Senior Customer Services Clerk

Position Description

The City of Fresno is offering an outstanding career opportunity for a customer service oriented professional experienced in handling a high volume of customer service transactions with attention to detail and a focus on resolving issues quickly while maintaining courtesy. Senior Customer Services Clerks perform responsible customer service, administrative and accounting clerical duties that include responding to and resolving complex customer service problems, entering and retrieving data, reviewing and processing applications, taking payments and providing lead direction and training to assigned staff.

One vacancy currently exists in the Planning & Development Department. Immediate and future vacancies will be filled from this eligible list for a period of three (3) months from the date the eligible list is created, with the option of extending that period at the City's discretion. If the examination process is suspended for this recruitment, the eligible list may be limited to three (3) months.

Duties may include but are not limited to the following:

Respond to and resolve customer issues and inquiries regarding rates, fees, service, rules and regulations; assist assigned personnel in the resolution of complex and difficult customer service problems.

Assist in the development and implementation of training. Explain schedules, routes, and general passenger information to the public.

Utilize computer software to produce utility bills, meter sheets, tax returns, cash receipts, accounting, and a variety of billing-related reports; and prepare backup files for protection of the department database.

Contact customers, as needed, regarding service, tax assessments, and billing issues for problem resolution. Facilitate the training of customer service, accounting, clerical, and volunteer staff as applicable, in various systems, procedures and operations.

Communicate with other agencies as needed.

Collect opening, current, delinquent and closing payments for utility services or business tax assessments; perform research on returned checks; determine appropriate service or tax charges.

Grant appropriate extensions on delinquent accounts; establish installment payment plans.

Adjust utility bills when needed; learn demands, power factors, voltage discounts and calculate them as needed.

Research transactions and data; input appropriate adjustments and corrections. Schedule, train and provide lead direction to assigned staff.

Perform related duties as required.

Full job specification available to be viewed at: https://www.fresno.gov/wp-content/uploads/2023/05/JS-Senior-Customer-Services-Clerk.pdf

View We Work For You video to get an inside look at how rewarding it is to work for the City of Fresno: https://youtu.be/xlSX1xETAsc

Pay,Benefits, & Work Schedule

UNIT 3 Classification - The Fresno City Employees Association, Inc. (FCEA)
HEALTH INSURANCE: The City contributes toward monthly premiums for PPO medical, dental and vision for employee and dependents.
FLEXIBLE SPENDING ACCOUNT: IRS 125 Plan for health and dependent care expenses.
DEFERRED COMPENSATION: Voluntary 457 plan with Fidelity Investments to increase your retirement savings.
VACATION LEAVE: Accrue 8 - 14.66 hours per month based on years of service.
SICK LEAVE: Eight (8) hours per month, available after 90 days
SUPPLEMENTAL SICK- 40 hours per fiscal year. 80 hours lifetime maximum
HOLIDAYS: Ten (10) City-observed annual holidays plus birthday and two (2) personal days.
SHORT TERM DISABILITY: Provided through California SDI program.
BILINGUAL PREMIUM: PAY: $100 per month
HEALTH REIMBURSEMENT ARRANGEMENT: Eligible retirees can use remaining Sick Leave balance at 80% of hourly rate and other leave balances, if applicable, to reimburse medical insurance and qualified medical expenses, tax free.
RETIREMENT: City of Fresno Retirement Systems, one of the best funded public systems in the state. Reciprocity with other CA public agencies. Vested in Retirement benefits after 5 years of service. City employees do not participate in Social Security.
DROP (Deferred Retirement Option Program): an optional, voluntary program that allows an employee to deposit retirement benefits in a special savings account within the Retirement System while continuing to work for the City of Fresno for up to 10 years. Participation minimum is age 50 and vested. Benefits includes ownership of accumulated funds, compound interest earnings, and alternative distribution options.

Additional information regarding the City of Fresno benefits is available at
https://www.fresno.gov/personnel/human-resources-support/#tab-1

The Requirements

Applicants must meet the minimum qualifications on or before the posted filing deadline in order to qualify for the examination and does not assure a place on the eligibility list:

Two (2) years as a Customer Services Clerk with the City of Fresno;

OR

Two (2) years of increasingly responsible full-time general customer service and financial record keeping AND possession of a high school diploma or GED and completion of nine (9) units in accounting, mathematics, or related coursework.

Applicants must attach a copy of their diploma and/or transcripts directly to the on-line application for verification of requirements. Applications lacking the attachment may be rejected.

Additional Requirements

Eligibles certified for consideration for this position will be required to successfully pass a Department interview and a Department of Justice fingerprint process prior to employment with the City of Fresno.

Possession of a valid California Driver's License is required at time of appointment and must be maintained throughout time of employment. Candidates considered for hire must provide proof of a valid driver's license and current copy of their driving record.

Bilingual abilities may be required to meet community and operational needs.

How To Apply

APPLICANTS MUST COMPLETE AN ON-LINE APPLICATION. PLEASE VISIT www.fresno.gov/jobs. TO APPLY. For information on how to complete an on-line application, please view "Instruction Guide" on the City's website, Personnel Services Career Opportunities page, or call (559) 621-6950 for assistance. Resumes will not be accepted in lieu of a completed employment application.

ALL CORRESPONDENCE regarding this recruitment and exam process will be sent via e-mail. All applicants will acknowledge such understanding when they complete their on-line application. Verify we have your correct e-mail address before you submit your application. It is an applicant's responsibility to check their email frequently to ensure they receive all pertinent communication from the Personnel Services Department on a timely basis. Applicants will receive an automatically generated confirmation e-mail upon a successful application submittal. The e-mail is the only proof of submittal.

It is an applicant's responsibility to check their email account and to ensure it is set up to accept emails from the City of Fresno. Dependent upon your settings, notices from the City of Fresno may be directed to the "junk mail" or "spam" folders. It is the applicant's responsibility to check these folders.

Applications must be submitted by midnight on the filing deadline or they will not be accepted for any reason. FOR THIS RECRUITMENT, IT IS RECOMMENDED THAT PERMANENT FRESNO CITY EMPLOYEES APPLY THROUGH PEOPLESOFT SELF SERVICE.

HOW TO ATTACH DOCUMENTS TO OUR ONLINE APPLICATION:

1. Your document must first be scanned and saved to a computer or thumb drive (save as the document name.)
2. Then go to www.fresno.gov/jobs > City of Fresno Jobs > Apply On-Line.
3. Enter the same Login Information (Username & Password) that is going to be used for the job you are applying to.
4. Under the section My Career Tools (located towards the top of the page), Select Cover Letters & Attachments, and then Add Attachments towards the bottom.
5. For Attachment Type, choose the most appropriate option (i.e. DIPLOMA/TRANSCRIPTS or DD214.)
*If you do not see an appropriate choice, you may use Reference Attachments. Under Attachment Purpose, you can TYPE a description.
6. Then Select Add Attachment and hit the Browse button to locate your attachment.
7. Once you have selected your attachment, select Open, hit Upload and then Save & Return.

Selection Process

The examination process may consist of the following:

Written Examination - 100%: The written examination may be conducted online and is designed to assess a candidate's knowledge of financial recordkeeping procedures, basic mathematical procedures and calculations, skill to operate modern office equipment including a computer, ability to establish and maintain effective working relationships, provide lead direction and other subject matter designed to test the knowledge, skills and abilities of a Senior Customer Services Clerk.

Candidate must achieve a passing score on the Written Examination to qualify for placement on the eligible list.

The written exam is tentatively scheduled for the week of April 21, 2025.

Veteran Preference Regulations

Candidates applying for veteran's preference are required to submit a copy of their DD214 with their application during the specified filing period. Evidence must be presented to indicate the candidate was discharged honorably from military service. Veterans, including City employees, must resubmit proof of honorable service for every examination for which veteran's preference credit is requested. Qualified veterans who pass the examination will have five (5) points added to their final score.

Equal Opportunity Employer

The City of Fresno is an Equal Opportunity Employer. Should you need a special accommodation due to a qualifying disability, please contact the Personnel Service Department at (559) 621-6950 in advance of the examination.

Closing Date/Time: 04/01/2025

• 

• City of Fresno

Show more