Customer Service Representative

Come join the City of Santa Rosa as a Customer Service Representative

The City of Santa Rosa is committed to building a workforce reflective of our community and establishing a lasting culture of equity and belonging within our organization. Our collective talents and expertise contribute to high-quality public services that support a vibrant, resilient, inclusive City for our community and visitors. We celebrate a diverse workforce and welcome all qualified candidates to apply.

BENEFITS OF CITY EMPLOYMENT:

In addition to offering a challenging, rewarding work environment and excellent salary, the City of Santa Rosa provides a generous suite of benefits, including retirement through CalPERS, a competitive leave accrual package, your choice of two health plans, a flexible spending program, and top of the line employer paid vision and dental coverage. More information regarding benefits associated with this position can be found in the Unit 4 MOU and on our Miscellaneous Employee Benefits Page.

• A competitive total compensation package
• 12 paid holidays annually, plus 1 to 3 'floating holidays' per year, depending on start date and years of service
• $500 annually for wellness
• Unlimited free bus rides on CityBus and Sonoma County Transit
• Flexible schedule (9/80) available with management approval
• The City is a Public Service Loan Forgiveness Program (PSLF) Employer

Join an Innovative and Mission-Driven Team at Santa Rosa Water

Santa Rosa Water is seeking dedicated professionals to help us deliver essential water services to our community. As a public enterprise funded entirely by water rates and service fees, we offer a uniquely resilient work environment.

Our funding model ensures long-term financial sustainability, allowing us to invest in our infrastructure, workforce, and innovation. Employees at Santa Rosa Water enjoy the confidence of working for an organization with a clear mission, strong community support, and a reliable revenue stream.

Whether you're passionate about environmental stewardship, public service, or infrastructure development, Santa Rosa Water offers meaningful career opportunities that make a lasting impact.

ABOUT THE POSITION:

Customer Service Representatives provide various types of office support, such as responding to customer inquiries, maintaining customer accounts, processing requests for service, processing tax registration forms, and receiving payments according to specific guidelines and procedures. This position is distinguished from the general office support positions in that the responsibilities include extensive public contact in situations requiring problem resolution, and duties which relate specifically to the maintenance of accounts.

While the eligible list from this recruitment may be used to fill future vacancies, there is currently one full-time position we are actively recruiting for in the Water Department. Candidates interested in being considered for current and future vacancies, including internal employees seeking transfer or promotional opportunities, are strongly encouraged to apply.

THE IDEAL CANDIDATE:

The successful candidate will demonstrate the ability to provide a high-level of customer service possible in an efficient, courteous and professional manner to the general public. Excellent oral and written communication, effective and creative problem-solving, and time management skills are essential to this position.

In addition, the successful candidate will have:

• computer literacy
• a flexible and collaborative work style
• emotional intelligence
• attention to detail

HOW TO APPLY:

Please complete a thoughtful, thorough Supplemental Questionnaire submission. As part of the selection process, your responses to these questions will be scored using criteria specific to this position. Incomplete responses, or responses such as "See Resume" may result in disqualification from the selection process.

THE SELECTION PROCESS:

The selection process will include a minimum qualification assessment and may also include an application and supplemental questionnaire review, and/or a skills exam. Hiring departments may conduct an initial interview and final selection interview.

Additional Requirements:

Additional requirements, such as successful completion of a physical exam, drug screen, etc., may apply, depending on the duties and responsibilities of the position. If you receive a conditional job offer for the position, the requirements upon which the offer is contingent will be outlined in the conditional job letter.

For more information about this exciting opportunity, please contact:

Alberto Sanchez at

Essential Duties:

The following duties are considered essential for this job classification:

• Understand, interpret, and provide specific information regarding department services to the public or other City employees in person, over the telephone, by mail, or by electronic means
• Interpret and explain policies, procedures and regulations
• Research and follow-up on customer inquiries and respond to questions
• Provide customer information regarding payments due
• Enter data and retrieve customer information utilizing a variety of software programs
• Explain services, fees and rate structures
• Balance cash receipts and prepare deposit documents
• Verify and reconcile computer produced reports and records
• Adjust customer accounts or parking citations
• Prepare customer billing information and adjustments
• Research and make decisions regarding collection of payment on overdue items
• Maintain and reconcile customer and accounting files
• Receive payments, either in person, over the telephone or via the mail and issue receipts
• Review and prepare standard correspondence
• Process and distribute incoming mail
• Maintain and order supplies and equipment
• Schedule and coordinate conference rooms
• Maintain and balance department petty cash
• Process payment requests
• Record and process minutes from meetings
• Answer large volume of incoming calls and respond to customer inquiries
• Process daily online and banking payment files
• Review tax remittances and required documentation

Additional Duties:

In addition to the duties listed in the Essential Duties Section, each employee in this classification may perform the following duties. Any single position may not be assigned all duties listed below, nor do the examples cover all duties which may be assigned.

• Process bankruptcies by preparing the required forms for court action
• Generate court appearance notices and prepare and distribute required documentation
• Utilize remittance processing equipment to open and encode water payments and send electronic file to bank
• Audit meter readings
• Maintain a computerized accounts receivable system including initial input, adjustment, and/or posting of miscellaneous revenue payments
• Generate monthly revenue reports
• Monitor and follow-up on installment/note agreements
• Perform basic skip tracing
• Coordinate and interact with other city departments
• Perform related duties as assigned

Knowledge of: Standard office practices and procedures, including filing methods and the operation of modern office equipment, such as personal computers, printers, and standard business software; correct spelling, punctuation and grammatical usage; basic business arithmetic; practices and procedures related to accounting for cash receipts and maintenance of revenue accounts; basic business data processing principles as applied to revenue record keeping.

Ability to: Make accurate arithmetic calculations and maintain accurate records and files; understand and carry out written and oral instructions; produce written documentation; perform detailed clerical work and maintain attention to detail despite frequent interruptions; establish and maintain effective working relationships with those contacted in the course of the work; balance cash receipts and maintain accurate financial records; work independently and make sound judgments within established guidelines; research information and solve customer service problems; interpret ordinances and codes; interact tactfully and effectively with customers, occasionally in situations where relationships may be strained.

Experience and Education: Any combination equivalent to experience and education that could likely provide the required knowledge and abilities would be qualifying. A typical way to obtain the required knowledge and abilities would be:Experience- Sufficient experience performing office support and customer assistance work in which a major duty was working with accounts and interpreting and explaining policies and procedures to the public to demonstrate possession of the required knowledge and abilities. Experience in a call center, billing or public agency setting is desirable. Education - Equivalent to completion of the twelfth grade.

License or Certificate:Individuals must be physically capable of operating a motor vehicle safely and possess a valid, Class C, California Drivers License, OR be able to demonstrate the ability to travel on scheduled or unscheduled visits to various locations in the City which may or may not be reachable by public transportation.

Working Conditions: Incumbents within this classification are expected to be able to communicate orally with the public either in person or via the telephone. It is common for incumbents to work at a terminal/keyboard for extended periods of time, with the ability to move about at will. Incumbents may also be required to move objects weighing up to 20 pounds, such as mail or small coin bags, for distances of over 50 feet. Positions which perform filing require use of the arms above the shoulder, and repetitive bending and stooping.

More on working conditions and physical job requirements are available on the online job description.

City of Santa Rosa - A Wonderful Place to Call Home:

Santa Rosa is the largest city in Sonoma County, located 55 miles north of San Francisco. Nestled in world famous Sonoma Wine Country, Santa Rosa serves as the County seat and is the center of trade, government, commerce and medical facilities for the Northern San Francisco Bay area. The City offers a wide variety of recreational and cultural activities, and is well known for its excellent schools, temperate weather, and abundant beautiful parks and open space. Residents work in a well-balanced mix of management, professional, manufacturing, sales, tourism, transportation, construction, and service jobs.

The City of Santa Rosa provides a full range of services including police and fire protection; construction and maintenance of streets and other infrastructure; water, storm water, and wastewater utilities; housing services through its Housing Authority; economic development; transit; parking; and recreation, parks, and cultural services, including a municipal golf course.

The City of Santa Rosa is proud to be an equal opportunity workplace.

The City does not discriminate on the basis of disability in employment. Requests for reasonable accommodations needed to participate in the recruitment process may be made by submitting a Request for Reasonable Accommodation Form within five (5) business days of being noticed that an event requiring accommodation is occurring. You may also contact the Human Resources Department at or

In addition to offering a challenging, rewarding work environment and excellent salary, the City of Santa Rosa provides a generous suite of benefits.

This job classification is in Miscellaneous Unit 4, Support Services. Please click HERE to be redirected to the City's benefits information page.