CUSTOMER SERVICE REPRESENTATIVE 1230 REV 08/28/25

CUSTOMER SERVICE REPRESENTATIVE

1230 REV 08/28/25

Salary: $66,669.00 - $105,736.00 Annually

Location: CITY OF LOS ANGELES, CA

Job Type: FULL-TIME

Job Number: 1230 O 2025/08/15

C Department: ALL DEPARTMENTS

Opening Date: 08/15/2025

Closing Date: Continuous

Benefits --------

Questions --------

DUTIES ------

• ANNUAL SALARY: $66,669 to $82,810; $71,138 to $88,405; $75,209 to $93,438; $76,086 (flat-rated); $82,141 to $102,040; and $85,127 to $105,736
• NOTES: Candidates from the eligible list are normally appointed to vacancies in the lower pay grade positions. Annual salary is at the start of the pay range. The current salary range is subject to change. Please confirm the starting salary with the hiring department before accepting a job offer.
• For information regarding reciprocity between the City of Los Angeles departments and LADWP, go to http://per.lacity.org/Reciprocity_CityDepts_and_DWP.pdf.

DUTIES (continued) -------------------

• A Customer Service Representative has direct public contact including in-person transactions; use of the telephone and Internet to receive customer requests for service; provide information and respond in writing to customers of the Department of Water and Power regarding accounts and department programs; performs specialized work in various aspects of customer billing and collection of delinquent accounts, including the use of personal computers to make necessary input/adjustment transactions; and does related work.

REQUIREMENT(S)/MINIMUM QUALIFICATION(S) --------------------------------------

• Two years of full-time paid experience processing customer requests for service and providing information to customers regarding accounts or specialized programs either in-person or through the telephone or Internet; or performing specialized work in various aspects of customer billing and collection, including data entry, customer account research and resolution, and the use of personal computers to make necessary input/adjustment transactions.

PROCESS NOTES -------------

• The Customer Contact Center operates 24 hours per day, 7 days per week. Customer Service Representatives may be required to work weekends, holidays, day, night, and early/late morning shifts on an as-needed basis. You will not necessarily be assigned to the shift of your choice. Most positions are located in the Civic Center; however, some positions may also be located in other parts of the City. Some half-time positions will be filled from this examination.
• A valid Class C driver's license issued by the California Department of Motor Vehicles (DMV) is required at the time of appointment. Candidates will not be eligible for appointment to these positions if their DMV record within the last 36 months reflects three or more moving violations and/or at-fault accidents, or a conviction of a major moving violation such as DUI.

SELECTIVE CERTIFICATION ----------------------

• In accordance with Charter Section 1010 (b) and Civil Service Rule 5.31, selective certification will be used for some positions that require special skills and/or training in one or more of the following areas. Only persons possessing the following at the time of filing may be considered for appointment to fill such positions:
• The ability to speak or write a language other than English. Note: Proficiency in Spanish, Korean, Vietnamese, Chinese, Armenian, Filipino/Tagalog, and Farsi is required for some positions.
• I understand the selective certification note above.

SELECTIVE CERTIFICATION (continued) --------------------------------

• For the purposes of selective certification, please respond to the following statement: Other than English, I have the ability to speak or write in the following language(s): Select all that apply to you
• 1. Spanish
• 2. Korean
• 3. Vietnamese
• 4. Chinese
• 5. Armenian
• 6. Cantonese
• 7. Farsi
• 8. Japanese
• 9. Russian
• 10. Other
• 11. This does not apply to me
• If you selected Other in responding to the previous question, please indicate the language you speak or write in the space provided. If this does not apply to you, please enter "N/A."

IMPORTANT NOTES --------------

• I have read the above questions carefully and answered each one accurately. I understand that if I do not provide correct information that my application will be disqualified and will not be considered further for this examination. I understand that if I submit more than one application, my newest application will be considered and all others will be considered duplicates and will not be reviewed. You should include in the work experience section of your application any jobs you wish to be considered as you will be unable to add or change your information after submission.
• Yes, I have read the above statements carefully and understand them to their fullest.

WHERE TO APPLY & APPLICATION DEADLINE --------------------------------------

• Applications will only be accepted on-line.
• When you are viewing the on-line job bulletin of your choice, simply scroll to the top of the page and select the "Apply" icon.
• On-line job bulletins are also available at https://www.governmentjobs.com/careers/lacity.
• NOTE: Applicants are urged to apply early to ensure you have time to resolve any technical issues you may encounter.
• APPLICATION DEADLINE: Friday, August 15, 2025 to Thursday, August 28, 2025
• Additional filing periods may be added based on the City's hiring needs.
• The examination may close without prior notice at any time after a sufficient number of applications have been received. Filing periods may change without prior notice or additional dates may be added, as needed, at a later date.

SELECTION PROCESS -----------------

• Examination Weights: Multiple-Choice Test - Qualifying
• Interview - 100%
• The examination will consist of a qualifying multiple-choice test and a weighted interview.
• In the on-line multiple-choice test, the following competencies may be evaluated: Mathematics; Attention to Detail; Computer Proficiency; Customer Service; and other necessary knowledge, skills, and abilities.
• The qualifying multiple-choice test will be proctored and administered on-line during a single session.
• Candidates invited to participate in the on-line multiple-choice test will be able to take the test from a remote location (i.e. their home) using a computer with a webcam and a reliable internet connection.
• Candidates will receive an e-mail from the City of Los Angeles outlining the dates and specific steps on how to take the multiple-choice test on-line.
• Candidates who do not complete and submit the remote proctored multiple-choice test on-line using a computer by the specified date and time will not be considered further in this examination.
• For candidates who apply between August 15, 2025 and August 28, 2025, it is anticipated that the on-line multiple-choice test will be administered between October 14, 2025 to October 20, 2025.
• Additional job analysis information can be obtained by going to https://per.lacity.org/jobs/job-analyses.cfm and clicking on Competencies under Customer Service Representative.
• FAQs for on-line testing are available at https://per.lacity.org/faqs/employment-testing-process.html.
• Candidates who do not have the required equipment may have the option to take the multiple-choice test onsite at a City facility.
• Passing Score for the Qualifying Multiple-Choice Test
• The passing score for the qualifying written test will be determined by Personnel Department staff after the qualifying multiple-choice test is administered.
• Consideration will be given to the number of candidates taking the test and the existing and anticipated number of vacancies, such that there are a sufficient number of eligibles on the list to satisfy current and future vacancies for the next two years.
• Therefore, the passing score for the qualifying multiple-choice test may be set either at, above, or below 70%.
• Candidates must achieve a passing score on the qualifying multiple-choice test in order to be scheduled for the interview.
• The examination score will be based entirely on the interview.
• In the interview, the following competencies may be evaluated: Judgment and Decision Making; Analytical Ability; Attention to Detail; Stress Tolerance; Customer Service; Credibility; and other necessary knowledge, skills, and abilities.
• Candidates will be notified by e-mail of the date, time, and location of the interviews, which may be held in Los Angeles or on-line.

NOTES ----

• This examination is based on a validation study, and as provided by Civil Service Commission Rule 4.20, the multiple-choice test will not be subject to candidate inspection.
• As a covered entity under the Fair Employment and Housing Act and Title II of the Americans with Disabilities Act, the City of Los Angeles does not discriminate on the basis of disability and upon request, will provide reasonable accommodations to ensure equal access to its programs, services, and activities.
• To request a disability accommodation, please complete the Disability Accommodation Form within 14 calendar days of the submittal of the City application.
• The Disability Accommodation Form can be obtained at http://per.lacity.org/exams/verify_disability.pdf.
• Applications are accepted subject to review to ensure that the minimum qualification has been met.
• Candidates may be disqualified at any time if it is determined that they do not possess the minimum qualification stated on this bulletin.
• A final average score of 70% or higher in the interview is required to be placed on the eligible list.
• You may take the Customer Service Representative multiple