Customer Service Representative I/Ii, Part-Time (Assigned To Human Resources/Risk Management)

Salary: See Position Description

Location : Chino, CA

Job Type: Part-time

Job Number: 202400063

Department: Human Resources/Risk Management

Opening Date: 10/22/2024

Closing Date: 11/5/2024 11:59 PM Pacific

Job Description Customer Service Representative I Salary - $22.60 - $27.48 per hour Customer Service Representative II Salary - $24.95 - $30.33 per hour (Assignment is based on qualifications.
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The City of Chino Human Resources/Risk Management Department is seeking a Customer Service Representative who enjoys working in a collaborative team environment, is dependable, detail oriented, and is eager to learn.
Must be available to work 35 hours per week, Monday through Friday.

Nepotism Policy: The City's Nepotism Policy prohibits any employee of the Human Resources/Risk Management Department from having relatives employed by the City.
Please contact Human Resources/Risk Management with any questions related to this policy.

Definition:

Under immediate (Customer Service Representative I) or general (Customer Service Representative II) supervision, performs a variety of clerical and administrative duties in support of City staff and functions which may include account processing and recordkeeping activities in support of the City; provides assistance to staff and the public at the front desk and via phone and email; reviews, processes, and files documents and records; and performs related duties as assigned.

Duties/Responsibilities Class Characteristics:

Customer Service Representative I: This is the entry-level classification in the Customer Service Representative series.
Initially under close supervision, incumbents learn and perform a wide variety of office support functions, clerical duties, and other customer service work.
As experience is gained, assignments become more varied, complex, and difficult; close supervision and frequent review of work lessen as an incumbent demonstrates skill to perform the work independently.
Positions at this level usually perform most of the duties required of the positions at the Customer Service Representative II level but are not expected to function at the same skill level and usually exercise less independent discretion and judgment in matters related to work procedures and methods.
Work is usually supervised while in progress and fits an established structure or pattern.
Exceptions or changes in procedures are explained in detail as they arise.

Customer Service Representative II: This is the fully qualified journey-level classification in the Customer Service Representative series.
Positions at this level are distinguished from the Customer Service Representative I level by the performance of the full range of duties as assigned, working independently, and exercising judgment and initiative.
Positions at this level receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of the operating procedures and policies of the work unit.


Essential Functions:

Positions at the Customer Service Representative I level may perform some of these duties and responsibilities in a learning capacity.

Answers incoming telephone calls; provides information and answers questions; addresses issues and concerns from members of the public, vendors, and City staff; refers issues to the appropriate staff or department; checks and replies to voicemail and email messages; greets visitors and residents at City facilities; distributes literature pertaining to City services and events.Composes, types, formats, and proofreads a variety of documents and correspondence from written, recorded, or printed sources and verbal instructions, including presentations, staff reports, public notices, letters, emails, memoranda, budget reports, spreadsheets, flyers, and directories; checks drafts for punctuation, spelling, and grammar, and suggests corrections.Collects and distributes incoming mail, packages, email communications, correspondence, reports, requests for service, and complaints to appropriate staff; receives, processes, and tracks documents for completeness and accuracy, including work orders, permits, timesheets, invoices, purchase orders, requisitions, and deposit slips.Organizes, archives, scans, copies, maintains, and retrieves records, documents, reports, and files; maintains and/or establishes filing systems; audits files for compliance with federal, state, and local laws and records retention schedules; purges files in accordance with established rules.Compiles and records statistical data; creates routine reports by extracting and/or tabulating information from a variety of sources.Creates and edits department media, including website content, online forms, calendars, and newsletters.Collects fees and payments from the public; maintains records of and reconciles revenues collected; prepares and coordinates cash deposits; provides support to cashiering staff.Orders supplies, equipment, and materials; ensures adequate inventory of department supplies; seeks competitive price quotes from various vendors; schedules equipment repairs and maintenance issues.Schedules and coordinates appointments, meetings, seminars, conferences, and training sessions; acts as meeting and/or committee secretary; prepares meeting agendas and informational packets.Observes and complies with all City and mandated safety rules, regulations, and protocols.Performs related duties as assigned. Qualifications

Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying.
A typical way to obtain the required qualifications would be:

Education: Customer Service Representative I/II: Equivalent to completion of the twelfth (12th) grade. Experience: Customer Service Representative I: One (1) year of clerical experience.Customer Service Representative II: Two (2) years of increasingly responsible clerical experience.The ability to type at a speed of 40 net words per minute (desirable). Knowledge of: Principles and practices of effective reception and telephone techniques including proper telephone etiquette.Basic mathematical practices.Basic principles of handling cash including making cash deposits.Principles and practices used to establish and maintain files and information retrieval systems.Principles of business letter writing and basic report preparation.Applicable federal, state, and local laws, codes, and regulations as well as industry standards and best practices pertinent to the assigned area of responsibility.City and mandated safety rules, regulations, and protocols.Techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors, and City staff.The structure and content of the English language, including the meaning and spelling of words, rules of composition, and grammar.Modern equipment and communication tools used for business functions and program, project, and task coordination, including computers and software programs relevant to work performed. Ability to: Learn the organization, operation, and services of the City and of outside agencies as necessary to assume assigned responsibilities.
Learn, interpret, and apply general administrative and departmental policies and procedures.
Enter data at a speed necessary for successful job performance.
Set up and maintain a variety of files and records.
Prepare clear and concise reports, correspondence, documentation, and other written materials.
Organize work, set priorities, meet critical deadlines, and follow-up on assignments.
Effectively use computer systems, software applications relevant to work performed, and modern business equipment to perform a variety of work tasks.
Communicate clearly and concisely, both orally and in writing, using appropriate English grammar and syntax.
Use tact, initiative, prudence, and independent judgment within general policy and procedural guidelines.
Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work. Special Requirements Receive satisfactory results from a background investigation, a physical examination, which includes a drug screen, and an administrative review. Physical Profile:

Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone.
This is primarily a sedentary office classification although standing in work areas and walking between work areas may be required.
Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment.
Positions in this classification occasionally bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information.
Employees must possess the ability to lift, carry, push, and pull materials and objects up to 25 pounds.

Details:

Department/Division: Human Resources/Risk Management

Reports To: Senior Human Resources/Risk Management Analyst

Employee Unit:

Part-time/Temporary/Seasonal

Part-Time Benefits Include: 12 Half-Day Holidays Sick Leave (24 hours) Retirement Plan through MissionSquare or CalPERS if current membership Bilingual Pay (as required by department) Opportunity to purchase health insurance if Affordable Care Act (ACA) eligibility requirements are met (work 30 hours per week)

01

Each applicant must complete this supplemental questionnaire as a part of the application screening and selection process.
The information you provide will be reviewed and used to determine your eligibility to move forward in the selection process.
Incomplete responses, false statements, omissions, or partial information may result in disqualification from the selection process.
Do you agree to answer each supplemental question truthfully and that your responses can be verified from information included within the application?
Yes No

02

How many years of clerical experience do you possess?
I do not have clerical experience. I have 1 - 2 years of clerical experience. I have 2+ years of experience.

03

Please briefly describe your experience performing clerical duties.


04

This position requires the ability to work 35 hours per week, Monday through Friday.
Are you available to work this schedule?
Yes No

05

While not required, do you have the ability to type at a speed of 40 net words per minute?
Yes No

Required Question