Public Service Representative

City of Oakland, CA - Oakland, CA4.3

Full-time
The Position
The City of Oakland is currently recruiting to fill three Public Service Representative vacancies. One vacancy is located in the Oakland Public Works(OPW) and Department of Transportation(DOT) Call Center, and two vacancies are in the Planning & Building Department's Bureau of Building, Permit Inspections and Code Enforcement Services Unit.

Under general supervision, the Public Service Representative responds to concerns from the public regarding service delivery; serves as the front-line support provider responding to questions from the public, complaints or compliments regarding services supplied by a City agency or department in a timely manner; utilizes an automated service directory in responding to the public; maintains records and survey data summarizing client responses; utilizes personal computer for word processing of forms, letters, memorandums and reports; retrieves information from a mainframe computer system; and performs related duties as assigned.

The Ideal Candidate:
The ideal candidate in the OAK 311 Call Center (OPW/DOT) is experienced with processing routine or urgent service requests ranging from infrastructure, environmental or facility maintenance, engineering, transportation, construction, right of way or parking complaints or other city departments. They must be astute in working with a diverse, well informed public; must be an adept communicator with the keen ability to resolve problems at the lowest level organizationally with professionalism, courteousness and excellence; must have intake experience around infrastructure emergency matters; must demonstrate the ability to operate a hand-held radio and/or dispatch console; and must be able to read maps.

The ideal candidate in the Planning & Building Department's Bureau of Building, Permit Inspections and Code Enforcement Services Unit will have customer service experience, excellent organization skills, be able to communicate effectively, handle multiple assignments, and have experience utilizing Excel and other software.

A Typing Certificate demonstrating proficiency at a rate of 35 net words per minute must be included with your online employment application issued within the last six months (October 5, 2018 - April 5, 2019). Online typing tests or certificates will not be accepted.

This is a public contact position. Although no current vacancies require a specific language, the eligible list may be used to fill future vacancies that may require bilingual skills.

This is a City-wide job classification. The eligibility list established from this recruitment may be used to fill other vacancies that may occur within The City including full-time and permanent part-time positions, if applicable.

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Working for the City of Oakland
Examples of Duties

Duties may include, but are not limited to the following:
Receive and screen visitors and telephone calls regarding services or complaints from the public; provide information to the public, other City departments or City Council regarding services provided by the Agency.
Respond to questions or complaints in a timely manner; refer citizen to appropriate person for action required; interpret City and Agency policies; follow-up to ensure citizen satisfaction with resolution.
Provide support services to agency in solving problems independently, following-up on projects and researching various sources of information; assist in the development of public service policies and procedures; assist in training staff in public service policy interpretation and procedures.
Provide client services to city departments or the public.
Input and retrieve data in an automated system; complete appropriate form and documentation.
Collect fees and process payment.
Operate standard office equipment including automated telephone and TDY phone systems, calculators, photocopiers, personal and on-line computer and typewriters.
Perform a wide variety general administrative support duties including file development, records maintenance, development of computer generated reports, logs, letters, forms and memorandums, maintenance of calendars and reservation systems, routine mathematical calculations, and processing purchase orders.
Minimum Requirements for Application
Any combination of education and experience that is equivalent to the following minimum qualifications is acceptable.

Education:
Equivalent to the completion of two-years of college with a major in business administration or related field. NOTE: Experience may be substituted for education on a year-for-year basis.

Experience:
Three years of progressively responsible experience performing client services or equivalent duties which include heavy public contact.

License or Certificate / Other Requirements:
Proof of the ability to type 35 net words per minute is required for this position (typing certificate must be attached to your online application). Online typing tests or certificates will not be accepted.

KNOWLEDGE AND ABILITIES

Working Knowledge of:
Public service and contact philosophy and techniques.
Computers, various word-processing, spreadsheet and database applications, and personal and on-line information tracking systems.
Modern office methods, telephone systems, equipment and supplies.
English punctuation, syntax, language mechanics and spelling principles and techniques necessary for the persuasive presentation of ideas and concepts both in oral and written formats; editing and proofreading techniques.

Ability to:
Deal tactfully and effectively with a diverse public from a wide variety of socioeconomic backgrounds; resolve problems.
Perform data entry and data control functions in an efficient and effective manner; type accurately; edit and proofread material.
Apply policy and procedures within established guidelines.
Follow both oral and written directions.
TYPING CERTIFICATE NOTICE

A Typing Certificate demonstrating proficiency at a rate of 35 net words per minute must be included with your online employment application. Below are some of the local agencies that offer typing certification. The fees charged for the Certificate vary depending on agency and an appointment is usually required.

Net words per minute shall be determined by subtracting the number of errors from the total words per minute typed. This information must be included in your typing certificate, which must be issued within the last six months (October 5, 2018 - April 5, 2019) and based on a 5-minute or longer typing test. Online typing tests or certificates will not be accepted.

The City of Oakland does not endorse any of the agencies below and you may secure a typing certificate from other agencies not on this list that meet the requirements mentioned above.

Alameda One-Stop Career Center
(College of Alameda Campus)
555 Ralph Appezzato Memorial Parkway, Portable P
Alameda, CA 94501
(510) 748-2208

Berkeley Adult School
1701 San Pablo Avenue
Berkeley, CA 94702
(510) 644-6130

Eden Area Multiservice Center
24100 Amador Street, 3rd Floor
Hayward, CA 94544
(510) 670-5700

America's Ca. Job Center of East Bay Works
4071 Port Chicago Highway #250
Concord, CA 94612
(925) 671-4500

Snelling Personnel Services
2203 Harbor Bay Parkway
Alameda, CA 94502
(510) 769-4400

Various Community Colleges/Adult Schools

This list is meant to assist applicants, but it is not all-inclusive. Please be aware that business locations and phone numbers change periodically. It is the applicant's responsibility to submit a proper typing certificate described in the job announcement.
Supplemental Information
The Selection Process

Stage I: The first stage in the selection process may consist of a review of each applicant employment application, typing certificate, and supplemental questionnaire for minimum qualifications (weighted pass/fail). Applications submitted without all required materials will not be given further consideration.

Stage II: The second stage may consist of subject matter experts evaluating and rating the completed supplemental questionnaires. Applicant responses to the supplemental questions must demonstrate the knowledge, skills and abilities listed in the qualifications section of this announcement. The evaluation of supplemental questions may be weighted 100% of an applicant score (before residency and/or veteran points) and may determine rank on the eligible list. If a sufficient number of quality application packets are received, the supplemental screening may be followed by a third stage and the most qualified applicants will be invited to the next stage. Meeting the minimum qualifications does not guarantee advancement to Stage III.

Stage III: The third stage may consist of a written examination (weighted 100%) that will test the knowledge, skills and abilities listed in the qualifications section.

The ranked eligible list may be developed directly from the supplemental screening OR the results of Stage III. Candidates must earn a scale score of 70 in this examination process to be placed on the eligible list for employment consideration.

Applicants are required to submit criminal history information upon request after receiving a conditional offer of employment. If the requested information is not furnished in a timely manner, applicants will not qualify for further consideration and will be removed from the eligible list.

The City of Oakland reserves the right to modify the selection process as necessary to conform to administrative or business necessity.

How to Apply
Apply prior to the closing time of the job announcement and allow at least two to three hours to submit your application if you are a new user on the system. APPLICATIONS ARE ACCEPTED ONLINE ONLY. You may apply and view current openings by visiting our employment opportunities webpage at: http://agency.governmentjobs.com/oaklandca/default.cfm
If you do not have access to a computer, there are computer stations available at any City of Oakland Public Library. There are also work stations at the Human Resources Management Department, 150 Frank H. Ogawa Plaza, 2nd Floor, Oakland, CA 94612. Work stations are available during regular business hours (normally 9:00 a.m. to 5:00 p.m.).

Our on-line application system is provided by NeoGov. If you have problems while applying online, please contact NeoGov's Live Applicant Support at (855) 524-5627 between 6:00 AM and 5:00 PM Pacific Time, Monday - Friday.

You may also call the City of Oakland Human Resources Management Department during regular business hours at (510) 238-3112 for information; however, we are unable to provide technical support for the online application system.

Date of Examination:
Tentatively Scheduled for the week of April 15, 2019.

The City of Oakland is an EEO/ADA Employer.