What are the responsibilities and job description for the Customer Services Assistant (City Managers Office, At-Will) position at City of Santa Monica?
Job Summary
Performs a wide variety of functions associated with customer service, information distribution, and clerical support for the City Manager's Office. Assists customers by providing information and help with navigating services.
Provides customer service in a dynamic environment.
Communicates with customers over the phone, in person, e-mail and via 311 software, as well as through other emerging communication tools on the behalf of City Manager's Office.
Receives, prioritizes, and resolves various types of customer feedback, issues and complaints via the 311 web-based system, email or phone calls
Researches, reports and recommends solutions to issues and complaints submitted by customers.
Responds to customers in a professional and timely manner based on existing policies and procedures.
Provides information and referral services to customers inquiring about the City of Santa Monica services.
References and understands related City's policies, products, programs, communication, tools, and new initiatives when providing customer information.
Enters modifies, retrieves and maintains documents. May issue, process and update various forms and documents required by assigned division or department.
Logs, processes and reunites customers with Lost and Found items.
Provides support for special programs and may participate in outreach events.
Ensures that sufficient supplies of schedules, brochures and/or information sheets are available to the public.
Performs special related projects, as requested.
Performs other duties, as assigned.
Requirements
Knowledge of
Modern office procedures, practices, and equipment
Business English, spelling, punctuation, and grammar
Customer Relationship Management (CRM) or Help Desk-type software
Basic mathematics
Cash handling techniques
Principles and procedures of recordkeeping
Effective customer service techniques
Ability to
Respond to public inquires, complaints, and requests for help in a professional manner
Communicate effectively, both orally and in writing
Follow written and oral instructions
Interpret documents regularly utilized by assigned division or department, such as brochures, schedules, maps and websites
Operate a variety of office equipment
Complete basic mathematical computations
Exercise discretion in assisting customers with challenging cases/situations
Identify, troubleshoot and seek appropriate assistance resolving issues with customer information in the 311 system,
Provide effective customer service
Establish and maintain effective and cooperative working relationships with City employees and the general public
Document and learn new procedures
Work with persons from diverse social, cultural, and economic backgrounds as well as a variety of work styles, personalities, and approaches
Empathize and remain positive when serving customers and working with colleagues
Learn and use applicable-software applications
Work independently and in a team environment
Skill in
Reading, writing, and communicating at an appropriate level
Using a personal computer and applicable software applications
Corresponding with colleagues and customers via e-mail and instant messaging solutions
REQUIRMENTS
Education
Graduation from high school or the equivalent. Completion of 30 semester units of college level or vocational school coursework in business English, mathematics or a related field is desirable.
Experience
Two years of recent, paid work experience performing customer service duties, which includes handling routine and escalated customer complaints from the public in writing and by phone. Recent paid experience with using automatic call distribution telephone systems and web-based Customer Relationship Management (CRM) or Help Desk type software and corresponding with customers in person are desirable. One year of experience working in an office setting or in a retail environment is desirable. Bilingual proficiency in Spanish is desirable.
Supplemental Information
How to Apply
Applicants must submit a completed on-line City Application along with any required supplemental application materials with the Human Resources Department by the filing deadline. If you do not submit your on-line application by the filing deadline, you will not be considered for this position. Please note, applications may be rejected if incomplete. Resumes, CVs and cover letters are not reviewed as part of the application screening process.
Selection Process
All applicants must submit clear, concise and complete information regarding your work history and qualifications for the position. All applications will be reviewed and only those applicants determined to be most qualified on the basis of experience, training and education, as submitted, will be invited to participate further in the selection process.
Background Investigation
Candidates who have successfully completed all prior phases of the selection process will be subject to a thorough background investigation.
Inclusion & Diversity Statement
The City of Santa Monica is a progressive, inclusive and culturally rich community. As leaders in public service, we strive to be an employer of choice by attracting and retaining a highly talented workforce where people of diverse races, religions, cultures and lifestyles thrive. Our goal is to create a welcoming and inclusive environment where our staff are empowered to perform at their highest level and where their differences make a positive impact.
The City is an equal opportunity employer and strives to build balanced teams from all walks of life without regard to race, color, ethnicity, religion, national origin, age, sex, sexual orientation, gender identity, marital status, ancestry, disability, genetic information, veteran status, or any other status protected under federal, state and/or local law. We aim to create a workplace that celebrates and embraces the diversity of our employees. Join us!
Special assistance with the application and examination process is available, upon request, for persons with disabilities. Call (310) 458-8246, TDD (310) 458-8696 (Hearing Impaired Only).
Please note the request for reasonable accommodations must be made to Human Resources at least three workdays prior to the examination.
The City's liberal fringe benefits for full-time employment include sick leave, holiday and vacation pay, the Public Employees Retirement System, medical, dental and vision insurance, credit union, deferred compensation, tuition reimbursement, Dependent Care Assistance Plan and priority enrollment consideration at Hill & Dale Family Learning Center, Marine Park Child Development Center, and Santa Monica Early Childhood Lab School.
01
Describe your work experience providing information and customer service to the public, which includes handling routine and escalated customer complaints from the public in writing and by phone. Please include in your response your specific customer service duties, your employer, and dates of employment. If you have no such experience, mark N/A.
02
Describe your experience with data entry and use of the following computer software applications: word processing, spreadsheets and databases. Please include in your response the software used, the tasks performed and the level of your skill using these applications. If you have no such experience, mark N/A.
03
Describe your experience working in a public sector or municipal environment. If you have no such experience, mark N/A.
04
The current vacancy in the City Manager's Office is temporary. Would you be interested in a temporary, as-needed work (with no benefits)?
Are you bilingual? If yes, please list the language(s) you are proficient in. If you have no such capability, mark N/A.
Required Question
Agency City of Santa Monica
Address 1685 Main Street, Room 101
P.O. Box 2200
Santa Monica, California, 90401
Phone 310-458-8697
Website https://www.santamonica.gov/departments/human-resources
Performs a wide variety of functions associated with customer service, information distribution, and clerical support for the City Manager's Office. Assists customers by providing information and help with navigating services.
- The current vacancy is a temporary, at-will position assigned to the City Manager's Office. However, the applications screened for this position will be considered for the current temporary vacancy, as well as future permanent vacancies, in the City Manager's Office only. Those successful in the application screening process will be referred to the City Manager's Office for consideration.
Provides customer service in a dynamic environment.
Communicates with customers over the phone, in person, e-mail and via 311 software, as well as through other emerging communication tools on the behalf of City Manager's Office.
Receives, prioritizes, and resolves various types of customer feedback, issues and complaints via the 311 web-based system, email or phone calls
Researches, reports and recommends solutions to issues and complaints submitted by customers.
Responds to customers in a professional and timely manner based on existing policies and procedures.
Provides information and referral services to customers inquiring about the City of Santa Monica services.
References and understands related City's policies, products, programs, communication, tools, and new initiatives when providing customer information.
Enters modifies, retrieves and maintains documents. May issue, process and update various forms and documents required by assigned division or department.
Logs, processes and reunites customers with Lost and Found items.
Provides support for special programs and may participate in outreach events.
Ensures that sufficient supplies of schedules, brochures and/or information sheets are available to the public.
Performs special related projects, as requested.
Performs other duties, as assigned.
Requirements
Knowledge of
Modern office procedures, practices, and equipment
Business English, spelling, punctuation, and grammar
Customer Relationship Management (CRM) or Help Desk-type software
Basic mathematics
Cash handling techniques
Principles and procedures of recordkeeping
Effective customer service techniques
Ability to
Respond to public inquires, complaints, and requests for help in a professional manner
Communicate effectively, both orally and in writing
Follow written and oral instructions
Interpret documents regularly utilized by assigned division or department, such as brochures, schedules, maps and websites
Operate a variety of office equipment
Complete basic mathematical computations
Exercise discretion in assisting customers with challenging cases/situations
Identify, troubleshoot and seek appropriate assistance resolving issues with customer information in the 311 system,
Provide effective customer service
Establish and maintain effective and cooperative working relationships with City employees and the general public
Document and learn new procedures
Work with persons from diverse social, cultural, and economic backgrounds as well as a variety of work styles, personalities, and approaches
Empathize and remain positive when serving customers and working with colleagues
Learn and use applicable-software applications
Work independently and in a team environment
Skill in
Reading, writing, and communicating at an appropriate level
Using a personal computer and applicable software applications
Corresponding with colleagues and customers via e-mail and instant messaging solutions
REQUIRMENTS
Education
Graduation from high school or the equivalent. Completion of 30 semester units of college level or vocational school coursework in business English, mathematics or a related field is desirable.
Experience
Two years of recent, paid work experience performing customer service duties, which includes handling routine and escalated customer complaints from the public in writing and by phone. Recent paid experience with using automatic call distribution telephone systems and web-based Customer Relationship Management (CRM) or Help Desk type software and corresponding with customers in person are desirable. One year of experience working in an office setting or in a retail environment is desirable. Bilingual proficiency in Spanish is desirable.
Supplemental Information
How to Apply
Applicants must submit a completed on-line City Application along with any required supplemental application materials with the Human Resources Department by the filing deadline. If you do not submit your on-line application by the filing deadline, you will not be considered for this position. Please note, applications may be rejected if incomplete. Resumes, CVs and cover letters are not reviewed as part of the application screening process.
Selection Process
All applicants must submit clear, concise and complete information regarding your work history and qualifications for the position. All applications will be reviewed and only those applicants determined to be most qualified on the basis of experience, training and education, as submitted, will be invited to participate further in the selection process.
Background Investigation
Candidates who have successfully completed all prior phases of the selection process will be subject to a thorough background investigation.
Inclusion & Diversity Statement
The City of Santa Monica is a progressive, inclusive and culturally rich community. As leaders in public service, we strive to be an employer of choice by attracting and retaining a highly talented workforce where people of diverse races, religions, cultures and lifestyles thrive. Our goal is to create a welcoming and inclusive environment where our staff are empowered to perform at their highest level and where their differences make a positive impact.
The City is an equal opportunity employer and strives to build balanced teams from all walks of life without regard to race, color, ethnicity, religion, national origin, age, sex, sexual orientation, gender identity, marital status, ancestry, disability, genetic information, veteran status, or any other status protected under federal, state and/or local law. We aim to create a workplace that celebrates and embraces the diversity of our employees. Join us!
Special assistance with the application and examination process is available, upon request, for persons with disabilities. Call (310) 458-8246, TDD (310) 458-8696 (Hearing Impaired Only).
Please note the request for reasonable accommodations must be made to Human Resources at least three workdays prior to the examination.
The City's liberal fringe benefits for full-time employment include sick leave, holiday and vacation pay, the Public Employees Retirement System, medical, dental and vision insurance, credit union, deferred compensation, tuition reimbursement, Dependent Care Assistance Plan and priority enrollment consideration at Hill & Dale Family Learning Center, Marine Park Child Development Center, and Santa Monica Early Childhood Lab School.
01
Describe your work experience providing information and customer service to the public, which includes handling routine and escalated customer complaints from the public in writing and by phone. Please include in your response your specific customer service duties, your employer, and dates of employment. If you have no such experience, mark N/A.
02
Describe your experience with data entry and use of the following computer software applications: word processing, spreadsheets and databases. Please include in your response the software used, the tasks performed and the level of your skill using these applications. If you have no such experience, mark N/A.
03
Describe your experience working in a public sector or municipal environment. If you have no such experience, mark N/A.
04
The current vacancy in the City Manager's Office is temporary. Would you be interested in a temporary, as-needed work (with no benefits)?
- Yes
- No
Are you bilingual? If yes, please list the language(s) you are proficient in. If you have no such capability, mark N/A.
Required Question
Agency City of Santa Monica
Address 1685 Main Street, Room 101
P.O. Box 2200
Santa Monica, California, 90401
Phone 310-458-8697
Website https://www.santamonica.gov/departments/human-resources
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