Customer Service Specialist (Revenue Services)

THE POSITION

With supervisor approval incumbents may be eligible for intermittent remote work; however they must physically reside within the Sacramento region or have the ability to regularly report to a City of Sacramento physical worksite with little notice.

To perform difficult and complex technical public contact and record keeping work related to billings taxes fees and services; processes transactions and independently resolves problems related to complaints and inquiries according to established City standards and procedures.

This is the advanced-journey level class in the Customer Service series. The Customer Service Specialist class works under minimal supervision and is considered the technical expert of the series having the knowledge and authority to handle issues beyond the first attempts of lower-level Customer Service staff. The Customer Service Specialist level may be assigned to lead lower-level Customer Service staff. This class is distinguished from the Customer Service Supervisor class in that the latter is the full supervisory class responsible for a customer service unit operation or special program. This class is distinguished from the Customer Service Representative class in that the latter is the journey-level class in the series where incumbents work under immediate supervision.

General supervision is provided by a Customer Service Supervisor or higher-level management staff. The Customer Service Specialist may provide lead direction as assigned.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide lead supervision of staff and adjust work schedules and assignments as needed to ensure adequate coverage of telephone and public counter operations; assist supervisor in overseeing the completion of daily assignments and special projects.
• 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; answer and respond to a high volume of phone calls; follow general customer service policy and procedure.
• Interact with customers to respond to complaints and inquiries; contact customers as needed regarding service accounts fees licenses permits and service level; assist staff in the resolution of complex and difficult customer service problems; transfer call and / or direct callers to department / unit as requested.
• Calculate and collect payments for various City services and ensure all requirements are met; initiate billing; collect opening current and closing payments and fees; perform collection efforts on delinquent accounts for City services; complete refund request; and calculate and process claims on bankrupt and deceased creditors; interface with department staff as needed.
• Research and retrieve information and analyze accounts to reconcile errors and modify account transactions; review and interpret billing statements; authorize the removal of penalties and issuance of credits or refunds; and recommend extensions on delinquent accounts; correct service records and repair orders received from field crews.
• Make change and issue receipts; pro-rate accounts for established changed or stopped service; prepare documents for recording and transmitting fees received; maintain daily balances; input debit applications and cancellation information to customer accounts.
• Perform a variety of general accounting duties including accounts receivable accounts payable and bank deposits; verify accuracy of checks payment cards and bank deposits; locate gather and compile information regarding payments received without payment cards to identify account to be credited; maintain petty cash daily cash and daily revenue records; and submit daily records; and maintain files and records.
• Perform specialized work involving independent judgment including database maintenance and customer information billing system activities as required; update databases to reflect relevant legal information; research and compile information and data for statistical and financial reports / charts from oral direction rough draft forms copy or notes; maintain a variety of statistical records; and check and tabulate statistical data; perform notary services.
• Calculate required fees in accordance with established policies; calculate issue and collect payments for various service accounts; ensure accuracy and all other requirements are met; issue licenses and other business related citations
• Prepare and enter a variety of detailed commands into a computer in order to set parameters for a variety of billing services and reports; produce account statements; prepare backup files for protection of a department database; and update official City maps and records as required.
• Utilize various systems to locate information retrieve research and review; determine the status of accounts and conditions; create or make adjustments to service requests; route work requests follow-up and monitor posting of labor and materials billing; operate 2-way radio or other telecommunication device.
• 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.
• Confer with management staff regarding division and / or unit operations procedures and regulations; provide responsible operational support to technical staff unit supervisor and lower-level staff; may assist higher level staff with development and revision of procedures; interpret City codes and ordinances policies procedures and regulations.
• Participate in the training of staff in various systems procedures and operations; provide functional direction of lower-level personnel as assigned; participate in the evaluations of subordinate staff; attend meetings as directed.
• Perform notary duties.
• Provide 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.

QUALIFICATIONS

Knowledge of :

Skill in :

Ability to :

EXPERIENCE AND EDUCATION

Any combination of experience and education that would provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be :

Experience :

Two (2) years of progressively responsible journey-level experience performing customer service work responding to customer complaints and inquiries in a public service operation.

Education :

Equivalent to the completion of the twelfth grade.

PROOF OF EDUCATION

Should education be used to qualify for this position then proof of education such as but not limited to university / college transcripts and degrees should be submitted with your application and will be required at the time of appointment . Unofficial documents and / or copies are acceptable.

An applicant with a college degree obtained outside the United States must have education records evaluated by a credentials evaluation service. Evaluation of education records will be due at time of appointment.

PROBATIONARY PERIOD :

Employees must complete twelve (12) months of probation at a satisfactory performance level prior to gaining permanent status.

THE SELECTION PROCEDURE

Please note the City of Sacramentos 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. All e-mail notifications can also be accessed through the applicant inbox.

1. Application : (Pass / Fail) All applicants must complete and submit online a City of Sacramento employment application by the final filing deadline ;

If applicants do not list current and / or past job-related experience in the duties area of the Work Experience section. Note : Qualifying experience is based on full-time experience (40 hours per week). Qualifying experience is calculated to the full-time equivalent (pro-rated if less than 40 hours / week).

2. Training and Experience Exam : (Weighted 100%) The questions located at the end of the application are the Training and Experience (T&E) Exam. Responses to the T&E questions will be rated and scored. This exam will evaluate the relevance level and progression of a candidates education training and experience. The exam score will determine your ranking on the eligible list for this job. When completing the T&E questions please note :

3. Eligibility : Candidates who pass the Training and Experience Test will be placed on the eligible list. The hiring department may contact candidates for interview at any time during the life of the one-year list. Candidates eligibility expires one year from the date of notification of a passing score for the Customer Service Specialist examination.

4. Screening Committee : (Pass / Fail) All candidates that pass the examination and are in one of the top three ranks will have their application forwarded to the hiring department for review. The hiring department will select the most competitive applications for further consideration. Human Resources will only evaluate employment applications for the minimum qualifications as stated on the job announcement for applications selected by the hiring department.

5. Conditional Hire : Upon receipt of a conditional offer the selected candidate must complete and pass Live Scan / fingerprinting. If applicable candidates may also need to pass a pre-employment medical exam controlled substance and / or alcohol test and possess any required licensure or certification prior to receiving a start date from the Department. Failure to meet these prerequisites will be grounds for withdrawal of your conditional offer of employment.

QUESTIONS :

For questions concerning this job announcement and the application process :

Required Experience :

IC

Key Skills

Criminal Justice,Account Payable,Economics,Front End,Facilities Management,Domestic

Employment Type : Full-Time

Department / Functional Area : Finance

Experience : years

Vacancy : 1

Yearly Salary Salary : 52409 - 73746