Simi Valley: Customer Services Representative (20670972) 1. This questionnaire is designed to assess your qualifications for the position and will determine which candidates advance in the selection process. Responses such as “SEE RESUME” or “SEE APPLICATION” will be considered incomplete and disqualify you from further consideration. IMPORTANT NOTES: *Placement on the eligibility list is based solely on your questionnaire responses. *Answer all questions thoroughly and thoughtfully. *Your responses will be evaluated independently of your application, resume, or personal information. *Raters will not have access to your name or any other identifying details. By selecting “Yes” below, you confirm that: -You have read and understood these instructions. -You completed the questionnaire independently. -Your responses accurately reflect your training, education, and experience. -You understand that your responses may be subject to verification. Yes No 2. Describe your experience performing customer service and clerical accounting duties. In your response, please include the types of interactions you’ve handled (i.e. in-person, phone, e-mail, etc.) along with the nature of the clerical accounting tasks you’ve performed (i.e. invoicing, payment processing, reconciliations, etc.) Include where (employer) and when (dates) you obtained this experience. 3. Please describe your experience using a cash register or point-of-sale system and explain your cash handling duties. Include where (employer) and when (dates) you obtained this experience. 4. This position requires a strong sense of accountability and the ability to take ownership of tasks from start to finish. Please describe a situation where you were responsible for a key assignment or project. Include the nature of the task or project and your specific responsibilities, how you ensured the work was completed accurately and on time, as well as the outcome. Include where (employer) and when (dates) you obtained this experience. 5. A customer arrives at the front counter after her water service has been disconnected due to non-payment. She explains that she can only pay $20 toward an $80 delinquent balance and mentions she has three children at home who need water. The supervisor is currently unavailable. How would you handle this situation while balancing empathy for the customer and adherence to policy? 6. Customer Service Representatives often face unexpected issues such as billing discrepancies, service interruptions, or frustrated customers. Please describe a time when you encountered a challenging problem in a customer service role related to utilities or public services, the steps you took to resolve the issue, and the outcome. Include where (employer) and when (dates) you gained this experience.
