What are the responsibilities and job description for the Customer Service Representative position at City of Beverly Hills?
Job Summary
PLEASE NOTE THAT THE 'APPLY' BUTTON IS CURRENTLY UNAVAILABLE. THIS POSITION WILL BEGIN ACCEPTING APPLICATIONS ON APRIL 20, 2026 AT 9:00AM PACIFIC TIME AND WILL CLOSE ON MONDAY, APRIL 27, 2026, 11:59PM PACIFIC TIME. THE 'APPLY' BUTTON WILL ONLY BE AVAILABLE DURING THIS TIME.
Who We Are
The City of Beverly Hills has a long-standing reputation for providing superior customer service to residents, businesses, and visitors. This characteristic, combined with outstanding staff in all departments, has been a hallmark of success for this high-performance organization. The municipal government (approximately 1,000 full-time and part-time employees) provides the highest quality safety services, recreational activities, municipal services, and physical environment.
What We Do
The askBH Customer Relations program serves as the community’s one-point-of-contact for non-emergency assistance with City services, programs, and events. Community members can request information and services; report concerns and receive updates when their requests have been resolved. In addition to handling non-emergency inquiries, the Customer Relations team also plays a critical role in answering the City’s Emergency Hotline during activations. Through askBH, the team delivers essential City updates, collaborates with departments across the organization on customer service initiatives, and ensures a seamless and efficient customer experience. While the program operates within Public Works, it serves as a department-wide resource, supporting both day-to-day service needs and emergency communications.
Who We're Looking For
The City of Beverly Hills is seeking a qualified candidate for the position of Customer Service Representative to provide concierge-style customer service in-person and by telephone, email, and on-line. The incumbent of this position will respond to inquiries, concerns, or issues about various City projects, programs, services, events, activities, permits, fees, utility service requests, billings, and public information. Incumbents also assist customers in addressing or resolving their issues regarding City-provided or City-contracted services referring customers to the appropriate department/division as necessary, as well as accept and process various forms, documents, and applications for various City programs and services.
The incumbent of this position must be a responsible team player, with the ability to learn, interpret and apply relevant procedures and regulations. The ideal candidate has previous experience providing information and assistance by phone, email, and on-line. Previous experience with CRM or ticketing systems, multi-line phone systems, and/or call center platforms is highly desirable. This individual should have excellent communication skills to establish and maintain effective and cooperative working relationships with City staff and the general public.
Distinguishing Characteristics
This is the journey-level class in the Customer Service Representative series. This class is distinguished from the Senior Customer Service Representative in that the latter performs the most complex customer service duties and functions as a lead worker over assigned staff.
Work Schedule
This position will be assigned a work schedule based on operational needs as determined by the Public Works Director. Potential schedulesinclude5/40 schedule, 4/10 schedule, and weekend shifts as needed. This position is eligible for a hybrid telecommuting schedule after an initial onsite training period established by the department upon hire.
Detailed Job Description
Customer Service Representative
Salary and Benefits
$67,570.20 - $83,707.80 Annually
This position is represented by the Municipal Employer's Association and is covered by the negotiated terms and conditions of that Association's Memorandum of Understanding (MOU). Additional details about benefits may be found in the MEA MOU, a copy of which is located at www.beverlyhills.org/mou.
Minimum Qualifications
Experience and Training
Required
Any combination of experience and training that would provide the required knowledge and abilities is qualifying. A typical way to obtain the required knowledge and abilities would be:
Experience: Three years of responsible general clerical or customer service experience. Experience in hospitality and/or high-volume call center desirable.
Training: Equivalent to the completion of the twelfth grade.
Selection Process
The candidates who successfully pass the selection process will earn placement on an Eligibility List. The Eligibility List may be used for current and future vacancies in the job classification, as defined by the duration of the list at the time the list is established. The Eligibility List established for any recruitment may also be used to fill a lower-level position
Conviction History
As a finalist for a job, you will be contacted to schedule a fingerprinting appointment, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction (or arrest, in limited circumstances) conflicts with the specific duties and responsibilities of the job for which you are a finalist. Having a conviction history does not automatically preclude you from a job with the City.
The City of Beverly Hills will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if the City of Beverly Hills is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting calcivilrights.ca.gov/fair-chance-act/.
EEO Statement
The City of Beverly Hills is an equal opportunity employer and is committed to providing an inclusive and accessible work environment without regard to race, color, ethnicity, religion, national origin, age, sex, sexual orientation, gender identity, marital status, ancestry, disability, genetic information, veteran status, driver’s license status or any other status protected under federal, state and/or local law. If you require a reasonable accommodation to assist with the application, examination or interview process, please contact our Human Resources department at humanresources@beverlyhills.org. Please note that this request must be made at least three business days prior to any test or interview in the selection process.
The City of Beverly Hills is compliant with SB1100 which amends California's Fair Employment and Housing Act (FEHA) prohibiting employers from requiring a driver's license in certain job postings.
Disaster Service Workers
All City of Beverly Hills employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.
NOTE: The provisions of this announcement do not constitute an expressed or implied contract and any provisions contained in this announcement may be modified or revoked without notice.
Major Duties
For a complete list of examples of essential duties, please visit the Customer Service Representative Job Description.
The City offers a generous benefits package including CalPERS retirement benefits, medical, dental, vision and more.
To see detailed information about our Muncipal Employees Association benefits, please review the Memorandum of Understanding (MOU).
01
The following Supplemental Questionnaire is part of the examination for this position and will be used in determining your qualifications. In order to receive every consideration in the selection process, you must complete all questions with concise but detailed answers and provide all requested information. The hiring department will review each answer to evaluate your qualifications. Responses such as "See Resume" or "See Application" will result in your application not being considered.
By continuing in the recruitment process, you are certifying that all information provided in the Supplemental Questionnaire is true to the best of your knowledge. If you are selected to continue in the recruitment process, your qualifications may be evaluated through employment verification, reference checks, written/skill assessment, and oral examinations.
Select "Yes" to reflect that you have read and understand this statement.
ALL FUTURE CORRESPONDENCE WILL BE CONDUCTED VIA EMAIL, so please ensure that the email address and contact information you provide is accurate, current, secure, and readily accessible to you. Please be sure to include correspondence from @beverlyhills.org as an approved sender so that messages are not accidentally place into your spam/junk e-mail folder. Ultimately, it is your responsibility to check your email regularly and on a timely basis. Select "Yes" to reflect that you acknowledge that you read, understand, and agree with this statement.
What is your highest level of education completed?
How many years of full-time professional customer service experience do you possess?
How many years of full-time experience do you have working at a call center, directing callers, or answering a high volume of telephone calls?
How many years of full-time professional general clerical experience do you possess?
Describe your experience working at a call center, directing callers, or answering a high volume of telephone calls. If you do not have any relevant experience, please type "N/A"
08
Please list all of the computer programs that you are proficient in using.
PLEASE NOTE THAT THE 'APPLY' BUTTON IS CURRENTLY UNAVAILABLE. THIS POSITION WILL BEGIN ACCEPTING APPLICATIONS ON APRIL 20, 2026 AT 9:00AM PACIFIC TIME AND WILL CLOSE ON MONDAY, APRIL 27, 2026, 11:59PM PACIFIC TIME. THE 'APPLY' BUTTON WILL ONLY BE AVAILABLE DURING THIS TIME.
Who We Are
The City of Beverly Hills has a long-standing reputation for providing superior customer service to residents, businesses, and visitors. This characteristic, combined with outstanding staff in all departments, has been a hallmark of success for this high-performance organization. The municipal government (approximately 1,000 full-time and part-time employees) provides the highest quality safety services, recreational activities, municipal services, and physical environment.
What We Do
The askBH Customer Relations program serves as the community’s one-point-of-contact for non-emergency assistance with City services, programs, and events. Community members can request information and services; report concerns and receive updates when their requests have been resolved. In addition to handling non-emergency inquiries, the Customer Relations team also plays a critical role in answering the City’s Emergency Hotline during activations. Through askBH, the team delivers essential City updates, collaborates with departments across the organization on customer service initiatives, and ensures a seamless and efficient customer experience. While the program operates within Public Works, it serves as a department-wide resource, supporting both day-to-day service needs and emergency communications.
Who We're Looking For
The City of Beverly Hills is seeking a qualified candidate for the position of Customer Service Representative to provide concierge-style customer service in-person and by telephone, email, and on-line. The incumbent of this position will respond to inquiries, concerns, or issues about various City projects, programs, services, events, activities, permits, fees, utility service requests, billings, and public information. Incumbents also assist customers in addressing or resolving their issues regarding City-provided or City-contracted services referring customers to the appropriate department/division as necessary, as well as accept and process various forms, documents, and applications for various City programs and services.
The incumbent of this position must be a responsible team player, with the ability to learn, interpret and apply relevant procedures and regulations. The ideal candidate has previous experience providing information and assistance by phone, email, and on-line. Previous experience with CRM or ticketing systems, multi-line phone systems, and/or call center platforms is highly desirable. This individual should have excellent communication skills to establish and maintain effective and cooperative working relationships with City staff and the general public.
Distinguishing Characteristics
This is the journey-level class in the Customer Service Representative series. This class is distinguished from the Senior Customer Service Representative in that the latter performs the most complex customer service duties and functions as a lead worker over assigned staff.
Work Schedule
This position will be assigned a work schedule based on operational needs as determined by the Public Works Director. Potential schedulesinclude5/40 schedule, 4/10 schedule, and weekend shifts as needed. This position is eligible for a hybrid telecommuting schedule after an initial onsite training period established by the department upon hire.
Detailed Job Description
Customer Service Representative
Salary and Benefits
$67,570.20 - $83,707.80 Annually
This position is represented by the Municipal Employer's Association and is covered by the negotiated terms and conditions of that Association's Memorandum of Understanding (MOU). Additional details about benefits may be found in the MEA MOU, a copy of which is located at www.beverlyhills.org/mou.
Minimum Qualifications
Experience and Training
Required
Any combination of experience and training that would provide the required knowledge and abilities is qualifying. A typical way to obtain the required knowledge and abilities would be:
Experience: Three years of responsible general clerical or customer service experience. Experience in hospitality and/or high-volume call center desirable.
Training: Equivalent to the completion of the twelfth grade.
Selection Process
- Candidates must meet the minimum qualifications as outlined in the job bulletin at the time of submission unless specified otherwise.
- When an application is being reviewed, only information included in the Education, Work Experience, Certificates and Licenses, and Skills sections of the application will be considered to determine whether an applicant meets the minimum qualifications.
- Résumés and cover letters are not reviewed or considered when screening for minimum qualifications.
- Résumés and cover letters are not accepted in lieu of a complete job application.
- Required supplemental attachments (i.e. diplomas, degrees, certifications or transcripts, etc.) must be included as part of the original application and may not be emailed separately unless explicitly stated otherwise or approved to be submitted separately.
- Applications must have clear, concise, and complete information regarding their qualifications for the position, including detailed responses to all supplemental questions, if applicable.
- Incomplete applications will not be considered or reviewed.
- If you have problems creating a user account or submitting your online application, please review the online applicant guide or contact NEOGOV applicant support directly at 855.524.5627 (Please note: Applicant Support hours are Monday through Friday, 8am - 5pm Pacific Time and, depending on call volume, may be an automated voicemail system or live support).
- The utilization of Artificial Intelligence (A.I.) during any step in the selection process will be grounds for disqualification.
- Review of Required Supplemental Questionnaire
- Online Written Examination (tentatively scheduled for May 15, 2026 - May 18, 2026)
- Oral Examination/Interview
The candidates who successfully pass the selection process will earn placement on an Eligibility List. The Eligibility List may be used for current and future vacancies in the job classification, as defined by the duration of the list at the time the list is established. The Eligibility List established for any recruitment may also be used to fill a lower-level position
Conviction History
As a finalist for a job, you will be contacted to schedule a fingerprinting appointment, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction (or arrest, in limited circumstances) conflicts with the specific duties and responsibilities of the job for which you are a finalist. Having a conviction history does not automatically preclude you from a job with the City.
The City of Beverly Hills will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if the City of Beverly Hills is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting calcivilrights.ca.gov/fair-chance-act/.
EEO Statement
The City of Beverly Hills is an equal opportunity employer and is committed to providing an inclusive and accessible work environment without regard to race, color, ethnicity, religion, national origin, age, sex, sexual orientation, gender identity, marital status, ancestry, disability, genetic information, veteran status, driver’s license status or any other status protected under federal, state and/or local law. If you require a reasonable accommodation to assist with the application, examination or interview process, please contact our Human Resources department at humanresources@beverlyhills.org. Please note that this request must be made at least three business days prior to any test or interview in the selection process.
The City of Beverly Hills is compliant with SB1100 which amends California's Fair Employment and Housing Act (FEHA) prohibiting employers from requiring a driver's license in certain job postings.
Disaster Service Workers
All City of Beverly Hills employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.
NOTE: The provisions of this announcement do not constitute an expressed or implied contract and any provisions contained in this announcement may be modified or revoked without notice.
Major Duties
For a complete list of examples of essential duties, please visit the Customer Service Representative Job Description.
The City offers a generous benefits package including CalPERS retirement benefits, medical, dental, vision and more.
To see detailed information about our Muncipal Employees Association benefits, please review the Memorandum of Understanding (MOU).
01
The following Supplemental Questionnaire is part of the examination for this position and will be used in determining your qualifications. In order to receive every consideration in the selection process, you must complete all questions with concise but detailed answers and provide all requested information. The hiring department will review each answer to evaluate your qualifications. Responses such as "See Resume" or "See Application" will result in your application not being considered.
By continuing in the recruitment process, you are certifying that all information provided in the Supplemental Questionnaire is true to the best of your knowledge. If you are selected to continue in the recruitment process, your qualifications may be evaluated through employment verification, reference checks, written/skill assessment, and oral examinations.
Select "Yes" to reflect that you have read and understand this statement.
- Yes
- No
ALL FUTURE CORRESPONDENCE WILL BE CONDUCTED VIA EMAIL, so please ensure that the email address and contact information you provide is accurate, current, secure, and readily accessible to you. Please be sure to include correspondence from @beverlyhills.org as an approved sender so that messages are not accidentally place into your spam/junk e-mail folder. Ultimately, it is your responsibility to check your email regularly and on a timely basis. Select "Yes" to reflect that you acknowledge that you read, understand, and agree with this statement.
- Yes
- No
What is your highest level of education completed?
- High School Diploma or GED
- Some College Coursework
- Associate Degree
- Bachelors Degree
- Masters Degree
- Juris Doctor (JD)
- Doctorate (PhD)
- Not Applicable
How many years of full-time professional customer service experience do you possess?
- I do not have any experience
- I have less than 1 year of experience
- I have at least 1 year, but less than 2 years of experience
- I have at least 2 years, but less than 3 years of experience
- I have at least 3 years, but less than 4 years of experience
- I have at least 4 years, but less than 5 years of experience
- I have at least 5 years, but less than 6 years of experience
- I have at least 6 years, but less than 7 years of experience
- I have at least 7 years, but less than 8 years of experience
- I have 8 or more years of experience
How many years of full-time experience do you have working at a call center, directing callers, or answering a high volume of telephone calls?
- I do not have any experience
- I have less than 1 year of experience
- I have at least 1 year but less than 2 years of experience
- I have at least 2 years but less than 3 years of experience
- I have at least 3 years but less than 4 years of experience
- I have at least 4 years but less than 5 years of experience
- I have at least 5 years, but less than 6 years of experience
- I have at least 6 years, but less than 7 years of experience
- I have at least 7 years, but less than 8 years of experience
- I have 8 or more years of experience
How many years of full-time professional general clerical experience do you possess?
- I do not have any experience
- I have less than 1 year of experience
- I have at least 1 year, but less than 2 years of experience
- I have at least 2 years, but less than 3 years of experience
- I have at least 3 years, but less than 4 years of experience
- I have at least 4 years, but less than 5 years of experience
- I have at least 5 years, but less than 6 years of experience
- I have at least 6 or more years of experience
Describe your experience working at a call center, directing callers, or answering a high volume of telephone calls. If you do not have any relevant experience, please type "N/A"
08
Please list all of the computer programs that you are proficient in using.
- Required Question
Salary : $67,570 - $83,708