Customer Service Representative - Public Works Call Center

City of Oxnard•Oxnard, CA

8d•Onsite

About The Position

The City of Oxnard’s Public Works Department is seeking a Customer Service Representative with strong technical and customer service skills to be part of the Environmental Resources Call Center team. The ideal candidates will have knowledge of standard office practices and procedures, public works services, and be able to communicate information clearly and concisely to a wide range of individuals. The Public Works Customer Service Team (Call Center) provides information and solution-based action for Oxnard residential & business customers on the entire spectrum of City of Oxnard Public Works, with the majority of requests for trash/recycling. Other calls related to public works will be for water, wastewater, street maintenance, parks, facilities &other maintenance services, trees, traffic impacts, signals, engineering/capital projects, special districts, the utility rate assistance program, special workshops and community events. This position will be responsible for a high volume of customer interactions in the Public Works Department’s Call Center. The position will focus on answering phones and assisting customers contacting the Public Works Call Center regarding the full spectrum of department services, programs and projects.

Requirements

High School Diploma or GED
Two (2) years of experience in a customer service setting.
Must be able to effectively communicate in English, both orally and in writing.

Nice To Haves

Bilingual in Spanish highly desirable.
Call center experience

Responsibilities

Use a variety of computer software and billing applications; Wear a headset during an 8-hour work shift.
Handle a large volume of inbound and outbound calls in a timely manner.
Receive and answer daily incoming calls from Oxnard residential (primarily Spanish-speaking) and business customers requesting information and service orders for public works functions such as trash/recycling, water, streets, parks, traffic impacts, and community events.
Generate service orders requested by customers for a variety of public works functions including trash/recycling, water, street maintenance, parks, traffic signals, and other maintenance services.
Assist the public with inquiries by answering questions or tracking down the appropriate public works staff member to provide accurate information and resolution.
Create and maintain a variety of logs and other records.
Possess excellent customer service skills in interacting with customers, residents, businesses, and other City departments.
Verify appropriate service level costs for system entry; prepare and generate appropriate reports.
Maintain an understanding and awareness of the City organization and community.
Use unwavering strong judgment, honesty, and ethical practices in responding to the public’s requests.
Interpret, explain, and apply City rules, regulations, ordinances, and practices.
Use tact, discretion, patience, and understanding in dealing with the public.
Maintains sensitive and confidential information.
Provides internal and external customer service and support; responds to inquiries, complaints and requests for information; performs basic research and gathers required information; and/or refers customers to appropriate resource for more complex requests.
Processes transactions which may include: purchase order/invoice processing; resource requests; processing timesheets; fees/payment processing; account reconciliations; and applications processing.
Enters, reviews, updates, verifies, tracks and/or maintains system data, files, documentation and records related to assignment area; runs and produces routine reports; performs calculations and verifies data.
Prepares, issues and/or distributes correspondence, notices, permits, licenses, forms, documents, reports and/or other records.
Monitors required supplies and equipment maintenance needs; initiates purchase or service requests.
Performs other duties of a similar nature and level as assigned.
Performing front-line customer service, public assistance and revenue processing;
Responding to questions and providing standard information to internal and external customers;
Evaluating and routing requests;
Processing revenue transactions according to standard policies and procedures;
Responding to phone calls and emails;
Researching customer questions or account inquiries;
Setting up or canceling accounts;
Providing procedural information to customers;
Printing out bills;
Entering data and producing standard reports;