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.

[The City of Sacramento is seeking a Customer Service Representative to join the Front Street Animal Shelter in providing exceptional customer service to both people and animals in the community. This position will assist members of the public with pet adoption, stray animal intake, reclaiming lost pets, donations, licensing, citations, fees, and more. This position is also responsible for providing information and answering a wide range of questions regarding animal-related issues. The incumbent will spend part of their day doing computer-based work before the shelter opens, and the rest of the day working at the front counter or intake center.

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IDEAL CANDIDATE STATEMENT

The ideal candidate will possess the following experience, skills and abilities:

-Able to utilize several complex software programs

-Be passionate about helping people and animals

-Able to represent the shelter in a friendly and professional manner both in-person and through text-based conversations, even when communicating with upset citizens

-Maintain a positive attitude and good relationships with coworkers, even during stressful situations

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 ofproblems.

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, tele@typewriter (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.

City of Sacramento

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Customer Service Representative