Customer Service Specialist I/II

City of San Clemente•San Clemente, CA

1d•Onsite

About The Position

If you thrive in a team-oriented environment, our beachside recreation department is the perfect place to grow. As a Customer Service Specialist, you’ll be part of a collaborative staff that works together to create positive experiences for residents of all ages. If you’re ready to bring your enthusiasm, professionalism, and people-first mindset to a supportive coastal workplace, we’d love to have you join our team. Under general supervision, to perform a variety of customer service functions, including processing requests for facility park permits, receiving payments and issuing receipts, inputting data into the computer and resolving customer complaints; and to perform a variety of clerical functions related to assigned area of responsibility. DISTINGUISHING CHARACTERISTICS Customer Service Specialist I: This is the entry level class in the Customer Service Specialist series. This class is distinguished from the Customer Service Specialist II by the performance of the more routine tasks and duties assigned to positions within the series including assuming responsibility for less complex projects. Customer Service Specialist II: This is the journey level class within the Customer Service Specialist series. Employees within this class are distinguished from the Customer Service Specialist I by the performance of the full range of duties as assigned including working independently and assuming full responsibility for assigned projects. Employees 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.

Requirements

Customer service techniques.
Basic accounting principles and practices.
Record keeping methods and techniques.
Cash handling techniques.
Modern office procedures, methods and computer equipment.
Principles of mathematics.
Pertinent federal, state and local laws, codes and ordinances.
Maintain tactfulness and courtesy during high stress situations.
Perform mathematical calculations accurately and quickly.
Operate a computer and office equipment in a safe and efficient manner.
Read, understand, interpret and explain City policies and procedures.
Learn the functions, operations, organizational structure, and policies/procedures of the assigned department.
Work independently, multi-task and complete work assignments in an effective and timely manner, while working in a setting with changing deadlines and frequent interruptions.
Communicate clearly and concisely, both verbally and in writing.
Maintain effective working relationships with those contacted in the course of work.
One year of experience in customer services with an agency, company, or organization (for Customer Service Specialist I).
Two years of experience in customer service with an agency, company, or organization (for Customer Service Specialist II).
One year as a Customer Service Specialist with the City of San Clemente (for Customer Service Specialist II).
Equivalent to the completion of the twelfth grade.

Responsibilities

Provide front counter assistance; explain policies and procedures in assigned area; respond to and resolve customer concerns and issues.
Receive and process payments; input data into the computer; operate the cash register; compute change and issue receipts.
Balance and reconcile cash drawer; count and verify cash and related reports; maintain accurate records.
Maintain a variety of files and records; ensure information is current and accurate; research and retrieve files, as necessary.
Order supplies and equipment for assigned area.
Answer phone calls; and provide information to the public.
Provide back-up support to lower-level staff.
Assist non-profit organizations and private individuals with the booking of City rental facilities for meetings, parties, wedding/receptions, and sport field and park usage.
Oversee facility set-up staff responsible for event set-up.
Process recreation class registrations in specialized recreation software.
Assist customers in obtaining or meeting specialized requirements such as guard service, liability insurance, and bartender or caterer information.
Process weekly facility schedule and coordination of scheduling for facility set-up staff.