Customer Service Representative

Description/Special Instructions

The City of Elk Grove is now accepting applications for the position of

CUSTOMER SERVICE REPRESENTATIVE

The City of Elk Grove Finance Department is looking for a responsible and motivated individual with strong customer service skills to join its team of talented employees. Customer Service Representatives are an integral part of the finance team, providing timely, detailed, and accurate service to members of the public and business owners.

Under general supervision, the incumbent will perform a variety of customer service and cashiering duties. These include but are not limited to licensing, processing payments, permitting, citations, accounting, and records maintenance.

The ideal candidate is detail-oriented, collaborative, able to multi-task, and possesses an innate ability to communicate effectively and courteously with colleagues and customers.

Tentative Recruitment Timeline (subject to change)

Filing Deadline: 11:59 P.M. on June 30, 2024

Written Exam: July 8, 2024 (In Person)

Oral Board Interviews: July 18, 2024 (Virtual)

Selection Interviews: July 23, 2024 (In Person)

The City offers a competitive salary and generous benefit package including CalPERS retirement benefits, a deferred compensation match and more.

Why work for the City of Elk Grove? Proud Heritage. Bright Future.

Community Profile

Elk Grove is a vibrant, family-friendly community of approximately 178,124 people in the Sacramento, California region, located 14 miles south of the State Capital and 60 miles east of the Bay Area. Elk Grove is a young, ethnically diverse, modern city that was incorporated in 2000. Elk Grove has low crime, excellent schools, over 100 community parks and 28 miles of trails, plentiful dining and shopping options, numerous annual events and festivals, and over 270 sunny days per year.

Representative Duties

DEFINITION

Under general supervision, performs a variety of customer service duties in support of an assigned department; serves as the first point of contact for assigned functional areas; processes the receipt of payments, departmental forms, or applications; provides support for accounting, financial, and cashier functions in assigned department; maintains department records; provides information and assistance to customers, the public, City staff and external departments; prepares correspondence and reports as needed; and performs related duties as assigned.

SUPERVISION RECEIVED AND EXERCISED

Receives general supervision from assigned management or supervisory personnel. Exercises no direct supervision over staff.

CLASS CHARACTERISTICS

This journey level classification is responsible for independently performing customer service duties in support of assigned programs and/or functional areas. Positions at this level exercise judgment and initiative in their assigned tasks, 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.

EXAMPLES OF TYPICAL JOB FUNCTIONS (Illustrative Only) Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

• 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.

• Perform 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.

• Performs related duties as assigned.

QUALIFICATIONS

Knowledge of:

• Techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors, and City staff.

• 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.

• Records management principles and procedures including record keeping and filing principles and practices.

• Methods and techniques of clerical accounting, coding, verifying, balancing, and reconciling accounting records.

• Basic mathematical principles.

• Pertinent federal, state, and local laws, codes, and regulations.

• Basic principles and procedures of financial record keeping and reporting.

• Operations, services, and activities offered by the City, area, or function assigned.

• Techniques for effectively representing the City in contacts with the public.

• 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.

• Methods and techniques of preparing general business correspondence.

• City and mandated safety rules, regulations, and protocols.

• The structure and content of the English language at a level necessary to successfully perform the duties assigned.

• 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.

• Understand and interpret federal, state, and local laws, codes, and regulations relevant to the area(s) of assignment.

• Establish and maintain a variety of files and records.

• Perform routine mathematical calculations.

• Read, understand, and review documents for accuracy and relevant information.

• Work and multitask effectively in an environment with frequent interruptions and a high degree of public contact by phone and in person.

• Utilize effective and efficient customer service techniques to interact with internal and external customers, including responding to general inquiries and complaints.

• Effectively use computer systems, software applications relevant to work performed, and modern business equipment to perform a variety of work tasks.

• Communicate clearly and concisely in the English language at a level necessary for successful job performance.

• Use tact, initiative, prudence, and independent judgment within general policy and procedural guidelines.

• Engage with a diverse public and workforce, facilitating inclusive service delivery, and implementing equitable city policies.

• Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

Qualifications

Education and Experience:

Equivalent to the completion of the twelfth grade and one (1) year of experience of experience providing administrative support or customer service in an environment with heavy public contact.

Licenses and Certifications:

• None.

Physical Demands and Work Environment

PHYSICAL DEMANDS

Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone. Standing in and walking between work areas is frequently required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment. Positions in this classification frequently bend, stoop, kneel, and reach to perform assigned duties, as well as push and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects up to 10 pounds. Reasonable accommodations will be made for individuals with disabilities who are qualified to perform essential functions of a position or positions within this classification.

ENVIRONMENTAL CONDITIONS

Employees work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures.

The City of Elk Grove is an equal opportunity employer and is committed to creating a work environment in which all individuals are treated with respect and professionalism. In accordance with the Americans with Disabilities Act, should special accommodations be necessary at any stage of the selection process, please contact the Human Resources Department at (916) 478- 2230. The information above is subject to change without notice.