Customer Service Specialist I

Salary : $50,736.00 - $61,716.00 Annually
Location : City Hall, 505 S. Garey Ave, Pomona, CA
Job Type: Full-Time
Job Number: 26-CSS1/1
Department: Finance
Opening Date: 08/27/2026
Closing Date: 9/20/2026 11:55 PM Pacific
Max Number of Applicants: 200


VACANCY
APPLY IMMEDIATELY


This recruitment will close after the first 200 applications are received. A valid typing certificate must be attached for an application to be considered complete (must follow instructions linked in this job bulletin). Interested candidates are encouraged to apply as soon as possible.
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.

This is a flexible-staffing classification, with the current vacancy being filled at the Customer Service Specialist I level.

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
• Comprehensive medical, 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
• Optional 457 deferred compensation plan
• Medical and dependent-care Flexible Spending Account s
• Competitive salary with a 5% increase effective October 1, 2026

If you are passionate about providing excellent customer service and want to build your career in public service, we encourage you to apply.

MINIMUM QUALIFICATIONS TO APPLY
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. .) T he 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.

ESSENTIAL DUTIES

• 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.

SELECTION PROCESS
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.
City Mission Statement
The City of Pomona is dedicated to improving the quality of life for our diverse community.
The City of Pomona offers the following generous benefit package. Employees in this group serve a 12-month probationary period. The Salary Scale Plan is composed of five steps. Merit step increases are based on meets standards performance.


WORK SCHEDULE:
Most employees including certain Police Department employees work a 4/10 work schedule.
24-hour operations personnel may be assigned to a 12-hour (12/80) schedule.
City Hall Employees work Monday through Thursday, with City Hall being closed every Friday.


In order to maintain service to the public, departmental effectiveness, productivity and/or efficiency, a Department Director may assign an employee a different work schedule that is in compliance with the requirements of FLSA with Human Resources approval.

RETIREMENT BENEFITS : Provided by the California Public Employee's Retirement System. Every regular employee becomes a member immediately upon employment. New employees who become a "new" member of CalPERS for the first time on or after January 1, 2013 will be enrolled in the CalPERS 2% @ 62, FAS 3 Plan. New members will be required to pay at least 50% of the normal cost (Govt. Code Section. 7522030(c)). However, a new employee who is a "classic" member of CalPERS or a current member of another California public retirement system will be enrolled in the CalPERS 2% @ 60, FAS 3 Plan. Currently, all new PCEA employees shall pay the CalPERS member's retirement contribution of 7.5%. City of Pomona employees do not contribute into Social Security.

PAID HOLIDAYS: 13 paid holidays & 1 floating holiday is provided per year.
VACATION LEAVE:

• 1-4 years = 80 hours
• 5-9 years = 160 hours
• 10-14 years = 184 hours
• 15 years = 200 hours
• Extending through the 20th year, employee shall accrue 8 hours of additional vacation leave per year with a maximum accrual of 240 hours per year.

SICK LEAVE: 12 days per year (prorated if on any leave without pay).

GROUP INSURANCE PROGRAMS are available to eligible City employees. These programs include medical, dental, vision, long-term disability, life and accidental death and dismemberment insurances.

• HEALTH INSURANCE: $700 per month; cash-in-lieu program available
• DENTAL: $75 per month
• VISION: Voluntary participation by the employee
• 125 BENEFIT PLAN CONTRIBUTIONS: City paid contributions that goes towards medical, dental, and vision insurance premiums. They are applied in addition to the other contributions listed above.
  • Waiving coverage = $45 per month
  • Single coverage = $205 per month
  • Two-party coverage = $1,075 per month
  • Family coverage = $1,775 per month
• LONG TERM DISABILITY INSURANCE: 66 2/3 of base salary for a maximum of 2 years after 60 days
• LIFE INSURANCE: $30,000 policy plus AD&D

EDUCATIONAL INCENTIVE PLAN available for eligible employees to develop their knowledge and abilities.

• TUITION REIMBURSEMENT: $3,500 per year

DEFERRED COMPENSATION: A voluntary deferred compensation 457 plan is available.

FLEXIBLE SPENDING ACCOUNTS are available where employees use pre-tax salary to pay for regular child care, adult dependent care and/or medical expenses.

LEGAL PROTECTION AND IDENTITY THEFT PROTECTION: Offered by LegalShield under two separate plans, provides the protection and peace of mind your family needs and deserves. LegalShield provides a variety of legal services, while IDShield is focused on identity theft protection. These offerings may be purchased individually or bundled together.

PET INSURANCE: Offered by Nationwide, allows you to select from two pre-made plans, or create a customizable plan that addresses the specific needs of your beloved pets.

CREDIT UNION membership is available to all City employees and provides access to low interest loans.

NOTE: The provisions of this bulletin do not constitute a contract expressed or implied, and any provisions contained herein may be modified or revoked without notice.
FIVE-YEAR VISION STATEMENT: Pomona will be recognized as a vibrant, safe, beautiful community that is a fun and exciting destination and the home of arts and artists, students, and scholars, business and industry.

CORE VALUES: The City of Pomona values Cultural Diversity; Fiscal Responsibility; Focusing on the Future; Excellent Customer Service; Leadership; Quality of Life; and Clear and Open Communication.
01


Do you have a high school diploma or GED equivalency?

• Yes
• No

02


Which best decribes your level of education?

• High School
• Some college
• Associate's degree
• Bachelor's degree
• Master's degree

03


This position requires you to submit a typing certificate with a minimum typing speed of 45 Net Words Per Minute (NWPM). What is the typing speed on your certificate?

• Less than 45 net words per minute
• More than 45 net words per minute

04


Which of the following best represents your total work experience providing administrative support and customer service experience.

• No experience.
• Less than 1 year of experience.
• 1 year or more, but less than 2 years of experience.
• 2 years or more, but less than 3 years of experience.
• 3 years or more, but less than 4 years of experience.
• 4 or more years of experience.

05


Which of the following best represents your total work experience in general accounting.

• No experience.
• Less than 1 year of experience.
• 1 year or more, but less than 2 years of experience.
• 2 years or more, but less than 3 years of experience.
• 3 years or more, but less than 4 years of experience.
• 4 or more years of experience.

06


In 150 words or fewer, describe your experience providing customer service in person and by telephone. Include the types of customers you assisted, the nature of their inquiries, and your specific responsibilities. If you do not have this experience, enter "N/A." Responses such as "See resume" will not be accepted.
07


In 150 words or fewer, describe your experience processing financial transactions, such as accepting payments, cashiering, balancing a cash drawer, reconciling daily receipts, or reviewing transactions for accuracy. If you do not have this experience, enter "N/A." Responses such as "See resume" will not be accepted.
08


In 150 words or fewer, describe a specific situation in which you assisted a dissatisfied or upset customer. Explain the situation, the actions you took to address the customer's concerns, and the outcome. If you do not have this experience, enter "N/A." Responses such as "See resume" will not be accepted.
09


I understand that I must attach a typing certificate to my City Employment Application per the City of Pomona HR Department's requirements. Email and faxed certificates won't be accepted after submission. Please confirm you've read and understood this by providing your initials.
Required Question