Customer Service Representative

With supervisor approval, incumbents may be eligible for intermittent remote work; however, they must physically reside within the Sacramento region or have the ability to regularly report to a City of Sacramento physical worksite with little notice.

This position supports the Rental Housing Inspection Program (RHIP) by providing front-line customer service and administrative assistance related to registrations, inspections, billing, and program compliance. This position processes a high volume of registration forms, customer communications, returned mail, and maintains accurate ownership and contact information in multiple systems. The position responds to inquiries by phone, email, and in person, assisting customers with program requirements, scheduling needs, and documentation.

It also supports inspection operations, outgoing mail production, and public counter services to ensure efficient RHIP workflows and timely processing of program activities.

The ideal candidate will be an organized and customer-focused individual who communicates clearly across phone, email, and in person interactions. They will work efficiently in a fast-paced environment, managing registrations, returned mail, and data updates with accuracy. The ideal candidate will learn new systems quickly, use good judgment when assisting a diverse range of customers, and adapt well to changing procedures and priorities.

To perform a variety of record keeping, general clerical, transaction processing, and public contact and customer service work over the telephone and at a public counter; and direct information requests according to established standards and procedures.

• Perform a variety of duties, including typing, proofreading, billing, checking, filing, record keeping, sorting and retrieving documents and records, mail/correspondence, maintaining alphabetical, index, and cross-reference files; folds, staples stuffs and binds a variety of materials for bulk mailings; maintain general mailing lists, registration and other information.
• Represent the City and the department to the public, callers, and visitors in a professional and effective manner over the telephone and at a public counter; take and respond to a high volume of phone calls; follow general customer service policy and procedure; may act as receptionist; provide information on department and division policies and procedures.
• Receive and respond to customer inquiries; screen calls, take messages and complaints, refer customers to appropriate persons regarding services and accounts, and department business lines, including fees, licenses, permits and billing information; provide follow-up on inquiries from the public or staff; and refer or assist in the resolution of problems.
• Utilize various systems to locate information, retrieve, research and review; find out the status of accounts and conditions; create or make adjustments to service requests.
• Create or make adjustments on property/parcels; research and verify correct lot splits, lot mergers, and lot line adjustments; update accounts to provide accurate billing information; update systems and run reports of various computer systems; research and establish correct ownership, change ownership information and deed date; generate inspections; process service records and repair orders received from field crews.
• Operate 2-way radio or other telecommunication device; perform non-safety radio dispatch in order to dispatch field staff, equipment or vehicles to locations as needed; prioritize calls; and obtain and record information and keep radio contact with field personnel.
• Receive payments, make change, issue receipts and print-out account statements for permits, licenses, citation transactions, taxes and service accounts; issue, receive, type and process various applications, license, permits and other forms; input debit applications and cancellation information to customer accounts; issue refunds, notices and other related documents and information within established procedures; and update service accounts, permit, license and citation information systems.
• Receive, open and process mail containing fees for various City services, including licenses, permits, citation payments, and utility payments; process outgoing correspondence and credit card payments.
• Gather information from customers and complete appropriate property/parcel forms necessary to establish and stop services; adjust and reconcile records and billing as necessary to reflect changes in service; verify accuracy, waive penalties, and may perform collection efforts on delinquent accounts for City services, fees, licenses, permits and taxes.
• Operate standard office equipment such as telephone, calculator, typewriter, teletypewriter (TTY)/ telecommunications device for the deaf (TTD), personal computer, facsimile machine, microfiche and microfilm readers, remittance processors, money counting machines, electronic cash registers, adding machine, and other…