CUSTOMER SERVICE REPRESENTATIVE III

Salary : $58,228.56 - $80,268.76 Annually

Location : Burbank, CA

Job Type : Full-Time

Job Number : 250248B1

Department : Burbank Water & Power

Opening Date : 02 / 07 / 2025

Closing Date : 2 / 21 / 2025 5 : 00 PM Pacific

Definition

OPEN COMPETITIVE RECRUITMENT

Open to all qualified candidates.

Tentative examination dates for this recruitment :

Week of 03 / 10 / 25 - Blind supplemental scoring

Week of 03 / 24 / 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 serve as a lead Customer Service Representative for the Customer Service & Marketing Division of Burbank Water and Power; to perform a variety of complex customer service duties; and perform related work as required.

Essential Functions

Serves as a lead to other Customer Service Representatives in a customer care section including : billing, call center, cashiering, credit, collection, marketing, and field services; manages customer interactions in person, via e-mail, fax, and telephone; resolves complicated and escalated customer inquiries; addresses customer concerns regarding their municipal services account, billing, programs, and City services; calculates and processes adjustments and corrections to customer accounts; understands system dependencies and relationships to determine cause and effect of issues; accesses various databases and software applications to resolve customer service, billing, and payment issues; accepts bill payments and issues receipts; makes appropriate payment extensions; accepts and prepares applications for utility services; handles cash, balances a cash drawer, and prepares deposit slips of cash and checks; coordinates with other departments for delivery of service; responsible for complex and confidential clerical functions requiring discretion and specialized knowledge; recommends procedural changes for operational improvements; reviews and edits outgoing materials for clarity, correct spelling, punctuation and grammar, proper form, and completeness; explains billing rates and difficult procedures; interprets internal regulations; promotes City programs and services; may supervise, train, and evaluate employees; performs functions of Customer Service Representative I and II.

Minimum Qualifications

Employment Standards :

Knowledge of cash accounting procedures; principles of billing, credit, and collection; basic principles of customer service and utility services; basic research methods and analytical techniques; basic arithmetic; methods of receiving and accounting for payments; 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 planning and organizing; accuracy and integrity in handling cash; handling conflict effectively; assisting customers with tact and empathy; and prioritizing multiple tasks; utilizing computers and related software.

Ability to lead and train others; work with frequent interruptions; organize and maintain record keeping systems; understand, interpret and explain a wide variety of oral and written technical procedures and policies; perform assigned office tasks; read and record figures accurately; make calculations rapidly and accurately; understand and explain utility rates; understand and carry out oral and written directions; conduct basic research and data analysis; perform basic mathematical computations; maintain confidentiality; communicate effectively, both orally and in writing; keep financial and statistical records; count cash rapidly and accurately; establish and maintain effective working relationships.

Education & Training : High school graduation or equivalent and three years of recent experience in customer contact work, and one year of recent experience in operational technology, a call center, cashiering, or financial clerical work.

License & Certificates : Type accurately from clear copy at a speed of 40 net words per minute.

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 : https : / / www.burbankca.gov / web / management-services / 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 : https : / / www.burbankca.gov / web / management-services / benefits-summary-sheets

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.

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 III. 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 ClS} which may Include systems for billing, reservations, or customer contact center. Please Include the type of organization and length of experience.

Please describe an experience where you served as the lead of a team and an upset customer weas escalated to you to resolve their concerns. Please explain what steps you took to make a satisfied customer.

Please provide an example of when you have had to juggle multiple priorities in a fast paced work environment. What steps do you take to ensure you complete all required assignments. Please provide examples of roles you held where you did this an exceeded expectations.

Please provide examples where you have trained others and how can you tell that your training was effective?

Describe your level of experience analyzing data, creating reports, processing adjustments or handling payments in a customer service work environment?

What is the highest level of education you have completed?

• High school diploma or GED
• Bachelors degree
• Masters degree
• None of the above

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

How many years of recent experience in operational technology, a call center, cashiering, or financial clerical work do you have?

A certified typing certificate showing the ability to type 40 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.

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 : $58,229 - $80,269