Customer Service Specialist I/II

Customer Service Specialist I: $23.4000 - $35.1000/hrCustomer Service Specialist II: $27.0884 - $40.6326/hrThe ideal candidate for the position of Customer Service Specialist I/II will possess a background in utility billing for water, sewer, and trash services, along with cashiering, and collection experience and a comprehensive understanding of Naviline software. This individual will deliver exceptional customer service, ensuring accuracy in financial transactions, and effectively communicating with clients to address inquiries and resolve issues. Prior experience in a government setting is desirable.The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.Performs a variety of responsible customer service, clerical accounting, and office support duties in support of assigned function or program area including in the areas of utility billing and cashiering.Responds to inquiries, requests, and complaints in person or by phone; provides explanation of established procedures and policies of the work unit and/or designated program area; starts and stops services; solves customers issues and answers customer questions including billing questions.Prepares, maintains, and/or verifies a variety of accounting, financial, and statistical records, ledgers, logs, and files including customer account information files; gathers, assembles, tabulates, enters, posts, checks, verifies, balances, adjusts, records, and files financial data to various accounts and funds; codes data according to prescribed accounting procedures; reviews information to ensure accurate reporting; resolves discrepancies; establishes and maintains various files and records.Assists in the preparation of financial, accounting, and statistical statements, analyses, documents, and reports; assists other staff and departmental management in the preparation of reports; gathers and organizes data.Generates, prepares, and maintains billings for a variety of City services including water, sewer, and refuse accounts; creates and reviews utility bills for any discrepancies and makes all changes and corrections; generates and reviews meter reading consumption reports; calls and investigates customers with unusually high or low water consumption; calculates and enters corrected read, re-reads, and meter/register exchanges; reviews and processes customer submitted leak adjustment forms.Collects, processes, and reconciles money received by the City including payments for City utility services and business tax as well as payments from various City departments; processes payments by cash, check, money orders, credit card, and money transfer; enters, updates, and files all bank draft applications, changes, and cancellations; posts money received to correct accounts; prepares daily balance record for cash received; prepares and tabulates bank deposits; reconciles selected general ledger accounts.Starts and stops various utility services for customers; generates, compiles, and processes work orders going out to and returning from field crews to turn water on and off; prepares and proofs delinquent door tag reports and prints tags for field crew to deliver; calculates, prepares, and proofs shut off list and creates and processes water shut off spreadsheet for field crew.Compiles information on delinquent accounts; prepares reports for delinquent accounts; prepares and proofs delinquent letter report; works with delinquent accounts for collections; prepares accounts for collection agency; sends accounts to collections agency and follows-up as necessary; reviews reports from collection agency; processes all adjustments and write-offs on delinquent accounts.Processes parking citations from the Police Department; receives citation payment in person or through the mail; coordinates parking citation appeals; prepares updates and reports for parking citations to and from the DMV.Processes bus passes including new, renewal, and exchanged passes.Serves as custodian of petty cash; assumes responsibility for maintaining records of petty cash distributions; reconciles petty cash; ensures ample supply of cash on hand.Processes and issues new and renewed business tax certificates and business-related permits; provides information and instructs applicants on policies, procedures, and regulations; determines type of business and assigns taxing category; calculates tax due including penalties and interest; receives and processes tax payments for new applications and renewals.Performs a variety of general office support functions including typing, record keeping, proofreading, and forms and report generation; receives and sorts incoming mail; files documents.Performs related duties as required.Knowledge of:Basic principles, procedures, and methods used in the performance of customer service and clerical accounting duties.Basic principles and procedures of financial record keeping and reporting.Methods and techniques of coding, verifying, balancing, and reconciling accounting records.Basic mathematical principles.Customer service techniques, practices, and principles.Methods and techniques of proper phone etiquette.Principles and procedures of record keeping and filing.English usage, spelling, grammar and punctuation.Business letter writing and basic report preparation.Modern office procedures, methods, and equipment including computers.Computer applications such as word processing, spreadsheet, and database applications as well as financial and statistical software.Pertinent federal, state, and local laws, codes, and regulations.Business Tax principles.Ability to:Perform a variety of customer services, clerical accounting, and office support duties and activities in support of assigned function.Perform a variety of accounting, fiscal, and statistical record keeping duties including to prepare, maintain, and reconcile a variety of records and files.Perform mathematical calculations quickly and accurately including to add and subtract, multiply and divide, and calculate percentages, fractions, and decimals.Understand the organization, operation, and services of the City and of outside agencies as necessary to assume assigned responsibilities.Understand and apply pertinent laws, codes, and regulations as well as organization and unit rules, policies, and procedures with good judgment.Implement and maintain filing systems.Work under steady pressure with frequent interruptions and a high degree of public contact by phone or in person.Compile a variety of information and records and exercise good judgment in maintaining information, records, and reports.Participate in the preparation of a variety of administrative and financial reports.Read, understand, and review documents for accuracy and relevant information.Operate and use modern office equipment including a computer and various software packages.Adapt to changing technologies and learn functionality of new equipment and systems.Use applicable office terminology, forms, documents, and procedures in the course of the work.Type and enter data at a speed necessary for successful job performance.Understand and follow oral and written instructions.Maintain composure and exercise good judgment when answering demanding questions.Utilize public relations techniques in responding to inquiries and complaints.Communicate clearly and concisely, both orally and in writing.Establish and maintain effective professional working relationships with those contacted in the course of work.EDUCATION AND EXPERIENCE GUIDELINESAny combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:Customer Service Specialist IEducation/Training:

Equivalent to the completion of the twelfth grade. Additional specialized training or college level course work in accounting, business administration, or a related field is highly desirable.Experience:

One year of customer service, specialized clerical, accounting clerical, or administrative/business experience involving routine bookkeeping or related record keeping.Customer Service Specialist IIEducation/Training:

Equivalent to the completion of the twelfth grade. Additional specialized training or college level course work in accounting, business administration, or a related field is highly desirable.Experience:

Two years of responsible customer service, cashiering, or clerical accounting experience comparable to that of a Customer Service Specialist I with the City of Camarillo.The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.Environment :

Work is performed primarily in a standard office setting with extensive public contact and frequent interruptions; work is fast paced with multiple deadlines.Physical :

Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information.

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