Customer Service Specialist I

The City of Pomona is seeking a customer-focused and detail-oriented professional to join the Revenue Management Division of the Finance Department as a Customer Service Specialist I. This is an open and promotional recruitment available to both external applicants and eligible City employees. In this role, the Customer Service Specialist I assists customers in person and by phone, processes business license applications and renewals, processed remittances various tax and fee revenues, processes service requests for the City’s water and sanitation programs, handles financial transactions, reconciles daily cash revenues, and responds to customer inquiries and concerns. The position also provides administrative and accounting support for business licensing, utility billing, collections, and other City programs. The Ideal Candidate The ideal candidate will possess excellent customer service, communication, and organizational skills. Successful candidates will be comfortable assisting customers with account questions and payment concerns, handling challenging interactions professionally, and accurately processing financial transactions and service requests. The ideal candidate will also demonstrate strong attention to detail, mathematical ability, dependability, and the ability to manage multiple priorities in a fast-paced environment. Experience with cashiering, utility billing, account reconciliation, business licensing, accounts receivable, or general administrative support is highly desirable. Why Pomona The City of Pomona offers meaningful public service work, opportunities for professional growth, and an excellent benefits package, including: 4/10 work schedule (Fridays off) CalPERS defined-benefit retirement plan Comprehensivemedical, dental, and vision insurance options Generous paid time off, including vacation and sick leave, paid holidays, and floating holidays Tuition reimbursement of up to $3,500 per year for eligible educational expenses City-paid life and long-term disability insurance Optional457 deferred compensation plan Medical and dependent-careFlexible Spending Account s Competitive salary with a 5% increase effective October 1, 2026 Any combination equivalent to experience and training that would provide the required knowledge, skills, and abilities would be qualifying. A typical way to obtain the knowledge, skills, and abilities would be: Education and Experience High school diploma or GED equivalency. One year of general administrative support and customer service experience or one year of general accounting experience. License or Certificate Possession of, or must obtain, an appropriate, valid driver's license. Must have the ability to type 45 net words per minute (refer to information below). Applicants must submit an original certified typing certificate with application within five (5) calendar days after closing date (minimum of 45 net words per minute on a 3 minute exam). Refer to Typing Certificate Requirements sheet. The City of Pomona will accept an online typing test obtained only through speedtypingonline.com. Your typing ability may be validated in person at a later date. Please review the Pomona Online Typing Test Instructions. Competencies The following list represents the core competencies needed for success in this position. Self-Management: Showing personal organization, self-discipline, and dependability. Oral Communication: Engaging effectively in dialogue. Customer Focus: Attending to the needs and expectation of customers. Handling Conflict: Managing interpersonally strained situations. Teamwork: Collaborating with others to achieve shared goals. Mathematical Facility: Performing computations and solving mathematical problems. Assist customers at counter or by phone to process and handle transactions for various functions within the City; such as water, sewer, planning, police, recreation, finance, and General Fund revenues. Prepare and process service orders/work orders for various City services including but not limited to water, sewer, business licensing. Services include setting up new billing accounts, closing accounts, water meter installations, administration of business license activity, cashiering etc. Provide assistance to citizens with inquiries and complaints; answer customer complaints regarding charges, delinquencies and refunds of transactions from various departments within the City. Handle accounts that have not been properly paid through a formal write off process, processing of State recorded bankruptcies, and/or working with the City's collection agencies. Audit and review cash transactions, reconcile daily cash revenues deposited in the bank and to the cash accounts in the general ledger. Initiate and process journal entries that will balance revenue transactions in the general ledger cash account. Post revenue balances in the City cash accounts. Provide the public with general information regarding City policies and procedures, refer calls to appropriate department personnel and obtain and receive information from other public and private agencies as required. Perform a variety of general administrative support duties including typing and proofreading a variety of documents, maintaining files and records, and sorting incoming mail. Establish and maintain complete files and records related to assigned function. Perform related duties and responsibilities as assigned. Special Requirements Essential duties require the following physical skills and work environment: Ability to work in a standard office environment and the ability to travel to different sites and locations. Open & Promotional Recruitment This recruitment is open to external candidates as well as any City of Pomona employee not serving an initial probationary period and any other hourly City employee. Examination Procedure Screening of qualifications and "most qualified" is based on the information provided on the official City Application. A resume may be attached to your application, but will not substitute for the completion of your application. Applications that are not entirely completed may be rejected. This recruitment may also establish a list for future vacancies. Supplemental Questions To complete your application for this position you will be prompted to respond to supplemental questions. Incomplete responses, false statements, omission, or partial information may result in disqualification from the selection process. Your responses should be consistent with the information provided on your application. The information will be used as part of the application screening and selection process and is designed to help you present your qualifications for this position. This may include a selection step in which your application and supplemental questions are reviewed and scored by a panel of raters familiar with this position. #J-18808-Ljbffr