Customer Service Representative - Public Works Call Center

Description

This employment opportunity is open to all qualified candidates.

Only the first 50 qualified applicants will be considered for this employment opportunity.

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 candidate 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.

WHAT YOU'LL DO:

• Use a variety of computer software and billing applications;

• Wear a headset during 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, 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

Payroll/Classification Title: Administrative Services Technician, Senior

SUPERVISION EXERCISED/ SUPERVISION RECEIVED:

Receives general supervision from Customer Service Manager and Environmental Resources Manager on routine items that are performed according to established standards and procedures and receives specific work instruction regarding non-routine matters and deadlines.

DISTINGUISHING CHARACTERISTICS:

This classification is distinguished from the Administrative Services Technician in that it performs more advanced processing of transactions and performs basic research, verification and reconciliation of accounts, data and/or other information related to the assignment area.

WORK SCHEDULE: The work week schedule for this recruitment is generally between the hours of Monday through Friday from 8:00 a.m. to 5:00 p.m. This position may be required to be available to work additional hours as needed to respond to workload needs. The work schedule is subject to change based on operational needs.

Essential Functions

(This class specification represents only the core areas of responsibilities; specific position assignments will vary depending on the needs of the Department.)

• 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 resources 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.

POSITION SPECIFIC RESPONSIBILITIES MIGHT INCLUDE:

Positions assigned to customer service may be responsible for:

• 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;

• Collecting, processing and reconciling payments;

• Preparing deposits;

• Assisting with audits and cash balancing;

• Setting up or canceling accounts;

• Providing procedural information to customers;

• Printing out bills;

• Entering data and producing standard reports;

• Operating equipment such as a cash register and remittance processor.

Minimum Qualifications

The following are the minimum qualifications necessary for entry into the classification:

EDUCATION:

• High School Diploma or GED

EXPERIENCE:

• Two (2) years of experience in a customer service setting, preferably including call center experience

OTHER REQUIREMENTS:

• Must be able to communicate in English effectively both orally and in writing.

• Bilingual in English and Spanish may be required for some positions.

General Information

APPLICATION PROCESS:

• Submit NEOGOV/Government Jobs on-line application.

• Complete and submit responses to the supplemental questions, if required.

• Upload resume, cover letter, proof of degree (transcript), or other requested documents.

Your application may be rejected as incomplete if you do not include the relevant information in the online application and include the information only on the resume. Applications and/or Supplemental Questionnaires that state "see my resume" or "see my personnel file" are considered incomplete and will not be accepted. Cover letters and/or optional resumes are not accepted in lieu of a completed application.

The list of qualified candidates established from this recruitment may be used to fill other full-time, part-time, and temporary assignments. There is currently one (1) full-time vacancy within the Public Works Department.

Selected candidate(s) must pass a thorough background investigation.

UNION MEMBERSHIP: Positions in this classification are represented by the Service Employees International Union (SEIU).

NOTE: For most positions, the City of Oxnard relies on office automation (Microsoft Office/Google) and web-based enabled tools, therefore candidates must be proficient and comfortable with computer use to perform functions associated with on-going work.

Regular and reliable attendance, effective communication skills, and development of effective working relationships are requirements of all positions.

Employees are required to participate in the City's direct deposit plan and are paid on a bi-weekly basis.

Pursuant to California Government Code Section 3100, all public employees are required to serve as disaster service workers subject to such disaster service activities as may be assigned to them.

EQUAL OPPORTUNITY: The City of Oxnard is an Equal Opportunity Employer and welcomes applications from all qualified applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, marital status, medical condition, disability or sexual orientation.

REASONABLE ACCOMMODATION: The City of Oxnard makes reasonable accommodation for individuals/people with disabilities. If you believe you require special arrangements to participate in the testing process, you must inform the Human Resources Department in writing no later than the filing date. Applicants who request such accommodation must document their request with an explanation of the type and extent of accommodation required.

LEGAL REQUIREMENT: On the first day of employment, new employees must provide proof of citizenship or documentation of legal right to work in the United States in compliance with the Immigration Reform and Control Act of 1986, as amended. The City participates in E-Verify and will provide the federal government with you. Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9. For more information on E-Verify, please contact DHS. 888-897-7781 dhs.gov/e-verify

If you have any questions regarding this recruitment, please contact Vivian Morales at vivian.morales@oxnard.org or (805) 200-5458.

NOTE: The provisions of this bulletin do not constitute an expressed or implied contract. Any provision contained in this bulletin may be modified or revoked without notice.

Retirement Contributions:

New members (as defined by PEPRA), 2% @ 62; "Classic" members 2% @ 55. The employee will be required to pay a portion of their annual earnings toward their retirement. The City of Oxnard does not participate in social security.

Vacation Accrual Rates:

Full time employees accrue vacation leave at a rate of 4.39-8.08 hours per pay period based on years of service.

Sick Leave Accrual Rate:

Full time employees accrue sick leave at a rate of 3.70 hours per pay period.

Deferred Compensation:

The City contributes 1% to a deferred compensation program.

Bilingual Pay:

A regular full time employee may receive bilingual pay at the rate of $50.00-$125.00 bi-weekly depending on the level the employee is required to provide bilingual services as determined by the City Manager or designee.

Educational Incentive:

Employees earn educational incentive pay for educational attainments not required by the classification. The educational incentive pay is as follows: Associates degree

• 2.5%, Bachelor's degree

• 3%, Graduate degree

• 3.5%

Health and dental:

Employees can choose from a variety of medical plans provided by the City. The City's contribution to medical coverage is outlined below:

Level One

• For employees hired before January 1, 2023, the City contributes $1,543.00 per month toward medical insurance premiums and an additional $74.21 per month toward dental insurance premiums. Employees will receive cash back if the medical plan they choose is less than the City's monthly contribution of $1,543.00 per month. Employees who waive medical insurance will receive cash back in the amount $1,243.00 per month provided they provide proof of other qualifying coverage. Any unused dental premium monies are paid to the employee. If employees hired prior to January 1, 2023 make any changes to their health plan, they will be placed in level two.

Level Two

• For employees hired on or after January 1, 2023, the City will contribute $1,863.00 towards medical insurance premiums with no cash back. Employees who waive medical insurance will receive $500.00 per month cash back provided they show proof of other qualifying coverage. The City will continue to provide $74.21 per month towards dental insurance.

Life Insurance:

City employees receive Basic Life Coverage and have the option to purchase additional insurance.

Tuition Reimbursement:

Full-time employees are eligible for 100% reimbursement of the costs of tuition, registration fees, laboratory fees, and books to a maximum of $1,000 per fiscal year for work related coursework.

Holidays:

The City observes 12 holidays per year.