Customer Service Specialist 1229 (revised 02/28/25)

DUTIES

$60,489 to $88,405; and $66,565 to $97,363

NOTES:

Candidates from the eligible list are normally appointed to vacancies in the lower pay grade positions.
Annual salary is at the start of the pay range. The current salary range is subject to change. Please confirm the starting salary with the hiring department before accepting a job offer.


A Customer Service Specialist performs specialized business tax, licenses, and permits work, involving cashiering, various aspects of processing and reviewing customer requests for service, billing questions and resolutions, as well as service complaints, responding to the public’s concerns and requests for information on City business tax and associated permits, Lifeline exemptions and reductions, ordinances, rules, regulations, and policies, including the use of a computer terminal for inputting requests, reviewing billing information, and following up on requests; and does related work.

REQUIREMENT(S)/MINIMUM QUALIFICATION(S)

Two years of full-time paid call center operation or direct customer service experience, responding to customer inquiries in person, telephonically, via e-mail, or through on-line chat activities; or
Six months of full-time or 960 cumulative hours paid experience with the City of Los Angeles Office of Finance at the level of a Tax Renewal Assistant directly handling or providing clerical support for processing business tax billings or payments, and
Completion of a four week Business Tax Ordinance class provided by the City of Los Angeles Office of Finance.


PROCESS NOTE

Applicants filing under Requirement #2 and #3 must submit a copy of their certificate of completion of the four-week Business Tax Ordinance class provided by the City of Los Angeles Office of Finance at the time of filing. A copy of the certificate must be attached to the on-line application BEFORE the application is submitted. If the certificate is attached AFTER the on-line application has been submitted, it will not be available to the City and the applicant WILL NOT be credited with submitting it. Applicants who fail to submit the certificate at the time of filing by attaching it to the on-line application will not be considered further in this examination

SELECTIVE CERTIFICATION

In accordance with Charter Section 1010 (b) and Civil Service Rule 5.31, selective certification will be used for some positions that require special licenses, skills and/or training in the following areas. Only persons possessing either of the following may be considered for appointment to fill such positions.

The ability to speak or write a language other than English. Proficiency in Spanish is required for some positions.

WHERE TO APPLY & APPLICATION DEADLINE

Applications will only be accepted on-line. When you are viewing the on-line job bulletin of your choice, simply scroll to the top of the page and select the “Apply” icon. On-line job bulletins are also available at https://www.governmentjobs.com/careers/lacity .

NOTE:

Applicants are urged to apply early to ensure you have time to resolve any technical issues you may encounter.

APPLICATION DEADLINE

Applications will only be accepted on-line on the dates listed below:

From 8:00 am FRIDAY, FEBRUARY 28, 2025 to 11:59 pm THURSDAY, MARCH 13, 2025.

From 8:00 am FRIDAY, FEBRUARY 27, 2026 to 11:59 pm THURSDAY, MARCH 12, 2026.

The examination may close without prior notice at any time after a sufficient number of applications have been received. Filing periods may change without prior notice or additional dates may be added, as needed, at a later date. For administrative purposes, filing will close periodically and reopen on the dates noted in the “Application Deadline” section of this bulletin.

In accordance with Civil Service Rule 4.2, all applicants who apply may not be tested in this examination. To meet anticipated hiring needs, only a limited number of qualified applicants will be invited to participate in the selection process in the following order: 1) Los Angeles City Promotional applicants who meet the minimum requirements. You must have received a regular appointment to a City position or be on a reserve list to apply for this examination as a promotional candidate; 2) Applicants currently employed by the City of Los Angeles on a part-time or exempt basis who meet the minimum requirements; 3) Remaining applicants who meet the minimum requirements in sufficient numbers to meet hiring needs based on a random sampling of those qualified candidates. Applicants not selected to be tested may re-apply in a subsequent filing period in order to be considered for that period's selection process.

SELECTION PROCESS

Examination Weights:
Multiple-Choice Test: Qualifying
Interview: 100%

The examination will consist of a qualifying multiple-choice test administered and proctored on-line and an interview. In the on-line qualifying multiple-choice test, candidates may be examined for the knowledge of: customer service techniques; proper English usage, grammar, and vocabulary; and the ability to: perform basic mathematical computations including addition, subtraction, multiplication, division and percentages; deal tactfully and effectively with the public, other employees and supervisors; write clearly and sufficiently to prepare correspondence; follow oral and written directions; communicate information, both orally and in writing, in a clear, concise and effective manner; work independently; and other necessary skills, knowledge, and abilities.

Additional job analysis information can be obtained by going to https://per.lacity.org/jobs/job-analyses.cfm and clicking on Competencies under Customer Service Specialist.

The multiple-choice test will be proctored and administered on-line during a single session. Candidates invited to participate in the on-line multiple-choice test will be able to take the test as instructed from a remote location using a computer with a webcam and a reliable internet connection. Candidates will receive an e-mail from the City of Los Angeles outlining the dates and specific steps on how to take the multiple-choice test on-line. Candidates who do not complete and submit the remote proctored multiple-choice test on-line using a computer by the specified date and time as instructed will not be considered further in this examination.

FAQs for on-line testing are available at https://per.lacity.org/faqs/employment-testing-process.html . Candidates who do not have the required equipment may have the option to take the multiple-choice test onsite at a City facility.

For candidates who apply between FRIDAY, FEBRUARY 28, 2025 and THURSDAY, MARCH 13, 2025, it is anticipated that the on-line multiple-choice test will be administered between TUESDAY, APRIL 29, 2025 and MONDAY, MAY 5 2025.

For candidates who apply between FRIDAY, FEBRUARY 27, 2026 and THURSDAY MARCH 12, 2026, it is anticipated that the on-line multiple-choice test will be administered between TUESDAY, APRIL 28, 2026 and MONDAY, MAY 4, 2026.
Passing Score for Qualifying Multiple-Choice Test
The passing score for the qualifying multiple-choice test will be determined by Personnel Department staff after the qualifying multiple-choice test is administered. Consideration will be given to the number of candidates taking the test and the existing and anticipated number of vacancies, such that there are a sufficient number of eligibles on the list to satisfy current and future vacancies for the next two years . Therefore, the passing score for the qualifying multiple-choice test may be set either at, above, or below 70%.

Candidates must achieve a passing score on the qualifying multiple-choice test in order to be scheduled for the interview.

The examination score will be based entirely on the interview. In the interview, emphasis may be placed on the adequacy of the candidate’s training and experience as they provide the candidate with the background needed to perform the duties of a Customer Service Specialist including knowledge of: customer service techniques; proper English usage, grammar, and vocabulary; and the ability to: perform basic mathematical computations including addition, subtraction, multiplication, division and percentages; deal tactfully and effectively with the public, other employees and supervisors; write clearly and sufficiently to prepare correspondence; follow oral and written directions; communicate information, both orally and in writing, in a clear, concise and effective manner; work independently; and other necessary skills, knowledge, and abilities.

Candidates will be notified later by e-mail of the date, time, and location of the interview, which may be held in Los Angeles or on-line.

NOTES:

This examination is based on a validation study and as provided by Civil Service Commission Rule 4.20, the multiple-choice test will not be subject to candidate inspection.
As a covered entity under the Fair Employment and Housing Act and Title II of the Americans with Disabilities Act, the City of Los Angeles does not discriminate on the basis of disability and upon request, will provide reasonable accommodations to ensure equal access to its programs, services, and activities. To request a disability accommodation, please complete the Disability Accommodation Form within 14 calendar days of the submittal of the City application. The Disability Accommodation Form can be obtained at http://per.lacity.org/exams/verify_disability.pdf .
Applications accepted are subject to review to ensure that minimum qualifications are met. Candidates may be disqualified at any time if it is determined that they do not possess the minimum qualifications stated on this bulletin.
A final average score of 70% in the interview portion of the examination is needed in order to be placed on the eligible list.
You may take the Customer Service Specialist multiple-choice test only once every 24 months under this bulletin. If you have taken the Customer Service Specialist multiple-choice test during an open filing period in the Personnel Department within the last 24 months under this bulletin, you may not file for this examination at this time.
In conjunction with Civil Service Rules, applicants who have received a regular appointment to a City position or are on a reserve list will be considered Promotional candidates while all other applicants will be considered Open candidates.
The promotional list will ordinarily be used ahead of the open competitive list. However, if open competitive candidates receive a higher score, without military credits, than the highest available promotional candidate, after adding seniority credit at the rate of 0.25 of a point for each year of continuous classified City service, the Civil Service Commission, upon request of the appointing authority, may approve certification of such open competitive candidates ahead of the promotional candidates.
Your rank on the employment list may change as scores of candidates from other administrations of the examination are merged onto one list.


Notice:

If you receive and accept an offer of employment to a regular position with the City of Los Angeles, your employee benefit coverage (including health and dental coverage as well as life insurance) will commence approximately six weeks after your original regular appointment. Not all positions in the City receive benefit coverage; you should inquire regarding the availability of employee benefits prior to accepting a position. All City employees are required to be Disaster Service Workers.

THIS EXAMINATION IS TO BE GIVEN BOTH ON AN

INTERDEPARTMENTAL PROMOTIONAL AND OPEN COMPETITIVE BASIS

The City of Los Angeles does not discriminate on the basis of race, religion, national origin, sex, age, marital status, sexual orientation, gender identity, gender expression, disability, creed, color, ancestry, medical condition (cancer), or Acquired Immune Deficiency Syndrome.

There are many things to consider in a new employer. Visit the following webpage to view benefits the City of Los Angeles offers its employees:

http://per.lacity.org/bens/index.html

Closing Date/Time: 3/13/2025 12:00 AM Pacific

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• City of Los Angeles

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