What are the responsibilities and job description for the Customer Service Representative - Public Works Call Center (Temporary/Extra Help) position at City of Oxnard?
The City of Oxnard’s Public Works Department is seeking a temporary/extra help Customer Service Representative with strong technical and customer service skills to be part of the Environmental Resources Call Center team. The ideal candidates will have knowledge of standard office practices and procedures, public works services, and be able to communicate information clearly and concisely to a wide range of individuals.
The Public Works Customer Service Team (Call Center) provides information and solution-based action for Oxnard residential & business customers on the entire spectrum of City of Oxnard Public works with the majority of requests for trash/recycling. Other calls related to public works will be for water, wastewater, street maintenance, parks, facilities &other maintenance services, trees, traffic impacts, signals, engineering/capital projects, special districts, the utility rate assistance program, special workshops and community events. This position will be responsible for a high volume of customer interactions in the Public Works Department’s Call Center. The position will focus on answering phones and assisting customers contacting the Public Works Call Center regarding the full spectrum of department services, programs and projects.
WHAT YOU'LL DO:
- Use a variety of computer software and billing applications;
- Wear a headset during 8-hour work shift
- Handle a large volume of inbound and outbound calls in a timely manner.
- Receive and answer daily incoming calls from Oxnard residential (primarily Spanish speaking) and business customers requesting information and service orders for public works functions such as trash/recycling, water, streets, parks, traffic impacts and community events.
- Generate service orders requested by customers for a variety of public works functions including trash/recycling, water, street maintenance, parks, traffic signals, and other maintenance services.
- Assist the public with inquiries by answering questions or tracking down the appropriate public works staff member to provide accurate information and resolution.
- Create and maintain a variety of logs and other records.
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Possess excellent customer service skills in interacting with customers, residents, businesses and
other City departments. - Verify appropriate service level costs for system entry; prepare and generate appropriate reports.
- Maintain an understanding and awareness of the City organization and community
- Use unwavering strong judgment, honesty, ethical practices in responding to the public’s requests
- Interpret, explain and apply City rules, regulations, ordinances and practices
- Use tact, discretion, patience and understanding in dealing with the public.
- Maintains sensitive and confidential information
DISTINGUISHING CHARACTERISTICS:
This classification is distinguished from the Administrative Services Technician in that it performs more advanced processing of transactions and performs basic research, verification and reconciliation of accounts, data and/or other information related to assignment area.
SUPERVISION EXERCISED / SUPERVISION RECEIVED:
Receives general supervision on routine items which are performed according to established standards and procedures and receives specific work instruction regarding non-routine matters and deadlines.
Extra-Help positions are not expected to last more than 960 hours. Under the terms of the City's benefits plan and policies, this position is not eligible for benefits due to the short duration of employment. In this position, employment with the City of Oxnard is at will, and those selected for temporary placement retain the option, as does the City of Oxnard, to end employment at any time, with or without notice and with or without cause.
WORK SCHEDULE:
The work week schedule for this recruitment is generally between the hours of Monday through Friday from 8:00 a.m. to 5:00 p.m. This position may be required to be available to work additional hours as needed to respond to workload needs. The work schedule is subject to change based on operational needs.
Essential Functions
(This class specification represents only the core areas of responsibilities; specific position assignments will vary depending on the needs of the Department.)
Provides internal and external customer service and support; responds to inquiries, complaints and requests for information; performs basic research and gathers required information; and/or refers customers to appropriate resource for more complex requests.
Processes transactions which may include: purchase order/invoice processing; resource requests; processing timesheets; fees/payment processing; account reconciliations; and applications processing.
Enters, reviews, updates, verifies, tracks and/or maintains system data, files, documentation and records related to assignment area; runs and produces routine reports; performs calculations and verifies data.
Prepares, issues and/or distributes correspondence, notices, permits, licenses, forms, documents, reports and/or other records.
Monitors required supplies and equipment maintenance needs; initiates purchase or service requests.
Performs other duties of a similar nature and level as assigned.
POSITION SPECIFIC RESPONSIBILITIES MIGHT INCLUDE:
Positions assigned to customer service may be responsible for:
Performing front-line customer service, public assistance and revenue processing;
Responding to questions and providing standard information to internal and external customers;
Evaluating and routing requests;
Processing revenue transactions according to standard policies and procedures;
Responding to phone calls and emails;
Researching customer questions or account inquiries;
Setting up or canceling accounts;
Providing procedural information to customers;
Printing out bills;
Entering data and producing standard reports;
Minimum Qualifications
EDUCATION:
- High School Diploma or GED
EXPERIENCE:
- Two (2) years of experience in a customer service setting, preferably including call center experience
OTHER REQUIREMENTS:
- Must be able to communicate in English effectively both orally and in writing.
- Bilingual in Spanish highly desirable
General Information
Extra Help employees are "at-will" and are not provided any benefits other than those required by state or federal law.
APPLICATION PROCESS:
- Submit NEOGOV/Government Jobs on-line application.
- Complete and submit responses to the supplemental questions, if required.
- Upload resume, cover letter, proof of degree (transcript), or other requested documents.
The list of qualified candidates established from this recruitment may be used to fill other temporary assignments.
Selected candidate(s) must pass a thorough background investigation.
NOTE:
For most positions, the City of Oxnard relies on office automation (Microsoft Office/Google) and web-based enabled tools, therefore candidates must be proficient and comfortable with computer use to perform functions associated with on-going work.
Regular and reliable attendance, effective communication skills, and development of effective working relationships arerequirements of all positions.
Employees are required to participate in the City's direct deposit plan and are paid on a bi-weekly basis.
Pursuant to California Government Code Section 3100, all public employees are required to serve as disaster serviceworkers subject to such disaster service activities as may be assigned to them.
EQUAL OPPORTUNITY:
The City of Oxnard is an Equal Opportunity Employer and welcomes applications from allqualified applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, marital status,medical condition, disability or sexual orientation.
REASONABLE ACCOMMODATION:
The City of Oxnard makes reasonable accommodation for individuals/people with disabilities. If you believe you require special arrangements to participate in the testing process, you must inform the Human Resources Department in writing no later than the filing date. Applicants who request such accommodation must document their request with an explanation of the type and extent of accommodation required.
LEGAL REQUIREMENT:
On the first day of employment, new employees must provide proof of citizenship or documentation of legal right to work in the United States in compliance with the Immigration Reform and Control Act of1986, as amended. The City participates in E-Verify and will provide the federal government with you. Form I-9information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9. For more information on E-Verify, please contact DHS. 888-897-7781 dhs.gov/e-verify
If you have any questions regarding this recruitment, please contact Raul Almanza at raul.almanza@oxnard.org.
NOTE:
The provisions of this bulletin do not constitute an expressed or implied contract. Any provision contained in this bulletin may be modified or revoked without notice.
Under the terms of the city's benefits plan and policies extra help employees are not eligible for benefits, other than those required by federal or state law, due to the short duration of your employment. You will be provided paid leave in accordance with city policy. Additionally, the city requires enrollment in retirement programs as the city does not participate in social security