CUSTOMER SERVICE REPRESENTATIVE II

City of Burbank; Burbank (CA); On-site; USD 42,000 - 54,000; Full time

Job summary

The City of Burbank is hiring for a Customer Service Representative I in the Water and Power division. The position handles customer inquiries about municipal services, accounts, billing, and programs, and supports call center and cashiering duties.

Under direction, you will verify accounts, explain charges, process payments, and maintain records. Strong communication and basic arithmetic are essential for daily tasks and customer interactions.

Qualifications

• Knowledge of basic customer service principles and cash handling.
• Familiarity with billing, record keeping, and basic arithmetic.
• Ability to organize records and follow written instructions.

Responsibilities

• Interact with the public in person, by phone, or email to respond to inquiries.
• Process payments, issue receipts, and balance a cash drawer.
• Prepare and file documents, and assist with data entry tasks.

Job description

OPEN COMPETITIVE RECRUITMENT

Open to all qualified candidates.

Tentative examination dates for this recruitment:

• Week of 12/14/26 - Written examination via TestGenius
• Week of 01/18/26 - Blind application and supplemental scoring
• Week of 02/01/26 - Oral interview

Under direction, to perform a variety of customer service duties and office work of average complexity for the Customer Service & Marketing Division of Burbank Water and Power; and perform related work as required.

Works in a customer care section including: billing, call center, cashiering credit, collection, marketing, and field services; interacts with the public in-person, via e-mail, fax, and telephone; responds to customer inquiries about municipal services accounts, billing, payments, programs, and City services; verifies customer account and service status; accesses various databases and software applications to explain services and charges; explains procedures, programs, regulations, and rates; handles cash; accepts bill payments and issues receipts; balances a cash drawer and prepares deposit slips of cash and checks; makes appropriate payment extensions and payment arrangements; maintains and files service requests; assists with basic research and data gathering and analysis; recommends procedural improvements; promotes City programs and services; processes paperwork for high-bill investigations; accepts and prepares customer applications and closing orders for utility services; determines consumption; reports customer concerns; reviews periodic reports for accuracy; prepares reports using discretion to correct discrepancies; files miscellaneous documents; processes data rejected by the computer; may train and supervise employees; performs functions of Customer Service Representative I.

Employment Standards:

Knowledge of basic principles of customer service and utility service; cash accounting; procedures and principles of billing, credit, and collection; basic arithmetic; alphabetizing, indexing, and filing; good customer relations practices; proper English usage, spelling, grammar, and punctuation in order to effectively perform the essential functions of this classification (this is not a language restriction as defined in California Government Code Section 12951).

Skill in accuracy and integrity in handling cash; assisting customers with tact and empathy; utilizing computers and related software.

Ability to organize and maintain record keeping systems; perform assigned office tasks; make calculations rapidly and accurately; understand and carry out oral and written directions; perform basic mathematical computations; understand and explain utility rates; communicate effectively, both orally and in writing; understand and explain written material, policies, rules and regulations; work with frequent interruptions; conduct basic research and data analysis; handle

Education & Training:

High school graduation or equivalent and two years of recent experience in customer contact work or one year in the operation of data entry equipment.

License & Certificates:

Type accurately from clear copy at a speed of 35 net words per minute.