The City of Pasadena is excited to announce the Senior Customer Service Representative's opportunity in the City of Pasadena Water and Power Department.

IDEAL CANDIDATE
The ideal candidate is customer service oriented and has experience performing various telephone, in-person, and online customer service, billing audit review, task management, and act as the back up to the Customer Service Specialist. If you are reliable, dependable, and enjoy providing excellent customer service, apply today!

Must type 40 net words per minute with 95% accuracy. Please note that qualified applicants will be invited to take an online typing test administered by the City. Applicants that do not receive a passing score on the online typing test will not be considered for further consideration. Please do not attach a typing certificate to your application.

The major responsibilities of this position are listed below. For more detailed information, please review the job description Senior Customer Service Representative.

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  Responds to a high volume of customer inquiries, public information request, problems and complaints in person, online, at a public counter, or by telephone.
• Obtains required information from customers and researches customer accounts and City records, reviews applications, and sets up new accounts.
• Resolves questions or issues or refers customers to more senior staff or supervisors for further assistance when warranted.
• Explains policies, regulations, billing and/or fee schedules license permit requirements.
• Calculates bills and fees as required; accepts and posts deposits and payments received in person, by mail or electronically.
• Responds calmly and professionally in dealing with customers who are irate or who have complex, specialized or unusually sensitive service, account or credit situations.
• Creates, maintains and monitors computerized files, databases and directories; conducts record searches and prepares public records and other public documents; audits documents, verifies accuracy and ensures compliance with applicable statutes and regulations.
• Acts as a backup to the Customer Service Specialist and front line staff as needed and may assign, direct or verify work of lower-level support staff.
• Designs and prepares departmental forms and operational manuals; prepares correspondence on procedural or informational matters.
• Maintains adherence to required schedules for productivity. Provides and or coordinates staff coverage at all times for the public counter.
• Processes refunds, adjustments and payments in accordance with established procedures.
• Opens, reviews, and sorts Business License mail and payments in accordance with established criteria.
• Performs other related duties as assigned.

CORE COMPETENCIES
The following list represents the core competencies needed for success in this position.

Problem Solving – Ability to resolve constituent's problems, billing discrepancies, and think outside the box independently and efficiently.
Decision Making - Choosing optimal courses of action in a timely manner.
Ability to take initiative - Ability to take necessary action without being prompted to do so.
Customer Service - Attending to the needs and expectation of customers.
Self-Management - Showing personal organization, self-discipline, and dependability.
Oral Communication - Engaging effectively in dialogues.
Attention to Detail - Focusing on the details of work content, work steps, and final work products.
Using technology - Working with electronic hardware and software applications. Proficient in MS Office, Word, Excel and Outlook.

EDUCATION AND EXPERIENCE

• Graduation from high school or GED equivalent and
• Three years related office or customer service experience, including one year providing direct customer service to the public or large customer base; or an equivalent combination of training and experience.
• Experience in a public agency is preferred.

Type net 40 words per minute with 95% accuracy or above.

Effective January 1, 2013, new members to CalPERS or an agency with CALPERS' reciprocity or who have more than a six month break in service between employment in a CalPERS (or reciprocal) agency will be subject to the provisions of the Public Employees' Pension Reform Act of 2013 (PEPRA) and will receive the 2% @ 62 benefit formula.

Employees who are current members of CalPERS or an agency with CalPERS' reciprocity, or who have less than a six month break in service between employment in a CalPERS (or reciprocal) agency and employment with the City will be enrolled in the 2.5% @ 55 benefit formula.

All employees are required to pay the full employee contribution to CalPERS.

Click link below to review the City's excellent benefits package https://ww5.cityofpasadena.net/human-resources/employee-benefits/