THE PURPOSE OF THIS POSTING IS TO ESTABLISH A TRANSFER LIST FOR CURRENT CITY OF PASADENA EMPLOYEES WHO ARE ALREADY IN THIS CLASSIFICATION.

FOR INFORMATION ABOUT THE TRANSFER PROCESS AND REQUIREMENTS, PLEASE REFER TO SECTION 4.F OF THE MANUAL OF PERSONNEL & ADMINISTRATIVE RULES.
Please note that a transfer application, once accepted, is active for one year.

GENERAL PURPOSE
Under general supervision, performs a variety of telephone, in-person and/or online customer service assignments associated with customer account inquiries, billing, marketing, Business License and other City Licenses, permits, parking citation and other financial transactions.

DISTINGUISHING CHARACTERISTICS
A Senior Customer Service Representative is the skilled, journey level class. Under general supervision, incumbents perform the full range of assigned duties with a significant degree of independence and sound judgment. Work requires the knowledgeable application of effective customer service methods and techniques combined with knowledge of City functions and administrative policies and procedures applicable to their departmental assignments.

A Customer Service Specialist is the advanced journey-level class in the customer service representative series.  Incumbents respond to and resolve the more complex customer account and utility billing issues and manage projects in assigned areas. 

When assigned to Pasadena Water and Power:

Under general supervision, performs varied, complex and responsible customer service support relating to Pasadena Water and Power (PWP) customer accounts in the areas of call center, billing, credit, and cashiering services. Incumbent brings resolution to customer requests, inquiries and complaints, is involved with in-bound marketing, web requests, and is the primary PWP representative to the Public. Works in an environment where scripts, reference material, contact sequence guidelines, and key points are critical to the quality of the customer contact. This position may require working or training in multiple locations, in a windowless room and may require some travel.

When assigned to other City Departments:

Under direct supervision, provides in-person, telephone and/or online assistance to customers on a wide variety of City licenses including Business Licenses, city permits (Special Events and Taxi Cab), parking citation and other financial transactions.

Employees in this class report to a supervisory or management level classification.

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The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this class.

All Assignments:

1. Responds to a high volume of customer inquiries, problems and complaints in person at a public counter or by telephone; obtains required information from customers, researches customer accounts and City records; resolves questions or issues or refers customers to more senior staff or supervisors for further assistance.

2. Explains policies, regulations, billing and/or fee schedules; creates customer accounts and processes information to initiate/change services or issue/reactivate licenses or permits; calculates bills and fees as required; accepts and posts deposits and payments received in person, by mail or electronically; documents transactions and updates customer information in applicable systems.

3. Responds calmly and professionally in dealing with customers who are irate or who have complex, specialized or unusually sensitive service, account or credit situations; escalates cases to senior staff or supervisors when warranted.

4. Performs a variety of complex and responsible technical support work; records, analyzes, reconciles and produces reports of difficult technical details; conducts technical research and prepares specialized reports for presentation; maintains complex and detailed records.

5. Creates, maintains and monitors computerized files, databases and directories; conducts record searches and prepares statistical work sheets and other required documents; audits documents, verifies accuracy and ensures compliance with applicable statutes and regulations.

6. Acts as a technical source to subcontractors, government agencies and the department; and may assign, direct or verify work of lower-level support staff.

7. Designs and prepares departmental forms and operational manuals; prepares correspondence on procedural or informational matters.

8. Resolves problems involving customers' statements, fees, payments and other service-related problems.

9. Maintains adherence to required schedules for productivity.

10. Performs other related duties as assigned.

When assigned to Pasadena Water and Power:

11. Spend significant time at a desk fielding incoming telephone calls from customers and PWP employees concerning customers' accounts and customer account-related services.

12. Spend significant time at a desk performing data entry, entering, verifying, and analyzing data for utility billing and service order accuracy.
 
13. Will process payments, by batch or individually, in person or electronically. Will handle cash and credit card information. Must follow all Fact Act / PCI DSS compliance regulations to secure personal and payment information.
 
14. May process billing or payment adjustments within authority limits and within existing guidelines.
 
15. May review adjustments made by other CSRs to verify accuracy.
 
16. May generate complex reports from different systems and verify consistency in data from multiple sources for internal and external customers.
 
17. May document or update procedures or processes for new guidelines, rates, policies, and business rules as needed.
 
18. May train other CSRs on processes and procedures.
 
19. Acts as liaison to Field Services personnel to initiate or resolve issues relating to high or low bill investigations, meter reliability, disconnects and reconnects, etc.

20. Participates in the development and implementation of department programs, systems, procedures and methods of operations, including computer-based systems.

21. Operates a personal computer and video display terminal to access customer account data from multiple computer systems. Interprets and explains PWP charges, policies, procedures, special programs, rates and initiates appropriate transactions to satisfy customer requests.

When assigned to Other City Departments:

22. Explain license/permit requirements, reviews applications and sets up new accounts.

23. Take and records payments and updates customer account records.
 
24. Explain parking citation processes and methods for contesting tickets.

25. Process refunds in accordance with established procedures.

26. Generate correspondence and schedules hearings.

27. Process adjustments within authority limits.

28. Open, review and sort mail payments including payments of utility bills in accordance with established criteria.

29. Create payment batches and submits to cashiers for processing.

30. Perform technical processes related to the issuance/renewal of taxi permits.

31. Issue Special Event permits.

MINIMUM QUALIFICATIONS

Knowledge of:
1. General knowledge of basic math.
2. Processing payments for accounts receivable billing.
3. Cashiering or dealing with large sums of money.
4. Performing basic arithmetic calculations and record figures accurately and accurately copying
    and comparing numeric data.

Ability to:

1. Effectively multi-task.
2. Explain utility rates to consumers.
3. Reconcile with accuracy.
4. Manage time effectively to meet operational service goals.
5. Operate sounding and electronic listening devices.
6. Deal tactfully and promote assigned City programs effectively to consumers.
7. Take appropriate action to meet or exceed customer expectations.
8. Communicate clearly and concisely, both orally and in writing, including speaking clearly,      
     listening effectively and writing legibly.
9. Analyze complex customer inquiries.
10. Interact well with a wide variety of people over the telephone and in person.
11. Operate a personal computer and type 40 words per minute with 95% accuracy.
12. Establish and maintain effective working relationships with all those encountered in the
      course of work.

Education, Training and Experience:
Graduation from high school or GED equivalent and three years related office or customer service experience, including one year providing direct customer service to the public or large customer base; or an equivalent combination of training and experience. Experience in a public agency is preferred.

Type net 40 words per minute with 95% accuracy or above
Transfer probationary period is 12 months