Customer Service Representative

Full Job Description

The City of Pasadena is seeking a responsible Customer Service Representative in the Water and Power Department. This position will perform a variety of routine telephone and/or in-person customer service assignments associated with customer account inquiries, billing, rebates, solar and 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. The successful candidate will provide excellent in-person and telephone assistance to customers and answer a wide variety of inquiries and other financial transactional questions. The ideal candidate should have cash handling experience or call center experience.

Note: Two eligibility lists will be established for this position: one Open Competitive and one Promotional. The promotional list may take precedence.

Requirements

The major responsibilities of this position are listed below. For more detailed information, please review the job description Customer Service Representative.

Respond to a high volume of customer inquiries, problems and complaints in person at a public counter or by telephone.Obtain required information from customers, research customer accounts and City records.Resolve questions or issues or refer customers to more senior staff or supervisors for further assistance.

Create, maintain, and monitor computerized files, databases and directories.Conduct record searches and prepare statistical work sheets and other required documents;Audit documents to verify accuracy and to ensure compliance with applicable statutes and regulations.

Explain license/permit requirements, review applications and set up new accounts.Take and record payments and update customer account records.

Process refunds in accordance with established procedures.Open, review and sort mail payments including payments of utility bills in accordance with established criteria.

Create payment batches and accurately post payments in Tyler Munis. Knowledge of the Pasadena Municipal Codes as they relate to water and power.

Qualifications COMPETENCIESThe following list represents the core competencies for success in this position.

Action & Results Focus – Initiating tasks and focusing on accomplishment.Attention to Detail – Focusing on the details of work content, work steps, and final work products.Handling Stress - Maintaining emotional stability and self-control under pressure, challenge, or adversity.Professional Integrity & Ethics– Displaying honesty, adherence to principles, and personal accountability.Writing – Communicating effectively in writing.Customer Focus – Attending to the needs and expectation of customers.Handling Conflict – Managing interpersonally strained situations.Teamwork - Collaborating with others to achieve shared goals.EDUCATION AND EXPERIENCE Minimum Qualifications: A high school diploma or GED.

One year of related customer service experience.

Typing speed of 35 net words per minute with 95% accuracy is required.

Desirable Qualifications:

• Bilingual in Spanish is a plus.
• Recent customer service experience (within the last three years) working in a call center or public agency.
• Cash handling and processing credit card, check, EFT and ACH payments.
• Knowledge of water and power practices and/or knowledge of C2M, MyMeter and Tyler Cashiering

SELECTION PROCESS
The selection process will consist of an evaluation of training and experience, and the most highly qualified candidates will be invited to participate in a typing test, written examination, and then a selection interview with the department.

VACANCY INFORMATION
There are currently two vacancies in the Customer Service division in the Water and Power Department that may be filled as a result of this recruitment.

The resulting eligibility list from this recruitment may be used to fill future vacancies in other departments within the City. Candidates selected for this position are subject to a one-year probationary work period.

Additional Information

Due to cash handling, credit checks will be conducted on selected candidate.

Ability to type 35 words per minute with 95% accuracy. Please note that qualified applicants will be invited to take an online typing test administered by the City. Applicants that do not receive a passing score on the online typing test will not be considered for further consideration. Please do not attach a typing certificate to your application as it will not be considered.