Customer Service Representative

Customer Service Representative

The City of Elk Grove is looking for an enthusiastic individual who is driven and responsible, to join our team of talented employees at our state-of-the-art animal shelter. Our customer service representatives are an integral part of a team that provides strong communication, value driven and customer focused skills that promote positive interactions with our community while supporting the needs of other shelter and field staff. Experience working at an animal shelter, animal rescue facility, or a veterinary office is not required, but highly desirable.

Tentative Recruitment Timeline (subject to change)

Filing Deadline : 11 : 59 PM on September 17, 2025

Written Exam : September 22 - 23, 2025, and September 25, 2025 (in person)

Oral Board Interviews : October 7 and 8, 2025 (virtual)

Final Selection Interviews : October 14, 2025 (in person)

The City offers a competitive salary and generous benefit package including CalPERS retirement benefits, a deferred compensation match and more.

Elk Grove is a vibrant, family-friendly community of approximately 182,842 people in the Sacramento, California region, located 14 miles south of the State Capital and 60 miles east of the Bay Area. Elk Grove is a young, ethnically diverse, modern city that was incorporated in 2000. Elk Grove has low crime, excellent schools, over 100 community parks and 28 miles of trails, plentiful dining and shopping options, numerous annual events and festivals, and over 270 sunny days per year.

Under general supervision, performs a variety of customer service duties in support of an assigned department; serves as the first point of contact for assigned functional areas; processes the receipt of payments, departmental forms, or applications; provides support for accounting, financial, and cashier functions in assigned department; maintains department records; provides information and assistance to customers, the public, City staff and external departments; prepares correspondence and reports as needed; and performs related duties as assigned.

Receives general supervision from assigned management or supervisory personnel. Exercises no direct supervision over staff.

This journey level classification is responsible for independently performing customer service duties in support of assigned programs and / or functional areas. Positions at this level exercise judgment and initiative in their assigned tasks, 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.

Serves as the first point of contact in person, over the phone, and through electronic means for functional areas that have heavy contact with the public; provides customer service and assistance to the public in person, by phone, or by mail; responds to inquiries; explains internal processes, procedures, and requirements for a variety of transactions, services, or activities.

Receives and responds to requests for information, records, and documents; converts hardcopy records into digital formats; indexes digital records into an electronic records system; maintains electronic and hardcopy files; files and retrieves record copies; responds to public complaints.

Receives and processes department forms; verifies accuracy of information on forms, collects appropriate fees, and posts payments; routes forms to appropriate departments for review and action.

Compiles, reviews, and records financial data to various departmental accounts; resolves discrepancies; establishes and maintains various files and records; balances cash; prepares and delivers bank deposits.

Perform a variety of cashier duties, including acceptance of payments in the form of cash, check, or credit card payments for department fees.

Performs a variety of general office support functions including typing, record keeping, and proofreading; maintains department schedules; creates correspondence with community members regarding donations, refunds, payment plans or other business transactions.

Assists in the preparation of reports; gathers and organizes data; prepares and maintains a variety of files, logs, records, and reports.

Receive, review, and process mail for assigned department; process return to sender mail; creates mailers and distributes mail throughout the department.

Maintains reception area and ensures all public areas clean and tidy; secures and opens reception area at assigned business hours.

Monitors and maintains adequate quantities of supplies and forms; orders supplies and forms, as necessary.

Performs related duties as assigned.

When assigned to Animal Services / Animal Shelter : Employees are regularly exposed to animals and are required to perform animal handling as part of their duties.

Knowledge of :

• Techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors, and City staff.
• Records management principles and procedures including record keeping and filing principles and practices.
• Methods and techniques of clerical accounting, coding, verifying, balancing, and reconciling accounting records.
• Basic mathematical principles.
• Pertinent federal, state, and local laws, codes, and regulations.
• Basic principles and procedures of financial record keeping and reporting.
• Operations, services, and activities offered by the City, area, or function assigned.
• Techniques for effectively representing the City in contacts with the public.
• Diversity, equity, inclusion, and belonging concepts and principles, including their significance in organizational dynamics and the functioning of the City and their impact on fostering innovation and collaboration.
• Methods and techniques of preparing general business correspondence.
• City and mandated safety rules, regulations, and protocols.
• The structure and content of the English language at a level necessary to successfully perform the duties assigned.
• Current equipment and communication tools used for business functions and program, project, and task coordination, including computers and software programs relevant to work performed.

Ability to :

Education and Experience :

Completion of the twelfth grade and one (1) year of experience of experience providing administrative support or customer service in an environment with heavy public contact.

Licenses and Certifications : None

Physical Demands :

Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone. Standing in and walking between work areas is frequently required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment. Positions in this classification frequently bend, stoop, kneel, and reach to perform assigned duties, as well as push and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects up to 10 pounds and up to 40 pounds when specifically assigned to Animal Services / Animal Shelter. Reasonable accommodations will be made for individuals with disabilities who are qualified to perform essential functions of a position or positions within this classification.

Environmental Conditions :

Employees work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff and / or public and private representatives in interpreting and enforcing departmental policies and procedures.

Working Conditions :

When assigned to Animal Services / Animal Shelter, employees may be required to work non-traditional hours including evenings, weekends, and holidays.

The information listed above is subject to change and does not constitute either an expressed or