Customer Service Representative Salary $67,570.20 - $83,707.80 Annually Location Beverly Hills Public Works Building, CA Job Type Full-time Job Number 26-6190-01 Department Public Works Division PW - Customer Service Closing Date 4/27/2026 11:59 PM Pacific Job Summary Who We Are The City of Beverly Hills has a long-standing reputation for providing superior customer service to residents, businesses, and visitors. This characteristic, combined with outstanding staff in all departments, has been a hallmark of success for this high-performance organization. The municipal government (approximately 1,000+ full-time and part-time employees) provides the highest quality safety services, recreational activities, municipal services, and physical environment. What We Do The askBH Customer Relations program serves as the community’s one-point-of-contact for non-emergency assistance with City services, programs, and events. Community members can request information and services; report concerns and receive updates when their requests have been resolved. In addition to handling non-emergency inquiries, the Customer Relations team also plays a critical role in answering the City’s Emergency Hotline during activations. Through askBH, the team delivers essential City updates, collaborates with departments across the organization on customer service initiatives, and ensures a seamless and efficient customer experience. While the program operates within Public Works, it serves as a department-wide resource, supporting both day-to-day service needs and emergency communications. Who We're Looking For The City of Beverly Hills is seeking a qualified candidate for the position of Customer Service Representative to provide concierge-style customer service in-person and by telephone, email, and on-line. The incumbent of this position will respond to inquiries, concerns, or issues about various City projects, programs, services, events, activities, permits, fees, utility service requests, billings, and public information. Incumbents also assist customers in addressing or resolving their issues regarding City-provided or City-contracted services referring customers to the appropriate department/division as necessary, as well as accept and process various forms, documents, and applications for various City programs and services. The incumbent of this position must be a responsible team player, with the ability to learn, interpret and apply relevant procedures and regulations. The ideal candidate has previous experience providing information and assistance by phone, email, and on-line. Previous experience with CRM or ticketing systems, multi-line phone systems, and/or call center platforms is highly desirable. This individual should have excellent communication skills to establish and maintain effective and cooperative working relationships with City staff and the general public. Distinguishing Characteristics: This is the journey-level class in the Customer Service Representative series. This class is distinguished from the Senior Customer Service Representative in that the latter performs the most complex customer service duties and functions as a lead worker over assigned staff. Work Schedule This position will be assigned a work schedule based on operational needs as determined by the Public Works Director. Potential schedulesinclude5/40 schedule, 4/10 schedule, and weekend shifts as needed. This position is eligible for a hybrid telecommuting schedule after an initial onsite training period established by the department upon hire. Detailed Job Description Customer Service Representative Salary and Benefits $67,570.20 - $83,707.80 Annually This position is represented by the Municipal Employer's Association and is covered by the negotiated terms and conditions of that Association's Memorandum of Understanding (MOU). Additional details about benefits may be found in the MEA MOU, a copy of which is located at www.beverlyhills.org/mou. Minimum Qualifications Experience and Training Any combination of experience and training that would provide the required knowledge and abilities is qualifying. A typical way to obtain the required knowledge and abilities would be: Experience: Three years of responsible general clerical or customer service experience. Experience in hospitality and/or high-volume call center desirable. Training: Equivalent to the completion of the twelfth grade. Selection Process - Candidates must meet the minimum qualifications as outlined in the job bulletin at the time of submission unless specified otherwise. - When an application is being reviewed, only information included in the Education, Work Experience, Certificates and Licenses, and Skills sections of the application will be considered to determine whether an applicant meets the minimum qualifications. - Résumés and cover letters are not reviewed or considered when screening for minimum qualifications. - Résumés and cover letters are not accepted in lieu of a complete job application. - Required supplemental attachments (i.e. diplomas, degrees, certifications or transcripts, etc.) must be included as part of the original application and may not be emailed separately unless explicitly stated otherwise or approved to be submitted separately. - Applications must have clear, concise, and complete information regarding their qualifications for the position, including detailed responses to all supplemental questions, if applicable. - Incomplete applications will not be considered or reviewed. - If you have problems creating a user account or submitting your online application, please review the online applicant guide or contact NEOGOV applicant support directly at 855.524.5627 (Please note: Applicant Support hours are Monday through Friday, 8am - 5pm Pacific Time and, depending on call volume, may be an automated voicemail system or live support). - The utilization of Artificial Intelligence (A.I.) during any step in the selection process will be grounds for disqualification. The selection process may consist of the following components: - Review of Required Supplemental Questionnaire - Online Written Examination (tentatively scheduled for May 15, 2026 - May 18, 2026) - Oral Examination/Interview Eligibility List The candidates who successfully pass the selection process will earn placement on an Eligibility List. The Eligibility List may be used for current and future vacancies in the job classification, as defined by the duration of the list at the time the list is established. The Eligibility List established for any recruitment may also be used to fill a lower-level position Employer City of Beverly Hills Address 455 North Rexford Dr., 3rd Floor, Beverly Hills, California, 90210

• Provide frontline support for clients: Incoming Phone support • Email support • Triaging/setting up consultative calls for Hiring Experts (Consultants) • Meet individual and team metrics (Phone and email SLA, volume worked, average handle time, and quality of interaction scores) • Help each client adopt the product by explaining features and troubleshooting • Escalate wisely to Consultants, Tier 2, or managers • Stays on top of communication and team/company updates through proactive, clear, and honest communication via Slack, emails, and meetings

• Actively monitor and engage with customer reviews, comments, mentions (and more) across different platforms, with strong judgment, context awareness, and the right brand tone, while providing clear and helpful responses about the client’s products. • Respond to potential customers via public responses, chat, email, direct messages, and app store review sections. • Quickly identify trends or issues within customer communications (whether text, memes, or media) and stay updated on current social media and app store lingo and share them with the team. • Moderate reviews and comments on the client’s apps and platforms, ensuring content adheres to brand guidelines and policies. • Analyze user feedback to make informed decisions about moderating or escalating issues in a timely manner. • Work closely with the client to ensure their app communities are safe and align with brand values and user guidelines. • Maintain regular communication with your manager to address questions, resolve issues, and provide updates. • Addresses public and private customer care issues across social • Contributing to consistent quality across shifts (tone, accuracy, decision-making)

• Support the management of incoming calls, e-mails, and chats • Help develop brand identity with new and existing customers • Classify and assess customers’ needs to achieve satisfaction • Provide support to all areas pertaining to customer service • Examine, analyze, and document relevant details for accurate data entry • Provide exceptional service across multiple channels (phone, email, web, chat, social) • Answer general inquiries on pricing, orders, minor install issues, and warranty • Maintain a positive, empathetic, and professional demeanor at every touchpoint • Keep records of customer interactions, transactions, comments, and complaints • Display accountability by following instructions and applying feedback to improve performance