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: DWP - Joint
Opening Date: 08/15/2025
Closing Date: Continuous

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:

1. Candidates from the eligible list are normally appointed to vacancies in the lower pay grade positions.
2. 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.
3. 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
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

1. 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.
2. 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. Proficiency in Spanish, Korean, Vietnamese, Chinese, Armenian, Filipino/Tagalog, and Farsi is required for some positions.

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
Applications will only be accepted on-line on the dates listed below:
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. For administrative purposes, filing will close periodically and reopen on the dates noted in the "Application Deadline" section of this bulletin.
In accordance with Civil Service Rule 4.2, all applicants who apply may not be tested in this examination. To meet anticipated hiring needs, only a limited number of qualified applicants will be invited to participate in the selection process in the following order: 1) Applicants currently employed by the City of Los Angeles who meet the minimum requirements, or are on a reserve list; 2) Remaining applicants who meet the minimum requirements in sufficient numbers to meet hiring needs based on a random sampling of those qualified candidates. Applicants not selected to be tested may re-apply in a subsequent filing period in order to be considered for that period's selection process.

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:

1. 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.
2. 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.
3. A final average score of 70% or higher in the interview is required to be placed on the eligible list.
4. You may take the Customer Service Representative multiple-choice test only once every 24 months.
5. Your name may be removed from the open competitive list after six (6) months.
6. Your rank on the employment list may change as scores of candidates from other administrations of the examination are merged onto one list.

Notice:
If you receive and accept an offer of employment to a regular position with the City of Los Angeles, your employee benefit coverage (including health and dental coverage as well as life insurance) will commence approximately six weeks after your original regular appointment. Not all positions in the City receive benefit coverage; you should inquire regarding the availability of employee benefits prior to accepting a position. All City employees are required to be Disaster Service Workers.
THIS EXAMINATION IS TO BE GIVEN ONLY ON

AN OPEN COMPETITIVE BASIS

For additional information and FAQs regarding the City's hiring process, please go to: https://per.lacity.org/faqs/employment-testing-process.html
There are many things to consider in a new employer. Visit the following webpage to view benefits the City of Los Angeles offers its employees:
01

To be PROPERLY AND PROMPTLY notified of the status of my application, I UNDERSTAND that I MUST provide on my City application, the following information:

-Working E-mail address
-Telephone Number
-Official social security number

I UNDERSTAND that I MUST provide a working email address on my application where I will receive notifications regarding the status of my application and the selection process.

I UNDERSTAND that important information regarding the status of my application and the selection process will only be sent via E-MAIL to the email address I provided.

I UNDERSTAND that it is MY RESPONSIBILITY to ensure that the email address I provided is a working email and that I will check my email regularly to ensure I receive any communication as it relates to the examination promptly.

I UNDERSTAND that the City of Los Angeles Personnel Department is NOT RESPONSIBLE for any lost or redirected emails and that it is MY RESPONSIBILITY to add info@governmentjobs.com to my email contact list to avoid email notifications related to this examination from being classified as "spam" or "junk" mail.

• I have read these statements to their fullest and will provide a working e-mail address on my application in order to receive status of my application regarding this examination.

02

I UNDERSTAND that I am required to describe, IN DETAIL, my appropriate qualifying experience in the Work Experience Section of my application.

I UNDERSTAND that, if qualifying with my City experience, that I MUST indicate my appropriate job classification in my work history and NOT ANY WORKING TITLE that I believe is designated to me.

I UNDERSTAND that if I attach a resume and/or cover letter IN LIEU of completing the Work Experience Section, my application is INCOMPLETE and WILL NOT be considered for this examination, and my application WILL NOT be further processed.

In addition to including my qualifying experience, I UNDERSTAND that I should list ALL jobs, regardless of duration, including part-time jobs, military service and any periods of unemployment during my entire work history.

• I have read these statements to their entirety and understand them completely and to their fullest.

03

I am currently:

• A City of Los Angeles employee having received a regular appointment.
• An exempt or emergency City of Los Angeles employee, but have civil service status.
• An exempt or emergency City of Los Angeles employee, without receiving civil service status.
• A City of Los Angeles employee in a temporary training position.
• A City of Los Angeles employee on a part-time basis.
• On a regular reserve list for the City of Los Angeles.
• Not employed with the City of Los Angeles.

04

I have the following amount 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:
IMPORTANT NOTE:
You MUST provide detailed information, including examples of your full-time paid experience in the Work Experience Section of your application. Failure to provide this information may result in your disqualification from this examination.

• 11 months or less
• 12 months or 17 months
• 18 mon