Senior Customer Service Representative

THE POSITION

5% COLA effective July 2026 This recruitment is being conducted to fill one full-time vacancy. The list established by this recruitment may be used to fill future full-time, part-time, limited term, and temporary vacancies for up to one year.

The City of Vallejo is seeking a Senior Customer Service Representative candidate, as a collaborative member of the City's Finance department. The incumbent in this position will be expected to lead and participate in a variety of complex clerical customer service duties in support of utility services and business license activities, perform a variety of general clerical activities, and respond to requests and inquiries from internal departments, as well as the public.

The ideal candidate for this position will possess superior customer service skills including exercising tact and courtesy in their frequent contact with utility customers and the general public, and will be proficient in Microsoft excel.

THE DEPARTMENT

The Commercial Services division of the Finance Department is responsible for posting and depositing all monies collected within the City. The majority of the payments collected are for water billing and business license services. The Commercial Services division consists of business license, water billing, and meter reading personnel.

THE CITY OF VALLEJO

The City of Vallejo is located in Solano County and has a population of approximately 121,000 residents. Vallejo is a rapidly changing, highly diverse community located midway between the cities of San Francisco and Sacramento. It is a friendly, active waterfront community that attracts innovative, hardworking people and takes great pride in its 148-year history and maritime heritage. Residents of Vallejo are situated to take advantage of the best of what the area has to offer. Golf, museums, performing arts, boutique shopping, brewpubs and a wide selection of restaurants are all available in Vallejo. Residents and visitors alike enjoy Vallejo's delightful historical downtown area, weekly downtown farmer's market, and beautifully restored Victorian homes and business facades. Vallejo is also home to Six Flags Discovery Kingdom, one of America's only combination wildlife, oceanarium and theme parks (driving distance to Napa Valley).

SUPERVISION RECEIVED AND EXERCISED

Receives general supervision from the Customer Service Supervisor.

This class exercises functional and technical supervision and may make and delegate work assignments to assigned clerical staff.

The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.

• Lead, plan, review, and participate in the work of staff responsible for providing customer service for the City in support of water utility and business license activities.
• Train assigned staff in appropriate policies and procedures; direct and monitor the work flow and employee performance; work with employees to correct deficiencies.
• Prepare and review various reports on operations and activities.
• Recommend and assist in the implementation of goals and objectives; establish schedules and methods for providing customer service and cashiering activities; implement policies and procedures.
• Prepare and process a variety of service orders for water utilities. Process applications for new service and termination of service. Process business license applications.
• Receive and process payments through mail, telephone automated service, online, electronic payments and in person; balance daily receipts; prepare bank deposits; Prepare ACH files.
• Perform a full range of customer service duties; provide customer service and assistance to the public; answer phones and cashier; issue refunds; provide general information on departmental and City policies and procedures as required; refer calls to appropriate department personnel.
• Respond to and resolve difficult and sensitive citizen inquiries and complaints; answer customer complaints regarding charges, delinquencies and refunds; identify customer service problems and conduct research to resolve the problem; coordinates with appropriate departments to resolve issues.
• Oversee the collection of delinquent accounts; follow-up with collection agency on issues.
• Perform general clerical support to the supervisor; process personnel paperwork, payroll and purchasing/accounts payable processing; inventory, order and maintain certain office supplies; post cash, adjustments and reverse payments. Create and proofread a variety of documents; receive and sort incoming mail.
• Operate a variety of office equipment; input and retrieve data and text; organize and assist with organizing the storage of documents and maintaining paperwork for offsite storage.
• Perform related duties and responsibilities as required.

Knowledge of:

• Operations, services and activities of a customer service program.
• Customer relations techniques.
• Principles of lead supervision and training.
• Modern office practices, procedures and equipment including a computer.
• Principles and procedures of record keeping.
• English usage, spelling, grammar and punctuation.
• Mathematical principles.

Ability to:

• Lead and participate in the work of customer service clerical personnel.
• Deal tactfully and courteously with the public in answering technical questions and handling difficult complaints.
• Interpret and explain utility policies and procedures.
• Operate a variety of office equipment including a typewriter, calculator and a computer terminal.
• Maintain a variety of records and files.
• Perform varied clerical work.
• Perform mathematical calculations quickly and accurately.
• Perform general clerical work involving the use of independent judgment and personal initiative.
• Understand and carry out oral and written instructions.
• Communicate clearly and concisely, both orally and in writing.
• Establish and maintain effective working relationships with those contacted in the course of work.

Experience and Training Guidelines

Any combination of experience and training that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Experience:
Three years of customer service experience in the utility field including one year of cash handling experience is desirable.

Training:
A High School Diploma or G.E.D.

Working Conditions
Office and inspection site environment; exposure to dust and noise; some climbing, stooping, light lifting and inspecting in confined areas.

The Recruitment & Selection Process

NOTE: If you have problems creating a user account, obtaining your already created account information, or submitting your online application, please contact governmentjobs.com applicant support directly at 855-524-5627. City of Vallejo staff are unable to assist with these issues.