Part Time Customer Services Representative I - City of Anaheim, CA

Salary : $51,188.80 - $64,771.20 Annually

Location : City of Anaheim, CA

Job Type: Part Time

Job Number: 2024-00324

Department: Public Utilities

Opening Date: 12/05/2024

Closing Date: 12/26/2024 5:00 PM Pacific

Description

The City of Anaheim Public Utilities Department is looking for five (5) Part Time Customer Services Representatives I to join a highly dynamic and customer-driven team. The Public 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. Applicants must be available to work Monday to Thursday (7AM - 6PM) and Friday (7AM - 5:30PM).

The ideal candidate will:

• Possess experience working in a fast-paced customer service call center environment, demonstrating the ability to handle high call volumes (preferably utility-related) and deliver exceptional service under pressure.
• Have the ability to bring an empathetic and kind approach to their customer service resolutions
• Be a leader in providing excellent customer service in-person, by phone, or via chat and email
• Have experience in troubleshooting customer issues and providing analytical and creative solutions to customer problems
• Have excellent written/verbal communications skills
• Have 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 role

This position can average up to 30 hours per week with no minimum number of hours guaranteed. Please visit for more information regarding part time benefits.

Essential 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.

• Provide information and assistance to the public related to City services, local elected officials, staff members, activities, procedures, documentation and other issues; respond to questions, complaints, or requests for service; analyze data to determine proper response to inquires.
• Determine nature/urgency of the issue; assist citizens to contact appropriate personnel in other City departments for information or assistance with problem; categorizes and code complaints for data entry purposes and to monitor resolution
• Perform data entry functions by keying data into computer system; enter, retrieve, review or modify data in computer database; verify accuracy of entered data and make corrections.
• Research requests, problems, and complaints and initiate appropriate action; generate work orders to resolve service issues.
• 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.
• Process temporary water meter applications, assessment fees and temporary and permanent electric meter applications ensuring City requirements are met.
• 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.
• Coordinate efforts with outside agencies for payment of utility accounts; take delinquency action on active utility accounts and performs collection efforts on closed utility accounts.
• 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

Experience and Training

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

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.

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.

Environment/Working Conditions

Physical Conditions

Work is performed in an office environment utilizing modern office equipment and technology and may require sitting for prolonged periods of time using a computer. The incumbent stands, walks, and may twist, reach, bend, crouch and kneel. An incumbent must be able to meet the requirements of the classification and have mobility, vision, hearing and dexterity levels appropriate to the duties to be performed.

Supplemental Information

IMPORTANT APPLICATION INFORMATION AND INSTRUCTION
Applications will be accepted until Thursday, December 26, 2024 at 5:00PM Applicants are encouraged to apply early. Applications will not be accepted after this deadline.

The selection process will consist of a minimum of skills examination and 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?

• Yes
• No

02

Are you available to work Monday to Thursday (7AM - 6PM) and Friday (7AM - 5:30PM)?

• Yes
• No

03

Do you have public contact experience in the sales or service field?

• Yes
• No

04

Please describe your public contact experience in the sales or service field. If you have no experience in this area, please type N/A.

05

Please describe in detail how you assisted customers in:1) face to face, in person2) over the phone3) by email and/or chatIf you have no experience in this area, please type N/A.

06

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 type N/A.

07

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 39
• 40 to 80
• 81 and above

08

Do you have experience composing correspondence utilizing business writing?

• Yes
• No

09

Do you have experience working with sensitive financial and/or confidential information (e.g., social security numbers, driver's license, etc.)?

• Yes
• No

10

In order to satisfy the typing speed requirement of at least 35 net corrected words per minute (WPM). 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 understand this requirement?

• Yes
• No

11

Do you have experience with Enquesta or other CIS (customer information system) software in a customer service role?

• Yes
• No

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 type N/A.

Required Question