The ideal candidate for the Customer Service Representative position with the City of Lodi is a dedicated and personable professional who excels at providing exceptional customer service to a diverse community. They have strong communication and interpersonal skills, enabling them to interact effectively and respectfully. This individual is detail-oriented, organized, and capable of managing multiple tasks in a fast-paced environment. They possess a problem-solving mindset, demonstrating patience and resourcefulness when addressing customer inquiries, resolving issues, and navigating complex situations. The ideal candidate is proficient in using modern office technology and customer management systems and has the ability to quickly learn and apply city policies and procedures. A commitment to teamwork, a strong work ethic, and a genuine desire to serve the community are essential qualities for success in this role.

The City of Lodi Customer Service Representative provides customer service in all aspects of utility customer service, including payments, customer inquiries, and starting or stopping service. Specific emphasis is placed on both call center and cashiering in a fast-paced environment. This candidate would handle inquiries and payment processing in each of these areas.

The examination process will consist of a competitive evaluation of qualifications based on a review of the Application and the Supplemental Questionnaire; therefore, it is to your advantage to provide as much detailed and relevant work experience as possible, as a resume will not be accepted or reviewed in lieu of the application materials. Please note that only applicants who are among the most qualified will be invited to participate in the testing process.

DEFINITION
Provides customer service to include front counter customer service and a variety of account support services including collections.

SUPERVISION EXERCISED AND RECEIVED
Receives general supervision from a higher classification. Receives lead direction from other higher level personnel.Duties may include, but are not limited to the following:

Provides customer service to include front counter customer service and a variety of account support services including collections.

Processes a variety of billing related tasks; receive and process payments; audits balances and prepares collection deposit; responds to account inquiries and other City transactions; interpret and explain charges, policies, procedures, special programs and rates, initiates appropriate transactions to satisfy customer requests, and internal accounting procedures

Creates and maintains databases, prepare documents, verify accuracy and ensure compliance with applicable regulations;

Administrative tasks, including mail and answering phones.

Performs other duties related to the operation of the department and the city, including additional duties that enable the department and City to meet the diverse needs of its community.Knowledge of:
Routine mathematical computations and customer service techniques

Ability to:
Provide customer service to include front counter customer service and a variety of account support services including collections.

Perform mathematical calculations quickly and accurately.

Use good judgment and customer service skills in responding to customer requests or complaints.

Follow instructions, interpret forms, maintain accurate records; handle multiple tasks, prioritize work and meet deadlines; type accurately at a rate necessary for job success.

Perform clerical procedures in an organized and accurate manner;

Operate a computer using various financial applications.

Communicate clearly and concisely.

Establish and maintain cooperative and effective relationships with those contacted during the course of work.

EDUCATION AND EXPERIENCE:
Any combination of experience and education that would provide the required knowledge and ability is qualifying. A typical combination is:

Education:
Equivalent to the completion of a High School Diploma. 24 semester college units are preferred.

Experience:
Two years of customer service experience, preferably in banking or a similar field.

WORKING CONDITIONS:
Environmental Conditions: Office environment

Physical Conditions: Essential and marginal functions may require maintaining physical condition necessary for sitting, standing, bending and stooping for prolonged periods of time; using various office equipment including a computer screen and keyboard and lifting up to 30 pounds.

*FLSA Status: NON-EXEMPTInterested applicants must submit an online application at www.lodi.gov. No paper applications will be accepted. For technical difficulties with your online application, please call the Neogov helpline at 855-524-5627.

Telephone: 209-333-6704. Persons with hearing impairment, please call the California Relay Service 7-1-1.

Evaluation of Qualifications: Application materials and resumes will be screened to determine if applicants are considered to be among the most qualified as outlined on the job announcement. Only applicants who are among the most qualified will be invited to participate in the testing process. Resumes may not be substituted for a completed application.

EQUAL OPPORTUNITY EMPLOYER - The City of Lodi is an equal opportunity employer and is committed to a policy of fair employment practices regardless of race, color, ancestry, national origin, religion, sex or sexual orientation, marital status, age, mental or physical disability or perceived disability, medical condition, pregnancy, political affiliation or belief, or other unlawful discrimination.

AMERICANS WITH DISABILITY ACT - In compliance with the Americans with Disabilities Act and Section 504 of the Rehabilitation Act, the City of Lodi provides reasonable accommodation for qualified individuals with disabilities. Individuals with disabilities requiring accommodations must contact the Human Resources Division upon application submittal to confirm the request.

CRIMINAL BACKGROUND INFORMATION - City of Lodi is authorized and required by the state of California to access Local, State, and/or Federal criminal history as part of the testing process. This process can be completed by initial fingerprinting and/or a full Background investigation pursuant to Penal Code §11105(b)(10), §11105.3, §13300(b)(10); Education Code §10911.5; Public Resources Code §5164) and in compliance with the City of Lodi's Fingerprinting Policy and Procedure. As a future employee or volunteer, you are required to be fingerprinted and processed through the Department of Justice and cleared before you can start. All information obtained will be kept in strict confidentiality.

HIRING PROCEDURE - Applicants must possess the minimum qualifications by the final filing date. Eligible lists are established upon successful completion of the selection process. The candidates must be successful in each part of the testing. To fill each vacancy the hiring department will request names to be certified from the eligible list and will make a selection from this certification list.

CONDITIONAL JOB OFFERS - Conditional job offers are subject to successful completion of a medical drug screen and/or physical. Candidates should not quit or give notice to their current employer until final notification has been awarded by the Human Resources Division.

MEDICAL-DRUG SCREENING – All positions may be subject to a physical or drug screen issued by a qualified medical physician assigned by the Human Resources Division. Under the requirements of the Drug Free Workplace Act of 1988, the City of Lodi has been designated as a drug-free workplace.

APPOINTMENT - At the time of appointment all candidates will be required to execute an oath of allegiance and complete Form I-9 - Employment Eligibility Verification in compliance with the Immigration and Naturalization Act. United States citizenship is not required. All new appointees are required to successfully complete a probationary period of twelve months.

EMPLOYMENT BENEFITS

SALARY - The starting salary is the first rate shown on the job announcement. Advancement to the higher steps of the salary range is based upon merit in accordance with the Salary Ordinance and Rules for Personnel Administration. Eligibility for the first merit increase is effective after 12 months and for additional merit increases after one year intervals until the employee has reached the maximum step.

HOLIDAY, VACATION, SICK, AND ADMINISTRATIVE LEAVE - Holiday - An average of 13 paid holidays per year. Vacation - 2 weeks paid vacation annually, increasing with length of service depending upon the appropriate labor agreement. Sick Leave - 10 days per year depending upon the appropriate labor agreement. Administrative Leave - Management/Mid-Management positions receive 80 hours per calendar year, and specified professional/technical positions receive 40 hours per fiscal year (Pro-Rated).

HEALTH INSURANCE - Medical, Dental and Vision plans are available for employee and dependents. A portion of the premiums may be the employee's responsibility.

LIFE INSURANCE AND LONG TERM DISABILITY - The City pays the full premium for employee and dependent life insurance, and offers a long-term disability plan that provides up to approximately 2/3 of an employee's salary.

RETIREMENT AND DEFERRED COMPENSATION - The City of Lodi is a member of the Public Employees' Retirement System (P.E.R.S.). Lodi is not a member of the Social Security System except for the required medical contribution. Employees may participate in a 457 Deferred Compensation program.

FLEXIBLE SPENDING ACCOUNT - Employees may participate in a Section 125 Flexible Spending Account.

City of Lodi jobs

Customer Service Representative