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RESOLUTION(ID#3369) DOC ID: 3369 B
CITY OF SAN BERNARDINO—REQUEST FOR COUNCIL ACTION
Personnel
From: Helen Tran M/CC Meeting Date: 07/21/2014
Prepared by: Helen Tran, (909) 384-5161
Dept: Human Resources Ward(s): All
Subject:
Resolution of the Mayor and Common Council of the City of San Bernardino Authorizing a
Revised Senior Customer Service Representative(U) Job Description. (#3369)
Current Business Registration Certificate: Not Applicable
Financial Impact:
No financial impact to update job description.
Motion: Adopt the Resolution.
SYNOPSIS OF PREVIOUS COUNCIL ACTION:
On July 10,2014,the Personnel Committee approved the proposed item and recommended that
the item be forwarded to the Mayor and Common Council for adoption.
BACKGROUND
The City Clerk would like to restore the Passport Acceptance Facility(PAF) in the City Clerk's
Office. When the PAF was operated by the City Clerk, prior to closing in July 2012,these same
services were being offered by the United States Postal Services (USPS). Due to a
preponderance of Passport acceptance facilities, and recognizing a need to reorganize the
department to better use linited resources, the City Clerk chose to close operations. Recently, the
USPS has ceased passport operations in San Bernardino,requiring citizens to go to the USPS
location in Redlands, or to another city. To better serve the community,the City Clerk would
like to restore operations.
To facilitate this request, the City Clerk's Office is requesting that the job description for the
position of Senior Customer Representative (U)be revised to include passport functions as well
as business registration functions.
To ensure that this position is efficient and beneficial to the community at large, the position
requires the duality of processing passports and business registrations daily. This position, as
proposed, will allow dual functionality in the major customer service facets of the City Clerk's
Office.
ANALYSIS
The City Clerk's Office began operating the Passport Acceptance Facility in January 1999 and
continued to do so until July 2012. The office was closed due to a need to make deep cuts and
sacrifices to lower the impact on the City budget. The decision to close the facility was justified
due to a decline in processing, and the availability of these services within others agencies within
Updated: 7/15/2014 by Georgeann"Gigi"Hanna B I �� I r
5.0
3369
the City. The recent decision to restore the PAF was made to not only provide a much needed
and desired service in the city,but to also accommodate our citizens after the closure of other
local processing agencies. By providing this service,we are not only retaining revenue locally,
we are also providing our citizens the convenience of all inclusive services within City Hall.
The proposed job description has been provided to San Bernardino Confidential/Management
Association. To date no opposition has been received.
Staff recommends the adoption of the new job description of Senior Customer Service
Representative (U).
This position is expected to generate$70,000 in revenue annually, which would fully fund this
position and,thereby,justifying its existence.
Updates/Changes per Personnel Committee:
* Add costing info at Step 1
Senior Customer Service Representative (U)
Ce $3,105 x 12 mo. $37,260.00 (Step 1)
Benefits $22,573.12
Total $59,833.12
City Attorney Review:
Supporting Documents:
reso 3369 (PDF)
EXHIBIT A- Senior Customer Service Rep (U).10222 (DOCX)
City Clerk_orgChart2014 (DOC)
Updated: 7/15/2014 by Georgeann"Gigi"Hanna B Packet Pg. 338
1 RESOLUTION NO.
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:
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SECTION 9: The revised ob description for the
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s Service Representative (U)," attached hereto as Exhibit "A", is hereby approved.
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t 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 1 HEREBY CERTIFY that the foregoing Resolution was duly adopted by the
5 Mayor and Common Council of the City of San Bernardino at a
6 meeting thereof, held on the day of 2014, by the
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7 following vote, to wit: L
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8 COUNCILMEMBERS: AYES NAYES ABSTAIN ABSENT d
9 MARQUEZ
10 BARRIOS
11 VALDIVIA
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14 MULVIHILL
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16 Georgeann Hanna, City Clerk
i7 The foregoing Resolution is hereby approved this of CL
2014.
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R. Carey Davis, Mayor
20 City of San Bernardino
Approved as to form:
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21 Gary D. Saenz, City Attorney
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°ry EXHIBIT "A"
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�r►enix�a�° M/CC Date Updated: January 24, 2011 .Z
City of San Bernardino Signature: a
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Bargaining Unit: Management/Confidential
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Class Specification
SENIOR CUSTOMER SERVICES REPRESENTATIVE (U) E
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JOB SUMMARY
Under general supervision, performs a variety of highly responsible technical and customer o
service duties in the administration of City business license and registration transient E
occupancy and permit programs, by telephone and in person; calculates fees penalties and v�
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adjustments; receives payments issues licenses permits
fUnGtieRS iRGludiRg provide+ing-information, taking-accepting and referring customer reports and °
complaints, researching problems, preparing 2-
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correspondence to customers and maintain+ records; accepts and processes U.S. passport
applications as a Certified Passport Agent; and performs related duties as assigned. o
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DISTINGUISHING CHARACTERISTICS
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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 Q
' 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 c
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 N
skill and sensitivity in providing high levels of customer service to a diverse group of customers c
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. a
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ESSENTIAL DUTIES AND RESPONSIBILITIES
The duties listed below are intended only as illustrations of the various types of work that may L
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. d
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1. Greets customers and answers, screens and transfers calls; interviews and obtains N
information from customers, analyzes situations and problems and provides information; ci
assists customers in completing forms; refers calls or requests for services outside the `0
City's jurisdiction to other agencies. C
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2. In person and by telephone assists customers with a wide variety of business T
registration and other permit questions and issues; reads business registration a
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
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involved; directs customers to other agencies whose approvals are required for business k
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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 d
check or credit card; balances assigned cash drawer at the end of the day. E
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Senior Customer Services Representative(U)-PROPOSED Page 1
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EXHIBIT "A"
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EXHIBIT "A"
MINIMUM QUALIFICATIONS >
Education, Training and Experience:
A typical way of obtaining the knowledge, skills and abilities outlined above is graduation N
from high school or G.E.D.; and at least three years of progressively responsible customer a
service experience; or an equivalent combination of training and experience.
Licenses; Certificates; Special Requirements:
None.
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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
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accommodations may be made to enable individuals with disabilities to perform the essential o
functions.
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While performing the duties of this job, the employee is regularly required to sit, stand and walk; c
talk or hear, both in person and by telephone; and use hands repetitively to operate, finger, 2
handle or feel computers and other standard office equipment; and reach with hands and arms. c
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 0
adjust focus.
T 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 o
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. c
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Senior Customer Services Representative(U)-PROPOSED Page 3
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