Customer Services Assistant

Job Summary

Online applications will be accepted by the Human Resources Department on one day only, Monday , January 27, 2025 from 7:30 a.m. to 5:30 p.m.

(The link to apply online will appear at 7:30 a.m. on Monday, January 27)

Only the first 75 qualified applications received will be accepted for further consideration.

Performs a wide variety of functions associated with customer service, information distribution, and clerical support for an assigned division and/or department. Assists customers by providing information and help with navigating services and products.

NOTE: The current vacancy is in the Santa Monica Department of Transportation. The eligible list that will be established as a result of this recruitment will be used to fill any full-time, part-time and as-needed Customer Services Assistant vacancies that occur in the City during the life of the eligible list.

SUPERVISION :
Works under the general supervision of professional, supervisory or management staff, who outlines work assignments, monitors work in progress and periodically reviews completed work.

Representative Duties

(Duties may vary depending upon work location and assignment.)

Provides customer service in a dynamic environment.

Communicates with customers over the phone, in person, e-mail and social media, as well as through other emerging communication tools on the behalf of assigned City Department.

Receives, prioritizes, and resolves various types of customer feedback, issues and complaints via web-based or Help Desk systems.

Researches, reports and recommends solutions to issues and complaints submitted by customers.

Responds to customers in a professional and timely manner based on existing policies and procedures.

Assists customers with trip planning by using Google Maps and other computer-based systems. Determines optimum trip and mode of travel between selected origin and
destination, including departure and arrival times, fares, points of transfer, points of
interest, nearest bus stop(s), and walking instructions.

Provides information and referral services to customers inquiring about the City of Santa Monica areas of service.

References and understands related City's policies, products, programs, communication,

tools, and new initiatives when providing customer information.

Works with supervisor to record and report discrepancies in customer information technologies.

Enters modifies, retrieves and maintains documents. May issue, process and update various forms and documents required by assigned division or department.

Performs sales transactions using a cash register and point-of-sale device. Reconciles cash box and inventory.

Logs, processes and reunites customers with Lost and Found items.

Assists with the publication of service alerts and schedule changes through social media channels and real-time information systems.

Maintains Customer Feedback Database for assigned division and/or department. Prepares and reviews reports on assigned categories in the customer feedback system.

Provides support for special programs and may participate in outreach events.

Ensures that sufficient supplies of schedules, brochures and/or information sheets are available to the public. Takes phone order requests, and delivers and stocks schedules, brochures and other media at various City locations and public information outlets.

Performs special related projects, as requested.

Performs other related duties, as assigned.

Requirements

Knowledge, Abilities, and Skills :
Note: The specific knowledge, abilities, or skills and equipment may vary depending on work location and assignment.

Knowledge of:
Modern office procedures, practices, and equipment.

Business English, spelling, punctuation, and grammar.

Customer Relationship Management (CRM) or Help Desk-type software.

Point-of-sale devices.

Basic mathematics.

Cash handling techniques.

Principles and procedures of case management and recordkeeping.

Effective customer service techniques.

Ability to:
Respond to public inquires, complaints, and requests for help in a professional manner.

Communicate effectively, both orally and in writing.

Follow written and oral instructions.

Interpret documents regularly utilized by assigned division or department, such as brochures, schedules, maps and websites.

Operate a variety of office equipment.

Demonstrate physical dexterity, and lift objects of up to 25 lbs.

Complete basic mathematical computations.

Exercise discretion in assisting customers with challenging cases/situations.

Identify, troubleshoot and seek appropriate assistance resolving issues with customer information technology cash registers and point-of-sale devices, telephone devices, and other tools used.

Provide effective customer service.

Establish and maintain effective and cooperative working relationships with City employees and the general public.

Document and learn new procedures.

Empathize and remain positive when serving customers and working with colleagues.

Learn and use applicable-software applications.

Work independently and in a team environment.

Skill in:
Reading, writing, and communicating at an appropriate level.

Working effectively with persons from diverse social, cultural and economic backgrounds.

Using a smartphone, personal computer and applicable software applications.

Corresponding with colleagues and customers via e-mail and instant messaging solutions.

Handling cash.

Education, Training, and Experience :
Graduation from high school or the equivalent. Completion of 30 semester units of college level or vocational school coursework in business English, mathematics or a related field is desirable.

Two years of recent, paid work experience performing customer service duties, which includes handling routine and escalated customer complaints from the public in writing and by phone. Recent paid experience with using automatic call distribution telephone systems and web-based Customer Relationship Management (CRM) or Help Desk type software and corresponding with customers in person and via social media are desirable. One year of experience working in an office setting or in a retail environment is desirable. Bilingual proficiency in Spanish is desirable.

Licenses and Certificates :
None.

WORKING CONDITIONS :

Work is generally performed within a busy office and retail outlet environment dealing with various situations with diverse individuals. Office work may require sitting for prolonged periods of time and using a computer keyboard and screen. Physical demands may include bending, lifting, reaching, and standing. Offsite, holiday and weekend work may be required.

Supplemental Information

HOW TO APPLY: All applicants must submit an online City application and required supplemental questions to be considered for this position. Please note, applications may be rejected if incomplete. Résumés, CVs and cover letters are not reviewed as part of the application screening process and should not be submitted.

SELECTION PROCESS: All applicants will be reviewed and only those candidates determined to be most qualified on the basis of experience, training and education, as submitted, will be invited to participate further in the selection process. Testing will consist of the following:

Written Examination: 100%

BACKGROUND INVESTIGATIONS: Candidates who have successfully completed all prior phases of the selection process will be subject to a thorough background investigation.

NOTE: If three or more qualified City employees apply and pass the examination, a promotional list will be established in addition to an open-competitive list. If fewer than three qualified City employees pass the examination, the appointing authority, in accordance with the City's civil service rules and regulations, can decline to use a promotional list, in which case a promotional list will not be established for this position.

The City of Santa Monica is a progressive, inclusive and culturally-rich community. As leaders in public service, we strive to be an employer of choice by attracting and retaining a workforce where people of diverse races, religions, cultures and lifestyles thrive. Our goal is to create a welcoming and inclusive environment where our employees are empowered to perform at their highest level and where their differences make a positive impact.

The City is an equal opportunity employer and strives to build balanced teams from all walks of life without regard to race, color, ethnicity, religion, national origin, age, sex, sexual orientation, gender identity, marital status, ancestry, disability, genetic information, veteran status, or any other status protected under federal, state and/or local law. We aim to create a workplace that celebrates and embraces the diversity of our employees. Join us!

Special assistance with the application and examination process is available, upon request, for persons with disabilities. Call (310) 458-8246, TDD (310) 458-8696 (Hearing Impaired Only).

Please note the request for reasonable accommodations must be made to Human Resources at least three work days prior to the examination.

The City's liberal fringe benefits for full-time employment include sick leave, holiday and vacation pay, the Public Employees Retirement System, medical, dental and vision insurance, credit union, deferred compensation, tuition reimbursement, Dependent Care Assistance Plan and priority enrollment consideration at Hill & Dale Family Learning Center, Marine Park Child Development Center, and Santa Monica Early Childhood Lab School.

Closing Date/Time: 1/27/2025 5:30 PM Pacific

Please mention you found this employment opportunity on the CareersInGovernment.com job board.

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• City of Santa Monica

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