San Diego Association of Governments - SANDAG
San Diego, CA, USA
Overview of the Business Services Team
The Administration Department contributes to the overall effectiveness of SANDAG by providing a comprehensive range of professional administrative services that support the agency’s business operations and works closely with other departments, member agencies, and external organizations. The department is organized into five teams: Business Services, Contracts and Procurement, Document Processing, Human Resources, and Small Business Development.
Among its responsibilities, the Business Services team coordinates day-to-day facility maintenance activities, maintains the agency’s fleet vehicles, performs copy center and mail distribution services, and provides support for public meetings and events held at the SANDAG offices and other locations throughout the region. During the past six months, the team has produced agendas and materials and provided set-up and support for more than 180 agency meetings and events. The team is highly regarded for their outstanding work product and service to employees throughout the agency.
Business and Meeting Support Specialist Role
The primary responsibilities for this position include planning and coordinating logistical support for public meetings and other agency events, including collaboration with other agency staff regarding the preparation for Board of Directors and Policy Advisory Committee meetings. This position also will assist other Business Services team members with various functions necessary for business operations.
Job Responsibilities
This position is ideal for an experienced meeting or event coordinator, ideally familiar with public meeting procedures. We anticipate career development will occur while working on the types of duties and responsibilities described below and through mentoring and close collaboration with supervisors, managers, and colleagues. Examples of primary responsibilities include:
Participate as a key member of the planning and logistics team for all Board of Director (BOD) and Policy Advisory Committee (PAC) meetings; liaise with the Clerk of the Board, Office of General Counsel, Government Relations, Communications, Information Systems, Document Processing, and presenters to prepare for each meeting.
Participate in dry-runs for BOD and PAC meetings to support audio-visual presentations, voting system, and other functions; cue and test PowerPoints and other media; interact with elected officials, stakeholders, presenters, and the public during meetings.
Prepare and operate the voting system for BOD and PAC meetings; maintain a general knowledge of BOD and PAC voting procedures; troubleshoot issues quickly and efficiently; coordinate with voting software consultant as needed.
Test and ensure proper set-up and operation of audio-visual equipment and software in SANDAG conference rooms including computers/laptops, projectors, televisions, CD/DVD players, Soni-Clear (meeting minutes software), and web browsers; coordinate support from IS staff or vendors when needed.
Coordinate and reserve conference rooms for meetings; develop and maintain conference room set-up options; coordinate with staff on room set-up needs.
Create and set-out name tents and directional signage, re-arrange furniture and ensure adequate seating, prepare and supply beverages, provide handouts, and assist with post-meeting clean-up.
Participate on multi-departmental and/or inter-agency teams to assist with logistics for special off-site events such as retreats, community outreach events, mini-conferences, and staff programs.
Support offsite meetings by gathering and preparing materials and supplies in advance such as easels, laptops, audio-visual equipment, beverages, and meeting supplies; make purchases of special items, load/unload agency vehicles, and assist at offsite locations.
Serve as a backup for other team members; assist is service areas including central copy services, reception, mail, supply ordering, fleet vehicles, liaise with vendors, movers, and the property management company.
Respond to a broad range of inquiries, questions, and concerns from employees or guests to the agency and provide effective guidance and information regarding policies, procedures, and programs.
Maintain a superior level of customer service and professional demeanor at all times; exercise discretion, tact, and diplomacy when handling sensitive, controversial, or difficult situations.
Receive, reconcile, and verify monthly or ad-hoc invoices; determine project charge codes; process invoices for payment; assist with monitoring and tracking supply budget; participate in procurement of goods and services as needed.
Respond to mail, telephone calls and messages, email, and internal correspondence in a prompt, professional, and courteous manner.
Experience and Qualifications
Numerous factors contribute to an individual’s ability to be successful in any given role. For this position, we are searching for a candidate who is personable, organized, detail-oriented, and capable of handling all duties in a professional and helpful manner while meeting numerous time-sensitive deadlines. Excellent communication skills and the ability to exercise sound judgment are essential to this position.
The minimum education, training, and experience qualifications include a high school diploma, or equivalent, and a minimum of five years of recent experience performing meeting and business support functions, preferably in a professional office environment or government agency. Coursework or training specific to meeting or event planning is desirable and may substitute for some experience.
The following information describes the specific types of career experiences that are most relevant to this position.
Experience coordinating meeting logistics, room set-up, and special meeting requests.
Familiarity with modern meeting equipment and technologies such as audio/visual systems and software, conference phones/calls, laptops, projectors, and microphones; experience troubleshooting technological issues quickly and efficiently.
Knowledge of public meeting procedures, governance, various voting procedures, and experience working with governing bodies and/or elected officials is desirable.
Experience scheduling and maintaining multiple meeting room calendars.
Experience supporting special events such as offsite meetings, retreats, community outreach events, and conferences; experience coordinating logistical arrangements such as catering, room reservations, parking arrangements.
Experience reviewing and processing vendor invoices; experience coordinating with vendors regarding invoicing issues or concerns.
Ability to perform basic math; experience processing invoices for payment; ability to keep accurate records and complete files.
Demonstrated ability to establish, maintain, and foster positive, harmonious, and cooperative working relationships with those contacted in the course of business, including elected officials, representatives from partner organizations, members of the public, consultants and vendors, and other individuals having business with SANDAG.
Excellent time management and organizational skills and the ability to prioritize multiple tasks in a fast-paced environment; ability to effectively plan and coordinate work with others, exercise good judgment, work well under pressure, and work independently.
Ability to recognize problems, propose practical solutions, and put solutions into action; demonstrated ability to offer suggestions and options to customers.
A working knowledge of the Windows operating system, experience using the Microsoft Office Suite (particularly Word, Excel, PowerPoint, and Outlook), conducting research on the Internet, and other PC-based applications.
Ability to perform physical activities, such as, but not limited to, lifting heavy items, standing for extended periods of time, bending, climbing, or walking; the final candidate can anticipate a pre-employment physical where the ability to move 50-pound boxes and other heavy items must be demonstrated.
Possession of a valid California driver’s license or the ability to obtain one. The final candidate must successfully pass a pre-employment driving record check, and annual driving record checks will be a condition of employment.
Salary and Benefits
SANDAG rewards the efforts of its employees with a comprehensive compensation package. Competitive salaries are supplemented with a flexible offering of health, financial security, and time-off benefits to meet the work and life needs of employees and their families.
The Business and Meeting Specialist position has an annual salary range of $38,018 to $60,829 per year; the starting salary will depend on the qualifications and experience of the selected candidate.
Our benefits include traditional health, dental, and vision insurance as well as employee assistance, wellness, and work/life balance programs. Retirement and financial security benefits are provided through a pension plan and deferred compensation program. And to support the need to rest and rejuvenate, employees are provided with a bank of paid time off in addition to paid holidays.
How to Apply
We encourage all interested candidates to apply for this position by completing a SANDAG Employment Application form. Resumes, cover letters, and work samples may be submitted in addition to the Employment Application but are not a substitute for this document.
The Employment Application can be downloaded in PDF format from the SANDAG website. Alternatively, a copy can be requested by calling (619) 699-1900 or emailing hr@sandag.org . Completed applications and related materials can be submitted via email, fax, regular mail, courier, or delivered by hand. See our Careers / How to Apply webpage for additional information.
This position is Open until Filled. The first review of applications will begin on February 22, 2019.
In compliance with the Americans with Disabilities Act (ADA), SANDAG will accommodate persons who require assistance in order to apply for a position at SANDAG. Applicants requiring an accommodation due to a disability during any stage of the recruitment and selection process, including requesting this document and related application materials in an alternative format, should make their needs known by contacting Human Resources at (619) 699-1900, (619) 699-1904 (TTY), fax (619) 699-6905, or hr@sandag.org .
Application Supplement
To help us further evaluate the skills and experience of individuals interested in this position, applicants are asked to respond to the Supplemental Questions below. The information should be submitted with the Employment Application. This is considered a required component of the application; applications received without a response will be screened out of the selection process.
Supplemental Questions
Provide an example of a time when you helped to improve the efficiency of an office process or procedure. Please provide an example from your experience that is related to the information presented in this position announcement.
Provide an example that highlights your organizational skills and abilities.
Candidate Selection and Notification
Following the first review date for applications, candidates will receive written confirmation that their application has been received. The hiring manager will begin reviewing and evaluating applications within a few days of the first review date. Based on this evaluation, the best qualified candidates will be invited to continue in the selection process. All candidates will receive written notification as to the final outcome of their application.
Further Information
The SANDAG website contains a wealth of information about our various project and program areas. The Careers section of the site lists all of our current Job Openings as well as information on how to apply for positions and Frequently Asked Questions about our recruitment process.
In compliance with the Immigration Reform and Control Act of 1986, applicants hired by SANDAG must show acceptable proof of identity and evidence of authorization to work in the United States.
SANDAG is an Equal Opportunity Employer
Full Time
Overview of the Business Services Team
The Administration Department contributes to the overall effectiveness of SANDAG by providing a comprehensive range of professional administrative services that support the agency’s business operations and works closely with other departments, member agencies, and external organizations. The department is organized into five teams: Business Services, Contracts and Procurement, Document Processing, Human Resources, and Small Business Development.
Among its responsibilities, the Business Services team coordinates day-to-day facility maintenance activities, maintains the agency’s fleet vehicles, performs copy center and mail distribution services, and provides support for public meetings and events held at the SANDAG offices and other locations throughout the region. During the past six months, the team has produced agendas and materials and provided set-up and support for more than 180 agency meetings and events. The team is highly regarded for their outstanding work product and service to employees throughout the agency.
Business and Meeting Support Specialist Role
The primary responsibilities for this position include planning and coordinating logistical support for public meetings and other agency events, including collaboration with other agency staff regarding the preparation for Board of Directors and Policy Advisory Committee meetings. This position also will assist other Business Services team members with various functions necessary for business operations.
Job Responsibilities
This position is ideal for an experienced meeting or event coordinator, ideally familiar with public meeting procedures. We anticipate career development will occur while working on the types of duties and responsibilities described below and through mentoring and close collaboration with supervisors, managers, and colleagues. Examples of primary responsibilities include:
Participate as a key member of the planning and logistics team for all Board of Director (BOD) and Policy Advisory Committee (PAC) meetings; liaise with the Clerk of the Board, Office of General Counsel, Government Relations, Communications, Information Systems, Document Processing, and presenters to prepare for each meeting.
Participate in dry-runs for BOD and PAC meetings to support audio-visual presentations, voting system, and other functions; cue and test PowerPoints and other media; interact with elected officials, stakeholders, presenters, and the public during meetings.
Prepare and operate the voting system for BOD and PAC meetings; maintain a general knowledge of BOD and PAC voting procedures; troubleshoot issues quickly and efficiently; coordinate with voting software consultant as needed.
Test and ensure proper set-up and operation of audio-visual equipment and software in SANDAG conference rooms including computers/laptops, projectors, televisions, CD/DVD players, Soni-Clear (meeting minutes software), and web browsers; coordinate support from IS staff or vendors when needed.
Coordinate and reserve conference rooms for meetings; develop and maintain conference room set-up options; coordinate with staff on room set-up needs.
Create and set-out name tents and directional signage, re-arrange furniture and ensure adequate seating, prepare and supply beverages, provide handouts, and assist with post-meeting clean-up.
Participate on multi-departmental and/or inter-agency teams to assist with logistics for special off-site events such as retreats, community outreach events, mini-conferences, and staff programs.
Support offsite meetings by gathering and preparing materials and supplies in advance such as easels, laptops, audio-visual equipment, beverages, and meeting supplies; make purchases of special items, load/unload agency vehicles, and assist at offsite locations.
Serve as a backup for other team members; assist is service areas including central copy services, reception, mail, supply ordering, fleet vehicles, liaise with vendors, movers, and the property management company.
Respond to a broad range of inquiries, questions, and concerns from employees or guests to the agency and provide effective guidance and information regarding policies, procedures, and programs.
Maintain a superior level of customer service and professional demeanor at all times; exercise discretion, tact, and diplomacy when handling sensitive, controversial, or difficult situations.
Receive, reconcile, and verify monthly or ad-hoc invoices; determine project charge codes; process invoices for payment; assist with monitoring and tracking supply budget; participate in procurement of goods and services as needed.
Respond to mail, telephone calls and messages, email, and internal correspondence in a prompt, professional, and courteous manner.
Experience and Qualifications
Numerous factors contribute to an individual’s ability to be successful in any given role. For this position, we are searching for a candidate who is personable, organized, detail-oriented, and capable of handling all duties in a professional and helpful manner while meeting numerous time-sensitive deadlines. Excellent communication skills and the ability to exercise sound judgment are essential to this position.
The minimum education, training, and experience qualifications include a high school diploma, or equivalent, and a minimum of five years of recent experience performing meeting and business support functions, preferably in a professional office environment or government agency. Coursework or training specific to meeting or event planning is desirable and may substitute for some experience.
The following information describes the specific types of career experiences that are most relevant to this position.
Experience coordinating meeting logistics, room set-up, and special meeting requests.
Familiarity with modern meeting equipment and technologies such as audio/visual systems and software, conference phones/calls, laptops, projectors, and microphones; experience troubleshooting technological issues quickly and efficiently.
Knowledge of public meeting procedures, governance, various voting procedures, and experience working with governing bodies and/or elected officials is desirable.
Experience scheduling and maintaining multiple meeting room calendars.
Experience supporting special events such as offsite meetings, retreats, community outreach events, and conferences; experience coordinating logistical arrangements such as catering, room reservations, parking arrangements.
Experience reviewing and processing vendor invoices; experience coordinating with vendors regarding invoicing issues or concerns.
Ability to perform basic math; experience processing invoices for payment; ability to keep accurate records and complete files.
Demonstrated ability to establish, maintain, and foster positive, harmonious, and cooperative working relationships with those contacted in the course of business, including elected officials, representatives from partner organizations, members of the public, consultants and vendors, and other individuals having business with SANDAG.
Excellent time management and organizational skills and the ability to prioritize multiple tasks in a fast-paced environment; ability to effectively plan and coordinate work with others, exercise good judgment, work well under pressure, and work independently.
Ability to recognize problems, propose practical solutions, and put solutions into action; demonstrated ability to offer suggestions and options to customers.
A working knowledge of the Windows operating system, experience using the Microsoft Office Suite (particularly Word, Excel, PowerPoint, and Outlook), conducting research on the Internet, and other PC-based applications.
Ability to perform physical activities, such as, but not limited to, lifting heavy items, standing for extended periods of time, bending, climbing, or walking; the final candidate can anticipate a pre-employment physical where the ability to move 50-pound boxes and other heavy items must be demonstrated.
Possession of a valid California driver’s license or the ability to obtain one. The final candidate must successfully pass a pre-employment driving record check, and annual driving record checks will be a condition of employment.
Salary and Benefits
SANDAG rewards the efforts of its employees with a comprehensive compensation package. Competitive salaries are supplemented with a flexible offering of health, financial security, and time-off benefits to meet the work and life needs of employees and their families.
The Business and Meeting Specialist position has an annual salary range of $38,018 to $60,829 per year; the starting salary will depend on the qualifications and experience of the selected candidate.
Our benefits include traditional health, dental, and vision insurance as well as employee assistance, wellness, and work/life balance programs. Retirement and financial security benefits are provided through a pension plan and deferred compensation program. And to support the need to rest and rejuvenate, employees are provided with a bank of paid time off in addition to paid holidays.
How to Apply
We encourage all interested candidates to apply for this position by completing a SANDAG Employment Application form. Resumes, cover letters, and work samples may be submitted in addition to the Employment Application but are not a substitute for this document.
The Employment Application can be downloaded in PDF format from the SANDAG website. Alternatively, a copy can be requested by calling (619) 699-1900 or emailing hr@sandag.org . Completed applications and related materials can be submitted via email, fax, regular mail, courier, or delivered by hand. See our Careers / How to Apply webpage for additional information.
This position is Open until Filled. The first review of applications will begin on February 22, 2019.
In compliance with the Americans with Disabilities Act (ADA), SANDAG will accommodate persons who require assistance in order to apply for a position at SANDAG. Applicants requiring an accommodation due to a disability during any stage of the recruitment and selection process, including requesting this document and related application materials in an alternative format, should make their needs known by contacting Human Resources at (619) 699-1900, (619) 699-1904 (TTY), fax (619) 699-6905, or hr@sandag.org .
Application Supplement
To help us further evaluate the skills and experience of individuals interested in this position, applicants are asked to respond to the Supplemental Questions below. The information should be submitted with the Employment Application. This is considered a required component of the application; applications received without a response will be screened out of the selection process.
Supplemental Questions
Provide an example of a time when you helped to improve the efficiency of an office process or procedure. Please provide an example from your experience that is related to the information presented in this position announcement.
Provide an example that highlights your organizational skills and abilities.
Candidate Selection and Notification
Following the first review date for applications, candidates will receive written confirmation that their application has been received. The hiring manager will begin reviewing and evaluating applications within a few days of the first review date. Based on this evaluation, the best qualified candidates will be invited to continue in the selection process. All candidates will receive written notification as to the final outcome of their application.
Further Information
The SANDAG website contains a wealth of information about our various project and program areas. The Careers section of the site lists all of our current Job Openings as well as information on how to apply for positions and Frequently Asked Questions about our recruitment process.
In compliance with the Immigration Reform and Control Act of 1986, applicants hired by SANDAG must show acceptable proof of identity and evidence of authorization to work in the United States.
SANDAG is an Equal Opportunity Employer
San Diego Association of Governments - SANDAG
Otay Mesa, San Diego, CA, USA
SANDAG operates the South Bay Expressway, a 10-mile toll road located in the southern part of San Diego County, and the I-15 Express Lanes, a 20-mile stretch of express lanes along the I-15 corridor. On average, 60,200 trips are made over the toll road and express lanes each day. Drivers pay a fee for doing so, either through a pre-paid FasTrak transponder, cash, credit card, or online using the Pay-by-Plate program.
The Customer Service Representatives (CSR) provide telephone, in-person, and email support to users of the South Bay Expressway and the I-15 Express Lanes in a fast-paced environment; the Call Center receives an average of 17,500 calls per month. CSRs offer general information about the toll road, the express lanes, options for paying tolls, and assist with establishing and maintaining FasTrak accounts. They also identify vehicles who do not pay their toll at the time the roadways were used and contact drivers to provide options for the payment of outstanding tolls and fees.
The Regional Tolling Customer Service Center (CSC) is located in Otay Mesa, at the south end of the 125 toll road; this is the work location for the CSR team. The CSC is open between 7 a.m. and 6 p.m. on Monday through Friday. Evening and weekend work may occasionally be required.
Job Responsibilities
Provide prompt, courteous, and helpful assistance to customers that results in a lasting positive impression of SANDAG, the toll road, and the express lanes.
Educate and inform customers about promotional offers; actively market FasTrak transponder accounts and distribute information to interested customers.
Respond to a broad range of inquiries from customers related to payment of tolls, pre-paid FasTrak accounts, and general questions about the toll road and the express lanes; most customer interaction is by telephone, as well as in person, via email or mail.
Contact and provide information to customers about toll amounts due; educate customers about payment options; prepare collection notices for overdue account balances; diffuse difficult customer situations and facilitate account resolution.
Review trips made by non-FasTrak account holders to determine monthly toll charges; prepare billing statements; process customer transactions including payments made by credit card, personal check, or cash.
Maintain accurate account information and records of customer communications using a Customer Relationship Management (CRM) software; maintain the confidentially and integrity of customer data.
Assemble welcome kit and account materials; refurbish and test transponders.
Experience and Qualifications
Candidates should possess a high school diploma, or equivalent, and two years of recent experience in a customer service environment. Key qualifications for these positions include:
Experience working in a high-volume, professional call center environment, answering inbound and conducting outbound customer service calls.
Demonstrated knowledge of effective customer service techniques; experience diffusing and resolving difficult or hostile customer interactions is desirable.
Experience maintaining customer account records in an electronic database; experience researching account information and providing accurate responses to customer questions; ability to explain information clearly and concisely.
Experience processing account payments, including credit card and cash transactions; ability to perform mathematical calculations.
Experience performing data entry tasks with a high degree of speed and accuracy.
Knowledge of telephone etiquette; excellent verbal and written communication skills including appropriate use of the English language; ability to write emails and draft routine correspondence; Spanish language skills are desirable.
Demonstrated computer software proficiency using the Microsoft Office Suite, and conducting Internet research; experience with call center/CRM software applications is desirable.
Candidates must pass a pre-employment criminal background check; periodic background checks will be a condition of ongoing employment. The selected candidates also can anticipate a driving record check upon hire, and approximately annually thereafter.
Salary and Benefits
The Customer Service Representative positions have a pay rate of $13.88 to $22.21 per hour; the starting pay rate will depend on the qualifications and experience of the candidates. SANDAG offers health, dental, and vision insurance as well as employee assistance, wellness, and work/life balance programs. Employees are provided with paid time off in addition to paid holidays. Contributions to financial security are provided through a pension plan.
How to Apply
Submit a completed Employment Application, and the required Application Supplement (writing sample). The Employment Application can be downloaded in PDF format from the SANDAG website. Alternatively, a copy can be requested by calling (619) 699-1900 or emailing hr@sandag.org . See our Careers / How to Apply webpage for additional information.
Application Supplement
In addition to the Employment Application, candidates are asked to prepare a sample email message in response to the scenario below. The sample email can be up to 250 words in length and should be submitted with the Employment Application.
Scenario
Prepare an email message in response to the following:
A customer emailed you after receiving a Notice of Toll Evasion stating they owed South Bay Expressway a $2.50 toll and a $40.00 non-payment fine. The toll and fine amounts are posted on the road. The customer claims they were lost/confused when using the toll road, and according to our records, this was the first time the customer’s vehicle had been on the road. South Bay Expressway policies allow for a fine to be reduced to $10.00 for first time users of the road. This is a one-time only courtesy.
Further Information
SANDAG will accommodate persons who require assistance in order to apply for a position at SANDAG. Applicants requiring an accommodation due to a disability during any stage of the recruitment, including requesting this document and related materials in an alternative format, should make their needs known by contacting Human Resources at (619) 699-1900, (619) 699-1904 (TTY), fax (619) 699-6905, or hr@sandag.org .
In compliance with the Immigration Reform and Control Act of 1986, applicants hired by SANDAG must show acceptable proof of identity and evidence of authorization to work in the United States.
SANDAG is an Equal Opportunity Employer
Full Time
SANDAG operates the South Bay Expressway, a 10-mile toll road located in the southern part of San Diego County, and the I-15 Express Lanes, a 20-mile stretch of express lanes along the I-15 corridor. On average, 60,200 trips are made over the toll road and express lanes each day. Drivers pay a fee for doing so, either through a pre-paid FasTrak transponder, cash, credit card, or online using the Pay-by-Plate program.
The Customer Service Representatives (CSR) provide telephone, in-person, and email support to users of the South Bay Expressway and the I-15 Express Lanes in a fast-paced environment; the Call Center receives an average of 17,500 calls per month. CSRs offer general information about the toll road, the express lanes, options for paying tolls, and assist with establishing and maintaining FasTrak accounts. They also identify vehicles who do not pay their toll at the time the roadways were used and contact drivers to provide options for the payment of outstanding tolls and fees.
The Regional Tolling Customer Service Center (CSC) is located in Otay Mesa, at the south end of the 125 toll road; this is the work location for the CSR team. The CSC is open between 7 a.m. and 6 p.m. on Monday through Friday. Evening and weekend work may occasionally be required.
Job Responsibilities
Provide prompt, courteous, and helpful assistance to customers that results in a lasting positive impression of SANDAG, the toll road, and the express lanes.
Educate and inform customers about promotional offers; actively market FasTrak transponder accounts and distribute information to interested customers.
Respond to a broad range of inquiries from customers related to payment of tolls, pre-paid FasTrak accounts, and general questions about the toll road and the express lanes; most customer interaction is by telephone, as well as in person, via email or mail.
Contact and provide information to customers about toll amounts due; educate customers about payment options; prepare collection notices for overdue account balances; diffuse difficult customer situations and facilitate account resolution.
Review trips made by non-FasTrak account holders to determine monthly toll charges; prepare billing statements; process customer transactions including payments made by credit card, personal check, or cash.
Maintain accurate account information and records of customer communications using a Customer Relationship Management (CRM) software; maintain the confidentially and integrity of customer data.
Assemble welcome kit and account materials; refurbish and test transponders.
Experience and Qualifications
Candidates should possess a high school diploma, or equivalent, and two years of recent experience in a customer service environment. Key qualifications for these positions include:
Experience working in a high-volume, professional call center environment, answering inbound and conducting outbound customer service calls.
Demonstrated knowledge of effective customer service techniques; experience diffusing and resolving difficult or hostile customer interactions is desirable.
Experience maintaining customer account records in an electronic database; experience researching account information and providing accurate responses to customer questions; ability to explain information clearly and concisely.
Experience processing account payments, including credit card and cash transactions; ability to perform mathematical calculations.
Experience performing data entry tasks with a high degree of speed and accuracy.
Knowledge of telephone etiquette; excellent verbal and written communication skills including appropriate use of the English language; ability to write emails and draft routine correspondence; Spanish language skills are desirable.
Demonstrated computer software proficiency using the Microsoft Office Suite, and conducting Internet research; experience with call center/CRM software applications is desirable.
Candidates must pass a pre-employment criminal background check; periodic background checks will be a condition of ongoing employment. The selected candidates also can anticipate a driving record check upon hire, and approximately annually thereafter.
Salary and Benefits
The Customer Service Representative positions have a pay rate of $13.88 to $22.21 per hour; the starting pay rate will depend on the qualifications and experience of the candidates. SANDAG offers health, dental, and vision insurance as well as employee assistance, wellness, and work/life balance programs. Employees are provided with paid time off in addition to paid holidays. Contributions to financial security are provided through a pension plan.
How to Apply
Submit a completed Employment Application, and the required Application Supplement (writing sample). The Employment Application can be downloaded in PDF format from the SANDAG website. Alternatively, a copy can be requested by calling (619) 699-1900 or emailing hr@sandag.org . See our Careers / How to Apply webpage for additional information.
Application Supplement
In addition to the Employment Application, candidates are asked to prepare a sample email message in response to the scenario below. The sample email can be up to 250 words in length and should be submitted with the Employment Application.
Scenario
Prepare an email message in response to the following:
A customer emailed you after receiving a Notice of Toll Evasion stating they owed South Bay Expressway a $2.50 toll and a $40.00 non-payment fine. The toll and fine amounts are posted on the road. The customer claims they were lost/confused when using the toll road, and according to our records, this was the first time the customer’s vehicle had been on the road. South Bay Expressway policies allow for a fine to be reduced to $10.00 for first time users of the road. This is a one-time only courtesy.
Further Information
SANDAG will accommodate persons who require assistance in order to apply for a position at SANDAG. Applicants requiring an accommodation due to a disability during any stage of the recruitment, including requesting this document and related materials in an alternative format, should make their needs known by contacting Human Resources at (619) 699-1900, (619) 699-1904 (TTY), fax (619) 699-6905, or hr@sandag.org .
In compliance with the Immigration Reform and Control Act of 1986, applicants hired by SANDAG must show acceptable proof of identity and evidence of authorization to work in the United States.
SANDAG is an Equal Opportunity Employer
