Customer Service Representative (Call Center)

City of Sacramento (CA)•Sacramento, CA

37d

About The Position

The Customer Service Representative reports to the Customer Service Supervisor within the Customer Service Unit within the Department of Utilities. IDEAL CANDIDATE STATEMENT The ideal candidate will demonstrate a commitment to and enthusiasm for providing excellent customer service. They will preferably have call center experience, banking, or cashiering experience. They will also be able to explain complex billing issues to customers while effectively managing a high volume of customer interactions. 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.- 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.

Requirements

Knowledge of: English usage, spelling, grammar, and punctuation.
Knowledge of: Proper public and telephone contact practices.
Knowledge of: Basic financial record keeping procedures and methods.
Knowledge of: Methods and equipment used in processing payment and other fees.
Knowledge of: Modern office practices, procedures and equipment, including filing systems.
Knowledge of: Basic mathematical principles and procedures.
Knowledge of: Assessing maps, as assigned including geographic information systems (GIS), parcel, subdivision, etc.
Knowledge of: Computer operations, including computer software applications and other specialized business applications.
Knowledge of: Organization, procedures and operating details of City department to which assigned.
Skills in: Computer keyboard, typewriter and 10-key calculator.
Skills in: Working as part of a team.
Skills in: Phone skills and diplomacy.
Skills in: Computer and Internet searches.
Ability to: Exercise tact, judgment and patience in dealing with the public, staff and client departments.
Ability to: Be flexible with changes in policies and procedures
Ability to: Work under pressure.
Ability to: Operate standard office equipment, including adding machine, personal computers, 2-way radio and other office equipment.
Ability to: Interpret and apply City regulations and procedures as applicable to billing, fees and collections.
Ability to: Learn the organization, procedure and operation details of the City.
Ability to: Use a variety of business software applications in order to complete assigned duties in a timely manner.
Ability to: Use good judgment in the application of City policies, regulations and procedures.
Ability to: Work any shift, including weekends and holidays is mandatory for some assignments.
Ability to: Maintain appropriate records and reports.
Ability to: Type at a speed of not less than 35 net words per minute.
Ability to: Perform mathematic calculations.
Ability to: Understand and follow oral and written instructions.
Ability to: Work with minimal supervision.
Ability to: Speak clearly and concisely.
Ability to: Perform notary services.
Ability to: Work with a diverse group.
Ability to: Establish and maintain effective working relationships with those contacted in the course of work.
Ability to: Perform concurrently multiple customer service related duties.
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.

Nice To Haves

The ideal candidate will demonstrate a commitment to and enthusiasm for providing excellent customer service.
They will preferably have call center experience, banking, or cashiering experience.
They will also be able to explain complex billing issues to customers while effectively managing a high volume of customer interactions.

Responsibilities

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.