CUSTOMER SERVICE REPRESENTATIVE II

Departmental Promotional, Interdepartmental Promotional, Open Competitive

SUPPLEMENTAL QUESTIONNAIRE MUST BE SUBMITTED IN ADDITION TO CITY OF BURBANK APPLICATION

NOTE:  This classification may be assigned to one of the following areas:  Call Center / Credit / Billing / Field Services / Incumbent will rotate among the positions periodically as operational needs dictate.

LAST DATE TO APPLY:  FRIDAY, JULY 18, 2008 

Resumes will not be accepted in lieu of a City of Burbank application.  Applications must be completed, signed and in the City of Burbank's Human Resources Office no later than 5 p.m., on the last date to apply.  Postmark dates are not acceptable.

SALARY:   $3,309 - $4,132/Mo ($19.09 - $23.84/Hr) - Salary includes a net 8% PERS contribution paid for the employee by the City.

DEFINITION OF THE POSITION:
Under direction, to perform a variety of customer service duties and office work of average complexity; and to do related work as required.

ESSENTIAL FUNCTIONS OF THE POSITION:
Greets the public in-person and over the telephone; responds to routine, procedural and directional inquiries and/or refers to proper source of information; performs routine office duties such as operating office equipment; explains standard department procedures, regulations and rates; promotes City programs and services; responds to inquiries regarding billing and payments; makes appropriate payment extensions and payment arrangements; processes paperwork for investigations; quotes standard charges and deposits; accepts and prepares applications and closing orders for electric and water services; determines consumption; hears and reports complaints.

MINIMUM QUALIFICATIONS FOR THE POSITION:
EDUCATION/TRAINING: High School graduation or equivalent and two years of recent experience in customer contact work and/or one year in the operation of data entry equipment.  Type accurately from clear copy at a speed of 35 net words per minute

LICENSE & CERTIFICATES: A valid California Class “C” Driver’s License at time of appointment.  Typing certificate with a speed of at least 35 net words per minute must accompany city application to be considered.

TYPING CERTIFICATE REQUIREMENTS:  TYPING CERTIFICATES MUST BE FROM A GOVERNMENT AGENCY, BUSINESS COLLEGE, TEMPORARY AGENCY, PUBLIC SCHOOL, OR OTHER VERIFIABLE AGENCY AND DATED WITHIN ONE YEAR FROM THE LAST DAY TO APPLY.  NET WORDS PER MINUTE MUST BE STATED ON THE CERTIFICATE.  ONLINE TYPING CERTIFICATES ARE NOT ACCEPTED.

EMPLOYMENT STANDARDS: Knowledge of basic principles of customer service and utility service; modern office methods, procedures, and equipment; general clerical procedures; English usage, spelling, grammar, and punctuation; basic arithmetic; alphabetizing, indexing and filing; municipal organization.  Ability to organize and maintain record keeping systems; understand and interpret written material; operate a variety of office equipment, including word processor and computer terminal; perform assigned office tasks; make calculations rapidly and accurately; understand and carry out oral and written directions; perform basic mathematical computations; communicate effectively, both orally and in writing; understand and explain written material, policies, rules and regulations; operate a data entry device with accuracy and speed; establish and maintain effective working relationships with supervisors, fellow employees and public.

THE COMPETITION FOR THE POSITION:
Applications will be reviewed.  Admission to competitive examination may be limited to those whose applications show the best combination of qualifications in relation to the requirements and duties of the position.  Any part of the examination process may be qualifying only.

ISSUED: July 7, 2008