Customer Service Representative I, II

JOB POSTING

NOTICE OF JOB OPPORTUNITY
POSTING #BR-170-24E

CUSTOMER SERVICE REPRESENTATIVE I, II

LOCATION:
FINANCIAL MANAGEMENT DEPARTMENT, REVENUE COLLECTION GROUP, CUSTOMER SERVICE, JOINT ADMINISTRATION OFFICE, WHITTIER

Are you ready to make a meaningful impact in public service? Join our team as a Customer Service Representative where your expertise in handling written and telephone inquiries regarding wastewater revenue programs will shine as you prepare articulate correspondence and reports, fostering clear communication with our stakeholders. Utilizing advanced computer database programs, you will gather and review critical information vital to our Districts' programs. Your keen eye for detail will be crucial as you review tract maps to accurately pinpoint land parcels and utilize sophisticated document management software to efficiently save and review files. If you thrive in a collaborative environment where your skills in customer service, technical processing, and data management can shine, we invite you to apply.

NOTE:
The list of eligible candidates resulting from this posting may be used to fill future vacancies that may occur in the next six (6) months.

ESSENTIAL FUNCTIONS:
To perform a variety of duties relating to the review and maintenance of customer accounts and billing records.

JOB SUMMARY:
The major job duties are listed below. For a complete list, please see the job description.

Under the general direction of a lead in the Revenue Collection Group, the incumbent:

• Performs technical processing and review of connection fee applications
  
• Processes and reviews service charge corrections
  
• Responds to written and telephone inquiries regarding various wastewater revenue programs, including preparation of correspondence letters and reports
  
• Receives and records payments
  
• Reviews and performs arithmetical calculations
  
• Reviews and records data
  
• Utilizes various computer database programs to review and gather information for various Districts programs
  
• Receives and responds to inquiries from other agencies and the general public regarding a variety of engineering projects and programs within the User Charge Program
  
• Reviews tract maps to locate land parcels
  
• Saves and reviews files utilizing document management software
  

This position may be filled at either level, depending on qualifications.

• CUSTOMER SERVICE REPRESENTATIVE I is the transitional level classification in the customer service series. Incumbents with proficient clerical and customer contact skills expand their knowledge of program details while attending to an increasing range of customer complaints and interactions.
  
• CUSTOMER SERVICE REPRESENTATIVE II is the journey level classification in the series. This classification differs from the lower level classification by the greater independence of action and greater level of knowledge of procedures involved in interpreting program details and answering customer inquiries and problems.
  

MINIMUM QUALIFICATIONS

Applicants must possess all of the following:

• A valid California Class C driver license for positions performing on-the-job driving
  

For CUSTOMER SERVICE REPRESENTATIVE I:

• One (1) year of experience in the County Sanitation Districts of Los Angeles County performing the duties of an Account Clerk II or Office Assistant I, II (formerly Typist Clerk II) - OR - One (1) year of experience performing duties involving the gathering, assembling, summarizing, and reviewing of financial and/or engineering records and files
  

For CUSTOMER SERVICE REPRESENTATIVE II:

• One (1) year as a Customer Service Representative I - OR - equivalent, directly related external experience - OR - Possession of an Associate of Arts degree from an accredited college or university in business or related field.
  

DESIRABLE QUALIFICATIONS:

Previous working experience in providing customer service at public counter or information desk is desirable.

EXAMPLES OF ASSESSMENT CRITERIA

For ALL CLASSES , the competitive selection process may cover:

Knowledge of:

• Accounting
  
• Office filing systems
  
• Microsoft Office and Excel software
  
• Computer database programs
  

Ability to:

• Interact effectively with the general public and company representatives
  
• Interpret building plans and maps
  
• Verify accuracy and completeness of property description files in the Los Angeles County Assessor's Office
  
• Learn to read property parcel records
  
• Make arithmetic calculations
  
• Establish and maintain effective working relationships with diverse groups of people
  
• Operate a computer terminal
  

ADDITIONAL INFORMATION

SELECTION PROCESS:

• All applications will be reviewed to determine if the conditions and qualifications for testing are met.
• The selection process will consist of a written test weighted at 50%, and an interview weighted at 50%.
  
• Candidates must receive a qualifying score on each selection component to move forward in the selection process.
  
• The written exam is tentatively scheduled for Thursday, August 1.
  

TO APPLY:
Please apply online at governmentjobs.com within this application period. By using the online application system you will receive confirmation via e-mail that your application was received for this position. Resumes will not be accepted in lieu of a completed LACSD Employment Application or online application. Check your email regularly throughout the recruitment process as notifications may be sent via e-mail. Please verify that your registered email address is accurate and current. To ensure proper delivery, add info@governmentjobs.com to your contact list.

NOTE:
The individual(s) recommended for hire must undergo a job-related pre-employment physical, as well as a reference check, background check, DMV report, and a drug test.

For questions regarding this recruitment, please contact Brandi Reyes at BrandiReyes@lacsd.org .

As an equal opportunity employer, the Districts strongly encourage people with disabilities and people from historically marginalized communities to apply.

To learn more about how the Sanitation Districts converts waste into resources, please visit the following video: Converting Waste into Resources .

RETIREMENT

• CALPERS: The Districts belong to the California Public Employees' Retirement System (CalPERS), and all monthly status new hires will be enrolled in CalPERS. Most new hires will be enrolled in the defined benefit formula of 2% @ 62 in accordance with the Public Employees’ Pension Reform Act (PEPRA) and are required to contribute to the plan (7.75% for the 23/24 fiscal year). Those who qualify based on current or previous public service may be enrolled in the defined benefit formula in place on December 31, 2012, which was 2% @ 55 and are considered “classic” members. For “classic” members, the Districts pay the “employee share.” Please contact the Human Resources Department for more information regarding contribution rates. Although Districts employees are exempt from Social Security, employees are required by federal law to contribute a percentage of their salary for Medicare coverage.

• DEFERRED COMP MATCH: For some bargaining units, the Districts provides a matching contribution to an eligible deferred compensation plan pursuant to Section 457 of the Internal Revenue Code. The match with each paycheck will be the lesser of: 3% of the employee's base monthly salary as listed in the Salary Schedule; and the amount the employee is contributing with that paycheck. The annual total combined employee and employer contribution are subject to IRS limits.

COMPENSATION

Employees receive annual salary increases until reaching step 5 of the salary range and are provided with opportunities to promote. Cost of living adjustments are implemented annually in accordance with labor agreements.

HEALTH INSURANCE

• MEDICAL: Districts paid. Employees may choose from several HMO and Indemnity plans. As of January 1, 2024, the Districts contribute $2,202.87 per month for medical insurance. Depending on the choice of health plan, the Districts contribution covers all or a large portion of the premium for family coverage.

• DENTAL: Districts paid. The Districts pay the full premium for employee and dependent coverage for a prepaid dental program which provides for most routine dental care through a panel of contracting dentists with no deductibles. Employees are eligible to enroll in an indemnity plan if requested within thirty days after completion of three years of employment (sooner for some bargaining units), or during subsequent open enrollment periods.

• VISION: Employee paid.

• LIFE: The Districts pay for a term life policy. Employees can buy additional types and amounts of life insurance coverage at group rates.

LEAVE TIME

• VACATION: Employees receive 88 hours of paid vacation after one full year of service, increasing up to 128 hours per year after five years, 168 hours per year after 15 years and up to 208 hours after 25 years. Prior to one year of full service, employees are given partial vacation time on January 1, based on the time worked in the preceding year.

• SICK LEAVE : Eight hours of full-pay sick leave per month.

• PERSONAL LEAVE: Employees may use up to 24 hours per calendar year from current sick leave for personal reasons. Some bargaining units allow up to 40 hours per calendar year from current sick leave for personal reasons.

HOLIDAYS

13 paid holidays and one-half paid holiday depending on the employee's work schedule.

TUITION REIMBURSEMENT
Employees may be eligible for tuition reimbursement for approved accredited course work.

STUDENT LOAN PAYMENT REIMBURSEMENT
For some bargaining units, the Districts will provide student loan payment reimbursements for principal or interest paid by the employee on a qualified education loan incurred by the employee for the education of the employee. The annual maximum reimbursement is $5,250 and the lifetime reimbursement limit is $21,000.

WORK ENVIRONMENT & OTHER BENEFITS

• A rewarding career contributing to society and the environment.
• Flexible work schedules (e.g. 9/80 schedule) depending on the worksite.
• Clear policies and procedures.
• Health and safety programs.
• Carpool opportunities with monetary incentives depending on the worksite.

More detailed benefits information can be found here: Districts Benefits

NOTE: The provisions of this posting do not constitute an expressed or implied contract. Any provision contained in this posting may be modified and/or revoked without notice.

Updated December 29, 2023

Closing Date/Time: 7/25/2024 11:59 PM Pacific

Whittier, California United States View Map