Manteca City Council
September 21, 2026

City of Manteca

SENIOR CUSTOMER SERVICE REPRESENTATIVE
Class Spec Code ### Established Date 07/01/2002
Occupational Group Technical and
Support Services
Association (TSS)
Revision Date
FLSA
September 2026
Non-Exempt

DEFINITION
Under direction, leads, oversees, reviews, and participates in the work of staff performing customer service functions including account processing and recordkeeping; reviews, sets up, adjusts, and processes customer accounts; generates, reviews, and sends accurate customer bills for services; provides first point of contact for escalated customer calls related to difficult or special handling issues; performs related duties as assigned.

SUPERVISION RECEIVED AND EXERCISED
Receives direction from assigned supervisory or management personnel. Exercises technical and functional direction over and provides training to lower-level staff.

CLASS CHARACTERISTICS
This is the advanced journey and/or lead level classification in the Customer Service Representative series responsible for performing the most complex work assigned to the series. Incumbents regularly work on tasks which are varied and complex, requiring considerable discretion and independent judgment, and, for lead positions, provide lead direction to a work unit of lower-level staff. Positions in the classification rely on experience and judgment to ensure efficient and effective servicing function of the assigned program area. Assignments are given with general guidelines and incumbents are responsible for establishing objectives, timelines and methods to deliver services.

Work is typically reviewed upon completion for soundness, appropriateness, and conformity to policy and requirements.

REPRESENTATIVE DUTIES- FINANCE
Essential Duties:

Management may amend duties pursuant to the Americans with Disabilities Act (ADA) so qualified employees can perform the essential functions of the job.  Leads, oversees, reviews, and participates in the work of staff performing customer service functions including account processing and recordkeeping; assumes responsibility for the workflow of an assigned work unit by making work assignments, ensuring work is consistent with quality standards, and timeline expectations are met.

ATTACHMENT 8
Senior Customer Service Representative

 Performs the more complex work assignments for the classification series for which there are little or no directly related policies, procedures, or past practice which requires the exercise of independent judgment and discretion in establishing work plans, identifying resources, and completing assignments.  Provides input for personnel decisions such as performance evaluations, promotions, hiring, and disciplinary actions.
 Receives, processes, and ensures proper account payments, refunds, and transfers, name and address changes, and cash transactions.
 Reviews, sets up, adjusts, and processes customer accounts; sets up appropriate billing (e.g., sewer) from other departments; reviews and approves bank drafts and account changes (e.g., name, address, meter changes); processes delinquent turnoffs on accounts with overdue bills and re-establishing services when payments are received; determines customer eligibility for adjustments and/or credits (e.g., senior discount) based on City policies; processes refunds, returned payments, and/or adjustments as appropriate.
 Generates, reviews, and sends accurate customer bills for assigned services including solid waste tonnage statements and follow up notices as appropriate.  Reviews and generates service work orders including solid waste work orders for field staff to collect data and assess and resolve related issues; assigns routes to appropriate staff (e.g., meter readers).
 Downloads and audits information related to water usage; reviews files and information for anomalies and to ensure accuracy; follows up and resolves issues as appropriate.
 Provides first point of contact for escalated customer calls related to difficult or special handling issues; responds to and resolves a variety of inquiries, correspondence, and complaints.
 Retrieves, deposits, balances, and secures cash in the appropriate vault; assists related staff as needed.
 Maintains customer files and records; accurately enters, reviews, and updates customer account information in the City’s computerized system.  Ensures staff observe and comply with all City and mandated safety rules, regulations, and protocols.
 Performs other duties as assigned.

REPRESENTATIVE DUTIES – SOLID WASTE
Essential Duties:

Management may amend duties pursuant to the Americans with Disabilities Act (ADA) so qualified employees can perform the essential functions of the job.  Serves as the lead liaison between Solid Waste operations and customer service; handles escalated service issues related to residential/commercial collection, service schedules, missed pickups, overflows, contamination notices, and special requests.

Senior Customer Service Representative

 Generates, reviews, and releases solid waste tonnage statements, follow-up notices, and related billing; audits route and service data for accuracy prior to billing.  Oversees daily route coordination using dispatch/tracking systems; directs real-time adjustments due to traffic, weather, equipment breakdowns, or access constraints; prioritizes recoveries and ensures completion.
 Reviews and approves solid waste service work orders; coordinates field activities to collect data, correct service levels, container sizing, and address service anomalies; documents findings and resolutions.
 Analyzes route performance, service completion, and driver activity; prepares logs and reports on incidents, delays, contamination events, and chronic service issues; recommends process improvements.
 Coordinates with drivers, supervisors, maintenance, and operations personnel to resolve escalated issues and to ensure adherence to safety protocols, City policies, and applicable regulations.
 Leads facility-related coordination for vendor communications, maintenance requests, and repair scheduling to minimize service disruptions.
 Maintains accurate records of service requests, route adjustments, customer interactions, and operational issues; ensures data integrity in dispatch and customer systems.
 Provides training and guidance to front-line staff on Solid Waste procedures, communication standards, and documentation requirements.  Ensures staff observe and comply with all City and mandated safety rules, regulations, and protocols.
 Performs other duties as assigned.

REPRESENTATIVE DUTIES – RECREATION
Essential Duties:

Management may amend duties pursuant to the Americans with Disabilities Act (ADA) so qualified employees can perform the essential functions of the job.  Leads front-desk operations for Recreation Services, including the Senior Center; oversees reception, phones, and written communications; ensures professional, timely responses to program, event, facility rental, and senior services inquiries.  Manages escalated patron issues and special-handling situations; ensures accurate registration, fee processing, refunds, and revenue reconciliation within the City’s recreation management systems.
 Oversees scheduling and coordination of programs, classes, events, room reservations, instructor calendars, and facility logistics; ensures materials, equipment, and spaces are prepared for scheduled use.
 Audits participant databases, attendance logs, volunteer records, waivers, and program documentation for completeness and accuracy; produces operational and revenue reports for management.
 Provides advanced information regarding program schedules, eligibility requirements, fees, policies, and facility usage guidelines; ensures consistent application of rules and procedures.
 Trains and mentors front-desk staff and volunteers on customer service standards, system workflows, cash handling, and documentation practices; provides input on performance and staffing needs.
 Maintains organized reception areas, distributes program materials, updates forms and supplies, and ensures current information is available to the public.

Senior Customer Service Representative

 Coordinates with recreation staff, instructors, volunteers, and other City departments to resolve conflicts, optimize scheduling, and deliver high-quality recreation and senior services.
 Ensures staff observe and comply with all City and mandated safety rules, regulations, and protocols.
 Performs other duties as assigned.

QUALIFICATIONS
Knowledge of:
 Principles of providing functional direction and training to assigned staff.  Principles and practices of leadership.
 Water meters and distribution systems as they relate to customer service.  Basic mathematics.
 Principles and practices of record keeping.
 Principles and techniques for working with groups and fostering effective team interaction to ensure teamwork is conducted smoothly.
 Techniques for effectively representing the City in contacts with governmental agencies, community groups, and various business, professional, educational, regulatory, and legislative organizations.
 Recent and on-going developments, current literature, and sources of information related to the operations of the assigned division.
 Methods and techniques of preparing technical and administrative reports, and general business correspondence.
 City and mandated safety rules, regulations, and protocols.  Techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors, and City staff.
 The structure and content of the English language, including the meaning and spelling of words, rules of composition, and grammar.
 Modern equipment and communication tools used for business functions and program, project, and task coordination, including computers and software programs relevant to work performed.

Ability to:
 Plan, organize, and coordinate the work of assigned staff.  Effectively provide staff leadership and work direction.  Analyze customer issues, evaluate alternatives, and develop sound conclusions and recommendations.
 Receive, balance, and accurately process customer account transactions.  Effectively and courteously receive and respond to a variety of customer inquiries and complaints.
 Maintain accurate logs, records, and written reports of work performed.  Make accurate arithmetic computations.
 Understand, interpret, and apply all pertinent laws, codes, regulations, policies and procedures, and standards relative to the work performed.

Senior Customer Service Representative

 Effectively use computer systems, software applications relevant to work performed, and modern business equipment to perform a variety of work tasks.  Communicate clearly and concisely, both orally and in writing, using appropriate English grammar and syntax.
 Use tact, initiative, prudence, and independent judgment within general policy and procedural guidelines.
 Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

Education and Experience:

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

Education:
 Equivalent to completion of the twelfth (12th) grade.

Experience:
 Three (3) years of increasingly responsible clerical support or customer service experience involving a high level of public contact, or two (2) years of increasingly responsible experience equivalent to the City’s Customer Services Representative classification.

Licenses and Certifications:
 None.

PHYSICAL DEMANDS
Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone. This is primarily a sedentary office classification although standing in work areas and walking between work areas may be required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment. Positions in this classification occasionally bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects up to 20 pounds.

ENVIRONMENTAL CONDITIONS
Employees work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures.

Senior Customer Service Representative

WORKING CONDITIONS
City employees are expected to work overtime, weekends, evenings, and holidays as required to accommodate the City’s needs, in addition to responding as a Disaster Services Emergency Worker (California Government Code Section 3100-3109).