Senior Customer Service Representative Department Promotional Only

** This employment opportunity is only open to current City of Oxnard employees in the Finance Department.**

The City of Oxnards Billing & Licensing Division is seeking to hire a Senior Customer Service Representative in the Business Licensing section. The ideal candidate will have strong technical and customer service skills knowledge of standard office practice and procedures and be able to communicate information clearly and concisely with a wide range of individuals. This position will be responsible for handling the more difficult or sensitive customer service problems and customer interactions by phone via email or in person.

What Youll Do:

• Assisting customers through phone calls and email correspondence and being the back-up staff member to assist customers at the front counter when needed.

• Handling the more difficult customer relations situations involving upset and dissatisfied customers requiring a high degree of sensitivity and the use of sound judgment; responding to complaints from customers and the public and taking action to resolve the complaint; responding and monitoring staff responses to correspondence and telephone calls; training and performing lead responsibilities over lower level staff.

• Overseeing and performing the more difficult tasks associated with issuing and collecting billings for the business tax certificate taxes; reviews and audits adjustments to customer accounts; contacting customers regarding delinquent accounts; assisting staff in collections activities; recommending and/or taking action on delinquent accounts.

• Explaining the Citys business tax certificate requirements to customers by telephone email or in person; leading and training staff who assist customers.

• Coordinating activities procedures and processes with other City departments and governmental agencies to ensure effective operations of functions.

• Verifying documentation determining fees collecting payments maintaining records and issuing business tax certificates.

• Researching and assembling information from a variety of sources for preparation of records and reports; making arithmetic or statistical calculations; organizing and maintaining office files and recommending organizational procedural and other changes

• Perform other duties as assigned.

Payroll/Classification Title:Administrative Services Specialist

WORK SCHEDULE:The normal work week is Monday through Thursday 8:00am to 6:00pm and alternating Fridays 8:00am to 5:00pm. Depending on the area of assignment staff may be assigned to a shift that is outside the standard work hours. This position may be required to be available for additional hours in response to peaks in workloads and changes in department needs. The standard work environment varies depending on assignment but is typically either primarily in an office setting or out in the field. 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 resources for more complex requests.

• Thrive in a fast paced environment handling multiple tasks simultaneously.

• Make logical decisions based on knowledge experience and wisdom.

• Demonstrate exemplary communication interpersonal and customer service skills.

• Work well independently with minimal supervision.

• With a high level of detail handle cashiering point of sales payment processing data entry account maintenance and general ledger journal entries for assets liabilities revenues and expenses.

• May provide backup coverage for other department support staff from time to time.

• 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.

• Provides recommendations for improved processes and solutions to customer support issues.

• Compiles data and performs basic analysis; provides specialized account support which may include reviewing account history information resolving discrepancies and/or making adjustments.

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

POSITION SPECIFIC RESPONSIBILITIES MIGHT INCLUDE:

Positions assigned toadministrative supportmay be responsible for:

• Processing complex transactions such as payroll and travel;

• Designing and producing documents and promotional materials;

• Updating websites and/or social media information;

• Preparing and/or processing financial transactions and related reports;

• Setting up and maintaining records management systems;

• Processing applications and/or permits related to assignment;

• Coordinating events and associated logistics;

• Assisting with budget tracking/preparation.

Positions assigned tocustomer servicemay be responsible for:

• Handling escalated inquiries;

• Researching and adjusting account information;

• Calculating and processing refunds;

• Correcting account errors;

• Assisting with training employees;

• Reconciling funds received;

• Transmitting and posting electronic files.

The following are theminimumqualifications necessary for entry into the classification:

EDUCATION AND EXPERIENCE:

• High School Diploma or GED and three (3) years of related experience including one (1) year of advanced fiscal/administrative support experience comparable to an Administrative Services Technician Senior with the City of Oxnard in area of assignment;OR
• Associates degree (or 60 units) in a related field and one (1) year of advanced fiscal/administrative support experience comparable to an Administrative Services Technician Senior with the City of Oxnard in area of assignment

LICENSING/CERTIFICATIONS:

• Must be a current City of Oxnard employee in the Finance Department
  

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

• Bilingual in English and Spanish is desirable

• Some positions may require the possession of or ability to obtain a valid class C drivers license

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 full-time part-time and temporary assignments.There is currently one (1) full-time vacancy within the Billing and Licensing Division.

Selected candidate(s) must pass a thorough background investigation.

UNION MEMBERSHIP:Positions in this classification are represented by theService 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 Citys direct deposit plan and are paid on a bi-weekly basis.

This position requires a 12 month probationary period.

Pursuant to California Government Code Section 3100 all public employees are required to serve as disaster service workers subject to such disaster service activities as may be assigned to them.

EQUAL OPPORTUNITY: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 accommodation 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 no later than the filing 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. you have any questions regarding this recruitment please contact Ashley Costello at .

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.