Customer Service Representative

City of Elk Grove•Elk Grove, CA

18d•Onsite

About The Position

The City of Elk Grove is seeking a professional, patient, and service-oriented Customer Service Representative to provide high-quality administrative and customer support to the Code Enforcement Division and Housing and Public Services Division. This role serves as the primary first-point of contact for residents, tenants, business owners, property owners, and community members, handling inquiries related to code enforcement, housing, and homelessness services. The ideal candidate will have proven customer service experience, excellent communication skills, and the ability to de-escalate sensitive situations. Experience in triaging calls, gathering information, and routing requests is essential. Familiarity with databases, case management systems, and record-keeping is desired. The successful candidate will be organized, dependable, possess sound judgment, strong interpersonal skills, attention to detail, and a commitment to responsive, respectful, and solution-oriented service.

Requirements

Completion of the twelfth grade
One (1) year of experience providing administrative support or customer service in an environment with heavy public contact.
Knowledge of techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors, and City staff.
Knowledge of records management principles and procedures including record keeping and filing principles and practices.
Knowledge of methods and techniques of clerical accounting, coding, verifying, balancing, and reconciling accounting records.
Knowledge of basic mathematical principles.
Knowledge of pertinent federal, state, and local laws, codes, and regulations.
Knowledge of basic principles and procedures of financial record keeping and reporting.
Knowledge of operations, services, and activities offered by the City, area, or function assigned.
Knowledge of techniques for effectively representing the City in contacts with the public.
Knowledge of diversity, equity, inclusion, and belonging concepts and principles, including their significance in organizational dynamics and the functioning of the City and their impact on fostering innovation and collaboration.
Knowledge of methods and techniques of preparing general business correspondence.
Knowledge of City and mandated safety rules, regulations, and protocols.
Knowledge of the structure and content of the English language at a level necessary to successfully perform the duties assigned.
Knowledge of current 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 understand the organization, operation, and services offered by the City and of outside agencies as necessary to assume assigned responsibilities.
Ability to understand and interpret federal, state, and local laws, codes, and regulations relevant to the area(s) of assignment.
Ability to establish and maintain a variety of files and records.
Ability to perform routine mathematical calculations.
Ability to read, understand, and review documents for accuracy and relevant information.
Ability to work and multitask effectively in an environment with frequent interruptions and a high degree of public contact by phone and in person.
Ability to utilize effective and efficient customer service techniques to interact with internal and external customers, including responding to general inquiries and complaints.
Ability to effectively use computer systems, software applications relevant to work performed, and modern business equipment to perform a variety of work tasks.
Ability to communicate clearly and concisely in the English language at a level necessary for successful job performance.
Ability to use tact, initiative, prudence, and independent judgment within general policy and procedural guidelines.
Ability to engage with a diverse public and workforce, facilitating inclusive service delivery, and implementing equitable city policies.
Ability to establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

Nice To Haves

Proven customer service experience either in the public or private sector.
Demonstrated ability to communicate clearly, calmly, and professionally with members of the public.
Experience successfully de-escalating upset or frustrated customers.
Experience using general databases, case management systems, or similar software platforms.
Ability to maintain accurate records, document contacts, and track follow-up items.
Experience successfully de-escalating upset or frustrated customers is highly desired, as this position will often involve helping individuals navigate sensitive, complex, or emotionally charged situations.
A strong candidate will also have experience triaging calls and service requests, gathering accurate information, determining the appropriate next steps, and routing matters to the proper staff, department, or service provider.

Responsibilities

Serves as the first point of contact in person, over the phone, and through electronic means for functional areas that have heavy contact with the public.
Provides customer service and assistance to the public in person, by phone, or by mail; responds to inquiries; explains internal processes, procedures, and requirements for a variety of transactions, services, or activities.
Receives and responds to requests for information, records, and documents; converts hardcopy records into digital formats; indexes digital records into an electronic records system; maintains electronic and hardcopy files; files and retrieves record copies; responds to public complaints.
Receives and processes department forms; verifies accuracy of information on forms, collects appropriate fees, and posts payments; routes forms to appropriate departments for review and action.
Compiles, reviews, and records financial data to various departmental accounts; resolves discrepancies; establishes and maintains various files and records; balances cash; prepares and delivers bank deposits.
Performs a variety of cashier duties, including acceptance of payments in the form of cash, check, or credit card payments for department fees.
Performs a variety of general office support functions including typing, record keeping, and proofreading; maintains department schedules; creates correspondence with community members regarding donations, refunds, payment plans or other business transactions.
Assists in the preparation of reports; gathers and organizes data; prepares and maintains a variety of files, logs, records, and reports.
Receive, review, and process mail for assigned department; process return to sender mail; creates mailers and distributes mail throughout the department.
Maintains reception area and ensures all public areas clean and tidy; secures and opens reception area at assigned business hours.
Monitors and maintains adequate quantities of supplies and forms; orders supplies and forms, as necessary.
When assigned to Animal Services/Animal Shelter: Employees are regularly exposed to animals and are required to perform animal handling as part of their duties.