Customer Success Representative

Customer Success Representative

This recruitment will remain open until September 17, 2026, or until the first 100 applications are received, whichever occurs first. The ideal candidate is a customer-focused professional with government or municipal customer service experience, strong communication and problem-solving skills, and the ability to effectively assist residents and resolve service inquiries. The City of South Pasadena is committed to a culture of Collaboration, Accountability, Courage, Ownership, Professionalism, and Service Excellence. Candidates are expected to demonstrate these values in their work and interactions with colleagues and the community. The Customer Success Representative will perform duties related to resolving customer inquiries and complaints. Contributes to achieving service level agreements (SLAs), first contact resolution goals, and customer satisfaction performance targets in support of the City's customer experience strategy.

Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

• Provides general information to the public and receives inquiries from customers, contractors, and other City departments by email, in-person, fax, or phone.
• Provides service through multi-channel platforms including phone, email, web portal, and CRM case management systems.
• Documents customer interactions accurately to support data analysis and service trend reporting.
• Handles and responds to a large volume of phone calls while utilizing multiple database systems to obtain necessary data.
• Maintains and reconciles cash drawer daily, processes checks, cash, money orders, and credit transactions. Scans check payments.
• Research information related to customer inquiries and complaints.
• Responds to customer requests or inquiries concerning services, equipment, and operations.
• Routes customer inquiries and complaints to appropriate staff member and/or department.
• Generates, routes, and monitors service requests from customers requesting and reporting various city services.
• Performs a variety of clerical duties such as emails, letters, forms, and other correspondence.
• Retrieves and processes resident applications/forms and files all documents or records and reports.
• Maintains records, enters data, and retrieves data as needed. May be responsible for sensitive and/or confidential files.
• Research customer account information to explain services, charges, and adjustments.

Education: Graduation from an accredited high school or equivalent, bachelor's degree preferred, but not required. Experience: One year of experience in customer service or a related field. One year of relevant experience working in a Call Center environment for a municipality or government agency is preferred. Bilingual proficiency in Mandarin is preferred but not required. Employment Standards: Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed. Knowledge of: Applicable department policies, procedures, and regulations; customer experience principles and service excellence standards; methods of receiving, documenting, and processing service requests; utility rates structures, usage, and billing functions for residential, multifamily, and commercial customer accounts; and customer relations practices. Possess skill in oral and written communication and in using utility billing software systems. Ability to: Resolve issues with a solutions-oriented and customer focused approach; ability to provide courteous, professional, and responsive customer service; ability to listen effectively and communicate clearly both orally and in writing; ability to effectively present information in one-on-one meetings with customer and employees; ability to add and subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; ability to apply best practices carrying out work responsibilities without the need for detailed written or oral instructions; ability to deal with and resolve problems in work situations; and ability to establish and maintain effective communication and working relationships with city employees and the public.

Working Conditions The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions While performing duties of this job, the employee is regularly required to sit; stand; walk; reach with hands, fingers, and arms; handle or feel objects, tools, or controls; climb; balance; bend; stoop; kneel; crouch and/or crawl. The employee is regularly required to read, speak, including talking on the telephone; and hear with background noise. Specific vision abilities required in this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Physical Demands The employee must be able to regularly lift and/or move up to 25 lbs. The employee will usually work in a climate-controlled indoor environment. However, while working an employee may be exposed to dust, loud noises, vibrations, fumes and odors, communicable diseases, wetness/humidity, and darkness or variable lighting. FLSA STATUS: Non-exempt

Applicants are encouraged to apply promptly. The City reserves the right to extend the closing date or close this recruitment without notice. Individuals determined to be qualified and best aligned to the position will be invited to participate in the selection process.

To Apply: Employment Applications are available online only. Please submit your completed application and attach copies of ALL certificates and licenses in PDF format. The City of South Pasadena is an Equal Opportunity Employer. We value and encourage diversity in our workforce. The City of South Pasadena intends to provide reasonable accommodations in accordance with the Americans with Disabilities Act of 1990. If a special accommodation is desired, or if you would like to request this information in an alternative format, please call View phone number on click.appcast.io or email View email address on click.appcast.io.

The City of South Pasadena (population 26,047) is a charming community located only eight miles from downtown Los Angeles on the west side of the San Gabriel Valley. South Pasadena is known for its beautiful tree-lined streets, stunning homes, unique small businesses, top-quality schools and a strong commitment to community. South Pasadena is also a full-service city with its own fire, police and water departments.

Occupying 3.44 square miles of flatlands and hillsides, South Pasadena's unique character makes it one of California's most desirable locations. The City has a rich history of intact late 19th and early 20th Century neighborhoods and residences, giving it a strong claim as one of the oldest and most historic sites in the San Gabriel Valley. One of the first suburbs of Los Angeles, South Pasadena maintains small-town quality, with charming residential streetscapes, and a historic commercial core, making it one of Hollywood's favorite suburban filming locations, featured in numerous television and big screen productions.

South Pasadena is frequently recognized as a family and environmentally friendly community. The City enjoys quiet, attractive, walkable neighborhoods and a low crime rate. There are numerous active community organizations in South Pasadena, including the Oneonta Club, WISPPA, South Pasadena Arts Council, AYSO, Little League, Boy Scouts, Girl Scouts, Women's Club, Chamber of Commerce, South Pasadena Preservation Foundation, Holy Family Church, St. James Church, South Pasadena Tournament of Roses Association, South Pasadena Chinese-American Club, Vecinos and many others. Boasting over 100 acres of parks and playgrounds and more than 21,000 trees, the City's picturesque environment invites residents and visitors to enjoy numerous opportunities for outdoor recreation. South Pasadena offers an 18 hole, Par-3 golf course, tennis, racquet and pickleball facilities, horse stables and a dog park all in its picturesque Arroyo Seco area.

Small, proud and independent, the City of South Pasadena has preserved its status as a unique community for over a hundred years.

NOTE: The provisions in this job flyer do not constitute an expressed or implied contract; and any provisions contained in this flyer may be modified or revoked without notice.

The City of South Pasadena provides an extensive benefits package to support its employees' well-being and financial security, including long-term disability. These benefits include:

• 1% base salary contribution to deferred compensation.
• A flexible 4/10 work schedule. The City also closes from December 25 to January 1, and employees are paid during this time.
• Vacation accrues based on years of service, starting at 88 hours the first year, 96 hours, and increasing by 8 hours annually*. Employees may cash out vacation once per year, up to 80 hours.*
• Paid Time Off (Per Year): 96 hours of sick leave, 11 paid holidays
• The City offers comprehensive medical, dental, and vision plans through CalPERS for the employee and their family. The City pays a significant portion of the premiums.
• City paid life insurance, Accidental Death & Dismemberment insurance, and Long Term Disability coverage.
• Retirement benefits are offered through CalPERS, with Classic