Technician I- Passport Technician

Department: PARCS

FLSA: Non-Exempt

Salary: $25.90-$34.55 Hourly

General Summary: Under direct supervision performs a variety of routine telephone and/or in-person customer service assignments associated with customer account inquiries, billing, marketing, Business License and other City Licenses, permit, parking citation and other financial transactions.
Typical tasks may include:

• Respond to a high volume of customer inquiries, problems and complaints in person at a public counter or by telephone; obtains required information from customers, researches customer accounts and City records; resolves questions or issues or refers customers to more senior staff or supervisors for further assistance.
• Explain policies, regulations, billing and/or fee schedules; creates customer accounts and processes information to initiate/change services or issue/reactivate licenses or permits; calculates bills and fees as required; accepts and posts deposits and payments received in person, by mail or electronically; documents transactions and updates customer information in applicable systems.
• Respond calmly and professionally in dealing with customers who are irate or who have complex, specialized or unusually sensitive service, account or credit situations; escalates cases to senior staff or supervisors when warranted.
• Create, maintain and monitor computerized files, databases and directories;
• Conduct record searches and prepares statistical work sheets and other required documents;
• Audit documents, verifies accuracy and ensures compliance with applicable statutes and regulations.
• Perform other related duties as assigned.

Minimum Qualifications

• High School Diploma or equivalent; Associates degree preferred; and/or,
• One (1) year of related work-related experience

Core Competencies:

• Problem Solving – Analytically and logically evaluating information
• Learning Agility – Seeking learning opportunities and applying the lessons to work
• Using Technology – Working with electronic hardware and software applications
• Handling Stress – Maintaining emotional stability and self-control under pressure, challenge, or adversity
• Professional Integrity & Ethics – Displaying honesty, adherence to principles, and personal accountability
• Safety Focus – Showing Vigilance and care in identifying and addressing health risks and safety hazards
• Customer Focus – Attending to the Needs and expectations of customers
• Informing – Proactively obtaining and sharing information
• Teamwork – Collaborating with others to achieve shared goals
• Valuing Diversity – Appreciating the benefits of varied backgrounds and cultures in the workplace
• Allocating Resources – Prioritizing the use of fiscal and material resources to maximize organizational effectiveness

Guiding Principles:

• Put people first.
• Be visionary.
• Be an ambassador for Lancaster.
• Examine the long-term fiscal impact.
• Generate value from within the core.
• Focus on analysis over process.
• Build for resiliency and adaptation.
• View economic development as an opportunity to enhance quality of life.
• Incorporate technology to increase efficiency and effectiveness.
• Create community brand and neighborhood identity.

Essential Physical Requirements:

• Ascend/Descend stairs/ladders/balance (moderate)
• Position self to bend or twist (frequent)
• To move, transport, position items up to 15 lbs. (frequent)
• Exposed to outdoor weather conditions (infrequent)
• Operate Equipment (none)
• Stationary or squatting position (frequent)

Environmental Factors:

• Work under time pressure (moderate to frequent)
• Interruptions (frequent)

Essential Cognitive Functions:

• Analyze (continuous)
• Computations (frequent)
• Generate Written Work Product (frequent)
• Independent Problem Solving (continuous)
• Interruptions (frequent)
• Maintain Positive Public Relations (moderate)
• Organize (frequent)

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time;

The City of Lancaster will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if the City of Lancaster is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting www.dfeh.ca.gov/fair-chance-act/.