Job Details
Customer Service Specialist I | Upland HR page has loaded. Customer Service Specialist I | Upland HR page has loaded. ** Customer Service Specialist I**
**Customer Service Specialist I**
Salary $36,636.49 - $49,272.08 Annually Location CA 91786, CA Job Type Full Time Department Administrative Services Department Job Number 2110 Max Number of Applicants 120 Closing 2/16/2022 11:59 PM Pacific GENERAL PURPOSE Under general supervision, performs a variety of responsible customer service functions, including providing information, researching problems, receiving payments issuing licenses and permits, by telephone and in person; and performs related duties as assigned.
**CLASS CHARACTERISTICS**Customer Service Specialist I provide a variety of services to the City's customers by telephone and in person, ranging from answering questions and providing information to handling difficult customer relations situations on delinquent utility accounts. A Customer Service Specialist I performs a variety of public counter customer service duties and has the essential knowledge of the City's utility billing, business license, other license and fee programs, cash receipting and collections practices. This class is alternately staffed with Customer Service Specialist II.
********IMPORTANT INFORMATION******** ********APPLICATION FILING PERIOD WILL CLOSE UPON THE RECEIPT OF THE FIRST 120 APPLICATIONS.******** ********CURRENT VACANCY:********One full-time position with full benefits in the Finance Division. ****REPORTING SCHEDULE:****
12 months per year; 10 hours per day; 4 days per week, Monday through Thursday (7 a.m. to 6 p.m.).
**********SALARY:**********
Listed salary amounts indicate the first and last steps of the range for the position.
**********EXAM TYPE:**********Open Competitive. **PROBATIONARY PERIOD:** 12 months. ESSENTIAL DUTIES AND RESPONSIBILITIES ***The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to this class. Other duties and responsibilities may be added, deleted or changed at any time at the discretion of management, either orally or in writing.***
- Provides customer service at public counter; monitors and manages the receipt of utility payments via cash register (including online payments, ACH, credit card payments, cash and checks).
- Handles customer questions and concerns regarding a variety of basic questions frequently pertaining to utility billing and other services and programs by telephone, email or in person. If assigned to the Finance Division, will handle customer questions and concerns regarding animal and business license applications by telephone, email or in person.
- Opens and processes mail and night drop payments.
- Works with customers to establish payment extensions within authority limits to avoid shut-offs and to arrange reconnections of service.
- If assigned to the Finance Division, explains the City's business and animal licensing requirements to customers in person; assists customers in completing applications in person and by mail; data input of animal license applications; determines fees, accepts payments and issues license receipts.
- Receives and processes applications to activate new or terminate utility services; receives and receipts payments.
- Balances cash drawers by revenue type and form of payment; verifies and validates daily cash reports for receipts and permits issued by all City departments.
- Maintains records and files appropriately.
- Prepares routine customer correspondence in response to inquiries.
- Provides back-up for other customer service staff.
- Performs other related duties as assigned.
QUALIFICATION GUIDELINES **Knowledge of:** Customer service practices and customer-oriented telephone etiquette; standard office practices and procedures; sound business communication practices; correct English usage, including spelling, grammar and punctuation; laws, regulations, ordinances, codes, rules, policies, and procedures relating to administration of assigned functions and programs; City billing and collection policies and procedures; basic data processing, bookkeeping and record keeping practices and procedures.
**Ability to:** Operate a computer and word processing software and other standard office equipment; handle tactfully and effectively sensitive customer relations situations and defuse situations that are highly emotional and volatile; quickly, efficiently and calmly handle a high volume of customer interactions by telephone or in person; interpret, explain and apply complex City and state laws and regulations; reach sound decisions in accordance with laws, regulations, rules and policies; understand and carry out written and oral instructions; communicate clearly and effectively both orally and in writing; prepare clear, accurate, and concise records, reports and basic correspondence; maintain sensitive and confidential information; use tact, discretion, patience and understanding in dealing with the public; establish and maintain highly effective working relationships with City staff, customers and others encountered during the course of work. **Education:** Graduation from high school or GED equivalent. **Training/Experience:** One year of cashiering work experience involving public contact and customer service related activities. Experience in accounting, clerical, and customer service functions in a municipal government or public utility setting is highly desirable.
Bilingual skills in English and Spanish are highly desirable. PHYSICAL AND MENTAL DEMANDS The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. **Physical Demands:** While performing the duties of this class, employees are regularly required to sit/stand; talk or hear, in person or by telephone; use hands to finger, handle, feel or operate standard office equipment; reach with hands and arms. Employees are frequently required to walk, stand, and to lift and move records and documents weighing up to 20 pounds.
Specific vision abilities required by this job include close vision and the ability to adjust focus. **Mental Demands:** While performing the duties of this class, employees are regularly required to use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intense deadlines; and interact with City staff, the public and others encountered during the course of work.
**WORK ENVIRONMENT**The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee works under typical office conditions; the noise level is usually quiet.
**IMPORTANT INFORMATION:
Examination Process:**
A competitive review of applicants' experience and qualifications will be conducted. Based on that evaluation, a limited number of applicants whose qualifications best meet the current needs of the City of Upland will be invited to participate in the next step of the examination process. The examination may include a technical project or a written test, and will include a qualifications appraisal interview