Customer Service Specialist II

Berkeley Public Library - Berkeley, CA3.3


The City of Berkeley is currently accepting applications for Customer Service Specialist II. This position is located in the Finance Department and is responsible for performing a variety of routine to complex customer service functions, which include payment handling and processing, issuing permits and/or licenses, answering customer inquiries at a public service counter and/or over the telephone, and performing related work as assigned.

Typical duties may include:
Transacts and processes payments received and issues receipts to customers using financial software; applies appropriate penalties and interests and provides these to customers;
Receives and processes various applications; issues and/or renews licenses, permits and other forms; validates identification for release of official documents; processes payments for boot and tow, and coordinates vehicle releases;
Inputs updated customer information into the appropriate information management system for billing, notices and/or renewals;
Reconciles daily cash receipts and prepares deposit summaries;
Reviews application forms for completion such as dog licenses, parking permits, business licenses, etc.;
Explains licensing and parking permit rules, forms, and requirements; explains fee structures, and any other administrative rules;
Determines low-income eligibility to pay for outstanding parking citations through community service;
Establishes and maintains cooperative and productive relationships with those contacted during the course of work.

Required Qualifications: Education
Equivalent to graduation from high school. Successful completion of college-level courses in subjects such as accounting, business practices, information technology, psychology, or related subjects is desirable.


Two years of clerical or administrative support experience, one year of which was in a customer service, banking, billing, cashiering, or a public contact environment.
Knowledge and Abilities: Knowledge of: Principles and processes for providing customer and personal services; proper public contact and telephone etiquette; City-wide policies, procedures and ordinances to address questions regarding City services, various permits and licenses; Basic arithmetic, banking procedures and spreadsheet formulas, and their use in the assigned accounting function; Basic financial record keeping procedures and methods; Office practices, procedures and equipment, including filing systems; and Desktop computer applications related to the work such as Word, Excel, Access, Outlook, and other related applications and systems.

Ability to: Provide excellent customer service in a professional and courteous manner and in a fast-paced and high-volume environment; Follow procedures to balance cash register at the end of each business day; maintain and account for cash drawer and daily transaction and report discrepancies; Follow defined policies and guidelines for payment application; Effectively and tactfully solicit information from the public and demonstrate helpfulness in responding to their needs for information and assistance; Communicate effectively, both verbally and in writing, and work with others to assist in developing customer service protocols and implementing new policies and procedures; Interpret and apply City regulations, procedures, and ordinances as applicable to billing, fees, license applications, collections, and other customer service functions; Establish, organize and maintain record keeping systems; Prioritize work, and coordinate several concurrent activities; Understand and follow oral and written directions; Establish and maintain cooperative and effective relationships with those encountered in the course of work; and Proficiently use work-related computer applications such as those of the Microsoft Office Suite, as well as other financial applications, and database management tools.

Application Process: Applicants must submit the following:
All materials must be received in our office no later than the closing date, at 5:00 p.m. PST. Postmarks, faxes and incomplete applications will not be accepted. Resumes are not a substitute for a completed application.

The examination process will consist of:
Review of applications for minimum qualifications for the position and to ensure all materials have been submitted.
Written Exam - Applicants meeting minimum qualifications will be invited to participate in the written examination tentatively scheduled the week of March 18, 2019. The examination will cover elements of the knowledge and abilities identified in this announcement. This is a new exam and therefore candidates will not be eligible for continuous eligibility.
Applicants passing all examination phases will have their names placed on an employment eligible list that hiring department(s) will use to conduct final selection interviews. Hiring Department(s) will contact applicants directly if selected to participate in their hiring/selection process.

Candidates under final consideration for employment with the City should expect to undergo an employment background / reference check that may include, but is not limited to: employment history, confirmation of educational credentials and degrees, licenses including driver's license, registrations, certificates, and other credentials as part of the appointment process. Some positions, depending on the nature of the work, also require a credit check and a review of Summary Criminal History obtained from the State Department of Justice through Live Scan Fingerprinting.

DISCLAIMER: The provisions of this bulletin do not constitute a contract, expressed or implied, and any provisions contained in this bulletin may be modified or revoked without notice. Tests may consist of any combination of written, oral or other exercises or assessment procedures that test content. Components may include, but are not necessarily limited to, typing, math, reading, writing and analytical skills; problem solving ability; computer and software proficiency, or any other job-related knowledge, skill, ability or qualification. The City may, without notice, change or eliminate any particular assessment component or combination of components as needs dictate.

All City employees are required to provide services as Disaster Service Workers in the event of an emergency / disaster.

Exam Access Accommodation: In compliance with local, state and federal laws and regulations, the City of Berkeley will employ and promote qualified individuals without regard to disability. The City is committed to making reasonable accommodations in the examination process and in the work environment. Individuals requesting reasonable accommodations in the examination process must do so no later than the final filing date for receipt of applications, otherwise it may not be possible to arrange accommodations for the selection process. Such requests should be addressed to the Department of Human Resources | (510) 981-6800| | 2180 Milvia Street, 1st Floor, Berkeley CA 94704.

Alternative Application Formats: This application material is available in alternative formats upon request. Alternative formats include audio-format, braille, large print, electronic text, etc. Please contact the ADA Coordinator, 2180 Milvia Street, Berkeley | Phone: (510) 981-6300 | TTY: (510) 981-6347| and allow 7-10 days for production of the material in an alternative format.

The City of Berkeley is an EEO/ADA Employer