Customer Service Representative

City of Sacramento; Sacramento (CA); Hybrid; USD 42,000 - 62,000; Full time

Job summary

City of Sacramento is seeking a Customer Service Representative to support the Rental Housing Inspection Program (RHIP). The role handles registrations, inspections, billing, and public counter services, communicating with customers by phone, email, and in person to ensure accurate data and timely processing.

Ideal candidates are organized, customer-focused, able to learn new systems quickly, and comfortable working in a fast-paced environment.

Qualifications

• Knowledge of English usage, spelling, grammar, and punctuation.
• Ability to communicate professionally with the public and staff.
• Experience with basic financial record keeping and billing processes.

Responsibilities

• Handle registrations, returns mail, and update ownership and billing information.
• Respond to inquiries via phone, email, and in person; provide information on services and policies.
• Process service requests, generate inspections, and maintain multiple systems.

Skills

Customer service

Communication

Phone skills

Typing 35 wpm

Data entry

Education

High school diploma

Tools

GIS

Billing systems

Job description

THE POSITION

With supervisor approval, incumbents may be eligible for intermittent remote work; however, they must physically reside within the Sacramento region or have the ability to regularly report to a City of Sacramento physical worksite with little notice.

This position supports the Rental Housing Inspection Program (RHIP) by providing front-line customer service and administrative assistance related to registrations, inspections, billing, and program compliance. This position processes a high volume of registration forms, customer communications, returned mail, and maintains accurate ownership and contact information in multiple systems. The position responds to inquiries by phone, email, and in person, assisting customers with program requirements, scheduling needs, and documentation. It also supports inspection operations, outgoing mail production, and public counter services to ensure efficient RHIP workflows and timely processing of program activities.

IDEAL CANDIDATE STATEMENT

The ideal candidate will be an organized and customer-focused individual who communicates clearly across phone, email, and in person interactions. They will work efficiently in a fast-paced environment, managing registrations, returned mail, and data updates with accuracy. The ideal candidate will learn new systems quickly, use good judgment when assisting a diverse range of customers, and adapt well to changing procedures and priorities.

To perform a variety of record keeping, general clerical, transaction processing, and public contact and customer service work over the telephone and at a public counter; and direct information requests according to established standards and procedures.

This is the journey-level class in the Customer Service series. The Customer Service Representative class is distinguished from the Customer Service Assistant in that the latter is the entry-level class in the Customer Service series where incumbents would lack a complete knowledge of unit procedures and standards, and not yet able to perform the full range of duties without immediate supervision. This class is distinguished from the Customer Service Specialist in that the latter is the advanced journey level class in the series and is considered the technical expert of the series. Positions in this class are flexibly staffed, and are usually filled by advancement from the lower-level class of Customer Service Assistant. Appointment to the higher class requires that the employee be performing substantially the full range of duties for the class and meet the qualification standards for the class.

Immediate supervision is provided by a Customer Service Supervisor or higher-level staff. Lead direction may be provided by higher-level staff. The Customer Service Representative may provide lead direction to lower-level staff.

Essential Duties And Responsibilities

• Perform a variety of duties, including typing, proofreading, billing, checking, filing, record keeping, sorting and retrieving documents and records, mail/correspondence, maintaining alphabetical, index, and cross-reference files; folds, staples stuffs and binds a variety of materials for bulk mailings; maintain general mailing lists, registration and other information.
• Represent the City and the department to the public, callers, and visitors in a professional and effective manner over the telephone and at a public counter; take and respond to a high volume of phone calls; follow general customer service policy and procedure; may act as receptionist; provide information on department and division policies and procedures.
• Receive and respond to customer inquiries; screen calls, take messages and complaints, refer customers to appropriate persons regarding services and accounts, and department business lines, including fees, licenses, permits and billing information; provide follow-up on inquiries from the public or staff; and refer or assist in the resolution of problems.
• Utilize various systems to locate information, retrieve, research and review; find out the status of accounts and conditions; create or make adjustments to service requests.
• Create or make adjustments on property/parcels; research and verify correct lot splits, lot mergers, and lot line adjustments; update accounts to provide accurate billing information; update systems and run reports of various computer systems; research and establish correct ownership, change ownership information and deed date; generate inspections; process service records and repair orders received from field crews.
• Operate 2-way radio or other telecommunication device; perform non-safety radio dispatch in order to dispatch field staff, equipment or vehicles to locations as needed; prioritize calls; and obtain and record information and keep radio contact with field personnel.
• Receive payments, make change, issue receipts and print-out account statements for permits, licenses, citation transactions, taxes and service accounts; issue, receive, type and process various applications, license, permits and other forms; input debit applications and cancellation information to customer accounts; issue refunds, notices and other related documents and information within established procedures; and update service accounts, permit, license and citation information systems.
• Receive, open and process mail containing fees for various City services, including licenses, permits, citation payments, and utility payments; process outgoing correspondence and credit card payments.
• Gather information from customers and complete appropriate property/parcel forms necessary to establish and stop services; adjust and reconcile records and billing as necessary to reflect changes in service; verify accuracy, waive penalties, and may perform collection efforts on delinquent accounts for City services, fees, licenses, permits and taxes.
• Operate standard office equipment such as telephone, calculator, typewriter, teletypewriter (TTY)/ telecommunications device for the deaf (TTD), personal computer, facsimile machine, microfiche and microfilm readers, remittance processors, money counting machines, electronic cash registers, adding machine, and other office equipment.
• Perform notary services.
• Assist in the training of other employees.
• Provides exceptional customer service to those contacted in the course of work.
• Other related duties may also be performed; not all duties listed are necessarily performed by each individual.

Qualifications

Knowledge of:

• English usage, spelling, grammar, and punctuation.
• Proper public and telephone contact practices.
• Basic financial record keeping procedures and methods.
• Methods and equipment used in processing payment and other fees.
• Modern office practices, procedures and equipment, including filing systems.
• Basic mathematical principles and procedures.
• Assessing maps, as assigned including geographic information systems (GIS), parcel, subdivision, etc.
• Computer operations, including computer software applications and other specialized business applications.
• Organization, procedures and operating details of City department to which assigned.

Skills In

• Computer keyboard, typewriter and 10-key calculator.
• Working as part of a team.
• Phone skills and diplomacy.
• Computer and Internet searches.

Ability To

• Exercise tact, judgment and patience in dealing with the public, staff and client departments.
• Be flexible with changes in policies and procedures
• Work under pressure.
• Operate standard office equipment, including adding machine, personal computers, 2-way radio and other office equipment.
• Interpret and apply City regulations and procedures as applicable to billing, fees and collections.
• Learn the organization, procedure and operation details of the City.
• Use a variety of business software applications in order to complete assigned duties in a timely manner.
• Use good judgment in the application of City policies, regulations and procedures.
• Work any shift, including weekends and holidays is mandatory for some assignments.
• Maintain appropriate records and reports.
• Type at a speed of not less than 35 net words per minute.
• Perform mathematic calculations.
• Understand and follow oral and written instructions.
• Work with minimal supervision.
• Speak clearly and concisely.
• Perform notary services.
• Work with a diverse group.
• Establish and maintain effective working relationships with those contacted in the course of work.
• Perform concurrently multiple customer service related duties.

Experience And Education

Any combination of experience and education that would provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Experience

Two (2) years of increasingly responsible experience performing a wide variety of general clerical, reception, public contact, and public service work, providing information and/or directing request over the telephone and at a public counter.

Education

Equivalent to the completion of the twelfth grade.

PROOF OF EDUCATION

Should education be used to qualify for this position, then proof of education such as, but not limited to, university/college transcripts and degrees should be submitted with your application and will be required at the time of appointment. Unofficial documents and/or copies are acceptable.

An applicant with a college degree obtained outside the United States must have education records evaluated by a credential's evaluation service. Evaluation of education records will be due at time of appointment.

Probationary Period

Employees must complete twelve (12) months of probation at a satisfactory performance level prior to gaining permanent status.

Bilingual Pay

Did you know that the City offers bilingual pay? That's right, most labor agreements offer the option of providing employees with bilingual pay if the department deems it to be operationally necessary.

Pension Reform Act

The City of Sacramento is covered by the California Public Employees' Retirement System, and as such, must adhere to the California Public Employee's Pension Reform Act (PEPRA) of 2013. Please note that the provisions within this act may affect or impact an applicant's eligibility and/or selection for open vacancies at the City of Sacramento.

Equal Opportunity Employer

The City of Sacramento is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.

Additional Information

Civil Service Rules: https://www.cityofsacramento.gov/content/dam/portal/hr/documentlibrary/CivilServiceBoardRules62012.pdf

Union Contracts:https://www.cityofsacramento.gov/HR/labor-agreements.html

Salary Schedule: https://www.cityofsacramento.gov/content/dam/portal/hr/documentlibrary/SalarySchedule.pdf