Customer Service Representative Call Center

Salary: See Position Description Location : VAR - Various Locations Job Type:

Full-time Job Number: CS2023-128 Department: 2001 - Public Utilities - Administration Division: 200102 - Utilities Administrative Svcs Opening Date: 11/03/2023 Closing Date: Continuous 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: TYPING TEST: Those who type 25 WPM or more with an 80% or better accuracy, will take the written exam. (PASS or FAIL) 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) Two years 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; a typing speed of 20 words per minute; 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. The City of Cleveland makes available a variety of benefit options depending upon your employment status and any applicable union membership. In general, benefit options include comprehensive medical, dental, vision, prescription medical and life insurance.

Specific information regarding benefit eligibility will be discussed and reviewed at the time of hire. 01 Do you have a High School Diploma or GED?(REQUIRED: Attach a PDF or JPG copy of your diploma or transcript before submitting your application. In lieu of a HS Diploma, you may submit a copy of your transcripts or a letter from your high school or Board of Education saying you graduated (on official letterhead). If you have completed an Associate's degree or better, attach a copy of that degree or transcript instead. ) Yes No 02 Do you have two(2) years of full-time paid experience handling telephone and/or walk-in customers with emphasis on customer services, collections, billings, and/or services complaints in a high -volume business (office environment, experience in utility call center.

Yes No 03 Have you completed a customer services specialization certification and training program together with one (1) or more years of full time paid experience handling telephone and /or walk -in customers with emphasis on customer service, collections, billings, and/or services complaints in a high volume business (office) environment?) Yes No 04 Have you completed any related City of Cleveland certified apprenticeship program? Yes No 05 Do you have intermediate level knowledge and skill operating a personal computer, navigating the internet, Microsoft word, excel, or customer account database, and typing 20 word per minutes? Yes No 06 :::NOTE::: Did you upload the required files in the ATTACHMENT section of this application before clicking the submit button? Failure to submit these documents will result in AUTOMATIC REJECTION OF YOUR APPLICATION. (Each file must be either JPEG or PDF file format AND cannot be any larger than 5 MB in size.) Yes No Required Question