Please note that applications will only be accepted Thursday, April 28, 2016 at 4:00 P.M. through Thursday, May 5, 2016, or when 250 complete applications with the required typing certificate are received.
The City of Pasadena is seeking a responsible Customer Service Representative to perform a variety of routine telephone and/or in-person customer service assignments associated with customer account inquiries, billing, marketing, Business License, Pasadena Water and Power and other City licenses, permit, parking citation and other financial transactions.
IDEAL CANDIDATE
The ideal candidate should be willing to learn and perform a variety of customer service-related responsibilities and be willing to work in a departmental call center or at a public counter in a variety of departments.
When assigned to Pasadena Water and Power:
The successful candidate will perform varied, complex and responsible customer service support relating to Pasadena Water and Power (PWP) accounts in the areas of billing, call center, credit, and cashiering services. They will bring resolution to customer requests, inquiries and complaints, is involved with in-bound and outbound marketing, and is the primary PWP representative to the Public.
When assigned to other City Departments:
The successful candidate will provide excellent in-person and telephone assistance to customers on a wide variety of City license including Business License, permits (Special Events and Taxi Cab), parking citation and other financial transactions including cash handling.
Essential Functions:
The major responsibilities of this position are listed below. For more detailed information, please review the job description Customer Service Representative
All assignments:
- Responds to a high volume of customer inquiries, problems and complaints in person at a public counter or by telephone.
- obtains required information from customers, researches customer accounts and City records.
- Resolves questions or issues or refers customers to more senior staff or supervisors for further assistance.
- Creates, maintains and monitors computerized files, databases and directories;
- Conducts record searches and prepares statistical work sheets and other required documents;
- Audit documents, verifies accuracy and ensures compliance with applicable statutes and regulations.
- Perform other related duties as assigned.
When assigned to Pasadena Water and Power:
- Act as liaison to Field Services personnel to initiate or resolve issues relating to high or low bill investigations, meter reliability, and disconnects/reconnects.
- Spend significant time at a desk fielding incoming telephone calls from customers and PWP employees concerning customers’ accounts and customer account-related services.
- Spend significant time at a desk performing data entry, entering or verifying data accuracy for utility billing and service orders.
- May process payments, by batch or individually, in person or electronically. Will handle cash and credit card information. Must follow all Fact Act / PCI DSS Compliance Regulations in regards to personal and payment information.
- May process billing or payment adjustments within authority limits and within existing guidelines.
- May handle irate customers over the phone, in person, or via email
- May wear a quick-disconnect headset all day.
- May test new procedures, processes or systems and report results.
- Will have calls recorded and monitored by a supervisor.
- Will be required to explain complex billing rates, policies, or program information clearly and professionally in accordance with City, State, or Federal Guidelines
When assigned to Other City Departments:
- Explain license/permit requirements, reviews applications and sets up new accounts.
- Take and records payments and updates customer account records.
- Explain parking citation processes and methods for contesting tickets.
- Process refunds in accordance with established procedures.
- Generate correspondence and schedules hearings.
- Process adjustments within authority limits.
- Open, review and sort mail payments including payments of utility bills in accordance with established criteria.
- Create payment batches and submits to cashiers for processing.
- Perform technical processes related to the issuance/renewal of taxi permits.
- Count metered coin, TOPEK cash and other city funds.
Qualification Guidelines:
COMPETENCIES
- Customer Focus required to consistently put the customers’ needs first and provide excellent service on the phone and/or in person.
- Technology Skills to learn new systems and programs easily and quickly on his or her own.
- Communications Skills to relate information to customers verbally and in writing with tact when interpreting, explaining and applying detailed City ordinances, rules and procedures.
- Analytical Skills to independently research information to help solve problems and reach sound conclusions and decisions.
- Interpersonal Skills to establish and maintain effective working relationships with all those encountered in the course of work.
- Ethical Conduct that demonstrates an aware of the importance of strong professional and ethical standards and the relationship these standards have to the organization’s long-term success.
- Ability to learn State and Federal laws as it pertains to assignment.
EDUCATION AND EXPERIENCE
- A high school diploma or GED.
- One year of experience providing customer service.
- Recent experience (within the last three years) working in a call center, public agency or utility setting is strongly preferred.
- Typing speed of 35 net words per minute with 95% accuracy.
Applicants must submit a valid typing certificate at 35 net words per minute by recruitment closing date to receive further consideration. Please note: certificate must be uploaded to the application as a PDF file. Click on the link below to review detailed information regarding typing certificate requirements: Typing Certificate
SELECTION PROCESS
The selection process will consist of an evaluation of training and experience and the most highly qualified candidates may be invited to participate in a written, oral or performance examination. Probationary work period is 12 months.
VACANCIES
There are currently three vacancies throughout the City. The resulting eligibility list from this recruitment may be used to fill this vacancy and similar vacancies in the future.
Education, Training and Experience:
Graduation from high school or GED equivalent and at least one year of related customer service experience; or an equivalent combination of training and experience.
Special Requirements:
A valid Class C California Driver’s License is required at time of appointment.
Type 35 words per minute with 95% accuracy. Click the link below to review detailed information regarding typing certificate requirements Typing Certificate
FLSA – non-exempt
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