Customer Service Representative

Salary : $46,358.66 - $65,231.29 Annually

Location : Sacramento, CA

Job Type: Full-Time Career

Job Number: 016972-24-DOU-BSA

Department: Utilities

Division: Business Services Administration

Opening Date: 09/29/2024

Closing Date: 10/27/2024 11:59 PM Pacific

THE POSITION

IDEAL CANDIDATE STATEMENT

The ideal candidate for this position will be equally adept at working within a team and independently, in an environment responding to a high volume of daily customer contacts in person, over the phone, via written and e-mailed correspondence, and/or radio dispatching to City field crews.


To perform a variety of record keeping, general clerical, transaction processing, and public contact and customer service work over the telephone and at a public counter; and direct information requests according to established standards and procedures.


This is the journey-level class in the Customer Service series.
The Customer Service Representative class is distinguished from the Customer Service Assistant in that the latter is the entry-level class in the Customer Service series where incumbents would lack a complete knowledge of unit procedures and standards, and not yet able to perform the full range of duties without immediate supervision.
This class is distinguished from the Customer Service Specialist in that the latter is the advanced journey level class in the series and is considered the technical expert of the series.
Positions in this class are flexibly staffed, and are usually filled by advancement from the lower-level class of Customer Service Assistant.
Appointment to the higher class requires that the employee be performing substantially the full range of duties for the class and meet the qualification standards for the class.


Immediate supervision is provided by a Customer Service Supervisor or higher-level staff.
Lead direction may be provided by higher-level staff.
The Customer Service Representative may provide lead direction to lower-level staff.
ESSENTIAL DUTIES AND RESPONSIBILITIES

- Perform a variety of duties, including typing, proofreading, billing, checking, filing, record keeping, sorting and retrieving documents and records, mail/correspondence, maintaining alphabetical, index, and cross-reference files; folds, staples stuffs and binds a variety of materials for bulk mailings; maintain general mailing lists, registration and other information.

- Represent the City and the department to the public, callers, and visitors in a professional and effective manner over the telephone and at a public counter; take and respond to a high volume of phone calls; follow general customer service policy and procedure; may act as receptionist; provide information on department and division policies and procedures.

- Receive and respond to customer inquiries; screen calls, take messages and complaints, refer customers to appropriate persons regarding services and accounts, and department business lines, including fees, licenses, permits and billing information; provide follow-up on inquiries from the public or staff; and refer or assist in the resolution of problems.

- Utilize various systems to locate information, retrieve, research and review; find out the status of accounts and conditions; create or make adjustments to service requests.

- Create or make adjustments on property/parcels; research and verify correct lot splits, lot mergers, and lot line adjustments; update accounts to provide accurate billing information; update systems and run reports of various computer systems; research and establish correct ownership, change ownership information and deed date; generate inspections; process service records and repair orders received from field crews.

- Operate 2-way radio or other telecommunication device; perform non-safety radio dispatch in order to dispatch field staff, equipment or vehicles to locations as needed; prioritize calls; and obtain and record information and keep radio contact with field personnel.

- Receive payments, make change, issue receipts and print-out account statements for permits, licenses, citation transactions, taxes and service accounts; issue, receive, type and process various applications, license, permits and other forms; input debit applications and cancellation information to customer accounts; issue refunds, notices and other related documents and information within established procedures; and update service accounts, permit, license and citation information systems.

- Receive, open and process mail containing fees for various City services, including licenses, permits, citation payments, and utility payments; process outgoing correspondence and credit card payments.

- Gather information from customers and complete appropriate property/parcel forms necessary to establish and stop services; adjust and reconcile records and billing as necessary to reflect changes in service; verify accuracy, waive penalties, and may perform collection efforts on delinquent accounts for City services, fees, licenses, permits and taxes.

- Operate standard office equipment such as telephone, calculator, typewriter, teletypewriter (TTY)/ telecommunications device for the deaf (TTD), personal computer, facsimile machine, microfiche and microfilm readers, remittance processors, money counting machines, electronic cash registers, adding machine, and other office equipment.

- Perform notary services.

- Assist in the training of other employees.

- Provides exceptional customer service to those contacted in the course of work.

- Other related duties may also be performed; not all duties listed are necessarily performed by each individual.
QUALIFICATIONS

Knowledge of:

- English usage, spelling, grammar, and punctuation.

- Proper public and telephone contact practices.

- Basic financial record keeping procedures and methods.

- Methods and equipment used in processing payment and other fees.

- Modern office practices, procedures and equipment, including filing systems.

- Basic mathematical principles and procedures.

- Assessing maps, as assigned including geographic information systems (GIS), parcel, subdivision, etc.

- Computer operations, including computer software applications and other specialized business applications.

- Organization, procedures and operating details of City department to which assigned.


Skills in:

- Computer keyboard, typewriter and 10-key calculator.

- Working as part of a team.

- Phone skills and diplomacy.

- Computer and Internet searches.


Ability to:

- Exercise tact, judgment and patience in dealing with the public, staff and client departments.

- Be flexible with changes in policies and procedures
- Work under pressure.

- Operate standard office equipment, including adding machine, personal computers, 2-way radio and other office equipment.

- Interpret and apply City regulations and procedures as applicable to billing, fees and collections.

- Learn the organization, procedure and operation details of the City.

- Use a variety of business software applications in order to complete assigned duties in a timely manner.

- Use good judgment in the application of City policies, regulations and procedures.

- Work any shift, including weekends and holidays is mandatory for some assignments.

- Maintain appropriate records and reports.

- Type at a speed of not less than 35 net words per minute.

- Perform mathematic calculations.

- Understand and follow oral and written instructions.

- Work with minimal supervision.

- Speak clearly and concisely.

- Perform notary services.

- Work with a diverse group.

- Establish and maintain effective working relationships with those contacted in the course of work.

- Perform concurrently multiple customer service related duties.


EXPERIENCE AND EDUCATION

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

Experience:

Two (2) years of increasingly responsible experience performing a wide variety of general clerical, reception, public contact, and public service work, providing information and/or directing request over the telephone and at a public counter.


Education:

Equivalent to the completion of the twelfth grade.


PROOF OF EDUCATION

Should education be used to qualify for this position, then proof of education such as, but not limited to, university/college transcripts and degrees should be submitted with your application and will be required at the time of appointment.
Unofficial documents and/or copies are acceptable.


An applicant with a college degree obtained outside the United States must have education records evaluated by a credentials evaluation service.
Evaluation of education records will be due at time of appointment. SPECIAL QUALIFICATIONS Driver License:

Some assignments may require possession of a valid California Class C Driver License.
Individuals who do not meet this requirement due to physical disability will be reviewed on a case-by-case basis.


PROBATIONARY PERIOD:

Employees must complete twelve (12) months of probation at a satisfactory performance level prior to gaining permanent status.
THE SELECTION PROCEDURE Please note, the City of Sacramento's preferred method of communication with applicants is via e-mail.
As such, please ensure you verify the e-mail address on your application, and check your e-mail frequently, including your spam and junk folders.
All e-mail notifications can also be accessed through the governmentjobs.com applicant inbox.

1.
Application: (Pass/Fail) - All applicants must complete and submit online a City of Sacramento employment application by the final filing deadline; Employment applications must be submitted online; paper applications will not be accepted.
Employment applications will be considered incomplete and will be disqualified: If applicants do not list current and/or past job-related experience in the duties area of the "Work Experience" section.
Note: Qualifying experience is based on full-time experience (40 hours per week).
Qualifying experience is calculated to the full-time equivalent (pro-rated if less than 40 hours/week). If "see resume" is noted in the "Work Experience" section; a resume will not substitute for the information required in the "Work Experience" section.
Proof of education such as, but not limited to, university/college transcripts and degrees should be submitted online with your application.
Proof of education will be required at time of appointment. Position/job titles will not be considered in determining eligibility for meeting the minimum qualifications for this position.
If you're requesting Veteran's credit, a copy of your DD214 must be submitted online with your application or emailed to the Employment Office by the final filing deadline.
Information regarding the use of Veteran's credit can be found in the Civil Service Board rules under rule Applicants are responsible for attaching a copy of their DD214 to each position for which they apply.
2.
Training and Experience Exam: (Weighted 100%) - The questions located at the end of the application are the Training and Experience (T&E) Exam.Responses to the T&E questions will be rated and scored.
This exam will evaluate the relevance, level, and progression of a candidate's education, training and experience.
The exam score will determine your ranking on the eligible list for this job.
When completing the T&E questions, please note: Responses to the T&E questions must be submitted online; paper questionnaires will not be accepted.
A resume will not substitute for the information required in the T&E questions.
3. Eligibility: Candidates who pass the Training and Experience Test will be placed on the eligible list.
The hiring department may contact candidates for interview at any time during the life of the one-year list.
Candidate's eligibility expires one year from the date of notification of a passing score for the Customer Service Representative examination.


4. Screening Committee: (Pass/Fail)- All candidates that pass the examination and are in one of the top three ranks will have their application forwarded to the hiring department for review.
The hiring department will select the most competitive applications for further consideration.
Human Resources will only evaluate employment applications for the minimum qualifications, as stated on the job announcement, for applications selected by the hiring department.

5. Conditional Hire: Upon receipt of a conditional offer, the selected candidate must complete and pass Live Scan/fingerprinting.
If applicable, candidates may also need to pass a pre-employment medical exam, controlled substance and/or alcohol test, and possess any required licensure or certification prior to receiving a start date from the Department.
Failure to meet these prerequisites will be grounds for withdrawal of your conditional offer of employment.

QUESTIONS:
For questions concerning this job announcement and the application process: Please visit for a comprehensive, step-by-step guide to the application process.
For technical support between 6 AM - 5 PM PT, contact Live Applicant Support at (855) 524-5627.
Visit the City of Sacramento Human Resources Department website at ; Send an email to ; or Call the Human Resources Department at (916) 808-5726

Bilingual Pay
Did you know that the City offers bilingual pay?
That's right, most labor agreements offer the option of providing employees with bilingual pay if the department deems it to be operationally necessary.


Pension Reform Act
The City of Sacramento is covered by the California Public Employees' Retirement System, and as such, must adhere to the California Public Employee's Pension Reform Act (PEPRA) of 2013.
Please note that the provisions within this act may affect or impact an applicant's eligibility and/or selection for open vacancies at the City of Sacramento.


Equal Opportunity Employer
The City of Sacramento is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.


Additional Information
Civil Service Rules:

Union Contracts:

Salary Schedule:

01

APPLICATION: I understand my application must meet the minimum qualifications for consideration of employment with the City of Sacramento.
The experience I list in the duties area of the "Work Experience" section of the employment application will be used to determine if I meet the minimum qualifications as stated on the job announcement.
A resume, responses to the supplemental questions requiring a narrative response, employment history listed elsewhere in the application or attachments will not substitute for the information required in the "Work Experience" section of the employment application.
Position/job titles will not be considered in determining eligibility for meeting the minimum qualifications for this position.
Note: Qualifying experience is based on full-time experience (40 hours per week).
Qualifying experience is calculated to the full-time equivalent (pro-rated if less than 40 hours/week).Please refer to the City of Sacramento's Applicant Resources Page for Screening Instructions: https://www.cityofsacramento.gov/HR/employment Yes

02

PROOF OF EDUCATION: To qualify for this classification you may use any combination of education and/or experience as listed to provide required knowledge, skills, and abilities.I understand proof of education such as, but not limited to, university/college transcripts and degrees should be submitted with my application and will be required at the time of appointment if I am using education to qualify for this position.Please refer to the City of Sacramento's Proof of Education Requirements (https://www.cityofsacramento.gov/HR/employment) for information on accepted documentation.
Yes

03

EDUCATION CONFIRMATION: If I am using education to qualify for this position, I attest I possess or will possess the following level of education by time of appointment if I am selected for this position.
No units from an accredited college or university Less than 30 semester or 45 quarter units from an accredited college or university 30 semester or 45 quarter units from an accredited college or university 60 semester or 90 quarter units from an accredited college or university Associates Degree 90 semester or 135 quarter units from an accredited college or university Bachelors Degree Masters Degree Doctorate

04

TRAINING AND EXPERIENCE EXAMINATION: The following questions are the Training and Experience (T&E) Examination.
In addition to the City of Sacramento employment application, applicants must complete and submit online responses to the T&E questions.
This exam will evaluate the relevance, level, and progression of a candidate's education, training and experience.
Therefore, your responses to the T&E Exam questions should be thorough and complete because the exam score will determine your ranking on the eligible list for this job.
In accordance with the City of Sacramento's Racial and Gender Equity Action Plan (RGEAP), this examination contains non-binary names and pronouns.
For additional information regarding the City's RGEAP, please copy and paste the following link into a web browser: http://www.cityofsacramento.org/-/media/Corporate/Files/CMO/City-of-Sacramento-RGEAP-v810012020.pdf?la=enI understand and agree to the above instructions. Yes

05

Select all the software programs you are proficient in and use on a regular basis in the administration of your job and/or education.
Microsoft Outlook or equivalent Microsoft Word or equivalent Microsoft Excel or equivalent Microsoft PowerPoint or equivalent Microsoft Access or equivalent Microsoft Visio or equivalent Adobe Acrobat Professional HRIS software Applicant Tracking System software Accounting software None of the above

06

Select the one option that best describes your experience performing financial administrative and transactional duties such as issuing invoices and receipts, and processing payments for various services, licenses and permits: Four years or more At least three years, but less than four years At least two years, but less than three years At least one years, but less than two years Less than one year

07

Select the one option that best describes your experience performing duties such as maintaining records and databases to assist with informational requests and enter status updates.
Four years or more At least three years, but less than four years At least two years, but less than three years At least one years, but less than two years Less than one year

08

Select the option that best describes your experience assisting customers in-person, on the phone, or by email by providing policy/procedure information and guiding them to the appropriate resources: Four years or more At least three years, but less than four years At least two years, but less than three years At least one years, but less than two years Less than one year

Required Question