Customer Service Representative

Customer Service Representative

Come join the City of Santa Rosa as a Customer Service Representative!

The City of Santa Rosa is committed to building a workforce reflective of our community and establishing a lasting culture of equity and belonging within our organization. Our collective talents and expertise contribute to high-quality public services that support a vibrant, resilient, inclusive City for our community and visitors. We celebrate a diverse workforce and welcome all qualified candidates to apply.

Benefits of City employment include a challenging, rewarding work environment, excellent salary, retirement through CalPERS, a competitive leave accrual package, your choice of two health plans, a flexible spending program, and top of the line employer paid vision and dental coverage.

Join an innovative and mission-driven team at Santa Rosa Water. Santa Rosa Water is seeking dedicated professionals to help us deliver essential water services to our community. As a public enterprise funded entirely by water rates and service fees, we offer a uniquely resilient work environment. Our funding model ensures long-term financial sustainability, allowing us to invest in our infrastructure, workforce, and innovation.

About the position : Customer Service Representatives provide various types of office support, including responding to customer inquiries, maintaining customer accounts, processing requests for service, processing tax registration forms, and receiving payments according to specific guidelines and procedures. This position is distinguished from the general office support positions in that the responsibilities include extensive public contact in situations requiring problem resolution, and duties which relate specifically to the maintenance of accounts.

The ideal candidate has computer literacy, a flexible and collaborative work style, emotional intelligence, and attention to detail.

The selection process will include a minimum qualification assessment and may also include an application and supplemental questionnaire review, and / or a skills exam. Hiring departments may conduct an initial interview and final selection interview. Additional requirements, such as successful completion of a physical exam, drug screen, etc., may apply, depending on the duties and responsibilities of the position.

For more information about this exciting opportunity, please contact Alberto Sanchez at Asanchez@srcity.org.

Essential duties include understanding, interpreting, and providing information regarding department services to the public or other City employees in person, over the telephone, by mail, or by electronic means; interpreting and explaining policies, procedures and regulations; researching and following up on customer inquiries and responding to questions; providing customer information regarding payments due; entering data and retrieving customer information utilizing a variety of software programs; explaining services, fees and rate structures; balancing cash receipts and preparing deposit documents; verifying and reconciling computer produced reports and records; adjusting customer accounts or parking citations; preparing customer billing information and adjustments; researching and making decisions regarding collection of payment on overdue items; maintaining and reconciling customer and accounting files; receiving payments and issuing receipts; reviewing and preparing standard correspondence; processing and distributing incoming mail; maintaining and ordering supplies and equipment; scheduling and coordinating conference rooms; maintaining and balancing department petty cash; processing payment requests; recording and processing minutes from meetings; answering large volume of incoming calls and responding to customer inquiries; processing daily online and banking payment files; reviewing tax remittances and required documentation.

Additional duties may include processing bankruptcies, generating court appearance notices, utilizing remittance processing equipment, auditing meter readings, maintaining a computerized accounts receivable system, generating monthly revenue reports, monitoring and following up on installment / note agreements, performing basic skip tracing, coordinating and interacting with other city departments, and performing related duties as assigned.

Required knowledge includes standard office practices and procedures, filing methods, operation of modern office equipment, correct spelling, punctuation and grammatical usage, basic business arithmetic, practices and procedures related to accounting for cash receipts and maintenance of revenue accounts, basic business data processing principles as applied to revenue record keeping.

Required ability includes making accurate arithmetic calculations, maintaining accurate records and files, understanding and carrying out written and oral instructions, producing written documentation, performing detailed clerical work and maintaining attention to detail, establishing and maintaining effective working relationships, balancing cash receipts and maintaining accurate financial records, working independently, making sound judgments, researching information and solving customer service problems, interpreting ordinances and codes, interacting tactfully and effectively with customers.

Required experience and education include experience performing office support and customer assistance work in which a major duty was working with accounts and interpreting and explaining policies and procedures to the public, experience in a call center, billing or public agency setting, and equivalent to completion of the twelfth grade. License or certificate required : physically capable of operating a motor vehicle safely and possess a valid, Class C, California Drivers License, OR ability to travel on scheduled or unscheduled visits.