Government Jobs
Senior Customer Service Representative - Department Promotional Only
Government Jobs, Oxnard, California, United States, 93030
Senior Customer Service Representative
The City of Oxnard's Billing & Licensing Division is seeking to hire a Senior Customer Service Representative in the Business Licensing section. The ideal candidate will have strong technical and customer service skills, knowledge of standard office practice and procedures and be able to communicate information clearly and concisely with a wide range of individuals. This position will be responsible for handling the more difficult or sensitive customer service problems and customer interactions by phone, via email or in person. What You'll Do: Assisting customers through phone calls and email correspondence, and being the back-up staff member to assist customers at the front counter when needed. Handling the more difficult customer relations situations involving upset and dissatisfied customers, requiring a high degree of sensitivity and the use of sound judgment; responding to complaints from customers and the public and taking action to resolve the complaint; responding and monitoring staff responses to correspondence and telephone calls; training and performing lead responsibilities over lower level staff. Overseeing and performing the more difficult tasks associated with issuing and collecting billings for the business tax certificate taxes; reviews and audits adjustments to customer accounts; contacting customers regarding delinquent accounts; assisting staff in collections activities; recommending and/or taking action on delinquent accounts. Explaining the City's business tax certificate requirements to customers by telephone, email or in person; leading and training staff who assist customers. Coordinating activities, procedures and processes with other City departments and governmental agencies to ensure effective operations of functions. Verifying documentation, determining fees, collecting payments, maintaining records and issuing business tax certificates. Researching and assembling information from a variety of sources for preparation of records and reports; making arithmetic or statistical calculations; organizing and maintaining office files, and recommending organizational, procedural and other changes Perform other duties as assigned. Payroll/Classification Title: Administrative Services Specialist Work Schedule: The normal work week is Monday through Thursday 8:00am to 6:00pm and alternating Fridays 8:00am to 5:00pm. Depending on the area of assignment staff may be assigned to a shift that is outside the standard work hours. This position may be required to be available for additional hours in response to peaks in workloads and changes in department needs. The standard work environment varies depending on assignment but is typically either primarily in an office setting or out in the field. The City does not offer hybrid or remote work. Essential Functions: Provides internal and external customer service and support; responds to inquiries, complaints and requests for information; performs basic research and gathers required information; and/or refers customers to appropriate resources for more complex requests. Thrive in a fast paced environment, handling multiple tasks simultaneously. Make logical decisions based on knowledge, experience and wisdom. Demonstrate exemplary communication, interpersonal and customer service skills. Work well independently with minimal supervision. With a high level of detail, handle cashiering, point of sales payment processing, data entry, account maintenance, and general ledger journal entries for assets, liabilities, revenues and expenses. May provide backup coverage for other department support staff from time to time. Enters, reviews, updates, verifies, tracks and/or maintains system data, files, documentation and records related to assignment area; runs and produces routine reports; performs calculations and verifies data. Prepares, issues and/or distributes correspondence, notices, permits, licenses, forms, documents, reports and/or other records. Provides recommendations for improved processes and solutions to customer support issues. Compiles data and performs basic analysis; provides specialized account support which may include reviewing account history information, resolving discrepancies, and/or making adjustments. Positions assigned to administrative support may be responsible for: Processing complex transactions such as payroll and travel; Designing and producing documents and promotional materials; Updating websites and/or social media information; Preparing and/or processing financial transactions and related reports; Setting up and maintaining records management systems; Processing applications and/or permits related to assignment; Coordinating events and associated logistics; Assisting with budget tracking/preparation. Positions assigned to customer service may be responsible for: Handling escalated inquiries; Researching and adjusting account information; Calculating and processing refunds; Correcting account errors; Assisting with training employees; Reconciling funds received; Transmitting and posting electronic files. Minimum Qualifications: The following are the minimum qualifications necessary for entry into the classification: High School Diploma or GED and three (3) years of related experience, including one (1) year of advanced fiscal/administrative support experience comparable to an Administrative Services Technician, Senior with the City of Oxnard in area of assignment; OR Associate's degree (or 60 units) in a related field, and one (1) year of advanced fiscal/administrative support experience comparable to an Administrative Services Technician, Senior with the City of Oxnard in area of assignment NOTE: To qualify for the educational incentive benefit, candidates must possess a degree level of Bachelor's or above. LICENSING/CERTIFICATIONS: Must be a current City of Oxnard employee in the Finance Department Must be able to effectively communicate in English, both orally and in writing. Bilingual in English and Spanish is desirable Some positions may require the possession of or ability to obtain a valid class C driver's license
The City of Oxnard's Billing & Licensing Division is seeking to hire a Senior Customer Service Representative in the Business Licensing section. The ideal candidate will have strong technical and customer service skills, knowledge of standard office practice and procedures and be able to communicate information clearly and concisely with a wide range of individuals. This position will be responsible for handling the more difficult or sensitive customer service problems and customer interactions by phone, via email or in person. What You'll Do: Assisting customers through phone calls and email correspondence, and being the back-up staff member to assist customers at the front counter when needed. Handling the more difficult customer relations situations involving upset and dissatisfied customers, requiring a high degree of sensitivity and the use of sound judgment; responding to complaints from customers and the public and taking action to resolve the complaint; responding and monitoring staff responses to correspondence and telephone calls; training and performing lead responsibilities over lower level staff. Overseeing and performing the more difficult tasks associated with issuing and collecting billings for the business tax certificate taxes; reviews and audits adjustments to customer accounts; contacting customers regarding delinquent accounts; assisting staff in collections activities; recommending and/or taking action on delinquent accounts. Explaining the City's business tax certificate requirements to customers by telephone, email or in person; leading and training staff who assist customers. Coordinating activities, procedures and processes with other City departments and governmental agencies to ensure effective operations of functions. Verifying documentation, determining fees, collecting payments, maintaining records and issuing business tax certificates. Researching and assembling information from a variety of sources for preparation of records and reports; making arithmetic or statistical calculations; organizing and maintaining office files, and recommending organizational, procedural and other changes Perform other duties as assigned. Payroll/Classification Title: Administrative Services Specialist Work Schedule: The normal work week is Monday through Thursday 8:00am to 6:00pm and alternating Fridays 8:00am to 5:00pm. Depending on the area of assignment staff may be assigned to a shift that is outside the standard work hours. This position may be required to be available for additional hours in response to peaks in workloads and changes in department needs. The standard work environment varies depending on assignment but is typically either primarily in an office setting or out in the field. The City does not offer hybrid or remote work. Essential Functions: Provides internal and external customer service and support; responds to inquiries, complaints and requests for information; performs basic research and gathers required information; and/or refers customers to appropriate resources for more complex requests. Thrive in a fast paced environment, handling multiple tasks simultaneously. Make logical decisions based on knowledge, experience and wisdom. Demonstrate exemplary communication, interpersonal and customer service skills. Work well independently with minimal supervision. With a high level of detail, handle cashiering, point of sales payment processing, data entry, account maintenance, and general ledger journal entries for assets, liabilities, revenues and expenses. May provide backup coverage for other department support staff from time to time. Enters, reviews, updates, verifies, tracks and/or maintains system data, files, documentation and records related to assignment area; runs and produces routine reports; performs calculations and verifies data. Prepares, issues and/or distributes correspondence, notices, permits, licenses, forms, documents, reports and/or other records. Provides recommendations for improved processes and solutions to customer support issues. Compiles data and performs basic analysis; provides specialized account support which may include reviewing account history information, resolving discrepancies, and/or making adjustments. Positions assigned to administrative support may be responsible for: Processing complex transactions such as payroll and travel; Designing and producing documents and promotional materials; Updating websites and/or social media information; Preparing and/or processing financial transactions and related reports; Setting up and maintaining records management systems; Processing applications and/or permits related to assignment; Coordinating events and associated logistics; Assisting with budget tracking/preparation. Positions assigned to customer service may be responsible for: Handling escalated inquiries; Researching and adjusting account information; Calculating and processing refunds; Correcting account errors; Assisting with training employees; Reconciling funds received; Transmitting and posting electronic files. Minimum Qualifications: The following are the minimum qualifications necessary for entry into the classification: High School Diploma or GED and three (3) years of related experience, including one (1) year of advanced fiscal/administrative support experience comparable to an Administrative Services Technician, Senior with the City of Oxnard in area of assignment; OR Associate's degree (or 60 units) in a related field, and one (1) year of advanced fiscal/administrative support experience comparable to an Administrative Services Technician, Senior with the City of Oxnard in area of assignment NOTE: To qualify for the educational incentive benefit, candidates must possess a degree level of Bachelor's or above. LICENSING/CERTIFICATIONS: Must be a current City of Oxnard employee in the Finance Department Must be able to effectively communicate in English, both orally and in writing. Bilingual in English and Spanish is desirable Some positions may require the possession of or ability to obtain a valid class C driver's license