Customer Service Representative

Customer Service Representative

This job posting will automatically close upon the receipt of 150 applications or at the final filing deadline, whichever occurs first. With supervisor approval, incumbents may be eligible for intermittent remote work; however, they must physically reside within the Sacramento region or have the ability to regularly report to a City of Sacramento physical worksite with little notice.

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 include :

• Performing 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.
• Representing 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.
• Receiving and responding to customer inquiries; screening calls, taking 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.
• Utilizing various systems to locate information, retrieve, research and review; find out the status of accounts and conditions; create or make adjustments to service requests.
• Creating or making 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.
• Operating 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.
• Receiving payments, making change, issuing 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.
• Receiving, opening and processing mail containing fees for various City services, including licenses, permits, citation payments, and utility payments; process outgoing correspondence and credit card payments.
• Gathering information from customers and completing 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.
• Operating 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.
• Performing notary services.
• Assisting in the training of other employees.
• Providing exceptional customer service to those contacted in the course of work.

Qualifications include knowledge of English usage, 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, basic mathematical principles and procedures, assessing maps, computer operations, organization, procedures and operating details of City department, computer keyboard, typewriter and 10-key calculator, working as part of a team, phone skills and diplomacy, computer and internet searches, exercising tact, judgment and patience in dealing with the public, staff and client departments, being flexible with changes in policies and procedures, working under pressure, operating standard office equipment, interpreting and applying City regulations and procedures as applicable to billing, fees and collections, learning the organization, procedure and operation details of the City, using a variety of business software applications in order to complete assigned duties in a timely manner, using good judgment in the application of City policies, regulations and procedures, working any shift, including weekends and holidays, maintaining appropriate records and reports, typing at a speed of not less than 35 net words per minute, performing mathematic calculations, understanding and following oral and written instructions, working with minimal supervision, speaking clearly and concisely, performing notary services, working with a diverse group, and establishing and maintaining effective working relationships with those contacted in the course of work.

The selection procedure includes application, training and experience exam, eligibility, and conditional hire. For questions concerning this job announcement and the application process, please visit the City of Sacramento Human Resources Department website or contact the Human Resources Department.