Description
The City of Santa Clara is looking to create a candidate pool for As-Needed Temporary Employees Customer Service position has a primary focus on providing superior customer service to the citizens and customers of the City of Santa Clara in handling a variety of customer account and billing issues. Incumbents in this classification may be assigned to answer telephone calls, handle difficult inquiries, perform cashiering duties, process business licenses, and perform functions associated with customer billing, analysis, account adjustments, collections, or the financial assistance programs offered to utility customers. This classification is distinguished from the Senior Customer Service Representative in that the latter is a lead worker position requiring a greater degree of technical knowledge, analytical ability, and independent judgment.
As-needed employment is temporary in nature, unbenefited, and subject to working 999-hours in a fiscal year or 960-hours for retired annuitants. As-Needed employees will be required to complete a formal interview and will be required to complete and successfully pass various components of the conditional offer process (i.e. LiveScan).
The budgeted salary for this position is approximately $38.72. The final rate for this position will depend on the selected candidate's experience and qualifications as well as the specific role being filled.
THIS RECRUITMENT MAY BE USED TO FILL MULTIPLE POSITIONS IN THIS, OR OTHER DIVISIONS OR DEPARTMENTS BESDIES THE POSITIONS LISTED BELOW. IF YOU ARE INTERESTED IN EMPLOYMENT IN THIS CLASSIFICATION, YOU SHOULD APPLY TO ENSURE YOU ARE CONSIDERED FOR ADDITIONAL OPPORTUNITIES THAT MAY UTILIZE THE APPLICANTS FROM THIS RECRUITMENT.MEETING THE MINIMUM QUALIFICATIONS DOES NOT GUARANTEE ADMITTANCE INTO THE EXAMINATION PROCESS. ONLY THE MOST QUALIFIED CANDIDATES WHO DEMONSTRATE THE BEST COMBINATION OF QUALIFICATIONS IN RELATION TO THE REQUIREMENTS AND DUTIES OF THE POSITION WILL BE INVITED TO TEST OR INTERVIEW.
The City of Santa Clara is an equal opportunity employer. Applicants for all job openings will be considered without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, veteran status or any other consideration made unlawful under any federal, state or local laws. The City of Santa Clara is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at (408) 615-2080 or
[email protected].
Typical Duties
Duties may include, but are not limited to, the following:
Under General Supervision:
- Assists customers in person, by telephone, and in writing by answering inquiries, responding to complaints, and explaining department policies and procedures
- Receives, processes, and audits business tax certificates and license affidavits, utility applications, and other materials pertaining to utility accounts for completeness and accuracy; assists with the processing of delinquent accounts, including negotiating payment arrangements
- Receives and processes payment of various bills, permits, licenses, and fees including making change for cash payments; traces payments received without remittance advice to determine account to be credited
- Processes petty cash including advances and reimbursements
- Balances and tracks financial transactions
- Updates and maintains electronic and/or paper records of all transactions involving customer accounts, including monies received and customer calls
- Validates utility registers, removes statements that are in error and prepares corrected statements and transmittal sheets
- Calculates customers' average monthly consumption to estimate utility costs and notifies customers about status changes related to their tax or utility accounts
- Researches customer records and acts as liaison between customers, contractors, and other City departments to resolve inquiries and explain City code and/or utility rates related to Municipal Services tax and utility billing requirements
- Educates customers about the fundamentals and benefits of current and emerging programs including financial aid, solid waste, and green programs to drive participation results
- Prepares a variety of correspondence and reports related to business tax, billing issues, and adjustments
- Reviews new Santa Clara businesses to ensure compliance with City code
- Runs queries from departmental computer applications
- Performs other related duties as assigned
Minimum Qualifications
Education and Experience:
Minimum Qualifications:
- Graduation from high school or possession of a GED; and
- One (1) year of experience in banking, business license processing, call center operations, cashiering, customer service, and/or utility billing, preferably with a municipal or utility agency
Acceptable Substitution:
None.
License/Certifications:
None.
Other Requirements:
- May be required to work evenings.
- Must be able to perform all the essential functions of the job assignment.
Knowledge Of:
Knowledge, Skills, and Abilities
- Computer applications (such as Microsoft Word, Access, Excel and PowerPoint)
- Principles and practices of customer service
- Office safety practices, procedures, and standards
- Basic accounting, bookkeeping, cashiering, and billing processes and procedures
- Cash handling
Ability To:
- Count cash and make change accurately
- Perform basic arithmetic computations with speed and accuracy
- Maintain professionalism, courtesy, and composure at all times, including stressful situations
- Establish and maintain a cooperative working relationship with those contacted in the course of work, including the general public
- Provide exceptional customer service
- Maintain accurate records and database systems
- Communicate effectively; both orally and in writing
- Work in a team-based environment and achieve common goals
- Effectively handle multiple priorities, organize workload, and meet strict deadlines
- Interpret, apply, and explain established policies and procedures
- Evaluate situations, identify problems, and exercise sound independent judgment within established guidelines
- Learn City fee schedules for licenses, permits, and utility rates
- Perform data entry with speed and accuracy
- Recommend programs and services based on the customer's interest and needs
- Walk or stand for extended periods of time
- Bend, stoop, reach, carry, crawl, climb, and lift up to 25 pounds to perform assigned duties
N/A
01
Each applicant must complete this supplemental questionnaire as a part of the application screening and selection process. The information you provide will be reviewed and used to determine your eligibility to move forward in the selection process. Incomplete responses, omissions, stating "see resume" or partial information may result in disqualification from the selection process. Do you agree to answer each supplemental question completely, and in your own words (without the use of generative Artificial Intelligence tools, including but not limited to Chat GPT, Microsoft AI, or any other AI tool), and that your responses can be verified from information included within your application?
02
Please specify how you meet the minimum qualifications for the education requirement:
- I possess at least a graduation from high school or equivalent (GED).
- I do not possess the minimum qualifications for the education requirement.
03
Please specify how you meet the minimum qualifications for the experience requirement:
- I possess at least one (1) year of experience in banking, business license processing, call center operations, cashiering, customer service, and/or utility billing, preferably with a municipal or utility agency.
- I do not possess the minimum qualifications for the experience requirement.
04
Other than English, are you fluent in another language (level: native/bilingual to professional proficiency)? If so, please list:
05
Please List Any Intermediate/advanced Level Computer Skills Such As Operating Systems (Windows, MacOS), Office Suites (MS Office, G Suite), Spreadsheets (Excel, Google Spreadsheets), Word Processing & Presentation Software (MS Word, Google Docs, PowerPoint, Keynote), Accounting Software (QuickBooks, Xero), Communication And Collaboration Tools (email, Skype, Slack, Teams):
06
Please briefly explain what customer service means to you.
07
Describe your experience working one or more of the following areas: Call center, Cashiering, and/or Account management/support.
08
Briefly describe a time you displayed professional oral and written communication with a customer.