Customer Service Representative II

City of Escondido - Escondido, CA3.8

If you want to join a hard-working team that shares a commitment to keep the City of Escondido safe, clean and efficiently run, consider a career with the City of Escondido. We have an opening for the position of Customer Service Representative II in our Police Department. For a complete listing of job duties and qualifications, please refer to the corresponding job description, which can be obtained from the Human Resources Department or downloaded from the City's website.

Under general supervision (Customer Service Representative II), performs a variety of customer service duties including those in support of the police department front desk or other area to which assigned; performs a wide variety of account maintenance, data entry, billing, and public contact work in support of the assigned customer service function.

Customer Service Representative II: This is the full journey level class in the Customer Service Representative series performing the full range of customer service duties including cashiering, data entry, billing, public contact, and general office support duties with only occasional instruction or assistance. Positions at this level are distinguished from the Customer Service Representative I level by the performance of the full range of duties as assigned, working independently, applying well developed customer service knowledge, and exercising judgment and initiative. Positions at this level receive only occasional instruction or assistance as new or unusual situations arise, and are fully aware of the operating procedures and polices of the work unit. Work is normally reviewed only on completion and for overall results. Positions in this class series are flexibly staffed and positions at the Customer Service Representative II level are normally filled by advancement from the Customer Service Representative I level.

Key Responsibilities

General Functions:
Performs a full range of customer service duties; answers customer questions; researches, resolves, and responds to customer problems and complaints; explains departmental policies and procedures to the public.

Operates computer terminal to enter payments, new account and/or license information, changes to existing accounts or licenses, and related information.

Issues payments for petty cash vouchers; submit petty cash reimbursement forms; order cash; balances petty cash.

Monitors and maintains adequate quantities of supplies and forms; revises and stocks information sheets.

Receives and processes incoming mail and returned mail.

Performs related duties as required.

Police Department Front Desk Functions:
Processes criminal registrants and all related paperwork according to Department of Justice standards.

Operates computer terminal to enter new criminal registrant data; makes changes to existing data and related information.

Enters pertinent data on arrestees into Booking computer and takes photographs; fingerprints a variety of individuals.

Accepts and processes paperwork for repossessed vehicles; collects payments for citations, impounded vehicle fees, police reports, and other various payments; balances daily cash drawer and completes receipts detailing payment transactions.

Retrieves information from a variety of law enforcement data bases; maintains accuracy, confidentiality and security of all records and work area; releases records according to the California Public Records Act and department policy.

Participates in the preparation, revision and maintenance of a variety of documents, files, logs, records, and reports.

Processes background checks and creates letters of reference; processes ride-along applications and appointments.

Receives telephone calls from the public; screens calls to determine needs of the caller; logs in/out visitors and issues visitor badges.

Accepts service of subpoenas and other court related documents.


Knowledge of:
Bookkeeping and clerical accounting principles, practices, and terminology.
Methods, procedures, practices, and terminology used in billing and financial record keeping work.
Modern office procedures, methods, and equipment including computers, typewriters, printers, copiers, and telephone answering devices.
Computer applications such as word processing, spreadsheets, and statistical databases.
Principles and practices of fiscal, statistical, and administrative record keeping and reporting.
Principles of business letter writing and basic report preparation.
Methods and techniques used in customer service and public relations.
Receptionist and telephone techniques.
Basic programs and services of the organization relating to service fees, billing, and account maintenance.
English usage, spelling, grammar, and punctuation.
Mathematical principles.

Ability to:
Perform responsible bookkeeping, clerical accounting, and customer service duties.
Understand the organization and operation of the City and of outside agencies as necessary to assume assigned responsibilities.
Understand, interpret and apply general and specific administrative and departmental policies and procedures.
Exercise tact and judgment in responding to inquiries and resolving complaints and problems.
Make mathematical computations rapidly and accurately.
Find and reconcile discrepancies in balancing accounts.
Implement and maintain standard filing systems.
Maintain records and reports.
Operate and use modern office equipment including a computer and various software packages.
Operate 10-key calculator by touch.
Type and enter data at a speed necessary for successful job performance.
Work under steady pressure with frequent interruptions and a high degree of public contact by phone or in person.
Demonstrate an awareness and appreciation of the cultural diversity of the community.
Communicate clearly and concisely, both orally and in writing.
Establish and maintain effective working relationships with those contacted in the course of work.

Minimum Requirements
Customer Services Representative II

Equivalent to the completion of the twelfth grade.

Two years (full-time equivalent) of responsible experience performing clerical accounting duties involving considerable public contact.

**Bilingual skills are highly desirable.**

Supplemental Information
NOTE: For a complete listing of job duties and qualifications, please refer to the corresponding job description, which can be obtained from the Human Resources Department or downloaded from the City's web site. The City of Escondido is committed to a drug and alcohol free workplace. All applicants will be subject to fingerprint investigation before a conditional offer of employment is extended. A medical examination, along with a DRUG SCREEN will be conducted following a conditional offer of employment. Positions subject to the Department of Transportation (DOT) regulations will be subject to DOT pre-employment drug testing and random drug and alcohol testing.

Applications will be screened and the most qualified candidates will be invited to appear for testing. All positions require the ability to read, write and speak English. Types of tests may include written and/or oral examination, physical agility, practical exam or other appropriate job-related selection process. When testing is completed, candidates will be ranked on an eligibility list in the order of their test score. Selection for appointments is made from names certified on the eligibility list.
All appointments are subject to the successful completion of background investigation including LIVESCAN fingerprinting, and will be required to submit verification of the legal right to work in the United States. Qualification by a medical examination will be required at the time of appointment. After appointment, classified employees must satisfactorily complete a probationary period to be eligible for regular status. In accordance with the Immigration Reform and Control Act of 1986, all new employees must produce proof of eligibility to work in the United States within the first three days of their employment. The City of Escondido participates in E-Verify®.
The Loyalty Oath will be administered to all new employees on their first day of hire. New employees hired into positions that require a driver's license must provide proof of a valid California Driver's License of the appropriate class level on their first day of employment.
Additional information regarding the essential functions and physical, environmental and communication demands of the position may be obtained from the Human Resources Department. If you require reasonable accommodation in the testing process, such as an alternate means of testing, you must contact the Human Resources Department by the final filing date to complete a Request for Reasonable Accommodation form. The provisions of this bulletin do not constitute an express or implied contract. Any provision contained in this bulletin may be modified or revoked without notice.

Note: Pursuant to California Civil Code section 1786.53, the City of Escondido shall provide to all job candidates a copy of any records of arrest, indictment, conviction, civil judicial action, tax lien or outstanding judgment which was obtained in the course of conducting an evaluation for employment, assignment, and/or promotion. A copy of this information, if received by the City, will be given to candidates within seven days of the City's receipt.

Eligible individuals are those who meet the following criteria:

Served in the U.S. armed forces
Received an honorable discharge
Did not retire from military service
Seeking employment with the City of Escondido for the first time.
Guard and Reserve active duty for training purposes does not qualify for veterans' preference. Proof of eligibility (copy of DD-214) must be submitted at time of application, or later if the promulgation of the eligibility list will not be delayed. Veterans' preference credit will only be applied to eligible applicants who attained a passing grade (total score exclusive of credit) on the final open examination.

The City of Escondido is a prominent agricultural, commercial hub and residential center of North San Diego County. Located a short 30-minute drive from the beach, the mountains or downtown San Diego, Escondido residents enjoy the pleasure of a rural lifestyle with all the benefits of suburban living. Escondido is a diverse, vibrant community with many amenities. The city offers attractive homes in a wide range of prices, two lakes, several parks, a sports center, golf courses, restaurants, wineries, shopping centers, a variety of art galleries, entertainment venues, and a state of the art hospital. Established in 1888, the city's rich past brings charm and stability to the community; yet integrated with Escondido's treasured heritage is a progressive future, bright and brimming with promise.

EOE The City of Escondido does not discriminate on the basis of race, color, religion, disability, sex, age, national origin, or sexual orientation. We will attempt to reasonably accommodate applicants with disabilities upon request.