Customer Service Technician I/II

COUNTY OF LAKE, CA
Published
November 23, 2022
Location
Lake County, CA
Job Type
 

Description

General Recruitment Information

Recruitments for County positions are typically conducted to establish eligibility lists to fill countywide vacancies that occur during the active status of those lists (approximately 3 -12 months). Any person on a promotional eligibility list will be considered first by the hiring department(s) before persons on an open eligibility list.

The County of Lake only accepts applications for permanent positions when actively recruiting. Only online applications are accepted. It is the responsibility of each applicant to review the full job description and requirements.

The County is an Equal Opportunity-Affirmative Action Employer. Veteran's Preference.

To apply for County examinations - All applications for County examinations must be submitted through the County's online application system. A completed Supplemental Questionnaire must be submitted with each online application. All permanent County recruitments will be posted at www.co.lake.ca.us with a link to the online application. The County of Lake reserves the right to limit the number of applications that will be accepted for any open recruitment, and any such limit will be included on the job posting. When a limit is posted, the recruitment is subject to close at any time prior to the final filing date. Completed online application packets must be submitted by the close of business on the date that the recruitment closes. All relevant experience must be included on the application to be considered - resumes and other attached documents will not be used to qualify an applicant. Relevant experience and/or education may be substituted at a ratio of 2 to 1 for the purpose of meeting minimum qualifications and applicants should contact the Human Resources department for details.

Important Notice - The provisions listed on job postings, job descriptions, or other recruitment materials do not constitute an expressed or implied contract. Benefits may vary between bargaining units. Any provisions contained within job postings, job descriptions or other recruitment material may be modified or revoked without notice. All County of Lake applicants who are given a conditional employment offer must comply with the County's pre-employment medical review program before they may be appointed to the County position.

Minimum Qualifications

CUSTOMER SERVICE TECHNICIAN I

Licensing and Certifications:

Possession of, or ability to obtain, an appropriate valid California Driver's License.

Education and Experience:

Two (2) years of full-time experience performing a variety of office and administrative support work, including experience in a position requiring the application of policies and procedures.

CUSTOMER SERVICE TECHNICIAN II

Licensing and Certifications:

Possession of, or ability to obtain, an appropriate valid California Driver's License.

Education and Experience:

Two (2) years of full-time responsible work experience in performing a variety of office and administrative support work comparable to that of a Customer Service Technician I with the County of Lake.

Full Job Description

CUSTOMER SERVICE TECHNICIAN I

DEFINITION
Under direct supervision, learns and performs specialized and technical document processing, record keeping and support work; serves as the primary program support for Special Districts Administration (Special Districts) and customer support; reviews applications or specialized documents and information and assists the public and/or other county staff with ensuring the accuracy and completeness of the information; assists others with understanding of Special District procedures and requirements; provides a variety of information about Special District services and functions; performs technical and office support work; and performs related duties as assigned.

DISTINGUISHING CHARACTERISTICS
This is the entry and first working level in the Customer Service Technician class series. Incumbents perform a variety of specialized document processing duties requiring substantial knowledge of Special District policies, procedures, and requirements related to the extension of water and sewer services, location of service lines, conservation and permit requirements, and construction contract information development in order to respond to a wide range of customer inquiries.

This class is distinguished from Customer Service Technician II because incumbents in this class perform many work assignments in a training and learning capacity.

Positions in the Customer Service Technician series are flexibly staffed. Incumbents may advance to the higher classifications after gaining the knowledge, skill, experience, licenses, and certifications which meet the qualifications for and demonstrating the ability to perform the work of the higher-level class.

SUPERVISION RECEIVED AND EXERCISED
Receives direct supervision from assigned supervisory or management staff, depending on areas of work assignments. Exercises no supervision over staff. May coordinate, train, and/or lead the work of other staff.

EXAMPLES OF ESSENTIAL DUTIES
Class specifications are intended to present a descriptive list of the scope of duties performed by employees in this class and are not intended to reflect all duties performed within the job.

  • Provides Special District customer support, responding to inquiries and providing assistance to the public and/or other County staff.
  • Initiates work orders for sewer tap-ins and water hook-ups.
  • Performs technical support and record keeping work, including the development and maintenance of specialized program records.
  • Prepares and maintains maps and records parcels located within assessment districts, service areas, and waterworks districts; draws parcel segregation and combinations on district assessment diagram maps.
  • Calculates the reapportionment of assessments for segregated or combined parcels and calculates the reapportionment of sewer bonds according to established procedures.
  • Determines the availability of services, computes fees, and collects monies.
  • Coordinates with the Board of Directors/Supervisors and the Office of the Clerk of the Board to arrange public hearings.
  • Prepares a variety of documents, including mainline extension agreements, according to established guidelines.
  • Updates and maintains specialized maps, records, and information in computerized systems and databases; generates reports.
  • Performs special projects.
  • Reconciles information problems and ensures the accuracy of a variety of records.
  • Prepares and submits activity reports and data required by other government agencies.
  • Updates and maintains computerized records and generates reports.

  • Operates a wide variety of standard office equipment, including personal computers.
  • Utilizes a database, spreadsheets, and other special computer software.
  • May balance cash received and verify receipts.
  • May provide lead direction, work coordination, and training, as assigned.
  • Performs related duties as assigned.

MINIMUM QUALIFICATIONS

Knowledge of:

  • Principles and methods of record keeping as well as document acceptance and processing requirements related to Special Districts.
  • Standard policies, laws, rules, and regulations impacting the operations, transactions, and functions of Special Districts.
  • Customer service principles and techniques.
  • Cartography.
  • Account and statistical recordkeeping.
  • Modern office methods and procedures.
  • Good public relations techniques.
  • File maintenance and information retrieval systems.
  • Proper English usage, spelling, grammar, and punctuation.
  • Basic mathematics.
  • Principles of lead direction, work coordination, and training.
  • Written and oral communications skills.
  • Computers and software programs (e.g., Microsoft software applications) to conduct research, assess information, and/or prepare documentation.
  • Principles and techniques for working with groups and fostering effective team interaction.

Ability to:

  • Perform a wide variety of specialized technical program and services support work for Special Districts.
  • Perform specialized statistical, document processing, and recording work related to Special Districts.
  • Provide work coordination, training, and lead direction for other staff.
  • Read, interpret, and apply a variety of County and department policies, procedures, and regulations applicable to the functions and services of Special Districts.
  • Read and interpret maps, drawings, and property documents.
  • Deal tactfully and courteously with the public, representatives of other agencies, and other county staff when explaining the functions, requirements, and policies of Special Districts.
  • Accurately maintain and update a variety of records and information systems.
  • Gather, organize, analyze, summarize, and present data and information.
  • Make mathematical calculations quickly and accurately.

  • Type or use word processing software at an acceptable speed to meet production requirements.

  • Regularly work well under pressure, meeting multiple and sometimes conflicting deadlines.
  • Communicate clearly and concisely, both orally and in writing.
  • Utilize a computer, relevant software applications, and/or other equipment as assigned to perform a variety of work tasks.
  • Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

Licensing and Certifications:

Possession of, or ability to obtain, an appropriate valid California Driver's License.

Education and Experience:

Two (2) years of full-time experience performing a variety of office and administrative support work, including experience in a position requiring the application of policies and procedures.

CUSTOMER SERVICE TECHNICIAN II

DEFINITION
Under direct supervision, performs the most the full range of specialized and technical document processing, recordkeeping and support work; serves as the primary program support for Special Districts Administration (Special Districts) and customer support; reviews applications or specialized documents and information and assists the public and/or other county staff with the accuracy and completeness of the information; assists others with the understanding of Special District procedures and requirements; provides a variety of information about Special District services and functions; performs advanced technical and office support work; and performs related duties as assigned.

DISTINGUISHING CHARACTERISTICS
This is the journey level class in the Customer Service Technician series. Incumbents perform a variety of complex, specialized document processing work requiring substantial knowledge of the policies, procedures, and special requirements of Special Districts, including extension of water and sewer services, locating service lines, conservation and permit requirements, construction contract information development, and responding to a wide range of customer inquiries.

SUPERVISION RECEIVED AND EXERCISED
Receives direct supervision from supervisory and/or management staff, depending on areas of work assignments. Exercises no supervision over staff. May coordinate, train, and/or lead the work of other staff.

EXAMPLES OF ESSENTIAL DUTIES
Class specifications are intended to present a descriptive list of the scope of duties performed by employees in this class and are not intended to reflect all duties performed within the job.

  • Provides Special District customer support, responding to inquiries and providing the more in-depth and specialized assistance to the public and/or other County staff regarding Special Districts.
  • Initiates work orders for sewer tap-ins and water hook-ups.
  • Performs complex technical support and record keeping work, including the development and maintenance of specialized program records.
  • Prepares and maintains maps and records parcels located within assessment districts, service areas, and waterworks districts.
  • Calculates the reapportionment of assessments for segregated or combined parcels and calculates the reapportionment of sewer bonds according to established procedures.
  • Determines the availability of services, computes fees, and collects monies.
  • Coordinates with the Board of Directors/Supervisors and the Office of the Clerk of the Board to arrange public hearings.
  • Prepares a variety of documents, including mainline extension agreements, according to established guidelines.
  • Updates and maintains specialized maps, records, and information in computerized systems and databases.
  • Draws parcel segregation and combinations on district assessment diagram maps.
  • Performs special projects.
  • Reconciles information problems and ensures the accuracy of a variety of records.
  • Prepares and submits activity reports and data required by other government agencies.
  • Updates and maintains computerized records and generates reports.
  • Operates a wide variety of standard office equipment, including personal computers.
  • Utilizes a database, spreadsheets, and other special computer software.
  • May balance cash received and verify receipts.
  • May provide lead direction, work coordination, and training, as assigned.
  • Performs related duties as assigned.

MINIMUM QUALIFICATIONS

Knowledge of:

  • Principles and methods of account and statistical recordkeeping as well as document acceptance and processing requirements related to Special Districts.
  • Comprehensive policies, laws, rules, and regulations impacting the operations, transactions, and functions of Special Districts.
  • Customer service principles and techniques.
  • Cartography.
  • Modern office methods and procedures.
  • Advanced public relations techniques.
  • File maintenance and information retrieval systems.
  • Proper English usage, spelling, grammar, and punctuation.
  • Basic mathematics.
  • Principles of lead direction, work coordination, and training.
  • Written and oral communications skills.
  • Computers and software programs (e.g., Microsoft software applications) to conduct research, assess information, and/or prepare documentation.
  • Principles and techniques for working with groups and fostering effective team interaction.

Ability to:

  • Perform a wide scope of complex and specialized technical program and services support for Special Districts.
  • Perform the most complex and specialized statistical, document processing, and recording work related to Special Districts.
  • Provide work coordination, training, and lead direction to other staff.
  • Read, interpret, and apply a variety of rules, regulations, and policies related to functions and services of Special Districts.
  • Deal tactfully and courteously with the public and other staff when explaining the functions, requirements, and policies of Special Districts.
  • Read and interpret maps, drawing, and property documents.
  • Accurately maintain and update a variety of records and information systems.
  • Gather, organize, analyze summarize and present data and information.
  • Make mathematical calculations quickly and accurately.
  • Type or use word processing software at an acceptable speed to meet production requirements.
  • Regularly work well under pressure, meeting multiple and sometimes conflicting deadlines.
  • Communicate clearly and concisely, both orally and in writing.
  • Utilize a computer, relevant software applications, and/or other equipment as assigned to perform a variety of work tasks.
  • Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

Licensing and Certifications:

Possession of, or ability to obtain, an appropriate valid California Driver's License.

Education and Experience:

Two (2) years of full-time responsible work experience in performing a variety of office and administrative support work comparable to that of a Customer Service Technician I with the County of Lake.

WORKING CONDITIONS, ADA, AND OTHER REQUIREMENTS
The County of Lake is an equal opportunity employer and will comply with its obligations under the law to provide equal employment opportunities to qualified individuals with disabilities. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Incumbents generally work in a typical office environment with adequate light and temperature. There may be occasional exposure to extreme temperatures, loud noise, fumes, noxious odors, dust, mist, gases, and poor ventilation; underground, confined, or restricted workspaces; and heights more than five stories above ground level. Incumbents may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures.

Positions in this class typically require: sitting, stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, talking, hearing, seeing, and repetitive motions.

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Light Work: Exerting up to 25 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for light work.

A successful candidate will be required to submit to and pass a background check prior to the appointment. Depending upon the position and/or assigned department, the background check may include but is not limited to civil and criminal history check, reference check, Live Scan, and/or credit check (as allowed under state law).

Positions in this class may require local and statewide travel, as necessary.

Disaster Service Workers: As members of the County of Lake Emergency Services Organization, all Lake County employees are designated as Disaster Service Workers during a proclaimed emergency and may be required to perform certain emergency services at the direction of the department and / or County.

The contents of this class specification shall not be construed to constitute any expressed or implied warranty or guarantee, nor shall it constitute a contract of employment. The County of Lake assumes no responsibility beyond the general accuracy of the document, nor does it assume responsibility for any errors or omissions in the information contained herein. The contents of this specification may be modified or revoked without notice. Terms and conditions of employment are determined through a "meet and confer" process and are subject to the Memorandum of Understanding currently in effect.

RETIREMENT - County employees are members of the California Public Employee Retirement system (CalPERS).CalPERS provides a defined benefit pension at retirement for County employees.The pension formulas and employee contribution amounts may vary by bargaining unit, date of hire, prior qualifying service, and classification. Please contact Human Resources for more information.

HEALTH AND INSURANCE BENEFITS - Medical, dental, hospital, vision, life and disability coverage is available to employees and their dependents. The County contributes $1,000 of the monthly premiums for the insurance plan options.

VACATION ACCRUAL may be adjusted for current city or county government employees.

VACATION - 80 hours per year during the first five years of service, 120 hours per year after five years, and additional accruals based on years of service beyond fifteen years. Pro-rated for part-time employees.

SICK LEAVE - Accrues at a rate of 96 hours per year. Pro-rated for part-time employees.

HOLIDAYS- An average of twelve paid 8-hour holidays per year. Pro-rated for part-time employees.

SALARY - Lake County has an adopted salary schedule. The salary range for most classifications is in five increments with a provision for longevity increases. Appointments are normally made at the first step of the salary range.

SOCIAL SECURITY - County employees participate in Social Security.

CALIFORNIA STATE DISABILITY INSURANCE - SDI is available to some County employees.

DEFERRED COMPENSATION PLANS and CREDIT UNION MEMBERSHIPS are available to County employees.

Closing Date/Time: 12/5/2022 5:00 PM Pacific

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