Customer Service Representative - Hourly

Salary: $24.44 - $29.71 Hourly

Location : South Gate, CA

Job Type: Hourly Part Time

Job Number: 202400543

Department: Administrative Services

Division: Finance

Opening Date: 09/19/2024

Closing Date: 10/4/2024 5:00 PM Pacific

Max Number of Applicants: 50

About the Position THIS RECRUITMENT WILL CLOSE AT 5:00 P.M. ON FRIDAY, OCTOBER 4, 2024, OR ONCE WE RECEIVE THE FIRST 50 APPLICATIONS, WHICHEVER OCCURS FIRST

Performs a variety of customer service assignments associated with customer account inquiries for such activities as utility billing, facility use and rental or ticket sales; performs related duties as required.

Class Characteristics

This is a multiple position classification characterized by responsibility for performing varied and responsible customer service support relating to utility customer accounts in the Finance Department, or to facility/field use and rental or transportation ticket sales in the Parks and Recreation Department.

Supervision Received
Works under the general supervision of a department director or subordinate supervisor.

Supervision Exercised
May provide technical oversight to part time staff.
Examples of Essential Functions

Essential functions include, but are not limited to, the following:

Collects and accounts for money for a variety of accounts and may calculate payments; balances, codes and prepares daily cash reports; issues vouchers and receipts; maintains petty cash and prepares deposits as assigned.

Performs a variety of complex and responsible technical support work; records, analyzes, reconciles and produces reports of technical details; conducts technical research and prepares specialized reports for presentation; maintains complex and detailed records.

Creates, maintains and monitors computerized files, databases and directories; conducts record searches and prepares statistical work sheets and other required documents; audits documents, verifies accuracy and ensures compliance with applicable statutes and regulations.

Assembles, sorts, tabulates, codes and files fiscal and statistical data; makes arithmetical calculations and verifies totals and extensions; performs data entry or maintains manual records to post, adjust and balance accounts; allocates funds to correct accounts; balances and reconciles accounts.

Responds to inquiries in person or by phone, providing explanation of established procedures and policies; resolves problems involving customers' payments and other service-related problems.

Prepares and/or types statistical reports, correspondence and related documents; operates a variety of office equipment.

As required, contacts other City staff, the public or other agencies to verify or obtain routine information regarding related City activity.

For utility accounts, prepares work orders for service disconnects, reconnects and re-reads; prepares opening and closing bills; computes trash and water charges allowing for deposits, advance credits and unpaid balances.

For transportation ticket sales, verifies eligibility, takes registration and prepares membership cards, sells bus passes.

For facility/field reservations, coordinates requests for facility use, assesses and collects appropriate fees, prepares related correspondence, issues refunds where appropriate and prepares weekly reservation schedule related to facility use and staffing.
Minimum & Desirable Qualifications

Training and Experience
Any combination of education and/or experience that has provided the knowledge, skills and abilities necessary. A typical way of obtaining the knowledge and abilities would be graduation from high school or equivalent, and two years of increasingly responsible fiscal record keeping experience. Customer service experience and coursework in bookkeeping or accounting is desirable.

Knowledge, Skills, and Abilities
Knowledge of: principles and practices of customer service and public contact; City policies and procedures involved in the preparation and processing of fiscal records; business arithmetic; procedures, methods, automated technology and office equipment used in financial transactions and record keeping.

Ability to: meet the public in situations requiring diplomacy and tact; speak clearly, explain technical information and listen effectively; work independently; analyze unusual situations involved in fiscal transactions and resolve through application of City policy; make arithmetical calculations quickly and accurately; perform clerical, financial record keeping work; understand and follow oral and written directions; devise and implement fiscal record keeping systems and procedures; understand, apply and detect errors in specific segments of a record keeping system; establish and maintain cooperative working relationships.

Skill in the operation of a variety of office equipment, including computer and calculator.
Other Important Information California Department of Motor Vehicle (DMV) Pull Notice SystemAn incumbent appointed to this position is subject to enrollment in the California DMV Pull Notice Program. The Pull Notice program provides information on the incumbent's driving record and Driver's License status on a periodic basis to the City of South Gate. An employee assigned a City vehicle must acknowledge receipt and understanding of City Administrative Regulations covering the use of City vehicles.

Physical Demands and Work Environment The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to walk; use hands to operate, finger, handle, or feel objects, tools, or controls; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderately quiet.

RECRUITMENT PROCESS Application Packets Must Include: A fully completed online employment application which:
Covers at least the past 10 years of employment history (or longer if you have other relevant experience). Responses to the supplemental questionnaire. Must be specific in describing your qualifications for this position. Failure to state all pertinent information may lead to elimination from consideration. Stating "See Resume" is not an acceptable substitute for a completed application. Individuals who require a reasonable accommodation to participate in any phase of the application or selection process must advise Human Resources and make such a request during the application process. Every effort will be made to provide a reasonable accommodation where requested. Selection Process: All application materials received by the application deadline will be reviewed and evaluated. All information supplied by applicants is subject to verification.
Application Review: The first phase will be a detailed review and appraisal of each candidate's application. This phase is for qualifying purposes only. There is no weight assigned to this phase. Those candidates who meet the minimum qualifications may be invited to the next phase. Written Examination: If a written exam is given, a minimum of 70% must be obtained on the written exam in order to be eligible to continue to the next phase of the selection process which will consist of an oral appraisal interview. Oral Appraisal Interview: A minimum of 70% must be obtained to pass the oral appraisal interview. Pre-employment Process The City supports a Drug-Free Workplace. All potential employees are required to successfully complete a thorough background investigation, fingerprinting, and pass a post-offer pre-employment medical examination (which will include a drug/alcohol screening). New employees must complete a verification form designated by the United States Department of Homeland Security, Citizenship and Immigration Services, that certifies eligibility for employment in the United States of America. Hiring of Relatives: Relatives of existing employees by blood or marriage will not be eligible for employment with the City if potential supervision, safety, security, or morale problems exist; or if potential conflicts of interest exist. Relatives include an employee's parents, children, spouse, brothers, sisters, in-laws, and step relationships.

The provisions of this announcement do not constitute an expressed or implied contract and any provisions contained in this announcement may be modified or revoked without notice.

Equal Opportunity Employer
The City of South Gate is an Equal Opportunity Employer. In compliance with all applicable Federal and State laws, it does not discriminate on the basis of race, color, national origin, ancestry, marital status, age, religion, disability (mental or physical), medical condition, genetic characteristic or information, sex (including gender, gender identity, gender expression, or pregnancy), sexual orientation (including homosexuality, bisexuality, or heterosexuality), or military or veteran status in its employment actions, policies, procedures, or practices.

The City of South Gate
The City of South Gate is a busy urban community consisting of residential, commercial, and industrial development, spread over 7.41 square miles. It is currently ranked the 79th largest city in California with a population of approximately 97,000. Strategically located along the 710 freeway, the City is just 12 miles southeast of downtown Los Angeles.

Non-Sworn Employee Benefits

Effective 07/01/2021 - 06/30/2024
Approved 07/31/2022

1. Medical Insurance CalPERS Health Plans. City pays Kaiser HMO rates for all plans. 2. Dental Insurance Principal Dental PPO and California Dental Network HMO options. City pays HMO dental rates. 3. Medical & Dental Opt Out City contributes a percentage of premium on a bi-weekly basis towards City's deferred compensation plan. 4. Superior Vision Insurance City pays 100% of premium 5. Life Insurance $50,000 Life and AD&D 6. Vacation Leave - (Pro-rated @ hire) 80 hours/year (1 to 4 yrs); 120 hours/year (5 to 9 yrs); 160 hours/year (10+ yrs). Maximum accrual of 350 hours Vacation Buyout up to 40 hours/yr by written request 7. Sick Leave - (Pro-rated @ hire) 120 hours/yr. Sick Payout If hired after 7/1/93, refer to MOU If hired after 7/31/22, no sick leave payout. 8. Personal Business Up to 50 hours per calendar year, deducted from sick leave bank. 9. Administrative Leave for Exempt Employees - Pro-rated @ hire 60 hours/yr. - Exempt Employees Only Maximum accrual of 80 hours. Administrative Leave Buyout up to 40 hours/year by written request. 10. Holidays 130 hours/yr., includes days between Christmas Eve and New Year's Day 11. Longevity Pay 1.5% for 5th through 10th Yrs; 2.0% for 10th+ through 15th Yrs; 2.5% for 15th+ through 19th Yrs; 3.0% for 20th+ Yrs. 12. Bilingual Pay for qualified employees in eligible positions Employees in positions eligible for bilingual pay must pass an exam. Verbal bilingual skills: $75/month Verbal, reading and writing Skills: $100/month Excellent verbal, reading, and writing skills with the ability to act as a Translator: $175/month 13. Communication Allowance for eligible Exempt Employees $100/month for use of personal cellular phone for City business in lieu of City issued phone. 14. Education Incentive Premium for PMMA Employees If not required by job classification $50/month for BA/BS degree $100/month for post-graduate degree 15. Equipment Mechanics Tool Allowance $600 per fiscal year for Equipment Mechanics 16. Deferred Compensation Voluntary Enrollment - Nationwide Retirement Solutions. Employer match of employee deferral up to $100/month. 17. Retirement CalPERS Classic Members - 2.7% at age 55 (5 year vesting period) Employee contributes 8.0% of Employee's Share of Normal Cost PEPRA Members - 2.0% at age 62 (5 year vesting period) 18. Retiree Medical Insurance $300/month stipend plus CalPERS fee, at retirement with 20 years of qualifying City service & continued CalPERS medical enrollment. 19. Educational Reimbursement $2,500 annual per individual. $3,000 for private university.

01

Each applicant must complete this supplemental questionnaire as part of the application screening and selection process. The information you provide will be reviewed and used to determine your eligibility to move forward in the selection process. Incomplete responses, false statements, omissions, or partial information may result in disqualification from the selection process. Do you agree to answer each supplemental question truthfully and that your responses can be verified from information included within your application? Yes No

02

Do you have a high school diploma or equivalent? Yes No

03

Do you have a minimum of two (2) years of increasingly responsible fiscal record keeping experience? Yes No

04

If you selected "Yes" to Question #3, please list your previous and current experience. Please include name of employer(s), position(s) held, duration of employment, and duties assigned. If you answered "No" to Question #3, please indicate N/A.

05

Please describe your experience working in customer service. If you do not have experience in this area, please type N/A.

06

Please list any coursework you have completed in bookkeeping or accounting. If you have not completed any coursework in these areas, please type N/A.

07

Are you fluent in English and Spanish? Yes No

Required Question