Customer Service Representative
Government Jobs, Beverly Hills, CA, United States
Customer Service Representative
The City of Beverly Hills has a long-standing reputation for providing superior customer service to residents, businesses, and visitors. This characteristic, combined with outstanding staff in all departments, has been a hallmark of success for this high-performance organization. The municipal government (approximately 1,000+ full-time and part-time employees) provides the highest quality safety services, recreational activities, municipal services, and physical environment. The askBH Customer Relations program serves as the community's one-point-of-contact for non-emergency assistance with City services, programs, and events. Community members can request information and services; report concerns and receive updates when their requests have been resolved. In addition to handling non-emergency inquiries, the Customer Relations team also plays a critical role in answering the City's Emergency Hotline during activations. Through askBH, the team delivers essential City updates, collaborates with departments across the organization on customer service initiatives, and ensures a seamless and efficient customer experience. While the program operates within Public Works, it serves as a department-wide resource, supporting both day-to-day service needs and emergency communications. The City of Beverly Hills is seeking a qualified candidate for the position of Customer Service Representative to provide concierge-style customer service in-person and by telephone, email, and on-line. The incumbent of this position will respond to inquiries, concerns, or issues about various City projects, programs, services, events, activities, permits, fees, utility service requests, billings, and public information. Incumbents also assist customers in addressing or resolving their issues regarding City-provided or City-contracted services referring customers to the appropriate department/division as necessary, as well as accept and process various forms, documents, and applications for various City programs and services. The incumbent of this position must be a responsible team player, with the ability to learn, interpret and apply relevant procedures and regulations. The ideal candidate has previous experience providing information and assistance by phone, email, and on-line. Previous experience with CRM or ticketing systems, multi-line phone systems, and/or call center platforms is highly desirable. This individual should have excellent communication skills to establish and maintain effective and cooperative working relationships with City staff and the general public. This position will be assigned a work schedule based on operational needs as determined by the Public Works Director. Potential schedules include 5/40 schedule, 4/10 schedule, and weekend shifts as needed. This position is eligible for a hybrid telecommuting schedule after an initial onsite training period established by the department upon hire. Salary and Benefits $67,570.20 - $83,707.80 Annually. This position is represented by the Municipal Employer's Association and is covered by the negotiated terms and conditions of that Association's Memorandum of Understanding (MOU). Additional details about benefits may be found in the MEA MOU, a copy of which is located at www.beverlyhills.org/mou. The selection process may consist of the following components: Review of Required Supplemental Questionnaire, Online Written Examination, Oral Examination/Interview.
The City of Beverly Hills has a long-standing reputation for providing superior customer service to residents, businesses, and visitors. This characteristic, combined with outstanding staff in all departments, has been a hallmark of success for this high-performance organization. The municipal government (approximately 1,000+ full-time and part-time employees) provides the highest quality safety services, recreational activities, municipal services, and physical environment. The askBH Customer Relations program serves as the community's one-point-of-contact for non-emergency assistance with City services, programs, and events. Community members can request information and services; report concerns and receive updates when their requests have been resolved. In addition to handling non-emergency inquiries, the Customer Relations team also plays a critical role in answering the City's Emergency Hotline during activations. Through askBH, the team delivers essential City updates, collaborates with departments across the organization on customer service initiatives, and ensures a seamless and efficient customer experience. While the program operates within Public Works, it serves as a department-wide resource, supporting both day-to-day service needs and emergency communications. The City of Beverly Hills is seeking a qualified candidate for the position of Customer Service Representative to provide concierge-style customer service in-person and by telephone, email, and on-line. The incumbent of this position will respond to inquiries, concerns, or issues about various City projects, programs, services, events, activities, permits, fees, utility service requests, billings, and public information. Incumbents also assist customers in addressing or resolving their issues regarding City-provided or City-contracted services referring customers to the appropriate department/division as necessary, as well as accept and process various forms, documents, and applications for various City programs and services. The incumbent of this position must be a responsible team player, with the ability to learn, interpret and apply relevant procedures and regulations. The ideal candidate has previous experience providing information and assistance by phone, email, and on-line. Previous experience with CRM or ticketing systems, multi-line phone systems, and/or call center platforms is highly desirable. This individual should have excellent communication skills to establish and maintain effective and cooperative working relationships with City staff and the general public. This position will be assigned a work schedule based on operational needs as determined by the Public Works Director. Potential schedules include 5/40 schedule, 4/10 schedule, and weekend shifts as needed. This position is eligible for a hybrid telecommuting schedule after an initial onsite training period established by the department upon hire. Salary and Benefits $67,570.20 - $83,707.80 Annually. This position is represented by the Municipal Employer's Association and is covered by the negotiated terms and conditions of that Association's Memorandum of Understanding (MOU). Additional details about benefits may be found in the MEA MOU, a copy of which is located at www.beverlyhills.org/mou. The selection process may consist of the following components: Review of Required Supplemental Questionnaire, Online Written Examination, Oral Examination/Interview.