Customer Service Representative - Bilingual Spanish

at  City of Santa Ana

MINIMUM QUALIFICATIONS

Education and experience equivalent to graduation from high school supplemented by courses in financial record keeping, some experience in general clerical work, and one year in customer service and financial record keeping; or any equivalent combination of education and experience which provides the following desirable knowledge, skills, and abilities.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of: basic record keeping procedures; electronic filing systems; arithmetic; modern office practices, procedures, equipment, and clerical techniques.
Skill in: routine data analysis; the use of clear and effective oral communication and tact when dealing with customers; operation of office equipment, such as personal computers, adding machines, and 10-key devices.
Ability to: Operate MS Outlook, MS Word, MS Excel, and MS Access software up to a beginner’s level of proficiency; make simple arithmetic calculations with the help of a calculator; understand and carry out oral and written instructions; perform assignments without close supervision; learn and explain specific ordinances, regulations, policies and procedures; maintain moderately complex records and prepare reports; operate, close, and balance money registers; make accurate and rapid cash-handling computations and comparisons; communicate effectively, both orally and in writing; establish and maintain effective working relationships with other employees and the general public.
Special Requirement:
Must be bilingual in English AND Spanish.

Under general supervision, performs customer service-related duties in the areas of Municipal Utility Services, Dog Licensing, Business License Tax, Cannabis Tax, Utility Users’ Tax, Hotel Visitors’ Tax, Proactive Residential Enforcement Program (PREP), and Treasury Services. Clerical functions include, but not limited to: electronic document filing, word processing, database input, spreadsheet calculation, and cashiering. Establishes and maintains electronic filing systems. Calculates and summarizes statistical and/or other data. Operates computer-based cashiering system. Maintains supplies. Provides back-up coverage for Information Desk. Performs other functions as assigned. Customer Service Representatives are routinely cross-trained to assist in the Treasury and Customer Service Division’s three City Hall based sections: Municipal Utilities Services, Tax and Licensing, and Treasury Services. Performs other duties as assigned.
When assigned to Municipal Utilities Services, additional functions include, but are not limited to: Receives and processes requests received via phone, fax, email, and walk-in customers to turn on and turn off Municipal Utility Services for water, refuse, sewer, and sanitation services. Answers inquiries in writing, by telephone, or by email regarding sign-ups, account billing and payment histories, high consumption bills, service levels, meter reading, and other customer concerns. Accesses, audits, adjusts, and inputs Municipal Utility Services account information into personal computer. Determines and quotes deposit amounts, investigates requests and makes recommendations for account adjustments, and establishes payment arrangements. Performs various arithmetic and spreadsheet function calculations to verify service charges against water units consumed; issues bills. Researches historical electronic account files for data needed on current accounts. Investigates and confirms property ownership. Performs customer location and skip-tracing. Processes service orders for field personnel. Maintains Paramedic Subscription Program data (performs sign ups, account look ups, subscription stops, and provides general customer information). Supports Parking Citation Program (assists with parking citation inquiries; provides customer service information on how to contest parking citations; provides copies of bills for parking citations to be processed by cashiers.)
When assigned to Tax and Licensing, additional functions include, but are not limited to: Obtains information from Business License Tax applicants and determines applicable tax rates, determines Business Improvement District (BID) charges, establishes Business License Tax accounts, correlates Sales and Use Tax permits, performs tax assessments, and issues bills. Researches, establishes and bills Proactive Residential Enforcement Program (PREP) accounts. Processes and maintains tax reporting and remittance records for Hotel Visitors’ Taxes, Utility Users’ Taxes, Santa Ana Tourism Marketing District, and Cannabis Taxes. Registers Dog Licenses, processes Rabies Certificates, and bills Dog License Accounts; issues tags. Estimates taxes, answer inquiries on disputed bills and assessments, penalties, service levels, and other customer concerns. Prepares and sends correspondence and forms for a wide variety of account and licensing transactions. Performs various arithmetic and spreadsheet function calculations to verify tax and BID Charge assessments; computes multi-year assessments, along with penalty and interest charges; and performs apportionments. Updates and maintains various database programs; researches historical electronic account files for data needed on current accounts. Investigates and confirms property ownership. Performs customer location and skip-tracing.
When assigned to Treasury Services, additional functions include, but are not limited to: Assist public with payments of City bills, taxes, and permits using computer-based cashier system in areas including, but not limited to; payments for Municipal Utility Services, Business License Taxes, Dog Licenses, Hotel Visitors’ Taxes, Utility Users’ Taxes, Santa Ana Tourism Marketing District, Cannabis Taxes, Parking Citations, Miscellaneous Accounts Receivables, Planning and Building, and Public Works permits. Makes change and issue receipts. Guards against receipt of counterfeit money and post-dated checks. Balances transactions, cash till, and prepares deposits. Assists with opening of mail and remittance payment processing. Assists internal customers with transactions and petty cash. Answer telephones and directs calls to appropriate persons; provides general information to customers. Researches and tracks collection of returned checks for Non-Sufficient Funds and Stop Payments. Performs various arithmetic and spreadsheet function calculations for purposes of reconciliations, apportionment of permit fees, preparing of consolidated deposits, and electronic reporting.