Classification and Salary: Customer Service Specialist II

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1 Office of the City Manager CONSENT CALENDAR May 12, 2015 To: From: Honorable Mayor and Members of the City Council Christine Daniel, City Manager Submitted by: David Abel, Acting Director of Human Resources Subject: Classification and Salary: Customer Service Specialist II RECOMMENDATION Adopt a Resolution amending Resolution No. 65,375-N.S., Classification and Salary for Service Employees International Union Local 1021 (Maintenance and Clerical Chapter), to establish the classification of Customer Service Specialist II with a monthly salary range of $4,614 - $5,113 effective May 13, FISCAL IMPACTS OF RECOMMENDATION Five employees in the classification of Office Specialist II will be re-classified to Customer Service Specialist II. Re-classifying the five employees into the new classification will cost approximately (salary & benefits) $19,775 in Fiscal Year Funding is included in the FY 2015 budget in the General Fund Budget Code CURRENT SITUATION AND ITS EFFECTS The Human Resources Department and Service Employees International Union (SEIU) Local 1021 (Clerical and Maintenance Chapter) are proposing a new Customer Service Specialist II classification. This joint labor-management recommendation is the result of an agreement reached in the Clerical Classification Committee, which was established in the Memorandum Agreement between SEIU Local 1021 (Maintenance and Clerical Chapter) and the City. The Committee consists of representatives of labor and management, and was established for the purpose of reviewing the existing clerical classification series to determine if the current classification series and the mechanism to advance through the classification series are effective; identifying the differences between classification levels; and reviewing and confirming that positions are correctly classified. The Committee agreed to conduct a classification audit of five Office Specialist II (OSII) incumbents who are working in the Finance Department s centralized customer service counter. The purpose of the audit was to determine if the incumbents are properly classified. The Human Resources Department contracted with Cooperative Personnel 2180 Milvia Street, Berkeley, CA Tel: (510) TDD: (510) Fax: (510) Website:

2 Classification and Salary: Customer Service Specialist II CONSENT CALENDAR May 12, 2015 Services (CPS) to conduct the desk audit. CPS is a public agency that provides a variety of human resource services to non-profit and public-sector clients. The desk audit process included: Reviewing and analyzing the Job Analysis Questionnaire (JAQ) completed by incumbents and appropriate managers in the Finance Department Conducting interviews with the following: Customer Service Supervisor Division Manager Director of Finance OSII incumbents Employee classified as Customer Service Specialist III Analyzing existing City of Berkeley classifications and report findings Making recommendations At the conclusion of the desk audit, CPS recommended that the City establish a new classification that better describes the general function, duties, and responsibilities of the position. After reviewing the study results, the committee is recommending establishing a Customer Service Specialist classification series by adding a new journey-level classification of Customer Service Specialist II, which combined with the existing Customer Service Specialist III and Customer Service Supervisor, will create a series. The proposed classification will be responsible for performing a variety of routine to complex customer service functions, including payment handling and processing, issuing permits or licenses, answering customer inquiries at a public service counter and/or over the telephone, and performing related work as assigned. If the Customer Service Specialist II is approved, staff will re-classify the five incumbents in the Finance Customer Service counter to this classification. In addition, this classification will create a career ladder so that employees may enter the City at a lower-level classification and have a career path through the series as they acquire the necessary knowledge, skills and abilities through training and experience and by accepting changes in job assignments. BACKGROUND The Personnel Board discussed the proposal at its April 6, 2015 meeting and voted, (Roter, Murray, Huynh, Kidd, Vizas, and Wenk Yes; absent Dixon to recommend the following to the City Council: 1. Establish the classification of Customer Service Specialist II, eligible for the overtime provisions of the Fair Labor Standards Act (FLSA) in Representation Unit K1 (Administrative), with a monthly salary range of $4,614 - $4,857 - $5113 effective May 13, 2015

3 Classification and Salary: Customer Service Specialist II CONSENT CALENDAR May 12, 2015 ENVIRONMENTAL SUSTAINABILITY There are no identifiable environmental effects or opportunities associated with the subject of this report. RATIONALE FOR RECOMMENDATION It has been the policy of the City to maintain and revise the classification and salary schedule on a regular basis to accommodate assignment of new duties and responsibilities, reflect programmatic changes, maintain competitive salaries and, when applicable, comply with regulatory requirements. ALTERNATIVE ACTIONS CONSIDERED None CONTACT PERSON Margaret Edwards, Acting Senior Human Resources Analyst, Attachments: 1. Class Specification Customer Service Specialist II 2. Resolution and Exhibit A: Salary Schedule

4 Attachment 1 City of Berkeley Class Code Date: May 2015 CUSTOMER SERVICE SPECIALIST II DEFINITION Under general supervision, performs a variety of routine to complex customer service functions, which include payment handling and processing, issuing permits and/or licenses, answering customer inquiries at a public service counter and/or over the telephone, and performing related work as assigned. CLASS CHARACTERISTICS This is the journey-level in the Customer Service classification series with a primary emphasis and focus on regular in-person and over-the-phone public contact at the City s main public service counter. Incumbents perform a variety of routine to complex customer service including payment processing, issuing various permits and licenses, answering questions, providing information, recordkeeping and cash balancing. Work is performed under guidelines from which to make decisions and with the availability of supervision in non-routine circumstances. This class is distinguished from the Customer Service Specialist III, which is the advanced journey-level class that handles more complex and technical questions and exercises independent judgment in determining appropriate action, and potentially acts in a lead capacity. It is further distinguished from the general administrative support classes by its frequent and on-going interaction with the public, which comprises substantially all of its daily activities. EXAMPLES OF DUTIES The following list of duties is intended only to describe the various types of work that may be performed and the level of technical complexity of the assignment(s), and is not intended to be an all inclusive list of duties. The omission of a specific duty statement does not exclude it from the position if the work is consistent with the class concept, or is similar or closely related to another duty statement. 1. Transacts and processes payments received and issues receipts to customers using financial software; applies appropriate penalties and interests and provides these to customers; 2. Receives and processes various applications; issues and/or renews licenses, permits and other forms; validates identification for release of official documents; processes payments for boot and tow, and coordinates vehicle releases; 3. Inputs updated customer information into the appropriate information management system for billing, notices and/or renewals;

5 4. Reconciles daily cash receipts and prepares deposit summaries; 5. Reviews application forms for completion such as sewer lateral services, dog licenses, parking permits, business licenses, etc. 6. Explains licensing and parking permit rules, forms, and requirements; explains fee structures, and any other administrative rules; 7. Determines low-income eligibility to pay for outstanding parking citations through community service; 8. Establishes and maintains cooperative and productive relationships with those contacted during the course of work; and 9. Performs related duties as assigned. QUALIFICATIONS Note: The level and scope of the knowledge and abilities listed below are related to job duties as defined under Class Characteristics. Knowledge of: 1. Principles and processes for providing customer and personal services; proper public contact and telephone etiquette; 2. City-wide policies, procedures and ordinances to address questions regarding City services, various permits and licenses; 3. Basic arithmetic, banking procedures and spreadsheet formulas, and their use in the assigned accounting function; 4. Basic financial record keeping procedures and methods; 5. Office practices, procedures and equipment, including filing systems; and 6. Desktop computer applications related to the work such as Word, Excel, Access, Outlook, and other related applications and systems. Ability to: 1. Provide excellent customer service in a professional and courteous manner and in a fast-paced and high-volume environment; 2. Follow procedures to balance cash register at the end of each business day; maintain and account for cash drawer and daily transaction and report discrepancies; 3. Follow defined policies and guidelines for payment application; 4. Effectively and tactfully solicit information from the public and demonstrate helpfulness in responding to their needs for information and assistance; 5. Communicate effectively, both verbally and in writing, and work with others to assist in developing customer service protocols and implementing new policies and procedures;

6 6. Interpret and apply City regulations, procedures, and ordinances as applicable to billing, fees, license applications, collections, and other customer service functions; 7. Establish, organize and maintain record keeping systems; 8. Prioritize work, and coordinate several concurrent activities; 9. Understand and follow oral and written directions; 10. Establish and maintain cooperative and effective relationships with those encountered in the course of work; and 11. Proficiently use work-related computer applications such as those of the Microsoft Office Suite, as well as other financial applications, and database management tools. MINIMUM QUALIFICATIONS A TYPICAL WAY OF GAINING THE KNOWLEDGE AND ABILITIES IS: Equivalent to graduation from high school and two years of clerical or administrative support experience, one year of which was in a customer service, banking, billing, cashiering, or a public contact environment. Successful completion of college-level courses in subjects such as accounting, business practices, information technology, psychology, or related subjects is desirable. OTHER REQUIREMENTS Must be able to travel to various locations within and outside the City of Berkeley to meet program needs and to fulfill the job responsibilities. When driving on City business, the incumbent is required to maintain a valid California driver's license as well as a satisfactory driving record. Customer Service Specialist II Classification Code Classification Established May 2015 FLSA Status Non-Exempt Administrative Leave/Overtime Overtime Representation Unit K1 Probationary Period 6 Months Workers Compensation Code 8810

7 Attachment 2 RESOLUTION NO. ##,### N.S. CLASSIFICATION: CUSTOMER SERVICE SPECIALIST II WHEREAS, the Human Resources Department maintains the Classification and compensation plan for the City of Berkeley; and WHEREAS, a Labor-Management Clerical Classification Committee was established in the Memorandum Agreement between the City and Services Employees International Union, Local 1021 (Maintenance and Clerical Chapter); and WHEREAS, the Labor-Management Clerical Classification Committee have completed a classification review, and recommended establishing the Customer Service Specialist II classification; and WHEREAS, the Personnel Board recommended on April 6, 2015 to establish the classification of Customer Service Specialist II non-exempt from the overtime provisions of the Fair Labor Standards Act (FLSA) and in Representation Unit K1 represented by Service Employees International Union Local 1021, effective May 13, NOW THEREFORE, BE IT RESOLVED by the Council of the City of Berkeley that Resolution No. 65,375-N.S., Classification and Salary Resolution for Service Employees International Union Local 1021 (Maintenance and Clerical Chapter), is amended to establish the Customer Service Specialist II, with salary ranges as shown in Exhibit A, effective May 13, 2015.

8 Exhibit A Salary Schedule Job Code Unit Class Title FLSA A B Steps C D E Effective Date K1 Customer Service Specialist II N $4,614 $4,857 $5,113 5/13/2015

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