CUSTOMER SERVICE REPRESENTATIVE 1230 REV 08/28/25

City of Los Angeles; Los Angeles (CA); On-site; USD 67,000 - 106,000; Full time

Job summary

City of Los Angeles is seeking a Customer Service Representative for the Water and Power Department to handle in-person, phone, and online account inquiries.

You will assist with billing, delinquent accounts, and information on department programs, using PCs for inputs and adjustments. This role requires strong customer service skills and reliability.

Qualifications

• Two years of full-time experience handling customer requests and account information via in-person, phone, or online.

Responsibilities

• Handle direct public contact, assist with accounts, respond in writing to customer inquiries, and resolve billing issues.

Skills

Mathematics

Attention to Detail

Computer Proficiency

Customer Service

Job description

ANNUAL SALARY

$66,669 to $82,810; $71,138 to $88,405; $75,209 to $93,438; $76,086 (flat-rated); $82,141 to $102,040; and $85,127 to $105,736

NOTES

1. Candidates from the eligible list are normally appointed to vacancies in the lower pay grade positions.
2. Annual salary is at the start of the pay range. The current salary range is subject to change. Please confirm the starting salary with the hiring department before accepting a job offer.
3. For information regarding reciprocity between the City of Los Angeles departments and LADWP, go to http://per.lacity.org/Reciprocity_CityDepts_and_DWP.pdf.

DUTIES

A Customer Service Representative has direct public contact including in-person transactions; use of the telephone and Internet to receive customer requests for service; provide information and respond in writing to customers of the Department of Water and Power regarding accounts and department programs; performs specialized work in various aspects of customer billing and collection of delinquent accounts, including the use of personal computers to make necessary input/adjustment transactions; and does related work.

Two years of full‑time paid experience processing customer requests for service and providing information to customers regarding accounts or specialized programs either in-person or through the telephone or Internet; or performing specialized work in various aspects of customer billing and collection, including data entry, customer account research and resolution, and the use of personal computers to make necessary input/adjustment transactions.

PROCESS NOTES

1. The Customer Contact Center operates 24 hours per day, 7 days per week. Customer Service Representatives may be required to work weekends, holidays, day, night, and early/late morning shifts on an as‑needed basis. You will not necessarily be assigned to the shift of your choice. Most positions are located in the Civic Center; however, some positions may also be located in other parts of the City. Some half‑time positions will be filled from this examination.
2. A valid Class C driver’s license issued by the California Department of Motor Vehicles (DMV) is required at the time of appointment. Candidates will not be eligible for appointment to these positions if their DMV record within the last 36 months reflects three or more moving violations and/or at‑fault accidents, or a conviction of a major moving violation such as DUI.

SELECTIVE CERTIFICATION

In accordance with Charter Section 1010 (b) and Civil Service Rule 5.31, selective certification will be used for some positions that require special skills and/or training in one or more of the following areas. Only persons possessing the following at the time of filing may be considered for appointment to fill such positions.

The ability to speak or write a language other than English. Proficiency in Spanish, Korean, Vietnamese, Chinese, Armenian, Filipino/Tagalog, and Farsi is required for some positions.

NOTE:

Applicants are urged to apply early to ensure you have time to resolve any technical issues you may encounter.

APPLICATION DEADLINE

FRIDAY, AUGUST 15, 2025 to THURSDAY, AUGUST 28, 2025

Additional filing periods may be added based on the City’s hiring needs.

The examination may close without prior notice at any time after a sufficient number of applications have been received. Filing periods may change without prior notice or additional dates may be added, as needed, at a later date. For administrative purposes, filing will close periodically and reopen on the dates noted in the “Application Deadline” section of this bulletin.

In accordance with Civil Service Rule 4.2, all applicants who apply may not be tested in this examination. To meet anticipated hiring needs, only a limited number of qualified applicants will be invited to participate in the selection process in the following order: 1) Applicants currently employed by the City of Los Angeles who meet the minimum requirements, or are on a reserve list; 2) Remaining applicants who meet the minimum requirements in sufficient numbers to meet hiring needs based on a random sampling of those qualified candidates. Applicants not selected to be tested may re‑apply in a subsequent filing period in order to be considered for that period’s selection process.

Examination Weights:

Multiple‑Choice Test - Qualifying

Interview - 100%

The examination will consist of a qualifying multiple‑choice test and a weighted interview. In the on-line multiple‑choice test, the following competencies may be evaluated: Mathematics; Attention to Detail; Computer Proficiency; Customer Service; and other necessary knowledge, skills, and abilities.

The qualifying multiple‑choice test will be proctored and administered on-line during a single session. Candidates invited to participate in the on-line multiple‑choice test will be able to take the test from a remote location (i.e. their home) using a computer with a webcam and a reliable internet connection. Candidates will receive an e‑mail from the City of Los Angeles outlining the dates and specific steps on how to take the multiple‑choice test on-line.

Candidates who do not complete and submit the remote proctored multiple‑choice test on-line using a computer by the specified date and time will not be considered further in this examination.

For candidates who apply between AUGUST 15, 2025 and AUGUST 28, 2025, it is anticipated that the on-line multiple‑choice test will be administered between OCTOBER 14, 2025 to OCTOBER 20, 2025.

Additional job analysis information can be obtained by going to https://per.lacity.org/jobs/job-analyses.cfm and clicking on Competencies under Customer Service Representative.

FAQs for on-line testing are available at https://per.lacity.org/faqs/employment-testing-process.html. Candidates who do not have the required equipment may have the option to take the multiple‑choice test onsite at a City facility.

Passing Score for the Qualifying Multiple‑Choice Test

The passing score for the qualifying written test will be determined by Personnel Department staff after the qualifying multiple‑choice test is administered. Consideration will be given to the number of candidates taking the test and the existing and anticipated number of vacancies, such that there are a sufficient number of eligibles on the list to satisfy current and future vacancies for the next two years.

Therefore, the passing score for the qualifying multiple‑choice test may be set either at, above, or below 70%.

Candidates must achieve a passing score on the qualifying multiple‑choice test in order to be scheduled for the interview.

The examination score will be based entirely on the interview. In the interview, the following competencies may be evaluated: Judgment and Decision Making; Analytical Ability; Attention to Detail; Stress Tolerance; Customer Service; Credibility; and other necessary knowledge, skills, and abilities.

Candidates will be notified by e‑mail of the date, time, and location of the interviews, which may be held in Los Angeles or on-line.

NOTES

1. This examination is based on a validation study, and as provided by Civil Service Commission Rule 4.20, the multiple‑choice test will not be subject to candidate inspection.
2. As a covered entity under the Fair Employment and Housing Act and Title II of the Americans with Disabilities Act, the City of Los Angeles does not discriminate on the basis of disability and upon request, will provide reasonable accommodations to ensure equal access to its programs, services, and activities. To request a disability accommodation, please complete the Disability Accommodation Form within 14 calendar days of the submittal of the City application. The Disability Accommodation Form can be obtained at http://per.lacity.org/exams/verify_disability.pdf.
3. Applications are accepted subject to review to ensure that the minimum qualification has been met. Candidates may be disqualified at any time if it is determined that they do not possess the minimum qualification stated on this bulletin.
4. A final average score of 70% or higher in the interview is required to be placed on the eligible list.
5. You may take the Customer Service Representative multiple‑choice test only once every 24 months.
6. Your name may be removed from the open competitive list after six (6) months.
7. Your rank on the employment list may change as scores of candidates from other administrations of the examination are merged onto one list.

Notice:

If you receive and accept an offer of employment to a regular position with the City of Los Angeles, your employee benefit coverage (including health and dental coverage as well as life insurance) will commence approximately six weeks after your original regular appointment. Not all positions in the City receive benefit coverage; you should inquire regarding the availability of employee benefits prior to accepting a position. All City employees are required to be Disaster Service Workers.

THIS EXAMINATION IS TO BE GIVEN ONLY ON

AN OPEN COMPETITIVE BASIS

The City of Los Angeles does not discriminate on the basis of race, religion, national origin, sex, age, marital status, sexual orientation, gender identity, gender expression, disability, creed, color, ancestry, medical condition (cancer), or Acquired Immune Deficiency Syndrome.

AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER

For additional information and FAQs regarding the City's hiring process, please go to: https://per.lacity.org/faqs/employment-testing-process.html