VOCATIONAL ASSOCIATES, INC



Puget Sound Vocational Services, Inc.19105 36th Ave W., Ste 212, Lynnwood, WA 98036 (425) 775-8176; FAX (425) 672-9170Cognitive and Behavioral Job AnalysisCustomer Service Representative II (Corporate Billing)Employee:Employee #:Date: April 2012Employer Job Title: Customer Service Representative II (Corporate Billing)Employer: Puget Sound EnergySupv./Contact Person: Debra HumphreyTitle: Corporate Billing SupervisorPhone: 425-424-6557DOT Title: Customer Service RepresentativeIndustry: UtilitiesDOT#: 239.362-014Conducted: FORMCHECKBOX On-SiteStrength Per DOT: Sedentary FORMCHECKBOX Telephone FORMCHECKBOX Research BasedJob Analyst:Michael F. Richards, M.Ed., CRC, CCMCode: CSR1-CogBehav4/12\JAClericalVocational Rehabilitation Counselor:Work Schedule: Typically 8 hours per day, 5 days per week, Monday through Friday. Scheduled work shifts are between 7 a.m. and 5 p.m., with 15-min. morning/afternoon breaks and a ? hour lunch. Overtime is not routine, but can be required during emergency services such as storm duty or natural disasters.Job Summary: SVP: 5GED: R-3, M-2, L-3GOE: 07.04.01The Customer Service Representative II (CSR-2) in Corporate Billing performs all Customer Service functions. Accesses and updates customer records. Initiates service order requests. Responds to internal and external customers. Responds to basic and complex billing/credit inquiries. Maintains the workflow for the areas and assists other customer service personnel in responding to customer requests. Tasks/Essential Functions:Pertains to all CSR-2 positions:Provide information and respond to inquiries from customers and other employees regarding service requests. Respond to complex inquiries such as rates, high-bills, credit, energy conservation, customer programs and Company policies.Initiate field investigation, collection, or follow-up requests; process deposit and bill adjustment requests and make credit arrangements.Relieve other customer service personnel and/or be responsible for a specialized area of customer service.Perform cashiering tasks as required, process mail returns, account changes or corrections and respond to miscellaneous customer inquiries. Update customer information. Compile reports and perform other office and clerical tasks as require. Process customer correspondence..Operate computers, telephone systems, calculators and related equipment.Perform similar and incidental duties as required.Essential tasks specific to Corporate Billing:Process meter mixes (regarding customers receiving bills from the wrong meter).Correct billings for stopped meters, zero consumption readings and fast meters.Enter rate changes onto customer bills.Process lost meters and prepare new customer bills.Process unmetered accounts and maintain database.Work with the meter reset (MRS) and investigate previous meter readings.Perform Navigator reviews.Schedule meter exchanges with Customer Field Service and Gas First Response personnel.Process complex AMR (Automatic Meter Read) issues.Maintain rate lines.Calculate tax changes.Establish work queues for assigned tasks.Investigate theft and energy diversions.Consolidate uncombined locations.Correct and adjust bills for temperature compensation.Enter stats daily into the access database. Skills/Abilities:Speaking distinctly and listening carefully to communicate with various people; apply judgment and specialty knowledge to give oral information to people; change tasks or activity frequently; use eyes, hands and fingers to operate switchboards or instrument keyboards; and be tactful and courteous when receiving callers, interviewing or communicating with others. Must have strong verbal and written communication skills.Machines/Tools/Safety Aids/Equipment: Computer workstation (dual monitor, keyboard, mouse, 10-key); fax, photocopier and printer; various reference materials and manuals; a variety of software programs – MS Office and proprietary database; a variety of online tools including reference materials and manuals, email; digital telephone headset and communication equipment and typical office supplies such as paper, writing tools, fasteners, binders, stapler, etc.Minimum Training/Educational Requirements:Note: the CSR II position is a transitional promotion from CSR I. Previous job experience should include the equivalent of three years Customer Service Group experience, with a minimum of two years at a Grate 6 or above in a Customer Service position (excluding Meter Reader). Minimum education and training includes a high school diploma or GED; successful completion of (6-10) credits of business school or college studies in accounting, communication skills, drafting or social sciences transferable to a 4-year institution or its equivalent and experience and/or education as determined by Human Resources. Applicable classes would include: business courses, drafting/engineering, social sciences, psychology, communications, computer science, business math, business administration, business law, statistics, business communications, project management, sociology and economics. Successful completion of a course in basic computers, electricity and natural gas is desired. Must be able to type a minimum of 35 words per minute. Essential Abilities Required For All PSE Jobs Ability to demonstrate predictable, reliable and timely attendance.Ability to follow written and verbal directions and to complete assigned tasks on schedule.Ability to read, write and communicate in English and understand basic math.Ability to learn from directions, observations, and mistakes and apply procedures using good judgment.Ability to work independently or as part of a team; ability to interact appropriately with others.Ability to work with supervision, receiving instructions/feedback, coaching/counseling and/or action/discipline.PHYSICAL DEMANDS This job is classified as: FORMCHECKBOX Sedentary – exerting up to 10 lbs. of force occasionally and/or a negligible amount of force frequently. A sedentary job involves sitting most of the time.Rating* = Negligible wt.N = not presentR= Rarely <1%SELDOM / OCCASIONALLY1-33% OF WORK DAYFREQUENTLY34-66% OF WORK DAYCONSTANTLY67-100% OF WORK DAYSEDENTARY* - 10 lbs.* -LIGHT* - 20 lbs.* - 10 lbs. -MEDIUM20-50 lbs.10-25 lbs.1-10 lbs.HEAVY50-100 lbs.25-50 lbs.10-20 lbs.VERY HEAVY 100+ lbs.50+ lbs.20+ lbs.NeverActivity does NOT occurRarely<1% of total workday (<5 min in 8 hr day) Seldom1-10% of workday (4.8 min to 48 min per 8 hr day) Occasionally11-33% of workday (52.8 min to 2.64 hr per 8 hr day) Frequently34-66% of workday (2.64 to 5.28 hrs in 8 hr day)Constantly67-100% of workday (5.28 to 8 hrs in 8 hr day) COMPREHENSIONArticulating and comprehending information in conversationsOccurs Frequently while on the phone with customers, field technicians, contractors, etc. Frequently converses and receives information throughout the day with coworkers and supervisors.Health Care Provider initial here if the above activity is restricted _____Reading, comprehending, and using written materialsOccurs Continuously throughout the day while performing most job duties. Written information is obtained through the dual computer monitors while using online reference materials, accessing customer database, Internet, send/receive email, review hard copy service orders, and utilizing a variety of software products. Health Care Provider initial here if the above activity is restricted _____Understanding and solving problems involving math and using the resultsOccurs Continuously while working with numbers related to customer bills, meter reads, energy usage, etc. Note: Seldom actually performs the calculations as such is done automatically by software. But, needs to understand and discuss calculations and results on a routine basis.Health Care Provider initial here if the above activity is restricted _____Using Technology/instruments/tools and information systemsOccurs Continuously while using a computer and automated headset throughout any given workday. Most all work activities requires computer access and use on an ongoing basis.Health Care Provider initial here if the above activity is restricted _____Working with two and three dimensional formatsOccurs Rarely while referencing outage mapping during storm duties.Health Care Provider initial here if the above activity is restricted _____REMEMBERINGRemembering spoken instructionsOccurs Seldom while on the phone talking with customers, technicians, and contractors and remembering directions or instructions provided by lead or supervisory personnel.Health Care Provider initial here if the above activity is restricted _____Remembering written instructionsOccurs Frequently while looking up information online and relating correct and detailed information to customers or internal personnel, contractors, etc. Health Care Provider initial here if the above activity is restricted _____Remembering visual informationOccurs Frequently while recalling visual input seen on the computer and related to others. See previous item regarding “written instructions” and information.Health Care Provider initial here if the above activity is restricted _____Recalling information incidental to task at handOccurs Continuously while following established procedures and responding to questions, policies, services available, etc., with customers. Recalls learned information on a regular basis when discussing and reviewing or adjusting bills with customers.Health Care Provider initial here if the above activity is restricted _____Memorizing facts or sequencesOccurs Occasionally while learning new procedures and reviewing new information directly related to customer service duties. Most information would be available in writing for reference as needed.Health Care Provider initial here if the above activity is restricted _____Remembering simple instructionsOccurs Frequently while using computer applications, setting up daily or weekly calendar and while interacting with customers on a regular basis.Health Care Provider initial here if the above activity is restricted _____Remembering detailed instructionsOccurs Continuously while following precise technical procedures and policies, investigating customer information and when using computer applications during the performance of most all assigned tasks.Health Care Provider initial here if the above activity is restricted _____LEARNING & PROCESSINGEffectively learning and mastering information from classroom trainingOccurs on a Seldom basis once the CSR-2 graduates from initial training. Classroom instruction may be provided when introducing major changeovers or new procedures. This activity or process would occur on a Frequent basis during initial training and orientation for new employees. Health Care Provider initial here if the above activity is restricted _____Effectively learning and mastering information from on-the-job trainingOccurs Seldom when being introduced to new information on a daily basis. An employee might receive frequent daily updates but the cumulative time for on-the-job training would be Seldom.Health Care Provider initial here if the above activity is restricted _____Learning from past directions, observations, and/or mistakesOccurs Seldom while working with a customer or situation, learning or associating new information from previous online instructions. Health Care Provider initial here if the above activity is restricted _____Using common sense in routine decision makingOccurs Occasionally while performing all daily assignments and activities. Using common sense is required while reviewing bills, conversing with customers on the phone or interacting with Field Representatives or other internal personnel.Health Care Provider initial here if the above activity is restricted _____Recognizing and anticipating potential hazards and taking precautionsOccurs Rarely while implementing action learned through safety training or if receiving information from a customer related to a hazardous or dangerous situation.Health Care Provider initial here if the above activity is restricted _____Thinking critically and making sound decisionsOccurs Frequently while analyzing data and information from customer records related to payments, billing, scheduling or service needs. Makes decisions on a daily basis in accordance with company policy and guidelines.Health Care Provider initial here if the above activity is restricted _____Integrating ideas and data for complex decisionsOccurs Frequently while performing daily assignments such as if noticing a pattern in a customer’s billing that might require further action. Also occurs while preparing billing details, statements and letters to customers.Health Care Provider initial here if the above activity is restricted _____Determining and following precise sequencesOccurs Occasionally while following procedures in investigating bills or sequences of billing details, statements and letters to customers.Health Care Provider initial here if the above activity is restricted _____Coordinating and compiling data and information Occurs Frequently while performing daily data entry and when preparing bill details, worksheets, investigating billing history, and when entering manual statistics. Also occurs when compiling and entering data into the computer system as occurs off and on throughout any given day. Health Care Provider initial here if the above activity is restricted _____Analyzing, synthesizing data and informationOccurs Continuously while investigating complaints or irregularities with a customer’s billing. Also occurs when preparing bill details, worksheets, and investigating billing history.Health Care Provider initial here if the above activity is restricted _____TASKING AND PLANNINGPerforming repetitive or short-cycle workOccurs Continuously while performing data entry, filing, responding to ongoing phone calls with customers, field technicians or internal personnel.Health Care Provider initial here if the above activity is restricted _____Working under specific instructionsOccurs Occasionally while processing bills, Navigator review, preparing letters and following through on precise instructions from lead or supervisory personnel.Health Care Provider initial here if the above activity is restricted _____Completing complex tasksOccurs Frequently while working complex billing or customer service issues, and involved with complex customer interactions. Performs tasks with more detail and works with complex retro billing resolutions.Health Care Provider initial here if the above activity is restricted _____Directing, controlling or planning for others as necessary for basic tasksOccurs Seldom while preparing plans for absence during vacation by organizing and planning workload for replacement or communicating specific needs to lead with regards to work to be scheduled.Health Care Provider initial here if the above activity is restricted _____Multi-taskingOccurs Occasionally while working during many interruptions such as continuous phone calls, reassignment and email to respond to or rotate between various assignments such as meter mixes, stop meters, etc.. Activity increases during times of high volume calls.Health Care Provider initial here if the above activity is restricted _____Planning, prioritizing and structuring daily activitiesOccurs Occasionally while daily activity is prepared by Lead and supervisory personnel. The CSR-II prioritizes daily assigned tasks and is expected to work more independently and be self-directed.Health Care Provider initial here if the above activity is restricted _____MAINTAINING ATTENDANCE AND AN ASSIGNED WORK SCHEDULEMaintaining predictable and reliable attendanceIs necessary each scheduled work shift as required by performance standards and the business need to fill scheduling requirements every day. Health Care Provider initial here if the above activity is restricted _____Being punctualIs necessary each scheduled work shift in order to meet workload demands, performance standards and company scheduling obligations.Health Care Provider initial here if the above activity is restricted _____Taking rest periods at set times or only at times determined by breaks in job responsibilitiesIs necessary each work shift as employees are assigned to precise schedules with predetermined 15-minute breaks and 30- or 60-minute lunch breaks.Health Care Provider initial here if the above activity is restricted _____Adjusting to a flexible schedule of work days and/or shiftsDoes not apply as employees are assigned to work an established schedule.USE APPROPRIATE BEHAVIOR FOR A PROFESSIONAL WORK ENVIRONMENTReceiving criticism and accepting limits appropriatelyOccurs Occasionally either during direct supervision and monitoring or when dealing with an upset customer. Work activity is closely supervised with specific performance standards and expectations.Health Care Provider initial here if the above activity is restricted _____Maintaining emotional control and organization under increased stressOccurs Frequently while performing direct customer service with both internal and external customers or personnel. Health Care Provider initial here if the above activity is restricted _____Maintaining socially appropriate affect, temperament and behaviorOccurs Occasionally while performing job duties with customers and coworkers in an open office environment requiring ongoing interactions with others throughout a workday.Health Care Provider initial here if the above activity is restricted _____Monitoring own quality of performance and altering behaviors to correct mistakes or improve outcomeOccurs Occasionally in conjunction with ongoing supervision and quality assurance. Employees are expected to self-monitor performance on an ongoing basis.Health Care Provider initial here if the above activity is restricted _____Working independently and/or unsupervisedOccurs Seldom, as employees in this position work with less supervision with lead personnel available as needed.Health Care Provider initial here if the above activity is restricted _____Adapting to frequent interruptions, changes in priorities, or changes in work locationOccurs Frequently while receiving phone calls and prioritizing the need to respond to customer needs and requests. Scheduled work tasks can change frequently and at any time due to call volume, customer needs and direction from supervisors.Health Care Provider initial here if the above activity is restricted _____Responding effectively to emergency situationsOccurs Seldom during storm duty or times of natural disaster. Being available for work assignments during such times is mandated by union contract. Responsiveness to emergency situations would increase to “continuous” during assigned storm duty.Health Care Provider initial here if the above activity is restricted _____ENVIRONMENTAL FACTORS:Work is performed in an indoor, professional office environment or work setting.Noise level is estimated at 50 decibels consistent with ambient conversation in an open cubicle work environment. Workers are exposed to no hazardous or unusual environmental conditions. POTENTIAL MODIFICATIONS TO JOB:Work is normally performed at an assigned desk space and computer workstation. An ergonomic assessment can be done on request. Modifications implemented with medical justification and documented restrictions required.This description represents the requirements of a specific job based on personal observations, discussions with the employer, or representatives and/or workers. On occasion, practicality and feasibility prevent the direct observation and/or gathering of objective quantifiable data. For this reason, a “best estimate” may have been rmation in this Job Analysis was obtained: while at job site.SIGNATURES: ___(Signature on File) ______________________________________Employer/SupervisorDate_____________________________________________________________________Vocational Rehabilitation CounselorDateFOR PHYSICIAN OR HEALTH CARE PROVIDER ONLY:I have reviewed this Job Analysis and ________________________________________(Claimant) (Check one)___ YES, Can perform this job to the extent described.___ YES, Can perform this job, but needs the following MODIFICATIONS:___ NO, TEMPORARILY cannot perform this job but is expected to recovery sufficiently by _________ (Date)___ NO, is NOT expected to be able to perform the physical requirements of this position based on the following PERMANENT LIMITATIONS (please state objective medical reasons):Additional Comments:__________________________________________________________________Physician/Medical Provider SignatureDate___________________________________________Print Physician/Medical Provider NamePlease return to:Puget Sound Vocational Services, Inc.19105 36th Ave. W., Suite 212Lynnwood, WA 98036 Fax: (425) 672-9170 ................
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