(Duties may vary depending upon work location and assignment.)
 
Provides customer service in a dynamic environment.
 
Communicates with customers over the phone, in person, e-mail and social media, as well as through other emerging communication tools on the behalf of assigned City Department.
 
Receives, prioritizes, and resolves various types of customer feedback, issues and complaints via web-based or Help Desk systems.
 
Researches, reports and recommends solutions to issues and complaints submitted by customers.
 
Responds to customers in a professional and timely manner based onexisting policies and procedures.
 
Assists customers with trip planning by using Google Maps and other computer-based systems. Determines optimum trip and mode of travel between selected origin and
destination, including departure and arrival times, fares, points of transfer, points of
interest, nearest bus stop(s), and walking instructions.
 
Provides information and referral services to customers inquiring about the City of Santa Monica areas of service.
 
References and understands related City's policies, products, programs, communication,
 
tools, and new initiatives when providing customer information.
 
Works with supervisor to record and report discrepencies in customer information technologies.
 
Enters modifies, retrieves and maintains documents. May issue, process and update varous forms and documents required by assigned division or department.
 
Performs sales transactions using a cash register and point-of-sale device. Reconciles cash box and inventory.
 
Logs, processes and reunites customers with Lost and Found items.
 
Assists with the publication of service alerts and schedule changes through social media channels and real-time information systems.
 
Maintains Customer Feedback Database for assigned division and/or department. Prepares and reviews reports on assigned categories in the customer feedback system.
 
Provides support for special programs and may participate in outreach events.
 
Ensures that sufficient supplies of schedules, brochures and/or information sheets are available to the public. Takes phone order requests, and delivers and stocks schedules, brochures and other media at various City locations and public information outlets.
 
Performs special related projects, as requested.
 
Performs other related duties, as assigned.

Knowledge, Abilities, and Skills:
 
Note: The specific knowledge, abilities, or skills and equipment may vary depending on work location and assignment.
 
Knowledge of:
 
Modern office procedures, practices, and equipment.
 
Business English, spelling, punctuation, and grammar.
 
Customer Relationship Management (CRM) or Help Desk-type software.
 
Point-of-sale devices.
 
Basic mathematics.
 
Cash handling techniques.
 
Principles and procedures of case management and recordkeeping.
 
Effective customer service techniques.
 
Ability to:
 
Respond to public inquires, complaints, and requests for help in a professional manner.
 
Communicate effectively, both orally and in writing.
 
Follow written and oral instructions.
 
Interpret documents regularly utilized by assigned division or department, such as brochures, schedules, maps and websites.
 
Operate a variety of office equipment.
 
Demonstrate physical dexterity, and lift objects of up to 25 lbs.
 
Complete basic mathematical computations.
 
Exercise discretion in assisting customers with challenging cases/situations.
 
Identify, troubleshoot and seek appropriate assistance resovling issues with customer information technology cash registers and point-of-sale devices, telephone devices, and other tools used.
 
Provide effective customer service.
 
Establish and maintain effective and cooperative working relationships with City employees and the general public.
 
Document and learn new procedures.
 
Empathize and remain positive when serving customers and working with colleagues.
 
Learn and use applicable-software applications.
 
Work independently and in a team environment.
 
Skill in:
 
Reading, writing, and communicating at an appropriate level.
 
Working effectively with persons from diverse social, cultural and economic backgrounds.
 
Using a smartphone, personal computer and applicable software applications.
 
Corresponding with colleagues and customers via e-mail and instant messaging solutions.
 
Handling cash.
 
Education, Training, and Experience:
 
Graduation from high school or the equivalent.  Completion of 30 semester units of college level or vocational school coursework in business English, mathematics or a related field is desirable.
 
Two years of recent, paid work experience performing customer service duties, which includes handling routine and escalated customer complaints from the public in writing and by phone. Recent paid experience with using automatic call distribution telephone systems and web-based Customer Relationship Management (CRM) or Help Desk type software and corresponding with customers in person and via social media are desirable. One year of experience working in an office setting or in a retail environment is desirable. Bilingual proficiency in Spanish is desirable.
 
Licenses and Certificates:
 
None. 

• Written Examination: 100%