Customer Services Assistant (City Manager's Office, At-Will)

Job Description:

Customer Services Assistant (City Manager's Office, At-Will)

Description

Job Summary

Performs a wide variety of functions associated with customer service, information distribution, and clerical support for the City Manager’s Office. Assists customers by providing information and help with navigating services.

*The current vacancy is a temporary, at-will position assigned to the City Manager's Office. However, the applications screened for this position will be considered for the current temporary vacancy, as well as future permanent vacancies, in the City Manager's Office only. Those successful in the application screening process will be referred to the City Manager's Office for consideration.

Representative Duties

Provides customer service in a dynamic environment.

Communicates with customers over the phone, in person, e-mail and via 311 software, as well as through other emerging communication tools on the behalf of City Manager’s Office.

Receives, prioritizes, and resolves various types of customer feedback, issues and complaints via the 311 web-based system, email or phone calls

Researches, reports and recommends solutions to issues and complaints submitted by customers.

Responds to customers in a professional and timely manner based on existing policies and procedures.

Provides information and referral services to customers inquiring about the City of Santa Monica services.

References and understands related City's policies, products, programs, communication, tools, and new initiatives when providing customer information.

Enters modifies, retrieves and maintains documents. May issue, process and update various forms and documents required by assigned division or department.

Logs, processes and reunites customers with Lost and Found items.

Provides support for special programs and may participate in outreach events.

Ensures that sufficient supplies of schedules, brochures and/or information sheets are available to the public.

Performs special related projects, as requested.

Performs other duties, as assigned.

Requirements

Knowledge of:

Modern office procedures, practices, and equipment

Business English, spelling, punctuation, and grammar

Customer Relationship Management (CRM) or Help Desk-type software

Basic mathematics

Cash handling techniques

Principles and procedures of recordkeeping

Effective customer service techniques

Ability to:

Respond to public inquires, complaints, and requests for help in a professional manner

Communicate effectively, both orally and in writing

Follow written and oral instructions

Interpret documents regularly utilized by assigned division or department, such as brochures, schedules, maps and websites

Operate a variety of office equipment

Complete basic mathematical computations

Exercise discretion in assisting customers with challenging cases/situations

Identify, troubleshoot and seek appropriate assistance resolving issues with customer information in the 311 system,

Provide effective customer service

Establish and maintain effective and cooperative working relationships with City employees and the general public

Document and learn new procedures

Work with persons from diverse social, cultural, and economic backgrounds as well as a variety of work styles, personalities, and approaches

Empathize and remain positive when serving customers and working with colleagues

Learn and use applicable-software applications

Work independently and in a team environment

Skill in:

Reading, writing, and communicating at an appropriate level

Using a personal computer and applicable software applications

Corresponding with colleagues and customers via e-mail and instant messaging solutions

REQUIRMENTS

Education:

Graduation from high school or the equivalent. Completion of 30 semester units of college level or vocational school coursework in business English, mathematics or a related field is desirable.

Experience:

Two years of recent, paid work experience performing customer service duties, which includes handling routine and escalated customer complaints from the public in writing and by phone. Recent paid experience with using automatic call distribution telephone systems and web-based Customer Relationship Management (CRM) or Help Desk type software and corresponding with customers in person are desirable. One year of experience working in an office setting or in a retail environment is desirable. Bilingual proficiency in Spanish is desirable.

Supplemental Information

How to Apply:

Applicants must submit a completed on-line City Application along with any required supplemental application materials with the Human Resources Department by the filing deadline. If you do not submit your on-line application by the filing deadline, you will not be considered for this position. Please note, applications may be rejected if incomplete. Resumes, CVs and cover letters are not reviewed as part of the application screening process.

Selection Process:

All applicants must submit clear, concise and complete information regarding your work history and qualifications for the position. All applications will be reviewed and only those applicants determined to be most qualified on the basis of experience, training and education, as submitted, will be invited to participate further in the selection process.

Background Investigation:

Candidates who have successfully completed all prior phases of the selection process will be subject to a thorough background investigation.

Inclusion & Diversity Statement

The City of Santa Monica is a progressive, inclusive and culturally rich community. As leaders in public service, we strive to be an employer of choice by attracting and retaining a highly talented workforce where people of diverse races, religions, cultures and lifestyles thrive. Our goal is to create a welcoming and inclusive environment where our staff are empowered to perform at their highest level and where their differences make a positive impact.

The City is an equal opportunity employer and strives to build balanced teams from all walks of life without regard to race, color, ethnicity, religion, national origin, age, sex, sexual orientation, gender identity, marital status, ancestry, disability, genetic information, veteran status, or any other status protected under federal, state and/or local law. We aim to create a workplace that celebrates and embraces the diversity of our employees. Join us!

Special assistance with the application and examination process is available, upon request, for persons with disabilities. Call (310) 458-8246, TDD (310) 458-8696 (Hearing Impaired Only).

Please note the request for reasonable accommodations must be made to Human Resources at least three workdays prior to the examination.

The City's liberal fringe benefits for full-time employment include sick leave, holiday and vacation pay, the Public Employees Retirement System, medical, dental and vision insurance, credit union, deferred compensation, tuition reimbursement, Dependent Care Assistance Plan and priority enrollment consideration at Hill & Dale Family Learning Center, Marine Park Child Development Center, and Santa Monica Early Childhood Lab School.

Closing Date/Time: 1/21/2025 5:30 PM Pacific

Salary:

$27.12 - $33.47 Hourly