Senior Customer Service Representative

The City of Pasadena is excited to announce the Senior Customer Service Representative's opportunity in the City of Pasadena Water and Power Department. IDEAL CANDIDATE The ideal candidate is customer service oriented, highly reliable, and has experience handling a variety of customer service and billing functions in person, by telephone, and online. They will demonstrate strong analytical skills for tasks such as billing audit reviews, NSF checks, locating property owners, and reviewing complex documents. This role requires professionalism in managing sensitive account issues and assisting irate customers, as well as the ability to provide guidance to other staff and act as backup to the Customer Service Specialist. If you are reliable, dependable, and enjoy providing excellent customer service, apply today! Essential Functions The major responsibilities of this position are listed. • Responds to a high volume of customer inquiries, public information request, problems and complaints in person, online, at a public counter, or by telephone. • Obtains required information from customers and research customer accounts and City records, reviews applications, and sets up new accounts. • Resolves questions or issues or refers customers to more senior staff or supervisors for further assistance when warranted. • Explains policies, regulations, billing and/or fee schedules and requirements. • Calculates bills and fees as required; back-billing; process credits and debits due to chargebacks; accepts and posts deposits and payments received in person, by mail or electronically. • Responds calmly and professionally in dealing with customers who are irate or who have complex, specialized or unusually sensitive service needs, account or credit situations. • Creates, maintains and monitors computerized files, databases and directories; conducts record searches and prepares public records and other public documents; audits documents, verifies accuracy and ensures compliance with applicable statutes and regulations. • Acts as a backup to the Customer Service Specialist and front-line staff as needed and may assign, direct or verify work of lower-level support staff. • Designs and prepares departmental forms and operational manuals; prepares correspondence on procedural or informational matters. • Maintains adherence to required schedules for productivity. Provides and/or coordinates staff coverage at all times for the public counter. • Processes refunds, adjustments and payments in accordance with established procedures. • Opens, reviews, and processes payments, establish utility accounts, assess deposits in accordance with established criteria. • Provides guidance and assistance to Customer Service Representatives on complex customer issues, billing discrepancies, and document review, acts as a resource for handling NSF checks, and property owner verification. • Assist with department projects such as Advanced Metering Infrastructure (AMI) initiatives that streamline service connections and disconnections and improve billing accuracy. • Performs other related duties as assigned. Qualification Guidelines CORE COMPETENCIES The following list represents the core competencies needed for success in this position. Problem Solving– Ability to resolve constituent's problems, billing discrepancies, and think outside the box independently and efficiently. Decision Making- Choosing optimal courses of action in a timely manner. Ability to take initiative- Ability to take necessary action without being prompted to do so. Customer Service- Attending to the needs and expectation of customers. Self-Management- Showing personal organization, self-discipline, and dependability. Oral Communication- Engaging effectively in dialogues. Attention to Detail- Focusing on the details of work content, work steps, and final work products. Using technology- Working with electronic hardware and software applications. Proficient in MS Office, Word, Excel and Outlook. Critical Thinking -Analytically and logically evaluating information, propositions, and claims EDUCATION AND EXPERIENCE • Graduation from high school or GED equivalent and • Three years related office or customer service experience, including one year providing direct customer service to the public or large customer base; or an equivalent combination of training and experience. • Experience in a public agency is preferred. SELECTION PROCESS The selection process will consist of a training and experience evaluation, typing test, and may consist of written test of analytical skills, interview panel, department-level interviews and possibly an online assessment. Probationary work period is one year and this classification is assigned to the LIUNA Bargaining Unit. VACANCY INFORMATION There are two vacancies in the Customer Service Section of the City of Pasadena Water and Power Department. The resulting eligibility list from this recruitment may be used to fill these vacancies and similar vacancies in other departments. This is a fully in-person position at the City of Pasadena Water and Power Department. Remote or hybrid work arrangements are not available. Special Requirements Must type 40 net 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 that 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. 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.