CUSTOMER SERVICE REPRESENTATIVE II

Salary : $50,705.46 - $69,897.88 Annually

Location : Burbank, CA

Job Type : Full-Time

Job Number : 240247B2

Department : Burbank Water & Power

Opening Date : 12 / 27 / 2024

Closing Date : 1 / 10 / 2025 5 : 00 PM Pacific

Definition

OPEN COMPETITIVE RECRUITMENT

Open to all qualified candidates.

Tentative examination dates for this recruitment :

Week of 1 / 27 / 25 - Blind supplemental scoring

Week of 02 / 10 / 25 - Oral interview

Dates may change due to unforeseen circumstances. Candidates who pass each phase of the recruitment process will be notified of the official examination dates.

Under direction, to perform a variety of customer service duties and office work of average complexity for the Customer Service & Marketing Division of Burbank Water and Power; and perform related work as required.

Essential Functions

Works in a customer care section including : billing, call center, cashiering credit, collection, marketing, and field services; interacts with the public in-person, via e-mail, fax, and telephone; responds to customer inquiries about municipal services accounts, billing, payments, programs, and City services; verifies customer account and service status; accesses various databases and software applications to explain services and charges; explains procedures, programs, regulations, and rates; handles cash; accepts bill payments and issues receipts; balances a cash drawer and prepares deposit slips of cash and checks; makes appropriate payment extensions and payment arrangements; maintains and files service requests; assists with basic research and data gathering and analysis; recommends procedural improvements; promotes City programs and services; processes paperwork for high-bill investigations; accepts and prepares customer applications and closing orders for utility services; determines consumption; reports customer concerns; reviews periodic reports for accuracy; prepares reports using discretion to correct discrepancies; files miscellaneous documents; processes data rejected by the computer; may train and supervise employees; performs functions of Customer Service Representative I.

Minimum Qualifications

Employment Standards :

Knowledge of basic principles of customer service and utility service; cash accounting; procedures and principles of billing, credit, and collection; basic arithmetic; alphabetizing, indexing, and filing; good customer relations practices; proper English usage, spelling, grammar, and punctuation in order to effectively perform the essential functions of this classification (this is not a language restriction as defined in California Government Code Section 12951).

Skill in accuracy and integrity in handling cash; assisting customers with tact and empathy; utilizing computers and related software.

Ability to organize and maintain record keeping systems; perform assigned office tasks; make calculations rapidly and accurately; understand and carry out oral and written directions; perform basic mathematical computations; understand and explain utility rates; communicate effectively, both orally and in writing; understand and explain written material, policies, rules and regulations; work with frequent interruptions; conduct basic research and data analysis; handle

Education & Training : High school graduation or equivalent and two years of recent experience in customer contact work or one year in the operation of data entry equipment.

License & Certificates : Type accurately from clear copy at a speed of 35 net words per minute.

Supplemental Information

A valid California Class "C" driver's license or equivalent may be required at time of appointment

This job title is represented by the Burbank City Employees' Association (BCEA)

The City of Burbank offers excellent employee benefits, please click on the following link for additional information regarding employee benefits :

Additionally, there are Benefit Summary Sheets for each represented and unrepresented employee group that provide a more detailed summary of benefits. There are also some Benefit Summary Sheets for specific job titles. To access the Benefit Summary Sheets, please click here :

Please note, employee benefits vary based on employment status - full-time or part-time; regular or temporary, and many benefits are not applicable to temporary employees.

A certified typing certificate showing the ability to type 35 net words per minute must accompany application to be considered. By clicking "Yes" I am aware that I must have a typing certificate submitted prior to the closing date. If typing certificate is not submitted prior to the closing date, I will be disqualified from the process. TYPING CERTIFICATE REQUIREMENTS. TYPING CERTIFICATES MUST BE CERTIFIED FROM A GOVERNMENT AGENCY, BUSINESS COLLEGE, TEMPORARY AGENCY, PUBLIC SCHOOL, OR OTHER VERIFIABLE AGENCY AND DATED WITHIN ONE YEAR FROM THE LAST DAY TO APPLY. NET WORDS PER MINUTE MUST BE STATED ON THE CERTIFICATE. ONLINE TYPING CERTIFICATES ARE NOT ACCEPTED.PLEASE NOTE : Any certificate you have submitted with a previous application is not kept on file. You must submit the new certificate by mail, in person, by fax, or by email to the CityJobs email address (CityJobs@BurbankCA.gov) in PDF format.

You must answer the following question in order to be considered for the position. The purpose of this Supplemental Questionnaire is to give you an opportunity to provide additional information regarding your specific qualifications for the position of Customer Service Representative II. This Supplemental Questionnaire is considered part of your application process and will be evaluated along with your application on a competitive basis to determine which applicants will proceed to the next step in the selection process.INSTRUCTIONSAnswer should be complete, specific, and precise. Incomplete, illegible, vague, or excessively long responses to any question may disqualify you from being considered further for the position. Please be specific in answering the Supplemental Questions, as they will be used to evaluate which applicants will be given further consideration in the process. DO NOT answer, "see resume" or "see application" as these are not valid answers. Click "Yes" to reflect that you have read and understand this statement.

Please describe your experience with any type of customer information system (CIS) which may include systems for billing, reservations, or customer contact center. Please include the type of organization and length of experience.

Describe an experience you had that required you to empathize with a customer's situation. Please explain how you empathized and solved the issue.

Please provide an example of when you have had to analyze data and immediately problem solve. What was the outcome?

Give an example when you took initiative and describe the outcome.

Describe your level of experience utilizing Microsoft Office Suite products.

What is the highest level of education you have completed?

• No education
• High School Diploma
• Associates Degree
• Bachelors Degree

How many years of experience do you have in customer contact work?

How many years of experience do you have in the operation of data entry equipment?

I understand that all requested information must be furnished on the application itself. Resumes and / or attachments may be included, but CANNOT BE SUBSTITUTED for a completed application form. A resume submitted in lieu of an application will not be sufficient. Furthermore, "See resume" is not an acceptable response under Duties. An application containing this response may be deemed incomplete. If I do not provide information on my application under Education, Experience, and / or License and Certificates sections that I meet the minimum qualifications for the position I am applying for, I will be deemed "not qualified" and may not proceed in the recruitment.

Required Question

Salary : $50,705 - $69,898