Customer Service Specialist I/II

Customer Service Specialist

If you thrive in a team-oriented environment, our beachside recreation department is the perfect place to grow. As a Customer Service Specialist, you'll be part of a collaborative staff that works together to create positive experiences for residents of all ages. If you're ready to bring your enthusiasm, professionalism, and people-first mindset to a supportive coastal workplace, we'd love to have you join our team.

Under general supervision, to perform a variety of customer service functions, including processing requests for facility park permits, receiving payments and issuing receipts, inputting data into the computer and resolving customer complaints; and to perform a variety of clerical functions related to assigned area of responsibility.

Distinguishing characteristics:

Customer Service Specialist I: This is the entry level class in the Customer Service Specialist series. This class is distinguished from the Customer Service Specialist II by the performance of the more routine tasks and duties assigned to positions within the series including assuming responsibility for less complex projects.

Customer Service Specialist II: This is the journey level class within the Customer Service Specialist series. Employees within this class are distinguished from the Customer Service Specialist I by the performance of the full range of duties as assigned including working independently and assuming full responsibility for assigned projects. Employees at this level 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.

Essential Functions

Essential and other important responsibilities and duties may include, but are not limited to, the following:

• Provide front counter assistance; explain policies and procedures in assigned area; respond to and resolve customer concerns and issues.
• Receive and process payments; input data into the computer; operate the cash register; compute change and issue receipts.
• Balance and reconcile cash drawer; count and verify cash and related reports; maintain accurate records.
• Maintain a variety of files and records; ensure information is current and accurate; research and retrieve files, as necessary.
• Order supplies and equipment for assigned area.
• Answer phone calls; and provide information to the public.
• Provide back-up support to lower-level staff.
• Assist non-profit organizations and private individuals with the booking of City rental facilities for meetings, parties, wedding/receptions, and sport field and park usage.
• Oversee facility set-up staff responsible for event set-up.
• Process recreation class registrations in specialized recreation software.
• Assist customers in obtaining or meeting specialized requirements such as guard service, liability insurance, and bartender or caterer information.
• Process weekly facility schedule and coordination of scheduling for facility set-up staff.

Typical Qualifications

Knowledge of: Customer service techniques. Basic accounting principles and practices. Record keeping methods and techniques. Cash handling techniques. Modern office procedures, methods and computer equipment. Principles of mathematics. Pertinent federal, state and local laws, codes and ordinances.

Ability to: Maintain tactfulness and courtesy during high stress situations. Perform mathematical calculations accurately and quickly. Operate a computer and office equipment in a safe and efficient manner. Read, understand, interpret and explain City policies and procedures. Learn the functions, operations, organizational structure, and policies/procedures of the assigned department. Work independently, multi-task and complete work assignments in an effective and timely manner, while working in a setting with changing deadlines and frequent interruptions. Communicate clearly and concisely, both verbally and in writing. Maintain effective working relationships with those contacted in the course of work.

Experience and Education/Training Guidelines Any combination of experience and training that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Customer Service Specialist I: Experience: One year of experience in customer services with an agency, company, or organization. AND Education/Training: Equivalent to the completion of the twelfth grade.

Customer Service Specialist II: Experience: Two years of experience in customer service with an agency, company, or organization. OR one year as a Customer Service Specialist with the City of San Clemente AND Education/Training: Equivalent to the completion of the twelfth grade.

Working Conditions

Work Environment: Office environment.

Physical Requirements:

• Work is performed in an indoor office environment, requiring extensive sitting or standing for prolonged periods of time
• Work involves occasional walking, reaching, stooping, kneeling, and bending.
• Moderate lifting, carrying, pushing, and/or pulling of items of moderate weight.
• Manual dexterity to operate a computer keyboard and other office equipment, handle files and documents
• Hearing and speaking to exchange information in person or on the telephone
• Visual acuity to see/read documents and computer screen.

Supplemental Information

Application and Selection Procedure: All applicants must submit a completed City of San Clemente application form and supplemental questionnaire in order to be considered. Applications will not be accepted by fax or email.

Applications must be submitted via the City's web site at All properly completed applications will be reviewed, and the most appropriately qualified individuals will be invited to continue in the selection process. Examinations for the position may consist of any combination of written, performance, or oral exams to evaluate the applicant's skill, training, and experience.

Prior to employment, the prospective candidate must successfully complete a background review, medical examination, including drug screen, and be fingerprinted, all at City expense. If selected, written identification showing entitlement to legally work in the United States will be required.

Equal Opportunity Employer: Employment decisions are made without regard to race, color, religion, national origin, ancestry, physical or mental disability, medical condition, marital status, sex, sexual orientation, pregnancy, childbirth, or related medical conditions, gender, gender identity, gender expression, genetic information, or age.

In accordance with the ADA, candidates that require accommodation to perform the tasks of this position should contact Human Resources to inform them of the accommodation requested.

Note: The provisions of this bulletin do not constitute an express or implied contract and any provisions contained herein may be modified or revoked without notice.