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Customer Service Representative

C

City of Sacramento

Customer Service Representative

Sacramento, CA
Full Time
Paid
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  • Responsibilities

    Job Description

    If you want to join a hard-working team that shares a commitment to keeping the City of Sacramento’s water safe, clean, and running efficiently, consider a career with the City of Sacramento, Department of Utilities!

    The City of Sacramento Department of Utilities seeks a Customer Service Representative that:

    • Displays enthusiasm for customer service and has call center, banking, or cashiering experience
    • Has the ability to explain complex billing issues to customers both orally and in writing
    • Can perform a variety of record keeping, general clerical, transaction processing, and public contact and customer service work over the telephone and at a public counter
    • Can direct information requests according to established standards and procedures

    CUSTOMER SERVICE REPRESENTATIVE JOB DUTIES:

    • Perform a variety of duties, including typing, proofreading, billing, checking, filing, record keeping, sorting and retrieving documents and records, mail/correspondence, maintaining alphabetical, index, and cross-reference files; folds, staples stuffs and binds a variety of materials for bulk mailings; maintain general mailing lists, registration and other information.
    • Represent the City and the department to the public, callers, and visitors in a professional and effective manner over the telephone and at a public counter; take and respond to a high volume of phone calls; follow general customer service policy and procedure; may act as receptionist; provide information on department and division policies and procedures.
    • Receive and respond to customer inquiries; screen calls, take messages and complaints, refer customers to appropriate persons regarding services and accounts, and department business lines, including fees, licenses, permits and billing information; provide follow-up on inquiries from the public or staff; and refer or assist in the resolution of problems.
    • Utilize various systems to locate information, retrieve, research and review; find out the status of accounts and conditions; create or make adjustments to service requests.
    • Create or make adjustments on property/parcels; research and verify correct lot splits, lot mergers, and lot line adjustments; update accounts to provide accurate billing information; update systems and run reports of various computer systems; research and establish correct ownership, change ownership information and deed date; generate inspections; process service records and repair orders received from field crews.
    • Operate 2-way radio or other telecommunication device; perform non-safety radio dispatch in order to dispatch field staff, equipment or vehicles to locations as needed; prioritize calls; and obtain and record information and keep radio contact with field personnel.
    • Receive payments, make change, issue receipts and print-out account statements for permits, licenses, citation transactions, taxes and service accounts; issue, receive, type and process various applications, license, permits and other forms; input debit applications and cancellation information to customer accounts; issue refunds, notices and other related documents and information within established procedures; and update service accounts, permit, license and citation information systems.
    • Receive, open and process mail containing fees for various City services, including licenses, permits, citation payments, and utility payments; process outgoing correspondence and credit card payments.
    • Gather information from customers and complete appropriate property/parcel forms necessary to establish and stop services; adjust and reconcile records and billing as necessary to reflect changes in service; verify accuracy, waive penalties, and may perform collection efforts on delinquent accounts for City services, fees, licenses, permits and taxes.
    • Operate standard office equipment such as telephone, calculator, typewriter, teletypewriter (TTY)/ telecommunications device for the deaf (TTD), personal computer, facsimile machine, microfiche and microfilm readers, remittance processors, money counting machines, electronic cash registers, adding machine, and other office equipment.
    • Perform notary services.
    • Assist in the training of other employees.
    • Provides exceptional customer service to those contacted in the course of work.
    • Other related duties may also be performed; not all duties listed are necessarily performed by each individual.

    FOR QUESTIONS CONCERNING THIS JOB ANNOUNCEMENT AND THE APPLICATION PROCESS:

    • Please visit https://www.governmentjobs.com/Home/ApplicationGuide for a comprehensive, step-by-step guide to the application process
    • For technical support between 6 AM - 5 PM PT, contact Live Applicant Support at (855) 524-5627
    • Visit the City of Sacramento Human Resources Department website at http://www.cityofsacramento.org/HR/Career-Opportunities
    • Send an email to employment@cityofsacramento.org or
    • Call the Human Resources Department at (916) 808-5726