Join our team of Water Professionals at the City of Pittsburg.
We are seeking an experienced and customer-focused professional for the position of CUSTOMER SERVICE REPRESENTATIVE for the Finance Department's Utility Billing Section (Water Payment Center). The Customer Service Representative role requires
strong punctuality at the front counter to provide billing support to customers at a front counter window (as well as phone) and will respond to inquiries in a timely manner. Under immediate supervision, Customer Service Representative in the Water Payment Center perform a variety of clerical and accounting and customer service duties such as cashiering; maintaining financial records, journals, ledgers and files; accurately counting, recording and balancing transactions, inputting, auditing and querying databases, utilizing spreadsheets, word processing software; generating reports; establishing and maintaining customer accounts; and perform other duties as required.
Ideal Candidate for Customer Service Representative- Ability to comprehend and explain information that is system generated
- Strong mathematical/accounting skills and attention to detail
- Basic knowledge of bookkeeping and financial records keeping
- Demonstrates a high level of ethical behavior
- The ability to communicate and work tactfully and effectively to explain technical information with both professionals and non-professionals while reflecting the highest standards of customer service to the public.
- Great interpersonal and customer service skills on the phone, in person, and in writing.
- Exercise good judgment and patience in assisting the public; handle conflicts and develop effective resolutions.
- Demonstrates excellent written and verbal communication skills
- Ability to adapt to changes in the work environment
- Relevant office/computer skills to use a variety of equipment such as computers, fax, and software programs
- Desired but not required, utility billing procedures and practices
About the Finance Department
The Finance Department is responsible for accounting operations, payroll, utility billing, budget, financial reporting, debt issuance and management, risk management programs and investments for all of the City departments and agencies within the framework of City policies and procedures. The Finance team strives for progressive investment in our community's future, as well as in our organization and staff, so that the City of Pittsburg can operate efficiently and effectively. About Pittsburg The City of Pittsburg is a culturally rich and diverse community of over 72,000 residents and expected to grow to 90,000 in the next 20 years. Pittsburg is located in Northern California in the Bay Area Region and is perfectly situated for easy access to the greater Bay Area, San Francisco, Napa Valley, Sacramento, and the foothills of the Sierra Nevada Mountains and Lake Tahoe. Pittsburg City Hall is also conveniently located a short walk from the Pittsburg Center Station for the Bay Area Rapid Transit System (BART), making a commute from cities throughout the Bay Area very easy. Pittsburg has waterfront homes, a performing arts theater, a variety of seasonal events, an extensive park system, a large public-school system, and a variety of shopping centers. It also offers extensive recreational facilities, including one of the California Delta's largest and most modern marinas. With its commitment to a quality community environment, Pittsburg is an ideal city in which to live, work and recreate. The City of Pittsburg is a full-service city following the council-manager form of government. We have about 300 full time employees and about 350 employees total (depending on the season). Pittsburg is currently organized into the following departments: City Management, Community Development (Building, Engineering, and Planning), Community Services (Housing Authority, Pittsburg Power Company, and the Successor Agency to the former Redevelopment Agency), Economic Development and Recreation, Human Resources, Finance, Police, and Public Works (Operations/Maintenance, Utilities, Facilities, Parks, and Water Treatment). Fire Protection services are provided by the Contra Costa County Consolidated Fire Department.
Benefits for regular employees include great location, bilingual pay incentive, specialty assignment pay, uniform allowance, educational incentive pay, salary increases, CALPERS retirement, medical/dental insurance, paid life insurance, retirement health saving account, deferred compensation plan with employer match, paid time off, incentive pay, tuition reimbursement, wellness activities, employee assistance program, employee development courses, and career advancement opportunities.
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Join Team Pittsburg to do meaningful work that will shape the community and make a positive difference.
Duties may include, but are not limited to, the following:- Provide customer service by telephone, email, letter, or at the counter regarding utility services, rates structures and payments; receive payments, reconcile money and issue receipts; research and respond to customer service complaints and billing questions; explain utility services including usage, billing and collection policies to customers.
- Establish and maintain customer accounts; monitor and ensure the accuracy of account information on a continuing basis; process requests for the start, cancellation and/or change of service.
- Input, audit and query databases, utilize spreadsheets, word processing software, computer records, and other documents in order to enter, store and retrieve information as requested and determine appropriate actions, generate reports and make financial adjustments and prorate changes from established rate schedules.
- Assist the public by answering inquiries about department policies, procedures and programs related to utility billing and collection procedures to customers.
- Handle initial complaints from customers, some of whom may be irate or difficult; route the customer to the appropriate person if additional action is necessary.
- Obtain required information from customers to begin or discontinue services; verify credit and deposit information on orders.
- Represent the City with dignity, integrity, and the spirit of cooperation in all relations with staff and the public.
- Foster an environment that embraces integrity, service, inclusion and collaboration.
- Be an integral team player, which involves flexibility, cooperation, and communication.
- Build and maintain positive working relationships with co-workers, other City employees and the public using principles of good customer service.
- Perform related duties as assigned.
Qualified applicants must possess:QUALIFICATIONS:Knowledge of:- Basic principles and practices of bookkeeping and financial record keeping.
- Basic accounting principles.
- Utility billing procedures and practices.
- Techniques for maintaining financial journals and ledgers.
- Basic mathematical calculations.
- Modern office practices, methods, and computer equipment including relevant software programs.
- Oral and written communication skills; business English including vocabulary, spelling, and correct grammatical usage and punctuation.
- Safe work practices.
- Principles and practices of excellent customer service.
Ability to:- Apply local State and Federal laws, codes, ordinances, City functions, policies, rules and regulations.
- Independently perform difficult and responsible financial clerical and statistical record keeping. Interpret, analyze and problem solve according to City and industry information, policies, and procedures.
- Respond to and assist in resolving difficult and/or sensitive inquiries and problems related to utility billing issues.
- On a continuous basis, sit at desk for long periods of time; intermittently twist to reach equipment surrounding desk; perform simple grasping and fine manipulation; use telephone, and write or use a keyboard to communicate through written means; and lift or carry weight of 10 pounds or less.
- Accurately maintain a variety of financial records, journals and files; accurately count, record and balance transactions.
- Listen, interpret, and effectively handle customer inquiries and complaints.
- Understand and carry out oral and written instructions and prioritize workload to meet deadlines.
- Read, write and comprehend the English language at a level necessary for effective job performance exercising correct English usage, vocabulary, spelling, grammar and punctuation.
- Communicate effectively, tactfully and positively in both oral and written form.
- Operate and use modern office equipment and technology, including computers and applicable software.
- Maintain regular attendance and adhere to prescribed work schedule to conduct job responsibilities.
- Utilize appropriate safety procedures and practices for assigned duties.
- Establish and maintain effective working relationships with those contacted in the course of work.
- Contribute effectively to the accomplishments of City goals, objectives and activities.
Education and Experience:
Any combination of education, experience, and training that would provide the best qualified candidates. A typical way to obtain the knowledge and abilities would be:Education:
Equivalent to the completion of the twelfth grade. Experience:
Two years of progressively responsible experience involving financial record keeping and customer service or the performance of related work.Working Conditions:
Work is performed in a typical temperature controlled office environment subject to typical office noise and environment. Positions may be required to work outside of normal business including evenings and weekends and travel is rare.Applications
may be submitted online at https://www.governmentjobs.com/careers/pittsburg. The City of Pittsburg utilizes a merit-based selection system. Such a system is competitive and based on broad outreach efforts and equal opportunity for qualified applicants to take part in a process designed to determine the qualifications, fitness and ability of competitors to perform duties of the vacant position. Although, a resume and cover letter provide helpful added detail in reviewing qualifications, the job application may be rejected if the sections are considered to be incomplete. You will be notified of the next steps in the process via email! In the meantime, Let’s stay in touch through social media. Follow us on LinkedIn, Instagram and Facebook.What Happens Next?
- We will review your application and all supplemental materials to select the best qualified applicants to continue in the process. Screening will include a review of qualifications, application appraisal rating of education, training and experience and relevance of background qualifications related to the target job as well as supplemental questions if applicable.
- Applicants selected to move forward in the process may be asked to participate in any combination of the following (at any phase of the selection process): a written examination, job related exercise, physical test or job simulation, phone interview, in-person or video interview(s), and/or web-based testing.
- All offers of employment are conditional and new hires are subject to complete a pre-employment background screening that will consist of reference checks, livescan/fingerprint check and a civil check. Some positions require a medical examination, psychological examination, credit check, polygraph, drug testing, and full background investigation depending on the job characteristics. All new hires are required to show that they are eligible to work in the United States. All of these processes must be successfully completed before employment begins.
- The final phase of the selection process is the probationary period, which in most cases is twelve months.
Reasonable Accommodations:
The City of Pittsburg is an Equal Opportunity Employer (EOE) and provides equal employment opportunities without regard to race, color, ancestry, religion, creed, age, physical or mental disability, sex, gender, sexual orientation, gender identity, gender expression, medical condition, genetic information, marital status, military or veteran status, or any other characteristic protected by federal, state or local laws in its employment actions, decisions, policies and practices.The City of Pittsburg Human Resources Department will make reasonable efforts in the selection process to accommodate disabled applicants. Individuals with disabilities who would like to request an accommodation in the process must inform the Human Resources Department by the final filing date.
