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Home My WebLink About2014-273 1 RESOLUTION NO. 2014-273 2 RESOLUTION OF THE MAYOR AND COMMON COUNCIL OF THE CITY OF SAN BERNARDINO AUTHORIZING A REVISED SENIOR CUSTOMER SERVICE 3 REPRESENTATIVE (U) JOB DESCRIPTION. 4 NOW, THEREFORE, BE IT RESOLVED BY THE MAYOR AND COMMON 5 COUNCIL OF THE CITY OF SAN BERNARDINO AS FOLLOWS: 6 7 SECTION 1: The revised job description for the position "Senior Customer 8 Service Representative (U)," attached hereto as Exhibit "A", is hereby approved. 9 /// 10 /// 11 III 12 /// 13 /// 14 /// 15 /// 16 /// 17 /// 18 /// 19 20 /// 21 /// 22 11/ 23 III 24 III 25 /// 1 2014-273 I RESOLUTION OF THE MAYOR AND COMMON COUNCIL OF THE CITY OF SAN BERNARDINO AUTHORIZING A REVISED SENIOR CUSTOMER SERVICE 2 REPRESENTATIVE (U) JOB DESCRIPTION. 3 4 I HEREBY CERTIFY that the foregoing Resolution was duly adopted by the 5 Mayor and Common Council of the City of San Bernardino at a joint regular 6 meeting thereof, held on the 21st day of July , 2014, by the 7 following vote, to wit: 8 COUNCILMEMBERS: AYES NAYES ABSTAIN ABSENT 9 MARQUEZ x 10 BARRIOS x 11 VALDIVIA x SHORETT x 12 NICKEL x 13 JOHNSON x 14 MULVIHILL x 15 45 iC4 G 16 �� eorgeary/Hanna, y Clerk 17 The foregoing Resolution is hereby approved this Olg.71ot"of 18 2014. 2 I y G ' 19 �e.- R. Carey Day. , Mayor 20 City of San :ernardino Approved as to form: 21 Gary D. Saenz, City Attorney 22 B : , 1 i 46 23 24 25 2 2014-273 jih,--- Al"' EXHIBIT "A" £ . Class Code: 10222 °(`�-OFD ID\•" M/CC Date Updated: January 24, 2011 City of San Bernardino Signature: Director of Human Resources Bargaining Unit: Management/Confidential Class Specification SENIOR CUSTOMER SERVICES REPRESENTATIVE (U) JOB SUMMARY Under general supervision, performs a variety of highly responsible technical and customer service duties in the administration of City business license and registration, transient occupancy and permit programs, by telephone and in person; calculates fees, penalties and adjustments; receives payments, issues licenses, permits, routine to complex customer service provideing information, taking-accepting and referring customer reports and complaints, researching problems, receiving payments and issuing receipts, preparing correspondence to customers and maintaining records; accepts and processes U.S. passport applications as a Certified Passport Agent; and performs related duties as assigned. DISTINGUISHING CHARACTERISTICS Senior Customer Services Representative is an advanced journey-level class in the Customer Service job family. Incumbents provide a variety of services to customers by telephone and in person, in administering the City's business registration and license programs, and operate as a Certified Passport Agent ranging from answering general questions and providing information calculate fees and penalties, accept payments of fees, perform billing and collectionste handling the more complex customer relations situations. Work requires a high degree of interpersonal skill and sensitivity in providing high levels of customer service to a diverse group of customers who are upset or distressed. Work requires learning and applying information on an extensive variety of business types and revenue levels and detailed knowledge of departmental services, programs, policies and procedures applicable to specific job assignments. ESSENTIAL DUTIES AND RESPONSIBILITIES The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude it from the position if the work is similar, related or a logical assignment to this class. 1. Greets customers and answers, screens and transfers calls; interviews and obtains information from customers, analyzes situations and problems and provides information; assists customers in completing forms; refers calls or requests for services outside the City's jurisdiction to other agencies. 2. In person and by telephone, assists customers with a wide variety of business registration and other permit questions and issues; reads business registration applications and interviews customers to determine the type of business license required and the relevant fee structure; explains City prerequisites for the type of business involved; directs customers to other agencies whose approvals are required for business startup; enters data to set up new accounts; calculates fees, penalties and prior year adjustments if involved; accepts and issues receipts for payments received in cash or by check or credit card; balances assigned cash drawer at the end of the day. Senior Customer Services Representative(U)-PROPOSED Page 1 2014-273 EXHIBIT "A" 3. ' - - e--- - ' - -• --- - - ---- -- - •: - ---- - - - records receipts for fees. 3. Explains passport procedures and documentation requirements; reviews identification and documents, accepts and processes applications for U.S. passports, as a Certified Passport Agent; administers necessary oaths or affirmations. Processes business registration renewal payments received by mail; reviews accounts for accuracy; corrects billing errors and closes accounts in the system; returns improperly filed returns; processes payments for transient occupancy_ Accepts and processes third-party claims filed against the City; prepares and maintains records and files applicable to assigned responsibilities; generates daily work activity reports and summaries; conducts special research projects as assigned. Prepares correspondence for the City Clerk and other staff; maintains an inventory of forms, supplies and materials for department use; provides back up for other administrative staff. r} 7 Notarizes documents as required; provides translation services to customers in person and by telephone. GENERAL QUALIFICATIONS Knowledge of: 1. Principles and practices of effective customer service and customer-oriented telephone etiquette. 2. Principles and practices of sound business communication; correct English usage, spelling, grammar and punctuation. 3. Business math. 4. Modern office practices and procedures, including filing and recordkeeping systems. 5. Uses and operations of a computer and standard business software including word processing, spreadsheet and database applications. 6. City codes regulations and rules applicable to determining business registration requirements, and fee amounts, and ordinances and departmental policies, procedures and practices applicable to job assignment. Ability to: 1. Operate a computer and other standard office equipment. 2. Quickly, Eefficiently, courteously and calmly handle customer service requests in person and telephone. 3. Handle tactfully and effectively sensitive customer relations situations and calmly defuse situations that are emotional and volatile. 4. Understand, interpret, explain and apply- complex City codes, regulations and rules regarding business registration and other business licenses/permits. Reach accurateseund decisions in accordance with rules and policies. 5.ft Understand and carry out written and oral instructions. 6.7 Communicate clearly and effectively orally and in writing. Prepare clear, accurate and concise computer entries, records and basic correspondence. 9. Maintain sensitive and confidential information. 10 Use tact, discretion, patience and understanding in dealing with customers and the public. 11. Establish and maintain highly effective working relationships with City staff, customers, the public and others encountered in the course of work. Senior Customer Services Representative(U)-PROPOSED Page 2 2014-273 EXHIBIT "A" MINIMUM QUALIFICATIONS Education, Training and Experience: A typical way of obtaining the knowledge, skills and abilities outlined above is graduation from high school or G.E.D.; and at least three years of progressively responsible customer service experience; or an equivalent combination of training and experience. Licenses; Certificates; Special Requirements: None. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand and walk; talk or hear, both in person and by telephone; and use hands repetitively to operate, finger, handle or feel computers and other standard office equipment; and reach with hands and arms. Employees are occasionally required to lift up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision and the ability to adjust focus. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Employees work in typical office environments where the noise level is usually quiet. 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