Customer Service Representative

Customer Service Representative

This position supports the Rental Housing Inspection Program (RHIP) by providing front-line customer service and administrative assistance related to registrations, inspections, billing, and program compliance. This position processes a high volume of registration forms, customer communications, returned mail, and maintains accurate ownership and contact information in multiple systems. The position responds to inquiries by phone, email, and in person, assisting customers with program requirements, scheduling needs, and documentation. It also supports inspection operations, outgoing mail production, and public counter services to ensure efficient RHIP workflows and timely processing of program activities.

The ideal candidate will be an organized and customer-focused individual who communicates clearly across phone, email, and in person interactions. They will work efficiently in a fast-paced environment, managing registrations, returned mail, and data updates with accuracy. The ideal candidate will learn new systems quickly, use good judgment when assisting a diverse range of customers, and adapt well to changing procedures and priorities.

To perform a variety of record keeping, general clerical, transaction processing, and public contact and customer service work over the telephone and at a public counter; and direct information requests according to established standards and procedures. This is the journey-level class in the Customer Service series. The Customer Service Representative class is distinguished from the Customer Service Assistant in that the latter is the entry-level class in the Customer Service series where incumbents would lack a complete knowledge of unit procedures and standards, and not yet able to perform the full range of duties without immediate supervision. This class is distinguished from the Customer Service Specialist in that the latter is the advanced journey level class in the series and is considered the technical expert of the series. Positions in this class are flexibly staffed, and are usually filled by advancement from the lower-level class of Customer Service Assistant. Appointment to the higher class requires that the employee be performing substantially the full range of duties for the class and meet the qualification standards for the class. Immediate supervision is provided by a Customer Service Supervisor or higher-level staff. Lead direction may be provided by higher-level staff. The Customer Service Representative may provide lead direction to lower-level staff.

Knowledge of: English usage, spelling, grammar, and punctuation. Proper public and telephone contact practices. Basic financial record keeping procedures and methods. Methods and equipment used in processing payment and other fees. Modern office practices, procedures and equipment, including filing systems. Basic mathematical principles and procedures. Assessing maps, as assigned including geographic information systems (GIS), parcel, subdivision, etc. Computer operations, including computer software applications and other specialized business applications. Organization, procedures and operating details of City department to which assigned.

Skills in: Computer keyboard, typewriter and 10-key calculator. Working as part of a team. Phone skills and diplomacy. Computer and Internet searches. Ability to: Exercise tact, judgment and patience in dealing with the public, staff and client departments. Be flexible with changes in policies and procedures. Work under pressure. Operate standard office equipment, including adding machine, personal computers, 2-way radio and other office equipment. Interpret and apply City regulations and procedures as applicable to billing, fees and collections. Learn the organization, procedure and operation details of the City. Use a variety of business software applications in order to complete assigned duties in a timely manner. Use good judgment in the application of City policies, regulations and procedures. Work any shift, including weekends and holidays is mandatory for some assignments. Maintain appropriate records and reports. Type at a speed of not less than 35 net words per minute. Perform mathematic calculations. Understand and follow oral and written instructions. Work with minimal supervision. Speak clearly and concisely. Perform notary services. Work with a diverse group. Establish and maintain effective working relationships with those contacted in the course of work. Perform concurrently multiple customer service related duties.

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 increasingly responsible experience performing a wide variety of general clerical, reception, public contact, and public service work, providing information and/or directing request over the telephone and at a public counter. Education: Equivalent to the completion of the twelfth grade.

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 credential's evaluation service. Evaluation of education records will be due at time of appointment.

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

Application: All applicants must complete and submit online a City of Sacramento employment application by the final filing deadline; Employment applications must be submitted online; paper applications will not be accepted. Employment applications will be considered incomplete and will be disqualified: 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). If "see resume" is noted in the "Work Experience" section; a resume will not substitute for the information required in the "Work Experience" section. Proof of education such as, but not limited to, university/college transcripts and degrees should be submitted online with your application. Proof of education will be required at time of appointment. Position/job titles will not be considered in determining eligibility for meeting the minimum qualifications for this position. If you're requesting Veteran's credit, a copy of your DD214 must be submitted online with your application or emailed to the Employment Office by the final filing deadline. Applicants are responsible for attaching a copy of their DD214 to each position for which they apply.

Training and Experience Exam: 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 candidate's 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: Responses to the T&E questions must be submitted online; paper questionnaires will not be accepted. A resume will not substitute for the information required in the T&E questions.

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. Candidate's eligibility expires one year from the date of notification of a passing score for the Customer Service Representative examination.

Screening Committee: 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.

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.