About the Department

THE FOLLOWING PROMOTIONAL OPPORTUNITY IS OPEN TO REGULAR FULL-TIME, CURRENT CITY OF LODI EMPLOYEES ONLY.

This recruitment is limited to the first 50 applications or will close no later than June 29, 2026, whichever comes first. This recruitment may close without further notice; interested candidates should apply as soon as possible.

To be considered for this position, applicants must complete and submit an application for employment with detailed information in each section of the application: Work Experience, Education, Certificates and Licenses, and Skills.

In addition to submitting a detailed application, you are required to respond to the supplemental questions associated with the application. Your responses to the supplemental questions will be used to help us evaluate your qualifying knowledge, skills, and abilities. Resumes may be attached but will not be accepted in lieu of a complete, detailed application or in lieu of detailed responses to the supplemental questions.

Job descriptions are intended to present a broad and general range of duties, which includes, purpose, responsibilities, and scope of work. Job descriptions are not intended to reflect all duties performed within the job.

DEFINITION

Under general supervision, provides a variety of general office support services related to cashiering, customer service, research and analysis related to customer service, utility billing, and/or other functions as assigned; this position may involve extensive public contact; performs related duties as assigned.

DISTINGUISHING CHARACTERISTICS

This is an advanced journey level and lead worker classification that is distinguished from Customer Service Representative II in that this class performs the more complex customer service tasks that require analysis, judgement, and decision-making. In addition to complex Customer Service Representative duties this class will be performing Utility Billing functions, including daily tasks and serving as back-up as needed. The position may also exercise technical oversight or indirect supervision over other positions, and provide training, and mentorship to lower-level positions. Receives general supervision from higher-level personnel.

Position Duties

Duties may include, but are not limited to the following:

Provides technical information and instruction regarding policies and procedures to other City departments and staff;

Serves as a lead to lower level staff, providing guidance, responding to questions, and directing work activities and duties; may act as the Supervisor in their absence;

Reviews own work and work of others for accuracy, completeness, format and compliance with policies and procedures;

Performs difficult or complex customer service office support work in assigned function; Resolves the most complex problems involving customer statements, fees, payments and other service related problems;

Provides training on customer service and utility billing functions;

Provides assistance to utility billing by completing reports, service orders, and other duties as assigned;

Serves as a backup to utility billing and/or customer service duties when needed;

Responds to questions on utility billing, customer service, and other City financial transactions; Acts as liaison to field personnel to initiate or resolve consumption related issues, meter mis-reads and other exceptions related to billing and delinquent accounts;

Receives utility bill payments over a public counter or through the mail;

Receives revenue for licenses, permits, recreation fees, and other City revenue accounts;

Performs other duties related to the operation of the department and the city, including additional duties that enable the department and City to meet the diverse needs of its community.

Minimum Qualifications

Knowledge of:

Customer service principles and practices;

Utility rate structures and schedules;

Working principles of electric and water meters;

Research and analysis techniques;

Department policies and procedures pertaining to utility billing and collection;

Basic math skills;

Written and oral communication skills, including spelling, grammar and punctuation, and letter writing;

Standard office equipment, including personal computer, and computer software such as Microsoft Word, Excel, Outlook and financial applications/programs.

Ability to:

Conduct research, perform analysis of data, recommend solutions; use independent judgment and decision-making skills; organize and maintain accurate financial and customer records;

Explain policies and utility rates to customers; learn and apply approved general ledger chart of accounts;

Establish and maintain effective working relationships with those contacted in the course of work, often in stressful situations; Use good judgment and customer service skills in responding to customer requests or complaints;

Communicate clearly and concisely;

Prioritize work and coordinate several activities;

Organize and oversee the work of others; provide input into the duties and performance of staff;

Understand and carry out oral and written instructions; interact with the public and staff efficiently and courteously; communicate clearly and concisely.

EDUCATION AND EXPERIENCE:

Any combination and education that would provide the required knowledge and ability is qualifying. A typical combination is:

Education:

Equivalent to completion of high school. Associate degree from an accredited college or university in Finance, Accounting, Business Administration, Public Administration or comparable degree is highly desirable.

Experience:

Two years of experience performing a variety of customer service tasks related to utility billing, service disconnects and reconnects, high/low bill investigation, customer inquiry resolution, and collecting, recording and balancing cash OR one year as a Customer Service Representative II with the City of Lodi.

WORKING CONDITIONS:

Environmental Conditions: Office environment

Physical Conditions: Essential and marginal functions may require maintaining physical condition necessary for sitting, standing bending and stooping for prolonged periods of time; using various office equipment including a computer screen and keyboard and occasionally lifting up to 30 pounds.

*FLSA Status: NON-EXEMPT

Other Qualifications

Interested applicants must submit an online application at www.lodi.gov. No paper applications will be accepted. For technical difficulties with your online application, please call the Neogov helpline at 855-524-5627.

Telephone: 209-333-6704. Persons with hearing impairment, please call the California Relay Service 7-1-1.

Evaluation of Qualifications: Application materials and resumes will be screened to determine if applicants are considered to be among the most qualified as outlined on the job announcement. Only applicants who are among the most qualified will be invited to participate in the testing process. Resumes may not be substituted for a completed application.

EQUAL OPPORTUNITY EMPLOYER - The City of Lodi is an equal opportunity employer and is committed to a policy of fair employment practices regardless of race, color, ancestry, national origin, religion, sex or sexual orientation, marital status, age, mental or physical disability or perceived disability, medical condition, pregnancy, political affiliation or belief, or other unlawful discrimination.

AMERICANS WITH DISABILITY ACT - In compliance with the Americans with Disabilities Act and Section 504 of the Rehabilitation Act, the City of Lodi provides reasonable accommodation for qualified
individuals with disabilities. Individuals with disabilities requiring accommodations must contact the Human Resources Division upon application submittal to confirm the request.

CRIMINAL BACKGROUND INFORMATION - City of Lodi is authorized and required by the state of California to access Local, State, and/or Federal criminal history has part of the testing process. This process can be completed by initial fingerprinting and/or a full Background investigation pursuant to Penal Code §11105(b)(10), §11105.3, §13300(b)(10); Education Code §10911.5; Public Resources Code §5164) and in compliance with the City of Lodi's Fingerprinting Policy and Procedure. As a future employee or volunteer, you are required to be fingerprinted and processed through the Department of Justice and cleared before you can start. All information obtained will be kept in strict confidentiality.

HIRING PROCEDURE - Applicants must possess the minimum qualifications by the final filing date. Eligible lists are established upon successful completion of the selection process. The candidates must be successful in each part of the testing. To fill each vacancy the hiring department will request names to be certified from the eligible list and will make a selection from this certification list.

CONDITIONAL JOB OFFERS - Conditional job offers are subject to successful completion of a medical drug screen and/or physical. Candidates should not quit or give notice to their current employer until final notification has been awarded by the Human Resources Division.

MEDICAL-DRUG SCREENING – All positions may be subject to a physical or drug screen issued by a qualified medical physician assigned by the Human Resources Division. Under the requirements of the Drug Free Workplace Act of 1988, the City of Lodi has been designated as a drug-free workplace.

APPOINTMENT - At the time of appointment all candidates will be required to execute an oath of allegiance and complete Form I-9 - Employment Eligibility Verification in compliance with the Immigration and Naturalization Act. United States citizenship is not required. All new appointees are required to successfully complete a probationary period of twelve months.

EMPLOYMENT BENEFITS

SALARY - The starting salary is the first rate shown on the job announcement. Advancement to the higher steps of the salary range is based upon merit in accordance with the Salary Ordinance and Rules for Personnel Administration. Eligibility for the first merit increase is effective after 12 months and for additional merit increases after one year intervals until the employee has reached the maximum step.

HOLIDAY, VACATION, SICK, AND ADMINISTRATIVE LEAVE - Holiday - An average of 13 paid holidays per year. Vacation - 2 weeks paid vacation annually, increasing with length of service depending upon the appropriate labor agreement. Sick Leave - 10 days per year depending upon the appropriate labor agreement. Administrative Leave - Management/Mid-Management positions receive 80 hours per calendar year, and specified professional/technical positions receive 40 hours per fiscal year (Pro-Rated).

HEALTH INSURANCE - Medical, Dental and Vision plans are available for employee and dependents. A portion of the premiums may be the employee's responsibility.

LIFE INSURANCE AND LONG TERM DISABILITY - The City pays the full premium for employee and dependent life insurance, and offers a long-term disability plan that provides up to approximately 2/3 of an employee's salary.

RETIREMENT AND DEFERRED COMPENSATION - The City of Lodi is a member of the Public Employees' Retirement System (P.E.R.S.). Lodi is not a member of the Social Security System except for the required medical contribution. Employees may participate in a 457 Deferred Compensation program.

FLEXIBLE SPENDING ACCOUNT - Employees may participate in a Section 125 Flexible Spending Account.

IMPORTANT NOTE: This bulletin does not constitute an expressed or implied contract. Any provisions or job duties contained in this bulletin may include modifications pending labor agreements and/or council approval.

Benefits

: NOTE: Employee Benefits stated herein are subject to change through the collective bargaining process and are not guaranteed.

VACATION:
0-5 years = 10 days/year.
6-11 years = 15 days/year
12-14 years = 17 days/year
15 years & over = 20 days/year
Maximum carryover is 2 times accrual rate per year. No cash out allowed.

SICK LEAVE:
12 days/year

HOLIDAYS:
10.5 fixed days per year.

HEALTH BENEFITS:
All employees are offered medical insurance for themselves and dependent(s) through CalPERS Medical Plans. Effective January 1, 2026, City shall pay a monthly maximum towards medical premiums as follows:

$1,051.97 per month for Employee Only
$2,103.95 per month for Employee +1
$2,735.14 per month for Family

If employee selects a higher cost plan, employee will pay the difference as a payroll deduction.

If an employee elects not to be covered by medical insurance through the City of Lodi, an additional:
$692.81 per month for family
$532.92 for employee + 1 dependent
$305.22 for single
will be added to either the employee's deferred compensation account or cash. In order to qualify for this provision, proof of group insurance must be provided to the City.

The City shall pay the full cost for the employee and their dependents dental premium for the term of this agreement. The City agrees to provide a vision care plan, equivalent to the VSP Plan B, with a $25.00 deductible for the employee and dependents; the entire premium to be paid by City.

DEFERRED COMPENSATION:
A deferred compensation plan is available at the employee's option.

EDUCATION ALLOWANCE:
Tuition Reimbursement up to $3000 per fiscal year as per City policy.

LIFE INSURANCE:
A life insurance program providing $25,000 term life insurance.

LONG TERM DISABILITY:
After a 60-day waiting period, coverage is 66 2/3% of salary, employer covers 100% of premium.

RETIREMENT:
New employees into the CalPERS retirement system are enrolled in the 2%@62, three-year average retirement formula. Employees hired after January 1, 2013, with less than a six-month break in CalPERS (or reciprocal agencies) are enrolled in the 2%@55, three-year retirement formula. At present, employees will contribute towards the employee portion of their CalPERS retirement costs. If additional information is needed regarding CalPERS retirement plans/costs, please contact Human Resources.

Employees shall pay the 7% employee portion of Retirement Benefits and an additional cost-sharing amount per corresponding Memorandum of Understanding.

Supplemental Questions

I understand that in order for my application to receive every consideration in the selection process, I must complete all of the application (education, experience, etc.) along with the following Supplemental Questions and provide concise but detailed answers. I understand these responses must match the information I provide in the Work Experience and Education sections of my application. When answering narrative descriptions of my experience, I understand that I must include the name of the employer, dates of employment, and the name and phone number of my supervisor.

Do not refer to a resume or other documentation in lieu of completing the employment history section or responding to the supplemental questions; they will not be reviewed or considered.

I certify that all the information provided on my application and this Supplemental Questionnaire is true to the best of my knowledge.

I have read and understand the above instructions

Do you have at least two years' experience performing service tasks related to utility billing and/or utility collections?

Describe your job duties working in utility billing and/or utility collections?

If no experience, enter N/A.

Required Question

Agency Information

Employer: City of Lodi
Address: City Hall

221 West Pine Street, 2nd Floor

Lodi, California, 95240
Phone: (209) 333-6704
Website: http://www.lodi.gov

Senior Customer Service Representative