CUSTOMER SERVICE SPECIALIST 1229 (REVISED 02 / 28 / 25)

Salary : $60,489.00 - $97,363.00 Annually

Location : CITY OF LOS ANGELES, CA

Job Type : FULL-TIME

Job Number : 1229 OP 2023 / 02 / 24 C

Department : Finance

Opening Date : 02 / 28 / 2025

Closing Date : 3 / 13 / 2025 12 : 00 AM Pacific

DUTIES

60,489 to $88,405; and $66,565 to $97,363

NOTES :

• Candidates from the eligible list are normally appointed to vacancies in the lower pay grade positions.
• Annual salary is at the start of the pay range. The current salary range is subject to change. Please confirm the starting salary with the hiring department before accepting a job offer.

A Customer Service Specialist performs specialized business tax, licenses, and permits work, involving cashiering, various aspects of processing and reviewing customer requests for service, billing questions and resolutions, as well as service complaints, responding to the public's concerns and requests for information on City business tax and associated permits, Lifeline exemptions and reductions, ordinances, rules, regulations, and policies, including the use of a computer terminal for inputting requests, reviewing billing information, and following up on requests; and does related work.

REQUIREMENT(S) / MINIMUM QUALIFICATION(S)

PROCESS NOTE

Applicants filing under Requirement #2 and #3 must submit a copy of their certificate of completion of the four-week Business Tax Ordinance class provided by the City of Los Angeles Office of Finance at the time of filing. A copy of the certificate must be attached to the on-line application BEFORE the application is submitted. If the certificate is attached AFTER the on-line application has been submitted, it will not be available to the City and the applicant WILL NOT be credited with submitting it. Applicants who fail to submit the certificate at the time of filing by attaching it to the on-line application will not be considered further in this examination

SELECTIVE CERTIFICATION

In accordance with Charter Section 1010 (b) and Civil Service Rule 5.31, selective certification will be used for some positions that require special licenses, skills and / or training in the following areas. Only persons possessing either of the following may be considered for appointment to fill such positions.

The ability to speak or write a language other than English. Proficiency in Spanish is required for some positions.

WHERE TO APPLY & APPLICATION DEADLINE

Applications will only be accepted on-line. When you are viewing the on-line job bulletin of your choice, simply scroll to the top of the page and select the "Apply" icon . On-line job bulletins are also available at https : / / www.governmentjobs.com / careers / lacity.

NOTE :

Applicants are urged to apply early to ensure you have time to resolve any technical issues you may encounter.

APPLICATION DEADLINE

Applications will only be accepted on-line on the dates listed below :

From 8 : 00 am FRIDAY, FEBRUARY 28, 2025 to 11 : 59 pm THURSDAY, MARCH 13, 2025.

From 8 : 00 am FRIDAY, FEBRUARY 27, 2026 to 11 : 59 pm THURSDAY, MARCH 12, 2026.

The examination may close without prior notice at any time after a sufficient number of applications have been received. Filing periods may change without prior notice or additional dates may be added, as needed, at a later date. For administrative purposes, filing will close periodically and reopen on the dates noted in the "Application Deadline" section of this bulletin.

In accordance with Civil Service Rule 4.2, all applicants who apply may not be tested in this examination. To meet anticipated hiring needs, only a limited number of qualified applicants will be invited to participate in the selection process in the following order : 1) Los Angeles City Promotional applicants who meet the minimum requirements. You must have received a regular appointment to a City position or be on a reserve list to apply for this examination as a promotional candidate; 2) Applicants currently employed by the City of Los Angeles on a part-time or exempt basis who meet the minimum requirements; 3) Remaining applicants who meet the minimum requirements in sufficient numbers to meet hiring needs based on a random sampling of those qualified candidates. Applicants not selected to be tested may re-apply in a subsequent filing period in order to be considered for that period's selection process.

SELECTION PROCESS

Examination Weights :

Multiple-Choice Test : Qualifying

Interview : 100%

The examination will consist of a qualifying multiple-choice test administered and proctored on-line and an interview. In the on-line qualifying multiple-choice test, candidates may be examined for the knowledge of : customer service techniques; proper English usage, grammar, and vocabulary; and the ability to : perform basic mathematical computations including addition, subtraction, multiplication, division and percentages; deal tactfully and effectively with the public, other employees and supervisors; write clearly and sufficiently to prepare correspondence; follow oral and written directions; communicate information, both orally and in writing, in a clear, concise and effective manner; work independently; and other necessary skills, knowledge, and abilities.

Additional job analysis information can be obtained by going to https : / / per.lacity.org / jobs / job-analyses.cfm and clicking on Competencies under Customer Service Specialist.

The multiple-choice test will be proctored and administered on-line during a single session. Candidates invited to participate in the on-line multiple-choice test will be able to take the test as instructed from a remote location using a computer with a webcam and a reliable internet connection. Candidates will receive an e-mail from the City of Los Angeles outlining the dates and specific steps on how to take the multiple-choice test on-line. Candidates who do not complete and submit the remote proctored multiple-choice test on-line using a computer by the specified date and time as instructed will not be considered further in this examination.

FAQs for on-line testing are available at https : / / per.lacity.org / faqs / employment-testing-process.html . Candidates who do not have the required equipment may have the option to take the multiple-choice test onsite at a City facility.

For candidates who apply between FRIDAY, FEBRUARY 28, 2025 and THURSDAY, MARCH 13, 2025 , it is anticipated that the on-line multiple-choice test will be administered between TUESDAY, APRIL 29, 2025 and MONDAY, MAY 5 2025 .

For candidates who apply between FRIDAY, FEBRUARY 27, 2026 and THURSDAY MARCH 12, 2026 , it is anticipated that the on-line multiple-choice test will be administered between TUESDAY, APRIL 28, 2026 and MONDAY, MAY 4, 2026 .

Passing Score for Qualifying Multiple-Choice Test

The passing score for the qualifying multiple-choice test will be determined by Personnel Department staff after the qualifying multiple-choice test is administered. Consideration will be given to the number of candidates taking the test and the existing and anticipated number of vacancies, such that there are a sufficient number of eligibles on the list to satisfy current and future vacancies for the next two years. Therefore, the passing score for the qualifying multiple-choice test may be set either at, above, or below 70%.

Candidates must achieve a passing score on the qualifying multiple-choice test in order to be scheduled for the interview.

The examination score will be based entirely on the interview. In the interview, emphasis may be placed on the adequacy of the candidate's training and experience as they provide the candidate with the background needed to perform the duties of a Customer Service Specialist including knowledge of : customer service techniques; proper English usage, grammar, and vocabulary; and the ability to : perform basic mathematical computations including addition, subtraction, multiplication, division and percentages; deal tactfully and effectively with the public, other employees and supervisors; write clearly and sufficiently to prepare correspondence; follow oral and written directions; communicate information, both orally and in writing, in a clear, concise and effective manner; work independently; and other necessary skills, knowledge, and abilities.

Candidates will be notified later by e-mail of the date, time, and location of the interview, which may be held in Los Angeles or on-line.

NOTES :

Notice :

If you receive and accept an offer of employment to a regular position with the City of Los Angeles, your employee benefit coverage (including health and dental coverage as well as life insurance) will commence approximately six weeks after your original regular appointment. Not all positions in the City receive benefit coverage; you should inquire regarding the availability of employee benefits prior to accepting a position. All City employees are required to be Disaster Service Workers.

THIS EXAMINATION IS TO BE GIVEN BOTH ON AN

INTERDEPARTMENTAL PROMOTIONAL AND OPEN COMPETITIVE BASIS

The City of Los Angeles does not discriminate on the basis of race, religion, national origin, sex, age, marital status, sexual orientation, gender identity, gender expression, disability, creed, color, ancestry, medical condition (cancer), or Acquired Immune Deficiency Syndrome.

There are many things to consider in a new employer. Visit the following webpage to view benefits the City of Los Angeles offers its employees :

To be PROPERLY AND PROMPTLY notified of the status of my application, I UNDERSTAND that I MUST provide on my City application, the following information :

I UNDERSTAND that I MUST provide a working email address on my application where I will receive notifications regarding the status of my application and the selection process.

I UNDERSTAND that important information regarding the status of my application and the selection process will only be sent via E-MAIL to the email address I provided.

I UNDERSTAND that it is MY RESPONSIBILITY to ensure that the email address I provided is a working email and that I will check my email regularly to ensure I receive any communication as it relates to the examination promptly.

I UNDERSTAND that the City of Los Angeles Personnel Department is NOT RESPONSIBLE for any lost or redirected emails and that it is MY RESPONSIBILITY to add info@governmentjobs.com to my email contact list to avoid email notifications related to this examination from being classified as "spam" or "junk" mail.

I UNDERSTAND that I am required to describe, IN DETAIL, my appropriate qualifying experience in the Work Experience Section of my application.

I UNDERSTAND that, if qualifying with my City experience, that I MUST indicate my appropriate job classification in my work history and NOT ANY WORKING TITLE that I believe is designated to me.

I UNDERSTAND that if I attach a resume and / or cover letter IN LIEU of completing the Work Experience Section, my application is INCOMPLETE and WILL NOT be considered for this examination, and my application WILL NOT be further processed.

In addition to including my qualifying experience, I UNDERSTAND that I should list ALL jobs, regardless of duration, including part-time jobs, military service and any periods of unemployment during my entire work history.

I am currently :

IMPORTANT NOTE : There are two distinct methods to qualify for the Customer Service Specialist examination.

Requirement #1 (Part 1 of 4)

I have the following amount of full-time paid call center operation or direct customer service experience, responding to customer inquiries in person, telephonically, via e-mail, or through on-line chat activities : NOTE : You MUST provide detailed information regarding this experience in the work history section of your application. Failure to provide this information may result in your disqualification from this examination.

Requirement #1 (Part 2 of 4)

For the full-time paid call center operation or direct customer service experience that I am claiming in the previous question, my experience includes the following (Select all that apply) :

Requirement #1 (Part 3 of 4)

For the experience that you are claiming in the previous two questions, enter the job title(s) and employer(s) where you obtained this experience. Example : Customer Service Specialist - ABC CompanyIf you are not applying under Requirement #1, please type "N / A".

Requirement #1 (Part 4 of 4)

For the experience that you are claiming in the previous three questions, please describe your call center operation or direct customer service experience, responding to customer inquiries in person, telephonically, via e-mail, or through on-line chat activities .If you are not applying under Requirement #1, please type "N / A".

Requirement #2 (Part 1 of 3)

I possess six months of full-time or 960 cumulative hours paid experience with the City of Los Angeles Office of Finance at the level of a Tax Renewal Assistant directly handling or providing clerical support for processing business tax billings or payments : NOTE : You MUST provide detailed information regarding this experience in the work history section of your application. Failure to provide this information may result in your disqualification from this examination.

Requirement #2 (Part 2 of 3)

For the experience that you are claiming in the previous question, please enter your City of Los Angeles job classification(s) which is at the level of Tax Renewal Assistant : Example : Tax Renewal AssistantIf you are not applying under Requirement #2, please type "N / A".

Requirement #2 (Part 3 of 3)

For the experience that you are claiming in the previous two questions, please describe your experience directly handling or providing clerical support for processing business tax billings or payments .If you are not applying under Requirement #2, please type "N / A".

Requirement #3 (Part 1 of 2)

I have completed a four week Business Tax Ordinance class provided by the City of Los Angeles Office of Finance :

Requirement #3 Attachment (Part 2 of 2)

Applicants filing under Requirement #2 and #3 must submit a copy of their certificate of completion of the four-week Business Tax Ordinance class provided by the City of Los Angeles Office of Finance at the time of filing. A copy of the certificate must be attached to the on-line application BEFORE the application is submitted. If the certificate is attached AFTER the on-line application has been submitted, it will not be available to the City and the applicant WILL NOT be credited with submitting it. Applicants who fail to submit the certificate at the time of filing by attaching it to the on-line application will not be considered further in this examination.

SELECTIVE CERTIFICATION :

In accordance with Charter Section 1010 (b) and Civil Service Rule 5.31, selective certification will be used for some positions that require special licenses, skills and / or training in the following areas. Only persons possessing either of the following may be considered for appointment to fill such positions.

The ability to speak or write a language other than English. Proficiency in Spanish is required for some positions.

SELECTIVE CERTIFICATION (SPEAK) :

Other than English, I have the ability to speak the following language(s) (Select all that apply) :

SELECTIVE CERTIFICATION (SPEAK) :

If you selected "Other language not listed above" in the previous question, indicate the language you are able to speak in the text box below.

SELECTIVE CERTIFICATION (WRITE) :

Other than English, I have the ability to write the following language(s) (Select all that apply) :

SELECTIVE CERTIFICATION (WRITE) :

If you selected "Other language not listed above" in the previous question, indicate the language you are able to write in the text box below.

RETAKE RESTRICTION :

I have taken the Customer Service Specialist multiple-choice test in the past 24 months under this bulletin :

NOTE : You may take the Customer Service Specialist multiple-choice test only once every 24 months under this bulletin. If you have taken the Customer Service Specialist multiple-choice test during an open filing period in the Personnel Department within the last 24 months under this bulletin, you may not file for this examination at this time.

IMPORTANT NOTE : I have read the above questions carefully and answered each one accurately. I understand that if I do not provide correct information that my application will be disqualified and will not be considered further for this examination.

I understand that if I submit more than one application, my newest application will be considered and all others will be considered duplicates and will not be reviewed.

You should include in the work experience section of your application any jobs you wish to be considered as you will be unable to add or change your information after submission .

Required Question

Salary : $60,489 - $97,363