Customer Service Accounting Technician

The City of Oxnards Finance Department Billing and Licensing Division is seekingtwoCustomer Service Accounting Technicianswith strong customer service technical and leadership skills to join our Customer Service Team. One will specialize in Utility Billing area and the other in Business Licensing area. The ideal candidates will have strong customer service technical analytical and leadership skills knowledge of standard office practice and procedures be able to thrive in a fast-paced environment and be able to communicate information clearly and concisely with a wide range of individuals. These positions will be responsible for handling more complex or sensitive customer service problems and customer interactions by phone via email and in person and will be responsible for handling more complicated customer inquiries producing analytical reports about customer accounts and performing various tasks and assignments to support their supervisors and the Division head.

WHAT OUR TEAM DOES:

The Billing and Licensing Division provides receives and keeps safe all funds received by the City. The Customer Service Team provides information and solution-based actions for Oxnard residential and business customers on the entire spectrum of the City of Oxnards Utility Billing and Business Licensing functions including water wastewater trash collection business tax business permits and collection of payments.

• Researching responding to and resolving customer concerns inquiries requests and complaints related to Utility Billing or Business Licensing in person by phone and via email.

• Handling more complex customer relations situations involving upset and dissatisfied customers demonstrating a high degree of sensitivity proper use of sound judgment calm and professional demeanor; responding and monitoring staff responses to correspondence and telephone calls with customers; training and performing team lead responsibilities over junior staff.

• Overseeing and performing more complex tasks assigned by the supervisor relating to either the Utility Billing area or Business Licensing area. Such tasks include reviewing customer account transaction reports and auditing adjustments to customer accounts contacting customers regarding delinquent accounts monitoring delinquent accounts and write-off accounts according to the City codes.

• Explaining the Citys ordinances and code to customers in person via email and by telephone leading and training junior staff arranging staffs break and lunch schedule to ensure adequate coverage for the front counters.

• Coordinating activities procedures and processes with other City departments and divisions and other government agencies to promote collaboration and ensure effective operations across functions.

• Producing and updating relevant reports verifying required documentation maintaining proper records and assisting information gathering for the annual external audit.

• Researching and assembling information from a variety of sources for preparation of records and reports making arithmetic and statistical calculations organizing and maintaining office files providing analytical reports and comparisons about customer accounts and revenue collection and recommending organizational procedural and other changes to improve quality of customer service and efficiency of operations.

• Taking ownership and accountability in performing other assigned responsibilities from the supervisor and the division head.

DISTINGUISHING CHARACTERISTICS:

This classification is distinguished from the Administrative Services Specialist in that it serves as a subject matter expert in providing specialized paraprofessional functional/program support and may serve as a lead worker or directly supervise the work of others.

SUPERVISION EXERCISED / SUPERVISION RECEIVED:

May serve as a lead worker assigning work and monitoring work completion. Receives general supervision on routine items which are performed according to established standards and procedures and receives specific work instruction regarding non-routine matters and deadlines.

This class specification represents only the core areas of responsibilities; specific position assignments will vary depending on the needs of the Department.

• Provides specialized management service support in assigned functional area or program; coordinates reviews and oversees related work and program activities; may work as a liaison with contracted vendors supporting functional programs. May serve as a lead worker assigning and monitoring work completion.

• Receives and responds to internal and external customer inquiries. Researches analyzes troubleshoots and provides information and support related to functional area or program assignment.

• Coordinates monitors and responds to complex information and record requests; researches related data and information; explains and interprets information related to processes and procedures.

• Prepares maintains and updates system information databases tracking systems logs correspondence and/or other related documents; oversees and provides for the maintenance of files records data and functional/program documentation.

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

EDUCATION AND EXPERIENCE:

• High School Diploma or GED and four (4) years of related experience including two (2) years paraprofessional support experience comparable to an Administrative Services Specialist with the City of Oxnard in field related to area of assignment;OR
• Associates degree (or 60 units) in a related field such as business administration and two (2) years of paraprofessional support experience comparable to an Administrative Services Specialist with the City of Oxnard in field related to area of assignment

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

• Bilingual in English and Spanish is highly desired.

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 are currently two (2) full-time vacancies 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 contactVivian Morales 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.