or procedures; OR
• One (1) year of work experience at the next lower level (i.e., Customer Service Representative II with the City).

LICENSE REQUIREMENT

Possession of an appropriate valid Hawaii State driver's license, as required. (Not required for current vacancy)

Must be able to:

• 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 III position requires three (3) years of customer service experience, one (1) of which must have included problem resolution work requiring the explanation of rules, regulations, policies or procedures; OR one (1) year of work experience at the next lower level (i.e., Customer Service Representative II with the City).

Do you meet the experience requirement?

• Yes
• No

04

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 customer service 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.")

05

PROBLEM RESOLUTION

Describe your customer service experience which included problem resolution work requiring the explanation of rules, regulations, policies or procedures.

Include the following in your explanation:

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

• The specific types of customer service and problem resolution work you performed (provide examples),

• The rules, regulations, policies, or procedures you explained to customers, and

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

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

06

NEXT LOWER LEVEL EXPERIENCE

Do you have one (1) year of experience working as a Customer Service Representative II with the City?

• Yes
• No

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/