Customer Service Representative

Job Description:

Customer Service Representative

Description

Description/Special Instructions

The City of Elk Grove is now accepting applications for the position of

CUSTOMER SERVICE REPRESENTATIVE

The Public Works Department is currently seeking a highly motivated, versatile problem solver with excellent customer service and proven organizational skills to join our team as a Customer Service Representative. The ideal candidate will possess excellent communication skills, attention to detail, time management skills, and the ability to work independently as well as in a team.

This position serves as the primary point of contact for residents and acts as a liaison to staff within the Operations & Maintenance, Capital Maintenance, Fleet & Facilities, and Recycling & Waste Divisions within the Public Works Department. Acting as an integral support system, the responsibilities of the Customer Service Representative also include supporting program goals, objectives, policies, and processes, ensuring they are carried out in both day-to-day and during special operations such as the storm response. As this position will coordinate with and support all Public Works divisions, excellent communication skills are vital for success in this role!

This position is perfect for someone interested in an opportunity to work with a dedicated team that shares a commitment to quality customer service, efficiency, and innovation.

Tentative Recruitment Timeline (subject to change)

Filing Deadline: 11:59 PM on February 17, 2025

Written Exam: February 25, 2025 (in person)

Oral Board Interviews: March 6, 2025 (virtual)

Final Selection Interviews: March 10, 2025 (in person)

The City offers a competitive salary and generous benefit package including CalPERS retirement benefits, a deferred compensation match and more. Why work for the City of Elk Grove? Proud Heritage. Bright Future.

Community Profile

Elk Grove is a vibrant, family-friendly community of approximately 178,124 people in the Sacramento, California region, located 14 miles south of the State Capital and 60 miles east of the Bay Area. Elk Grove is a young, ethnically diverse, modern city that was incorporated in 2000. Elk Grove has low crime, excellent schools, over 100 community parks and 28 miles of trails, plentiful dining and shopping options, numerous annual events and festivals, and over 270 sunny days per year.

Representative Duties

DEFINITION

Under general supervision, performs a variety of customer service duties in support of an assigned department; serves as the first point of contact for assigned functional areas ; processes the receipt of payments, departmental forms, or applications; provides support for accounting, financial, and cashier functions in assigned department; maintains department records; p rovides information and assistance to customers, the public , City staff and external departments ; p repares correspondence and reports as needed ; and performs related duties as assigned.

SUPERVISION RECEIVED AND EXERCISED

Receives general supervision from assigned management or supervisory personnel. Exercises no direct supervision over staff.

CLASS CHARACTERISTICS

This journey level classification is responsible for independently performing customer service duties in support of assigned programs and/or function al areas . Positions at this level exercise judgment and initiative in their assigned tasks, 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.

EXAMPLES OF TYPICAL JOB FUNCTIONS (Illustrative Only)

Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

• Serves as the first point of contact in person, over the phone, and through electronic means for functional areas that have heavy contact with the public; provides customer service and assistance to the public in person, by phone, or by mail; responds to inquiries; explains internal processes, procedures, and requirements for a variety of transactions, services, or activities.
  
• Receives and responds to requests for information, records, and documents; converts hardcopy records into digital formats; indexes digital records into an electronic records system; maintains electronic and hardcopy files; files and retrieves record copies; responds to public complaints.
  
• Receives and processes department forms; verifies accuracy of information on forms, collects appropriate fees, and posts payments; routes forms to appropriate departments for review and action.
  

• Compiles, reviews, and records financial data to various departmental accounts; resolves discrepancies; establishes and maintains various files and records; balances cash; prepares and delivers bank deposits.
  
• Perform a variety of cashier duties, including acceptance of payments in the form of cash, check, or credit card payments for department fees.
  
• Performs a variety of general office support functions including typing, record keeping, and proofreading; maintains department schedules; creates correspondence with community members regarding donations, refunds, payment plans or other business transactions.
  
• Assists in the preparation of reports; gathers and organizes data; prepares and maintains a variety of files, logs, records, and reports.
  
• Receive, review, and process mail for assigned department; process return to sender mail; creates mailers and distributes mail throughout the department.
  
• Maintains reception area and ensures all public areas clean and tidy; secures and opens reception area at assigned business hours.
  
• Monitors and maintains adequate quantities of supplies and forms; orders supplies and forms, as necessary.
  
• Performs related duties as assigned.
  

When assigned to Animal Services/Animal Shelter:

Employees are regularly exposed to animals and are required to perform animal handling as part of their duties.

Qualifications

QUALIFICATIONS

Knowledge of:

• Techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors, and City staff.
  
• Records management principles and procedures including record keeping and filing principles and practices.
  
• Methods and techniques of clerical accounting, coding, verifying, balancing, and reconciling accounting records.
  

• Basic mathematical principles.
  
• Pertinent federal, state, and local laws, codes, and regulations.
  
• Basic principles and procedures of financial record keeping and reporting.
  
• Operations, services, and activities offered by the City, area, or function assigned.
  
• Techniques for effectively representing the City in contacts with the public.
  
• Diversity, equity, inclusion, and belonging concepts and principles, including their significance in organizational dynamics and the functioning of the City and their impact on fostering innovation and collaboration.
  
• Methods and techniques of preparing general business correspondence.
  
• City and mandated safety rules, regulations, and protocols.
  
• The structure and content of the English language at a level necessary to successfully perform the duties assigned.
  
• Current equipment and communication tools used for business functions and program, project, and task coordination, including computers and software programs relevant to work performed.
  

Ability to:

• Understand the organization, operation, and services offered by the City and of outside agencies as necessary to assume assigned responsibilities.
  
• Understand and interpret federal, state, and local laws, codes, and regulations relevant to the area(s) of assignment.
  
• Establish and maintain a variety of files and records.
  
• Perform routine mathematical calculations.
  
• Read, understand, and review documents for accuracy and relevant information.
  
• Work and multitask effectively in an environment with frequent interruptions and a high degree of public contact by phone and in person.
  
• Utilize effective and efficient customer service techniques to interact with internal and external customers, including responding to general inquiries and complaints.
  

• Effectively use computer systems, software applications relevant to work performed, and modern business equipment to perform a variety of work tasks.
  

• Communicate clearly and concisely in the English language at a level necessary for successful job performance.
  

• Use tact, initiative, prudence, and independent judgment within general policy and procedural guidelines.
  
• Engage with a diverse public and workforce, facilitating inclusive service delivery, and implementing equitable city policies.
  
• Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.
  

Education and Experience:

Completion of the twelfth grade and one (1) year of experience of experience providing administrative support or customer service in an environment with heavy public contact.

Licenses and Certifications:

• None.
  

Physical Demands and Work Environment

PHYSICAL DEMANDS

Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone. Standing in and walking between work areas is frequently required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment. Positions in this classification frequently bend, stoop, kneel, and reach to perform assigned duties, as well as push and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects up to 10pounds and up to 40 pounds when specifically assigned to Animal Services/Animal Shelter Reasonable accommodations will be made for individuals with disabilities who are qualified to perform essential functions of a position or positions within this classification.

ENVIRONMENTAL CONDITIONS

Employees work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures.

WORKING CONDITIONS

When assigned to Animal Services/ Animal Shelter, employees may be required to work non-traditional hours including evenings, weekends, and holidays.

FLSA Status: Non-exempt.

The information listed above is subject to change and does not constitute either an expressed or implied contract. The City of Elk Grove is an equal opportunity employer and is committed to creating a work environment in which all individuals are treated with respect and professionalism. In accordance with the Americans with Disabilities Act, should special accommodations be necessary at any stage of the selection process, please contact the Human Resources Department at (916) 478-2230.

CITY OF ELK GROVE

EMPLOYEE BENEFIT SUMMARY - NON REPRESENTED

Annual Leave (vacation/sick)
Upon Hire 176 hours 6.77 hours per pay period
5 Year Anniversary 216 hours 8.31 hours per pay period
10 Year Anniversary 232 hours 8.92 per pay period
15 Year Anniversary 256 hours 9.85 hours per pay period
20 Year anniversary 272 hours 10.46 per pay period

Deferred Compensation

Employee may participate in a 457 deferred compensation plan up to maximum allowed by law.

Deferred Compensation - City Match

The City will match up to 4% of employee's salary to a deferred compensation plan. There is a 1 year vesting period.

Employee Assistance Program

Available to employee and immediate family.

Flexible Spending Account

Covers IRS approved medical and/or approved dependent care expenses to be paid on a pre-tax basis.

• Medical spending up to $3,300.00 annually.
• Dependent care up to $5,000 annually.
• Adoption Assistance FSA up to $16,810 annually.

Health (Medical) Insurance
The City participates in the CalPERS Health Plan (PEMHCA) and offers a "cafeteria plan," which includes a monthly City contribution that an employee may apply toward premiums for medical insurance.

The City's Contribution rates for the 2025 plan year are as follows:

Single: up to $1,001.61 per month
2-Party: up to $2,003.22 per month
Family: up to $2,604.19 per month

Employees who show evidence of other group health insurance coverage and waive enrollment in a CalPERS health plan shall receive a taxable in lieu cash fringe allowance of $300 per month.

Dental Insurance
100% City paid for employee and eligible dependents if enrolled in the City's medical plan.

Vision Insurance
100% City paid for employee and eligible dependents if enrolled in the City's medical plan.

Pet Insurance
City employees are eligible to purchase pet insurance at a discounted premium rate through MetLife.

Supplemental Health Insurance
The City provides supplemental health insurance up to $15,000 per year for eligible participants.

Retirement Health savings Account

City provided defined contribution program for IRS-eligible medical expenses upon retirement.

Holidays

Twelve (12) paid holidays per year and sixteen (16) floating holiday hours per fiscal year. Employees who are assigned by the Police Chief to work shifts receive a 5% Holiday Pay Differential in lieu of paid holidays and eight (8) floating holiday hours per fiscal year.

Alternative Work Schedules
Available depending on Department

Life Insurance

City provides Life insurance at 1X base salary with a minimum of $50,000 and maximum of $300,000. Additional life insurance may be purchased by employee up to a maximum of $500,000.

Military Leave

The City will pay qualified employees any difference between his/her base salary and the amount received in military reserve pay for regularly scheduled annual training that requires the employee to take military leave from his/her regular work week.

Retirement -PERS
Your CalPERS Pension formula will be dependent upon your hire date with the City of Elk Grove and/or your status with any Public Retirement System.

• 2.7% at 55 if hired before 8/12/12.
• 2% at 55 if hired after 8/12/12 and a current Classic member of CalPERS.
• 2% at 62 if hired after 1/1/13 and not a Classic member of CalPERS.

Internal applicants will remain in their current retirement formula unless they are moving from a safety to miscellaneous classification.

Short Term/Long Term Disability

• The City provides Short-Term Disability coverage @ 66.67% of income, up to a maximum benefit of $2,300 per week and Long-Term Disability coverage @ 66.67% of income, up to a maximum benefit of $15,000 per month.
• The City also provides Paid Family Leave coverage @ 60-70% of weekly earnings up to a maximum of $,1623 per week.

City employees DO NOT contribute to the California State Disability Insurance (SDI) program.

Social Security

City offers an IRS qualifying retirement plan, therefore, employees do not currently participate in the Social Security program.

Tuition Reimbursement

80% up to $2,000/year for City related Certification programss.
80% up to 3,500/year for Associates, Bachelors or Masters Degree

Wellness Program

Amazing on-site Wellness Coordinator and multiple fitness and wellness classes such as yoga and pilates available throughout the week!

Closing Date/Time: 2/17/2025 11:59 PM Pacific

Salary:

$50,166.00 - $67,242.00 Annually