Customer Services Representative

3 weeks ago


San Diego, United States City of San Diego Full time

**JOB INFORMATION**:
**See NOTE(S) below for future wage increases and/or additional compensation opportunities.**

NOTES:

- Employees in job classifications represented by Municipal Employees Association (MEA) are scheduled to receive the following general wage increases:
4% effective 7/1/24
2% effective 1/1/25
5% effective 7/1/25
- In addition to the scheduled general wage increases, the following special salary wage increase is also scheduled to take effect for Customer Services Representative:
5% effective 1/1/25
5% effective 1/1/26
- Eligible benefitted employees originally hired on or after July 10, 2021, will be automatically enrolled in the San Diego City Employees Retirement System (SDCERS).

**MINIMUM REQUIREMENTS**:

- You must meet the following requirements on the date you apply, unless otherwise indicated.
- EXPERIENCE: One year of full-time clerical experience which MUST include a minimum of six months of full-time customer service experience in a HIGH-VOLUME customer services section performing ONE of the following:
- Working in a call center making inbound and outbound calls.
- Processing remittance payments in a centralized billing system.
- In a job performing at least TWO of the following customer service functions as PRIMARY job duties:

- Providing utility information to the public regarding services offered.
- Researching, reconciling, and resolving billing inquiries.
- Performing initial delinquent accounts collection work.
- Troubleshooting technical issues for customer accounts.
- Responding to inquiries and complaints from the public.

NOTES:

- Qualifying experience must be gained performing functions strictly for the purpose of providing customer service.
- Retail experience and general customer contact experience is NOT qualifying, unless you have performed the duties as specified in Option 3 under the experience section above.
- The ability to type at a corrected speed of 30 words per minute on a computer keyboard is required.
- City of San Diego employees using Out-of-Class Assignment (OCA) experience to qualify must submit written documentation signed by their appointing authority or payroll specialist, detailing the work performed, dates, and total number of qualifying OCA hours. OCA experience without the required documentation will NOT be considered.

HIGHLY DESIRABLE:
- Technical knowledge and experience with computer systems including: SAP, Aspect, AmazonConnect or similar phone systems for Call Centers.
- Experience with Microsoft Windows, Outlook, Excel, Word, the internet, and other computer software programs.

REQUIRED DOCUMENTS (MUST SUBMIT WITH APPLICATION):
- For City of San Diego employees, proof of Out-of-Class Assignment (OCA), if utilized to meet the minimum requirements.**SCREENING PROCESS**:
**SUPPLEMENTAL INFORMATION**:
Rev. 7 - April 26, 2024 (New Recruitment Date)



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