City of Anaheim, CA
Part-Time Customer Service Representative I
City of Anaheim, CA, Anaheim, California, United States, 92808
Salary:
$24.61 - $31.14 Hourly
Location :
City of Anaheim, CA
Job Type:
Part Time
Job Number:
2024-00052
Department:
Public Utilities
Opening Date:
02/12/2024
Closing Date:
Continuous
Description
The
City of Anaheim Public Utilities Department
is looking for
Part Time Utilities Customer Services Representative I
to join a highly dynamic, customer-driven team. The Utilities Customer Services Representative I performs public contact and record keeping work related to the operational, financial and commercial records of water and electric utilities and provides a wide range of information and service to utility customers and the general public.
Qualified candidates must possess some public contact experience in the sales or service field.
The ideal candidate will:Have the ability to bring an empathetic and kind approach to their customer service resolutionsBe a leader in providing excellent customer service in-person, by phone, or via chat and emailHave experience in troubleshooting customer issues and providing analytical and creative solutions to customer problemsHave excellent written/verbal communications skillsHave experience working with sensitive financial and/or confidential information (e.g., social security numbers, Driver's license, etc.)Have experience with Enquesta or similar Customer Information Systems software in a utilities customer service roleThe Anaheim Public Utilities mission is to add value to the community through a customer-focused approach to providing reliable, high-quality water and power at competitive rates. In keeping with the City of Anaheim's core values of vision, responsibility, pride and service, Anaheim Public Utilities has developed the following department goals:
Enhance and maintain our competitive and financial position;Enhance community aesthetics;Enhance service delivery, service options and service quality;Ensure balanced, diverse, and cost-effective resource supply; andStrengthen system infrastructure.Applicants must be available to work 7AM - 6PM Monday to Thursday and 7AM - 5:30PM Friday.
The Part Time Public Utilities Customer Service Representative I position is designated to average 30 hours per week with no minimum number of hours guaranteed. Please visit the following link
www.myanaheimbenefits.com
for more information regarding part time benefitsEssential Functions
The following functions are typical for this classification. Incumbents may not perform all of the listed functions and/or may be required to perform additional or different functions from those set forth below to address business needs and changing business practices
Take on-and-off orders for utility service by telephone, correspondence and in person; analyze customer records to apply appropriate utility rates; establish deposit amounts from written guidelines for new utility users and authorize deposit refunds.Answer customer questions, investigate and resolve complaints pertaining to utility billing procedures; compute and prepare water and electric bills; review, audit, analyze and reconcile customer billing records and make adjustments as needed.Use various computer systems computer extensively to enter data of new utility customers and make data changes; interact with customers, coordinate with utility field and billing units, check credit ratings, obtain other information to assist customers, research, resolve or refer to investigators reports of unauthorized utility usage and use discretion to determine deposit and restoration of service requirements.Determine and resolve utility payment problems and mis-readings; research, recalculate and adjust incorrect bills.Prepare orders to install, remove and repair meters, post, disconnect, restore, or verify services and to perform other service related changes.Perform financial transactions including processing or transferring payments, refunding credit amounts or deposits, adjusting charges and/or deposits, reversing payments, reissuing refunds, and adjusting service fees; process bankruptcies and proof of claims; manage customer payment programs.Read and analyze single-line diagram and panel schedules for new commercial meters; assist customers who have had their service disconnected or who have received notice to interrupt service, including granting extensions of service.Audit, analyze and reconcile computer reports; prepare periodic and special reports; maintain various manual records, logs and ledgers.Research customer records to resolve more difficult customer inquiries and prepare correspondence in response.Communicate with customers via telephone, mail, email, or other means of communication.Assist in the training of new Customer Service Representatives and serve as a resource to staff of other units of the department; assist other positions or work units with various support assignments or special projects on an as needed basis.Perform related duties and responsibilities as required.
Qualifications
Candidates must have some public contact experience in the sales or service field. An equivalent combination of experience and training sufficient to perform the essential job functions and provide the required knowledge and abilities is qualifying.
Candidates must have knowledge of personal computer operation in office applications; office procedures and equipment; English usage; basic math; record keeping and reporting; and fundamental principles of human relations and telephone etiquette.
Candidates must demonstrate the ability to type at a net corrected speed of 35 words per minute; read and comprehend written training material in order to learn the functions required of the position; acquire knowledge of City services, activities, procedures, and community service programs and community based organizations; make basic arithmetical calculations; analyze data and draw logical conclusions; maintain accurate records; speak clearly and concisely; to operate a computer; communicate effectively; follow verbal and written instructions; respond tactfully and effectively to public inquiries, complaints, and requests for services; establish and maintain effective working relationships with the public and staff.Supplemental Information
The resulting eligible list may be used to fill current and future part time Public Utilities Customer Service Representative I vacancies.
Applicants must be available to work 7AM - 6PM Monday to Thursday and 7AM - 5:30PM Friday.
The Part Time Public Utilities Customer Service Representative I position is designated to average 30 hours per week with no minimum number of hours guaranteed. Please visit the following link www.myanaheimbenefits.com for more information regarding part time benefits.
IMPORTANT APPLICATION INFORMATION AND INSTRUCTION
Applications will be accepted on a continuous basis until a sufficient number of qualified applications have been received. The deadline for the first review of applications is on
Monday, February 26, 2024
at 5:00PM
Applicants are encouraged to apply early.
Applicants that apply after the first review will be reviewed on a monthly basis. This recruitment may close at any time without notice after the first review date.
Well-qualified applicants will be asked to provide a typing assessment that has been completed within the year. Successful applicants will be invited for an oral interview.
The eligibility list established from this recruitment may also be used to fill the current and/or additional vacancies throughout the City.
Candidates must be specific and complete in describing their qualifications for this position. Failure to state all pertinent information may lead to elimination from consideration. Stating "See Resume" is not an acceptable substitute for a completed application.
The successful candidate will be required to undergo a reference / background check (to include a conviction record) and pass a post-offer pre-employment medical examination (which will include a drug/alcohol screening). The City of Anaheim utilizes E-Verify and new employees must provide documentation to establish both identity and work authorization.
Communication regarding your application and/or status will be sent to the email address listed on your application. Please check your email regularly throughout the recruitment process as you will not receive communications by any other method.Equal Opportunity Employer
The City of Anaheim offers a range of benefit programs to eligible part-time employees and their eligible dependents. Programs and benefits amounts vary and are based on bargaining unit, family size, hire date, plan selection, and number of hours worked.
To view the current benefits summary, visit:https://www.anaheim.net/DocumentCenter/View/36803/Benefits-Summary-Part-Time
For additional information about the City's benefits, visit www.myanaheimbenefits.com then click on Part-Time Employees.
RETIREMENT BENEFITS
- The City contracts with the California Public Employees Retirement System (CalPERS) to provide retirement benefits. Retirement formula is based on appointment date and membership status with CalPERS.
Part-time eligible employees become members of CalPERS as either Classic or New members.
Part-time employees not eligible for CalPERS are required to participate in the City's part-time 457 plan, as a replacement plan for Social Security.
To view the current limits and additional CalPERS information, visit:
01
Candidates will be evaluated based on the information provided on both the application and the responses to the following Supplemental Questions. Failure to fully detail all experience or stating experience in response to the Supplemental Questions but not listing the experience in the application, copy/pasting information, or responses referring to your resume may eliminate you from consideration. Do you understand this requirement?
YesNo
02
Do you have public contact experience in the sales or service field?
YesNo
03
Please describe your public contact experience in the sales or service field (If you have no experience in this area, please write "N/A").
04
Please describe in detail how you assisted customers in:1) face to face, in person2) over the phone3) by email and/or chat(If you have no experience in this area, please write "N/A").
05
Please describe in detail your experience in providing resolutions to customer service issues, including those that required research, analytical and creative solutions to customer problems. (If you have no experience in this area, please write "N/A").
06
When referring to your related experience, please indicate the highest volume of customer service-based phone calls you have handled in a typical day:
0 to 3940 to 8081 or above
07
Do you have experience composing correspondence utilizing business writing?
YesNo
08
Please describe in detail your proficiency in composing correspondence utilizing business writing. (If you have no experience in this area, please write "N/A").
09
Do you have experience working with sensitive financial and/or confidential information (e.g., social security numbers, Driver's license, etc.)?
YesNo
10
In order to satisfy the typing speed requirement of at least 35 net corrected words per minute (WPM), well-qualified candidates will be asked to provide a typing certification. Typing certifications can be obtained from such resources as employment assistance agencies, Workforce Development Centers, colleges/universities, adult schools, and temporary staffing agencies. The typing assessment must be proctored in-person and not be from an online/internet test. The following information must be on the certificate: 1: Your name 2: The name of the issuing agency, the proctor's name, and contact details for verification 3: The date of the test taken (must be within 1 year) 4: The length of the test (must be at least a 5 minute test) 5: The result must indicate net corrected typing speed of 35 WPM or higher Do you confirm that you understand this requirement?
YesNo
11
Do you have experience with Enquesta or other CIS (customer information system) software in a customer service role?
YesNo
12
Please describe your experience with Enquesta or other CIS software in a customer service role. (If you have no experience in this area, please write "N/A").
Required Question
$24.61 - $31.14 Hourly
Location :
City of Anaheim, CA
Job Type:
Part Time
Job Number:
2024-00052
Department:
Public Utilities
Opening Date:
02/12/2024
Closing Date:
Continuous
Description
The
City of Anaheim Public Utilities Department
is looking for
Part Time Utilities Customer Services Representative I
to join a highly dynamic, customer-driven team. The Utilities Customer Services Representative I performs public contact and record keeping work related to the operational, financial and commercial records of water and electric utilities and provides a wide range of information and service to utility customers and the general public.
Qualified candidates must possess some public contact experience in the sales or service field.
The ideal candidate will:Have the ability to bring an empathetic and kind approach to their customer service resolutionsBe a leader in providing excellent customer service in-person, by phone, or via chat and emailHave experience in troubleshooting customer issues and providing analytical and creative solutions to customer problemsHave excellent written/verbal communications skillsHave experience working with sensitive financial and/or confidential information (e.g., social security numbers, Driver's license, etc.)Have experience with Enquesta or similar Customer Information Systems software in a utilities customer service roleThe Anaheim Public Utilities mission is to add value to the community through a customer-focused approach to providing reliable, high-quality water and power at competitive rates. In keeping with the City of Anaheim's core values of vision, responsibility, pride and service, Anaheim Public Utilities has developed the following department goals:
Enhance and maintain our competitive and financial position;Enhance community aesthetics;Enhance service delivery, service options and service quality;Ensure balanced, diverse, and cost-effective resource supply; andStrengthen system infrastructure.Applicants must be available to work 7AM - 6PM Monday to Thursday and 7AM - 5:30PM Friday.
The Part Time Public Utilities Customer Service Representative I position is designated to average 30 hours per week with no minimum number of hours guaranteed. Please visit the following link
www.myanaheimbenefits.com
for more information regarding part time benefitsEssential Functions
The following functions are typical for this classification. Incumbents may not perform all of the listed functions and/or may be required to perform additional or different functions from those set forth below to address business needs and changing business practices
Take on-and-off orders for utility service by telephone, correspondence and in person; analyze customer records to apply appropriate utility rates; establish deposit amounts from written guidelines for new utility users and authorize deposit refunds.Answer customer questions, investigate and resolve complaints pertaining to utility billing procedures; compute and prepare water and electric bills; review, audit, analyze and reconcile customer billing records and make adjustments as needed.Use various computer systems computer extensively to enter data of new utility customers and make data changes; interact with customers, coordinate with utility field and billing units, check credit ratings, obtain other information to assist customers, research, resolve or refer to investigators reports of unauthorized utility usage and use discretion to determine deposit and restoration of service requirements.Determine and resolve utility payment problems and mis-readings; research, recalculate and adjust incorrect bills.Prepare orders to install, remove and repair meters, post, disconnect, restore, or verify services and to perform other service related changes.Perform financial transactions including processing or transferring payments, refunding credit amounts or deposits, adjusting charges and/or deposits, reversing payments, reissuing refunds, and adjusting service fees; process bankruptcies and proof of claims; manage customer payment programs.Read and analyze single-line diagram and panel schedules for new commercial meters; assist customers who have had their service disconnected or who have received notice to interrupt service, including granting extensions of service.Audit, analyze and reconcile computer reports; prepare periodic and special reports; maintain various manual records, logs and ledgers.Research customer records to resolve more difficult customer inquiries and prepare correspondence in response.Communicate with customers via telephone, mail, email, or other means of communication.Assist in the training of new Customer Service Representatives and serve as a resource to staff of other units of the department; assist other positions or work units with various support assignments or special projects on an as needed basis.Perform related duties and responsibilities as required.
Qualifications
Candidates must have some public contact experience in the sales or service field. An equivalent combination of experience and training sufficient to perform the essential job functions and provide the required knowledge and abilities is qualifying.
Candidates must have knowledge of personal computer operation in office applications; office procedures and equipment; English usage; basic math; record keeping and reporting; and fundamental principles of human relations and telephone etiquette.
Candidates must demonstrate the ability to type at a net corrected speed of 35 words per minute; read and comprehend written training material in order to learn the functions required of the position; acquire knowledge of City services, activities, procedures, and community service programs and community based organizations; make basic arithmetical calculations; analyze data and draw logical conclusions; maintain accurate records; speak clearly and concisely; to operate a computer; communicate effectively; follow verbal and written instructions; respond tactfully and effectively to public inquiries, complaints, and requests for services; establish and maintain effective working relationships with the public and staff.Supplemental Information
The resulting eligible list may be used to fill current and future part time Public Utilities Customer Service Representative I vacancies.
Applicants must be available to work 7AM - 6PM Monday to Thursday and 7AM - 5:30PM Friday.
The Part Time Public Utilities Customer Service Representative I position is designated to average 30 hours per week with no minimum number of hours guaranteed. Please visit the following link www.myanaheimbenefits.com for more information regarding part time benefits.
IMPORTANT APPLICATION INFORMATION AND INSTRUCTION
Applications will be accepted on a continuous basis until a sufficient number of qualified applications have been received. The deadline for the first review of applications is on
Monday, February 26, 2024
at 5:00PM
Applicants are encouraged to apply early.
Applicants that apply after the first review will be reviewed on a monthly basis. This recruitment may close at any time without notice after the first review date.
Well-qualified applicants will be asked to provide a typing assessment that has been completed within the year. Successful applicants will be invited for an oral interview.
The eligibility list established from this recruitment may also be used to fill the current and/or additional vacancies throughout the City.
Candidates must be specific and complete in describing their qualifications for this position. Failure to state all pertinent information may lead to elimination from consideration. Stating "See Resume" is not an acceptable substitute for a completed application.
The successful candidate will be required to undergo a reference / background check (to include a conviction record) and pass a post-offer pre-employment medical examination (which will include a drug/alcohol screening). The City of Anaheim utilizes E-Verify and new employees must provide documentation to establish both identity and work authorization.
Communication regarding your application and/or status will be sent to the email address listed on your application. Please check your email regularly throughout the recruitment process as you will not receive communications by any other method.Equal Opportunity Employer
The City of Anaheim offers a range of benefit programs to eligible part-time employees and their eligible dependents. Programs and benefits amounts vary and are based on bargaining unit, family size, hire date, plan selection, and number of hours worked.
To view the current benefits summary, visit:https://www.anaheim.net/DocumentCenter/View/36803/Benefits-Summary-Part-Time
For additional information about the City's benefits, visit www.myanaheimbenefits.com then click on Part-Time Employees.
RETIREMENT BENEFITS
- The City contracts with the California Public Employees Retirement System (CalPERS) to provide retirement benefits. Retirement formula is based on appointment date and membership status with CalPERS.
Part-time eligible employees become members of CalPERS as either Classic or New members.
Part-time employees not eligible for CalPERS are required to participate in the City's part-time 457 plan, as a replacement plan for Social Security.
To view the current limits and additional CalPERS information, visit:
01
Candidates will be evaluated based on the information provided on both the application and the responses to the following Supplemental Questions. Failure to fully detail all experience or stating experience in response to the Supplemental Questions but not listing the experience in the application, copy/pasting information, or responses referring to your resume may eliminate you from consideration. Do you understand this requirement?
YesNo
02
Do you have public contact experience in the sales or service field?
YesNo
03
Please describe your public contact experience in the sales or service field (If you have no experience in this area, please write "N/A").
04
Please describe in detail how you assisted customers in:1) face to face, in person2) over the phone3) by email and/or chat(If you have no experience in this area, please write "N/A").
05
Please describe in detail your experience in providing resolutions to customer service issues, including those that required research, analytical and creative solutions to customer problems. (If you have no experience in this area, please write "N/A").
06
When referring to your related experience, please indicate the highest volume of customer service-based phone calls you have handled in a typical day:
0 to 3940 to 8081 or above
07
Do you have experience composing correspondence utilizing business writing?
YesNo
08
Please describe in detail your proficiency in composing correspondence utilizing business writing. (If you have no experience in this area, please write "N/A").
09
Do you have experience working with sensitive financial and/or confidential information (e.g., social security numbers, Driver's license, etc.)?
YesNo
10
In order to satisfy the typing speed requirement of at least 35 net corrected words per minute (WPM), well-qualified candidates will be asked to provide a typing certification. Typing certifications can be obtained from such resources as employment assistance agencies, Workforce Development Centers, colleges/universities, adult schools, and temporary staffing agencies. The typing assessment must be proctored in-person and not be from an online/internet test. The following information must be on the certificate: 1: Your name 2: The name of the issuing agency, the proctor's name, and contact details for verification 3: The date of the test taken (must be within 1 year) 4: The length of the test (must be at least a 5 minute test) 5: The result must indicate net corrected typing speed of 35 WPM or higher Do you confirm that you understand this requirement?
YesNo
11
Do you have experience with Enquesta or other CIS (customer information system) software in a customer service role?
YesNo
12
Please describe your experience with Enquesta or other CIS software in a customer service role. (If you have no experience in this area, please write "N/A").
Required Question