Salary : $44,712.00 - $61,829.00 Annually Location : Redlands, CA Job Type: Full Time Job Number: 01911 Department: Management Services Division: Customer Service Opening Date: 11/15/2024 Closing Date: 12/1/2024 5:00 PM Pacific Max Number of Applicants: 150 Description**ONLY THE FIRST 150 APPLICATIONS WILL BE ACCEPTED** Under supervision, provides professional, courteous and expeditious customer service duties by telephone and in person in support of the City's water, wastewater, solid waste and other City provided municipal services. Exercises no supervision. Distinguishing Characteristics: Customer Service Technician I: This is the entry level in the class series. Positions at this level usually perform most of the duties required of the positions at the II level, but are not expected to function at the same skill level and usually exercise less independent discretion and judgment in matters related to work procedures and methods. Work is usually supervised while in progress and must adhere to the established structure or pattern. Exceptions or changes in procedures are explained in detail as they arise. Customer Service Technician II: This is the full journey level in the class series. Positions at this level are distinguished from the I level by the performance of the full range of duties as assigned, working independently and exercising judgment and initiative. Positions at this level receive only occasional instruction or assistance as new or unusual situations arise, and are fully aware of the operating procedures and policies of the work unit. Positions in this class series are flexibly staffed and positions at the II level are normally filled by advancement from the I level requiring two years of experience, successful performance, budget availability, and management recommendation. When filled from the outside, the employee is required to have prior related experience which allows the employee to meet the qualification standards for the II level. Examples of DutiesExamples of duties may include, but are not limited to, the following:
- Prepares and processes service work orders for various City services, including establishing new accounts and discontinuance of accounts;
- Resolves technical billing issues, researches discrepancies, provides comprehensive information to customers regarding utility billing related matters and utility programs;
- Performs financial transactions including processing payments, refunding credit amounts, adjusting charges and/or deposits, reversing payments, and adjusting services fees;
- Identifies customer service issues and initiates work orders for field maintenance staff including solid waste requests for special pick-ups, service level evaluations, delivery or pickup of additional solid waste or recycling containers, and delivery or pickup of roll-off boxes;
- Balances cash drawers, sorts and balances receipts, and posts daily cash receipts.
- Encourages participation in and provides information on water conservation and recycling programs; refers customers as needed.
- Estimates average water meter usage and reports any errors to appropriate personnel;
- Performs a variety of general administrative support duties, including typing and proofreading a variety of documents, maintaining files and records, and sorting incoming mail; and
- Performs related duties and responsibilities as assigned.
QualificationsExperience: Customer Service Representative I:
- One year of general experience as a customer service representative; preferably including phone and counter service and processing corresponding paperwork.
- Cash handling experience is desired.
Customer Service Representative II:
- Two years of increasingly responsible experience as a customer service representative including phone and counter service and processing of corresponding paperwork.
- One year of cash handling experience.
Education: Customer Service Representative I/II:
- Equivalent to a high school diploma.
License and Certificates: Customer Service Representative I/II:
- Possession of, or the ability to obtain a valid California driver's license at the time of appointment.
Special Requirements: Essential functions and duties require the following physical abilities and work environment:
- Ability to work in a standard office environment; ability to travel to different sites and locations;
- Regularly required to talk or hear. Required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms;
- Occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl; and
- The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
Supplemental InformationIMPORTANT APPLICATION INFORMATION AND INSTRUCTIONS Candidates must clearly demonstrate through their application material that they meet the minimum qualifications of the position. All properly completed applications will be reviewed, and the most appropriately qualified individuals will be invited to continue in the selection process. Examinations for the positions may consist of any combination of written, performance, and oral exams to evaluate the applicant's skills, training, and experience for the position. The employment application must be completed and submitted online. Applicants must list current and past work experience. Do not indicate See Resume . Proof of education such as but not limited to, university/college transcripts and degrees must be submitted online with your application. Applicants are responsible for attaching proof of education, certification, and/or license to each position for which they apply. An applicant with a college degree obtained outside the United States must have education records evaluated by a credentials evaluation service. This evaluation must be submitted by the application deadline. Failure to provide all required documents will result in elimination from the selection process. Please note, the City of Redlands' preferred method of communication with applicants is via e-mail. As such, please ensure you verify the e-mail address on your application, and check your e-mail frequently, including your spam and junk folders. The successful candidate will be required to undergo a reference/background check (to include a conviction record) and pass a post-offer pre-employment medical examination (which may include a drug/alcohol screening depending upon job classification). The City of Redlands utilizes E-Verify and new employees must provide documentation to establish both identity and work authorization. For questions regarding this recruitment, please contact Julie Maher at ...@cityofredlands.org Benefits associated with this position include:
- Medical Insurance - City pays between $750 and $2025 p/mo for employees and eligible dependents depending upon level of coverage;
- Dental Insurance - City pays monthly premium for employees and eligible dependents; 2 plans
- Vision Reimbursement - up to $300 per year
- State Disability Insurance
- Life Insurance - $25,000
- Accidental Death & Dismemberment - $25,000
- The City participates in Social Security
- Vacation Leave - 80 hours accrued in first year
- Sick Leave - 96 hours annually
- 14 Paid Holidays plus 4 Floating Holidays
- Longevity Pay
- Credit Union
- Employee Assistance Program
- Tuition Reimbursement Program - $2000 per fiscal year
- Public Employees Retirement System (PERS) - 2% @ 55 for employees who are considered a classic member of Cal PERS or a current member of another California public retirement system who is hired on or after January 1, 2013.
- Public Employees Retirement System (PERS) - 2% @ 62 for an employee who becomes a new member of Cal PERS for the first time on or after January 1, 2013 and who was not a member of another California public retirement system prior to that date; employee contributes half of the contribution rate.
01 How many years of general experience as a customer service representative do you have, preferably including phone, counter service, and processing corresponding paperwork?
- Less than 1 year
- 1 year
- 2 years
- 3 years
- 4 or more years
02 How many years of cash handling experience do you have?
- Less than 1 year
- 1 year
- 2 or more years
03 What is the extent of your formal education?
- None
- High School or Equivalent
- Some College Coursework
- AS/AA (Associate Degree)
- BS/BA (Bachelors Degree)
- MS/MA (Masters Degree) or Higher
04 Do you currently possess, or have the ability to obtain upon appointment, a valid California drivers license?
- Yes, currently possess
- No, but have the ability to obtain upon appointment
- No
Required Question