The City of Pasadena Department of Transportation, Parking Division is seeking a reliable Customer Service Representative to handle various tasks such as routine telephone and/or in-person customer service assignments associated with customer account inquiries, billing, parking permits, parking citations, vehicle tows & releases, and other financial transactions.
The
ideal candidate should have exceptional customer service skills, be willing to learn and perform a variety of customer service-related responsibilities and be willing to work in a departmental call center or at a public counter. The successful candidate will provide excellent in-person and telephone assistance to customers in a wide selection of parking permit and parking citation inquiries and other financial transactions including cash handling.
Must type 35 net words per minute with 95% accuracy. Please note that
qualified applicants will be invited to take an online typing testadministered by the City.
Applicants who do not receive a passing score on the online typing test will not be considered for further consideration. Please
do not attach typing test results/or certificates to your application.
Current City of Pasadena employees who hold a position that requires the same or more words per minute are not required to take the online typing test. Employees are responsible for verifying the typing requirement for their current classification.
Essential FunctionsThe major responsibilities of this position are listed below. For more detailed information, please review the job description
Customer Service Representative.
- Audit documents to verify accuracy and to ensure compliance with applicable statutes and regulations.
- Conduct record searches and prepare statistical work sheets and other required documents.
- Create payment batches and accurately post payments in Tyler Munis. Perform technical processes related to the issuance/renewal of parking permits.
- Review and process vehicle tow releases in accordance with policy and procedure.
- Create, maintain, and monitor computerized files, databases, and directories.
- Explain license/permit requirements, review applications and set up new accounts.
- Explain parking citation appeal processes as outlined by CVC 40215.
- Generate and submit correspondences for vehicle tow hearings and citation second level appeals.
- Knowledge of the California Vehicle Codes as they relate to parking citation payment timeframe, parking citation appeal timeframe, vehicles tows and post storage hearings.
- Knowledge of the Parking Division’s policies and procedures.
- Knowledge of the Pasadena Municipal Codes as they relate to parking permits, vehicle tows and parking citations.
- Obtain required information from customers, research customer accounts and City records.
- Open, review and sort mail payments including payments of utility bills in accordance with established criteria.
- Process refund requests in accordance with established procedures.
- Resolve questions or issues and refer customers to more senior staff or supervisors for further assistance.
- Respond to a high volume of customer inquiries, problems, and complaints in person at a public counter, by telephone or email.
- Take and record payments and update customer account records.
COMPETENCIESThe following list represents the core competencies for success in this position.
- Action & Results Focus initiates tasks and focuses on accomplishments.
- Attention to Detail focuses on the details of work content, work steps, and final work products.
- Customer Focus attends to the needs and expectations of customers.
- Handling Conflict manages interpersonally strained situations.
- Handling Stress manages emotional stability and self-control under pressure, challenge, or adversity.
- Professional Integrity & Ethics displayshonesty, adherence to principles, and personal accountability.
- Teamwork collaborates with others to achieve shared goals.
- Writing communicates effectively in writing.
Minimum Qualifications:- A high school diploma or GED/equivalent.
- One year of customer service experience is required.
- Typing speed of 35 net words per minute with 95% accuracy is required.
Desirable Qualifications:- Two years of recent customer service experience (within the last three years) working in a call center, public agency, or handling parking permits and parking citations.
- Two years of experience in cash handling and processing credit card, check, EFT and ACH payments.
- 1 year of working with Tyler Munis (ERP System) and Citation Processing Center.
Selection Process The selection process will consist of any combination of an evaluation of training and experience, Subject Matter Expert (SME) review, and the most highly qualified candidates will be invited to participate in a typing test, written examination, and/ or a selection interview with the department.
Ability to type 35 words per minute with 95% accuracy. Please note that qualified applicants will be invited to take an online typing test administered by the City. Applicants who do not receive a passing score on the online typing test will not be considered for further consideration. Please do not attach a typing certificate to your application.
Vacancy InformationThere is currently one vacancy in the Parking Division of the Transportation Department.
The resulting eligibility list from this recruitment may be used to fill future vacancies in other departments within the City.
Due to cash handling and access to confidential information, a credit check will be conducted on selected candidates. FLSA Designation: Non-Exempt
Bargaining Unit: LIUNA, Local 777
Probationary Period: One year
- Due to cash handling and access to confidential information, a credit check will be conducted on selected candidate/s.
- A valid Class C California Driver's License is required at the time of appointment.
- Ability to type 35 words per minute with 95% accuracy. Current City of Pasadena employees who hold a position that requires the same or more words per minute are not required to take the online typing test. Employees are responsible for verifying the typing requirement for their current classification.
- Frequently required to lift up to 10 pounds unaided and occasionally up to 25 pounds.
