Customer Service Representative I

Salary : $4,539.63 - $5,517.95 MonthlyLocation : City of Azusa, CAJob Type: Full-TimeJob Number: 24-19Department: Light & WaterDivision: Consumer ServicesOpening Date: 10/30/2024Closing Date: 11/8/2024 11:59 PM PacificDefinitionThis position is open to internal and external applicants. All interested and qualified applicants are invited to apply immediately.The City of Azusa is seeking a highly motivated Customer Service Representative Ito fill one of two (2) current vacancies within the Light & Water Department - Consumer Services Division.SALARY INFORMATION $26.19 - $31.83 Hourly$4,539.63- $5,517.95 Monthly$54,475.56 - $66,215.40 AnnuallyDEADLINE TO APPLY:Online applications will be accepted beginning Wednesday, October 30, 2024 through Friday, November 08, 2024. Qualified and interested applicants are encouraged to apply immediately as this recruitment may close without notice after it's been open for a minimum of five (5) business days and the department's needs have been met. POSITION DEFINITIONUnder general supervision, performs a wide variety of public assistance, order processing, cashiering, and accounting clerical activities for utility customers; prepares and reviews billing information; receives and documents payments; performs related duties as required. Note: Class characteristics, essential functions, and qualifications differ for each level of this class series.Click to view the Customer Service Representative I, II, III class specifications. Essential FunctionsCLASS CHARACTERISTICSEntry-level class in the Customer Service class series. Incumbents of this class perform a wide range of public assistance and/or processing, cashiering, and accounting clerical work that does not require prior experience. Generally, work is observed and reviewed both during performance and upon completion, and changes in procedures or exceptions to rules are explained in detail as they arise. Customer Service Representative I's are normally considered to be in a training status and as assigned responsibilities and breadth of knowledge increase with experience, may reasonably expect promotion to the next higher class of Customer Service Representative II. Under this training concept, positions assigned to the class of Customer Service Representative II may reasonably be filled at the Customer Service Representative I level, with the understanding that future reassignment to the Customer Service Representative II class in most cases is to be expected.SUPERVISION EXERCISEDReceives supervision from the Customer Care Operations Supervisor; receives work direction from the Customer Care Lead. Exercises no supervision. ESSENTIAL FUNCTIONSAnswers customer questions and resolves complaints and problems related to the utility billing process; receives payments for City services such as water and power; processes appropriate forms/records.Posts payments to accounts; computes water and power bills for opening and closing accounts; prepares forms for field and office staff on changes of service; inputs data into the computer.Calculates special bills according to established procedures; assembles information regarding delinquent accounts; makes special arrangements for payment of utility billings for hardship cases within specific guidelines or refers to collection agency.Balances daily receipts to moneys received and prepares revenue summary sheets; issues refund checks.Researches records to correct errors in billings; makes credit adjustments and refunds; maintains related accounts.Performs a variety of clerical tasks such as composing correspondence to customers utilizing proper English, grammar, spelling and punctuation; sorting and distributing mail; preparing bills for mail outs; serving as cashier; and, prepares and enters a variety of data, and information; develops forms and letters accurately at an acceptable speed.Uses radio to dispatch field personnel for a variety of routine and emergency service calls.Assists others involved in related activity; assists in training personnel on the utility billing process.Performs related duties as required. Qualification GuidelinesQUALIFICATIONSEducation and/or ExperienceEducation: HS/GED.Experience: Six months experience in administrative support, in billing, clerical accounting and customer service.Licenses or CertificationPossession of and ability to maintain a valid Class C California Driver's License and a satisfactory driving record.Knowledge, Skills, and AbilitiesKnowledgeThorough knowledge of modern office practices and procedures.Operating methods, policies and procedures of the Utility Department.Methods and techniques utilized in processing utility payments.Accounting principles and bookkeeping procedures and methods.AbilityAbility to communicate clearly and concisely, both orally and in writing.Write reports and keep accurate records.Analyze data and draw logical conclusions.Accurately count, record, and balance cash transactions and other monies received.Communicate effectively with a variety of personnel and establish/maintain effective working relationships.Interpret, apply, and explain rules, regulations, procedures, and policies.Understand and follow verbal and written directions.Work independently.Perform mathematical computations.Operate a computer accurately and use a variety of computer software.Operate typewriter accurately, cash register, calculator, and other common office machines.Perform clerical accounting work skillfully and accurately.Resolve customer service problems effectively and tactfully. Special Requirements/Physical, Mental, Environmental ConditionsMARGINAL FUNCTIONS These are position functions which may be changed, deleted, or reassigned to accommodate an individual with a disability.Environmental ConditionsWork is performed primarily in a standard office setting.May be required to work extended hours including evenings and weekends from time-to-time.Physical ConditionsProlonged sitting and regular standing, walking, reaching, twisting, turning, kneeling, bending squatting and stooping in the performance of daily activities. Grasping, repetitive hand movement and fine coordination in preparing reports using a computer keyboard. Near and far vision in reading written reports and work-related documents. Acute hearing is required when providing phone and personal service. Lift, drag, and push files, paper, and documents weighing up to twenty (20) pounds.Some requirements may be accommodated for otherwise qualified individuals requiring and requesting such accommodations.RECRUITMENT PROCESS:You can apply for this position online clicking on the "Apply" link at the top of this page. If this is the first time you are applying using our online application system, you will need to create a Username and Password. (If you have previously applied for a position using the NEOGOV system and already have a Username and Password set up, you do not need to do this again to apply--just login and start building your application). Once you have established your account and log in to the system, you can begin building your application by clicking on the "Build Job Application" link. Your application can be saved and used to apply for additional or future job openings with the City of Azusa.Applications must be accompanied by a resume describing experience, education, and training in relation to the requirements of the position, however, resumes will not be accepted in lieu of a City employment application. Applications that are submitted without a resume, or have unanswered supplemental questions, may be deemed incomplete. Your application must include at least ten years of employment history (assuming you have been employed for ten years). List most recent experience first. Carefully account for all employment, paid or unpaid. Provide each change of title or promotion separately. You must also include your reason for leaving each job. A minimum of three professional references must be included in your application (include people who would have knowledge of your professional qualifications). DO NOT list relatives.Applications will be reviewed and those candidates whose applications indicate that they are most qualified will be invited to continue on in the process. The selection process may consist of: Application Evaluation (Qualifying), Written Exam, and/or Panel Oral Interview.The City of Azusa is an equal opportunity employer that is committed to inclusion and diversity. The City does not discriminate on the basis of race, color, gender, age, ancestry, national origin, political or religious affiliation, sexual orientation, marital status, other non-job related physical or mental disability, medical condition, or other functional limitation in employment or the provision of service. The City is dedicated to making its programs, services and activities accessible to individuals with qualified disabilities. If you require reasonable accommodations to complete the employment application and/or participate in the testing process, please contact the Human Resources at (626) 812-5183 prior to the filing deadline. We will attempt to reasonably accommodate applicants with disabilities upon request.THANK YOU FOR TAKING THE TIME TO APPLY FOR A CAREER OPPORTUNITY WITH THE CITY OF AZUSA!The City of Azusa offers a wide-variety of Benefits, including: 4/10 work schedule Annual Cost of Living increases thru July 31, 2025 CalPERS Retirement City-Paid Deferred Compensation Health Reimbursement Account contribution Education Incentive Bi-lingual Pay Longevity Premium $1,500 monthly Flexible Benefit/Medical Contribution (with cash-in-lieu for opt-out option) A variety of options for Medical, Dental, and Vision insurance along with supplemental insurance, such as Flexible Spending/Dependent Care Accounts, Critical Illness, Accident Only, and many more. Life Insurance Short-Term and Long-Term Disability Insurance Tuition Reimbursement at 100% of Cal State rate 10 City-paid Holidays and generous Sick, Vacation, Flexible Holiday, and Bereavement LeavesFor specific details on Local 18 of the International Brotherhood of Electical Workers (IBEW) benefits, please visit MOU Term: August 1, 2021 through July 31, 202501 Are you a current City of Azusa employee. Yes No 02 Do you have the equivalent to a High School diploma or GED? Yes No 03 Please select the response that best describes your years of experience performing cashiering or customer service duties. 3 or more years of experience. 2 - 3 years of experience 1 - 2 years of experience 6 months - 1 year of experience Less than 6 months of experience I do not have experience in this area 04 Describe you experience in banking, collections or cash handling? Include in your response the following:EmployerDates of EmploymentNumber of Hours Worked per WeekYour Role and ResponsibilitiesIf you do not have experience in this are, type N/A. 05 Select from the following options all of the utility computer-based information systems in which you have your experience: Customer Information Systems Advance Metering Infrastructure Meter Data Management Systems Phone / IVR Systems Online Bill Pay Report Writing Other None of the above 06 For each area selected in Question 5, please describe the following:EmployerDates of EmploymentNumber of Hours Worked per WeekJob TitleSystems UsedType N/A, if you do not have experience with the operation of utility computer-based business information systems 07 Are you bilingual? Yes No 08 If yes to question 5, then please state the language. 09 A resume must be submitted along with your online application in order to be considered. Applications without a resume will be automatically disqualified from the recruitment process. I acknowledge that I must attach a current resume. If no resume is attached, I will be disqualified form this recruitment process. Required Question

Created: 2024-11-12