CUSTOMER SERVICE REPRESENTATIVE REV 08/28/25

Job Title

Customer Service Representative

Job Description

A Customer Service Representative has direct public contact including in-person transactions; use of the telephone and Internet to receive customer requests for service; provide information and respond in writing to customers of the Department of Water and Power regarding accounts and department programs; performs specialized work in various aspects of customer billing and collection, including the use of personal computers to make necessary input/adjustment transactions; and does related work.

Duties

Annual salary ranges from $66,669 to $105,736. Candidates from the eligible list are normally appointed to vacancies in the lower pay grade positions. Annual salary is at the start of the pay range. The current salary range is subject to change. Please confirm the starting salary with the hiring department before accepting a job offer. For information regarding reciprocity between the City of Los Angeles departments and LADWP, go to (Download PDF reader).

Requirement(s)/Minimum Qualification(s)

Two years of full-time paid experience processing customer requests for service and providing information to customers regarding accounts or specialized programs either in-person or through the telephone or Internet; or performing specialized work in various aspects of customer billing and collection, including data entry, customer account research and resolution, and the use of personal computers to make necessary input/adjustment transactions. The Customer Contact Center operates 24 hours per day, 7 days per week. Customer Service Representatives may be required to work weekends, holidays, day, night, and early/late morning shifts on an as-needed basis. You will not necessarily be assigned to the shift of your choice. Most positions are located in the Civic Center; however, some positions may also be located in other parts of the City. Some half-time positions will be filled from this examination. A valid Class C driver's license issued by the California Department of Motor Vehicles (DMV) is required at the time of appointment. Candidates will not be eligible for appointment to these positions if their DMV record within the last 36 months reflects three or more moving violations and/or at-fault accidents, or a conviction of a major moving violation such as DUI. In accordance with Charter Section 1010 (b) and Civil Service Rule 5.31, selective certification will be used for some positions that require special skills and/or training in one or more of the following areas. Only persons possessing the following at the time of filing may be considered for appointment to fill such positions. The ability to speak or write a language other than English. Proficiency in Spanish, Korean, Vietnamese, Chinese, Armenian, Filipino/Tagalog, and Farsi is required for some positions.

Where To Apply & Application Deadline

Applications will only be accepted on-line. When you are viewing the on-line job bulletin of your choice, simply scroll to the top of the page and select the "Apply" icon. On-line job bulletins are also available at Applicants are urged to apply early to ensure you have time to resolve any technical issues you may encounter. Applications will only be accepted on-line on the dates listed below: FRIDAY, AUGUST 15, 2025 to THURSDAY, AUGUST 28, 2025. Additional filing periods may be added based on the City's hiring needs. The examination may close without prior notice at any time after a sufficient number of applications have been received. Filing periods may change without prior notice or additional dates may be added, as needed, at a later date. For administrative purposes, filing will close periodically and reopen on the dates noted in the "Application Deadline" section of this bulletin. In accordance with Civil Service Rule 4.2, all applicants who apply may not be tested in this examination. To meet anticipated hiring needs, only a limited number of qualified applicants will be invited to participate in the selection process in the following order: 1) Applicants currently employed by the City of Los Angeles who meet the minimum requirements, or are on a reserve list; 2) Remaining applicants who meet the minimum requirements in sufficient numbers to meet hiring needs based on a random sampling of those qualified candidates. Applicants not selected to be tested may re-apply in a subsequent filing period in order to be considered for that period's selection process.

Selection Process

Examination Weights: Multiple-Choice Test - Qualifying Interview - 100%. The examination will consist of a qualifying multiple-choice test and a weighted interview. In the on-line multiple-choice test, the following competencies may be evaluated: Mathematics; Attention to Detail; Computer Proficiency; Customer Service; and other necessary knowledge, skills, and abilities. The qualifying multiple-choice test will be proctored and administered on-line during a single session. Candidates invited to participate in the on-line multiple-choice test will be able to take the test from a remote location (i.e. their home) using a computer with a webcam and a reliable internet connection. Candidates who do not complete and submit the remote proctored multiple-choice test on-line using a computer by the specified date and time will not be considered further in this examination. For candidates who apply between AUGUST 15, 2025 and AUGUST 28, 2025, it is anticipated that the on-line multiple-choice test will be administered between OCTOBER 14, 2025 to OCTOBER 20, 2025. Additional job analysis information can be obtained by going to and clicking on Competencies under Customer Service Representative. FAQs for on-line testing are available at Candidates who do not have the required equipment may have the option to take the multiple-choice test onsite at a City facility. Passing Score for the Qualifying Multiple-Choice Test The passing score for the qualifying written test will be determined by Personnel Department staff after the qualifying multiple-choice test is administered. Consideration will be given to the number of candidates taking the test and the existing and anticipated number of vacancies, such that there are a sufficient number of eligibles on the list to satisfy current and future vacancies for the next two years. Therefore, the passing score for the qualifying multiple-choice test may be set either at, above, or below 70%. Candidates must achieve a passing score on the qualifying multiple-choice test in order to be scheduled for the interview. The examination score will be based entirely on the interview. In the interview, the following competencies may be evaluated: Judgment and Decision Making; Analytical Ability; Attention to Detail; Stress Tolerance; Customer Service; Credibility; and other necessary knowledge, skills, and abilities. Candidates will be notified by e-mail of the date, time, and location of the interviews, which may be held in Los Angeles or on-line. This examination is based on a validation study, and as provided by Civil Service Commission Rule 4.20, the multiple-choice test will not be subject to candidate inspection. As a covered entity under the Fair Employment and Housing Act and Title II of the Americans with Disabilities Act, the City of Los Angeles does not discriminate on the basis of disability and upon request, will provide reasonable accommodations to ensure equal access to its programs, services, and activities. To request a disability accommodation, please complete the Disability Accommodation Form within 14 calendar days of the submittal of the City application. The Disability Accommodation Form can be obtained at (Download PDF reader). Applications are accepted subject to review to ensure that the minimum qualification has been met. Candidates may be disqualified at any time if it is determined that they do not possess the minimum qualification stated on this bulletin. A final average score of 70% or higher in the interview is required to be placed on the eligible list. You may take the Customer Service Representative multiple-choice test only once every 24 months. Your name may be removed from the open competitive list after six (6) months. Your rank on the employment list may change as scores of candidates from other administrations of the examination are merged onto one list. If you receive and accept an offer of employment to a regular position with the City of Los Angeles, your employee benefit coverage (including health and dental coverage as well as life insurance) will commence approximately six weeks after your original regular appointment. Not all positions in the City receive benefit coverage; you should inquire regarding the availability of employee benefits prior to accepting a position. All City employees are required to be Disaster Service Workers. The City of Los Angeles does not discriminate on the basis of race, religion, national origin, sex, age, marital status, sexual orientation, gender identity, gender expression, disability, creed, color, ancestry, medical condition (cancer), or Acquired Immune Deficiency Syndrome. AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER For additional information and FAQs regarding the City's hiring process, please go to: