Customer Service Representative - Public Works Call Center

The City of Oxnard’s Public Works Department is seeking a Customer Service Representative with strong technical and customer service skills to be part of the Environmental Resources Call Center team. The ideal candidates will have knowledge of standard office practices and procedures, public works services, and be able to communicate information clearly and concisely to a wide range of individuals.

The Public Works Customer Service Team (Call Center) provides information and solution-based action for Oxnard residential & business customers on the entire spectrum of City of Oxnard Public Works, with the majority of requests for trash/recycling. Other calls related to public works will be for water, wastewater, street maintenance, parks, facilities &other maintenance services, trees, traffic impacts, signals, engineering/capital projects, special districts, the utility rate assistance program, special workshops and community events. This position will be responsible for a high volume of customer interactions in the Public Works Department’s Call Center. The position will focus on answering phones and assisting customers contacting the Public Works Call Center regarding the full spectrum of department services, programs and projects.

WHAT YOU’LL DO:

• Use a variety of computer software and billing applications;

• Wear a headset during an 8-hour work shift.

• Handle a large volume of inbound and outbound calls in a timely manner.

• Receive and answer daily incoming calls from Oxnard residential (primarily Spanish-speaking) and business customers requesting information and service orders for public works functions such as trash/recycling, water, streets, parks, traffic impacts, and community events.

• Generate service orders requested by customers for a variety of public works functions including trash/recycling, water, street maintenance, parks, traffic signals, and other maintenance services.

• Assist the public with inquiries by answering questions or tracking down the appropriate public works staff member to provide accurate information and resolution.

• Create and maintain a variety of logs and other records.

• Possess excellent customer service skills in interacting with customers, residents, businesses, and other City departments.

• Verify appropriate service level costs for system entry; prepare and generate appropriate reports. 

• Maintain an understanding and awareness of the City organization and community.

• Use unwavering strong judgment, honesty, and ethical practices in responding to the public’s requests.

• Interpret, explain, and apply City rules, regulations, ordinances, and practices.

• Use tact, discretion, patience, and understanding in dealing with the public.

• Maintains sensitive and confidential information.

PAYROLL/CLASSIFICATION TITLE: Administrative Services Technician, Senior

DISTINGUISHING CHARACTERISTICS:

This classification is distinguished from the Administrative Services Technician in that it performs more advanced processing of transactions and performs basic research, verification and reconciliation of accounts, data and/or other information related to assignment area.

SUPERVISION EXERCISED/ SUPERVISION RECEIVED: Receives general supervision on routine items which are performed according to established standards and procedures and receives specific work instruction regarding non-routine matters and deadlines.

WORK SCHEDULE:

The work week schedule for this recruitment is generally between the hours of Monday through Friday from 8:00 a.m. to 5:00 p.m. This position may be required to be available to work additional hours as needed to respond to workload needs. The work schedule is subject to change based on operational needs. The City does not offer hybrid or remote work.

This class specification represents only the core areas of responsibilities; specific position assignments will vary depending on the needs of the Department.

• Provides internal and external customer service and support; responds to inquiries, complaints and requests for information; performs basic research and gathers required information; and/or refers customers to appropriate resource for more complex requests.

• Processes transactions which may include: purchase order/invoice processing; resource requests; processing timesheets; fees/payment processing; account reconciliations; and applications processing.

• Enters, reviews, updates, verifies, tracks and/or maintains system data, files, documentation and records related to assignment area; runs and produces routine reports; performs calculations and verifies data.

• Prepares, issues and/or distributes correspondence, notices, permits, licenses, forms, documents, reports and/or other records.

• Monitors required supplies and equipment maintenance needs; initiates purchase or service requests.

• Performs other duties of a similar nature and level as assigned.

POSITION SPECIFIC RESPONSIBILITIES MIGHT INCLUDE:

Positions assigned to customer service may be responsible for:

• Performing front-line customer service, public assistance and revenue processing;

• Responding to questions and providing standard information to internal and external customers;

• Evaluating and routing requests;

• Processing revenue transactions according to standard policies and procedures;

• Responding to phone calls and emails;

• Researching customer questions or account inquiries;

• Setting up or canceling accounts;

• Providing procedural information to customers;

• Printing out bills;

• Entering data and producing standard reports;

The following are the minimum qualifications necessary for entry into the classification.

EDUCATION:

• High School Diploma or GED 

EXPERIENCE:

• Two (2) years of experience in a customer service setting.

LICENSING/CERTIFICATIONS:

• Some positions may require the possession of or ability to obtain a valid Class C California driver's license.

OTHER REQUIREMENTS:

• Must be able to effectively communicate in English, both orally and in writing.

HIGHLY DESIRABLE:

• Bilingual in Spanish highly desirable.

• Call center experience

APPLICATION PROCESS: 

• Submit NEOGOV/Government Jobs on-line application.

• Complete and submit responses to the supplemental questions, if required.

• Upload resume, cover letter, proof of degree (transcript), or other requested documents.

Your application may be rejected as incomplete if you do not include the relevant information in the online application and include the information only on the resume. Applications and/or Supplemental Questionnaires that state "see my resume" or "see my personnel file" are considered incomplete and will not be accepted. Cover letters and/or optional resumes are not accepted in lieu of a completed application. 

The list of qualified candidates established from this recruitment may be used to fill other part-time and temporary assignments. There is currently (1) full-time vacancy within the Public Works Department. 

Selected candidate(s) must pass a thorough reference check and background investigation. Some positions that work with or have access to the Police Department may require a polygraph exam. Select positions may require candidates to undergo a pre-employment medical and/or psychological evaluation. 

UNION MEMBERSHIP:

Positions in this classification are represented by the Service Employees International Union (SEIU).  

NOTE: For most positions, the City of Oxnard relies on office automation (Microsoft Office/Google) and web-based enabled tools, therefore candidates must be proficient and comfortable with computer use to perform functions associated with on-going work. 

Regular and reliable attendance, effective communication skills, and development of effective working relationships are requirements of all positions. 

Employees are required to participate in the City's direct deposit plan and are paid on a bi-weekly basis. 

The City of Oxnard is an Equal Opportunity Employer and welcomes applications from all qualified applicants.  We do not discriminate on the basis of race, color, religion, sex, national origin, age, marital status, medical condition, disability or sexual orientation.

REASONABLE ACCOMMODATION:  

The City of Oxnard makes reasonable accommodations for individuals/people with disabilities.  If you believe you require special arrangements to participate in the testing process, you must inform the Human Resources Department in writing within three business days of your scheduled interview or exam date. Applicants who request such accommodation must document their request with an explanation of the type and extent of accommodation required.

LEGAL REQUIREMENT: 

On the first day of employment, new employees must provide proof of citizenship or documentation of legal right to work in the United States in compliance with the Immigration Reform and Control Act of 1986, as amended. The City participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9. For more information on E-Verify, please contact DHS. 888-897-7781 dhs.gov/e-verify 

If you have any questions regarding this recruitment, please contact Raul Almanza at 805-200-5446 or by email at [email protected].  

NOTE: The provisions of this bulletin do not constitute an expressed or implied contract.  Any provision contained in this bulletin may be modified or revoked without notice.