Customer Service Representative Call Center

Description

CITY OF CLEVELAND...

CIVIL SERVICE COMMISSION ANNOUNCEMENT# CS2023-128 de

APPROVED C.S.C. MEETING MINUTES 10/27/2023

Customer Service Representative Call Center Examination

(OPEN)

APPLY: www.governmentjobs.com/careers/cleveland

OPEN DATE: Friday, November 3, 2023

CLOSE DATE: Continuous

SALARY:?The prevailing salary for this position as established by Ordinance of the Council of the City of Cleveland is $15.92 - $22.80 per hour.

EXAMINATION INFORMATION:

WRITTEN EXAMINATION:? The exam may be computerized or a traditional pencil and paper designed to test the objectives of the duties and minimum qualifications of the classification. (100% of score)

If additional information is required, a message will be sent to the email address provided in your application. You will be notified via email message of the time, date, and location of the examination.

Examples of Duties

Under supervision, correctly handles a high volume of utility customers to resolve inquiries, concerns, or complaints regarding their accounts, equipment, and services by walk-in or telephone in accordance with established guidelines and procedures. Receives information regarding customer's circumstances. Uses computers, headsets, reference materials and job aids, government records, training sessions, etc. to investigate and address meter information as well as customer usage, account, and bill payment history. Performs thorough account analysis of all known information to resolve a customer inquiry within the framework of established policies and procedures. Assesses resulting information to determine theft of services or possible causes for high or low meter readings. Calculates specific charges and makes billing adjustments as necessary. Evaluates customer eligibility for billing adjustments and service programs, bill extensions, or extended payment arrangements and determines if supervisory approval is needed for such. Explains applicable policies and procedures to customers. Answers simple to complex questions related to billing, collections, and permits. Informs customers of possible reasons for high or low bills and takes necessary steps to resolve the customer's issues. Uses excellent listening skills, soft skills, customer service, and phone etiquettes as it relates to serving walk-in and phone customers. Uses professionally assertive communication and negotiation skills with difficult customers. Completes necessary forms, documents, or letters to establish new accounts, establish or terminate service, request repairs, issue permits, and initiate account adjustments. Enters highly accurate and complete information to update customer records to confirm conversation and interactions with customers. Refers customers to appropriate offices or agencies. Follows up with customer as necessary to meet the required service level. Performs other job-related duties as required.

Minimum Qualifications

A High School Diploma or GED is required. Must satisfy ONE of the following: (i) One year of full-time paid experience handling telephone and/or walk-in customers with emphasis on customer service, collections, billing, and/or service complaints in a high-volume business (office) environment is required, experience in a utility call center is preferred; OR (ii) Completion of a customer service specialization certification and training program together with one year of full time paid experience handling telephone and/or walk-in customers with emphasis on customer service, collections, billing, and/or service complaints in a high volume business (office) environment; OR (iii) Completion of any related City of Cleveland apprenticeship program. Must demonstrate the following: intermediate level knowledge and skill operating a personal computer, navigating the internet, and Microsoft Word and Excel, and/or customer account database; fluency in English; excellent oral and written communication skills. The ability to speak a second language is preferred. Must possess excellent analytical and problem-solving skills as well as excellent follow-up and follow-through skills with both internal and external customers. Must be able to: manage heavy call volume in a timely manner, follow all communication procedures, policies, and guidelines during every customer interaction, identify customer issues with information presented and ensure resolution. Must also possess good organizational and time-management skills.

Minimum qualifications must be met as of the last day of the filing period.

Supplemental Information

We are an equal opportunity employer. We do not discriminate on the basis of race, color, sex, national origin/ancestry, military status, disability, age and religion

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