Customer Service Specialist I

The City of Pomona is seeking a customer-focused and detail-oriented professional to join the Revenue Management Division of the Finance Department as a Customer Service Specialist I. This is an open and promotional recruitment available to both external applicants and eligible City employees.

In this role, the Customer Service Specialist I assists customers in person and by phone, processes business license applications and renewals, processed remittances various tax and fee revenues, processes service requests for the City’s water and sanitation programs, handles financial transactions, reconciles daily cash revenues, and responds to customer inquiries and concerns. The position also provides administrative and accounting support for business licensing, utility billing, collections, and other City programs.

This is a flexible-staffing classification, with the current vacancy being filled at the Customer Service Specialist I level.

The Ideal Candidate

The ideal candidate will possess excellent customer service, communication, and organizational skills. Successful candidates will be comfortable assisting customers with account questions and payment concerns, handling challenging interactions professionally, and accurately processing financial transactions and service requests.

The ideal candidate will also demonstrate strong attention to detail, mathematical ability, dependability, and the ability to manage multiple priorities in a fast-paced environment. Experience with cashiering, utility billing, account reconciliation, business licensing, accounts receivable, or general administrative support is highly desirable.

Why Pomona

The City of Pomona offers meaningful public service work, opportunities for professional growth, and an excellent benefits package, including:

• 4/10 work schedule (Fridays off)
• CalPERS defined-benefit retirement plan
• Comprehensive medical, dental, and vision insurance options
• Generous paid time off, including vacation and sick leave, paid holidays, and floating holidays
• Tuition reimbursement of up to $3,500 per year for eligible educational expenses
• City-paid life and long-term disability insurance
• Optional 457 deferred compensation plan
• Medical and dependent-care Flexible Spending Accounts
• Competitive salary with a 5% increase effective October 1, 2026

If you are passionate about providing excellent customer service and want to build your career in public service, we encourage you to apply.

• High school diploma or GED equivalency.
• One year of general administrative support and customer service experience or one year of general accounting experience.

• Possession of, or must obtain, an appropriate, valid driver's license.
• Must have the ability to type 45 net words per minute (refer to information below).

• Self-Management: Showing personal organization, self-discipline, and dependability.
• Oral Communication: Engaging effectively in dialogue.
• Customer Focus: Attending to the needs and expectation of customers.
• Handling Conflict: Managing interpersonally strained situations.
• Teamwork: Collaborating with others to achieve shared goals.
• Mathematical Facility: Performing computations and solving mathematical problems.

• Assist customers at counter or by phone to process and handle transactions for various functions within the City; such as water, sewer, planning, police, recreation, finance, and General Fund revenues.
• Prepare and process service orders/work orders for various City services including but not limited to water, sewer, business licensing. Services include setting up new billing accounts, closing accounts, water meter installations, administration of business license activity, cashiering etc.
• Provide assistance to citizens with inquiries and complaints; answer customer complaints regarding charges, delinquencies and refunds of transactions from various departments within the City.
• Handle accounts that have not been properly paid through a formal write off process, processing of State recorded bankruptcies, and/or working with the City's collection agencies.
• Audit and review cash transactions, reconcile daily cash revenues deposited in the bank and to the cash accounts in the general ledger.
• Initiate and process journal entries that will balance revenue transactions in the general ledger cash account. Post revenue balances in the City cash accounts.
• Provide the public with general information regarding City policies and procedures, refer calls to appropriate department personnel and obtain and receive information from other public and private agencies as required.
• Perform a variety of general administrative support duties including typing and proofreading a variety of documents, maintaining files and records, and sorting incoming mail.
• Establish and maintain complete files and records related to assigned function.
• Perform related duties and responsibilities as assigned.