Service Representative-Open Competitive Exam

Service Representatives answer customer inquiries about a variety of services provided by the City and the billing associated with those services.  Service Representatives receive requests for services and concerns from a variety of sources and follow-up to ensure that matters have been resolved.  This employee also provides callers with general information and makes referrals to City departments or outside services, as appropriate.  Employees in this class are assigned to the City's Call Center and are supervised by higher level personnel.  Employees in this title will be required to work various shifts including weekends and holidays.  Related work is performed as required.

• Responds to customer inquiries, from a variety of sources, concerning services provided by the City of Rochester;

• Enters customer service requests and other contacts into a computerized tracking system as required;

• Researches records, contacts other City offices, and if necessary forwards service requests to obtain information or initiate action needed to resolve service requests, customer concerns or inquires;

• Resolves routine customer concerns (within established guidelines) by contacting the responsible unit;

• Follows up with customers to determine their level of satisfaction with the services rendered;

• Compiles and analyzes basic information used in statistical reports based on system records;

• Refers to schedules, procedures, charts, maps, and databases to provide information, such as services, rates and service days;

• Recognizes and documents the need to change or correct information contained in databases or on reference materials;

• Generates routine correspondence which may include form letters or customer satisfaction inquiries;

• Schedules and dispatches work to other City employees;       

• May use TTY (Teletypewriter) equipment for communication with hearing impaired callers;

• May participate in community meetings and events to explain City services.

High school diploma or Equivalent: PLUS1 and 2: 

• One (1) year of public contact experience, involving giving and receiving of information in a customer service or billing office environment;     AND
• One (1) year of work experience using a typewriter-style keyboard, or any typing or computer coursework.

NOTE:  The work experiences in sections 1 and 2 may have been acquired in either the same job or separate jobs.Scopes/Subjects of Examination:  A test designed to evaluate knowledge, skills and /or abilities in the following areas.

Name and Number Checking:  These questions test for the ability to distinguish between sets of words, letters, and/or numbers that are almost exactly alike.  Material is usually presented in two or three columns, and you will have to determine how the entry in the first column compares with the entry in the second column and possibly the third.  You will be instructed to mark your answers according to a designated code provided in the directions.

Operations with Letters and Numbers:  These questions test for skills and abilities in operations involving alphabetizing, comparing, checking and counting.  The questions require you to follow the specific directions given for each question which may involve alphabetizing, comparing, checking and counting given groups of letters and/or numbers.

Customer Service:  These questions test for knowledge of techniques used to interact with other people, to gather and present information, and to provide assistance, advice and effective customer service in a courteous and professional manner.  Questions will cover such topics as understanding and responding to people with diverse needs, perspectives, personalities, and levels of familiarity with agency operations, as well as acting in a way that both serves the public and reflects well on your agency.

Working with Office Records:  These questions test your ability to work with office records.  The test consists of two or more sets of questions, each set concerning a different problem.  Typical record keeping problems might involve the organization or collation of numerical data from several sources; maintaining a record system using running balances; or completion of a table summarizing data using totals, subtotals, averages and percents.  You should bring with you a hand-held battery- or solar-powered calculator for use on this test.  You will not be permitted to use the calculator function of your cell phone. 

Test Guide:

• The New York State Department of Civil Service has not prepared a test guide for this examination.  However, candidates may find information in the publication 'General Guide to Written Tests' helpful in preparing for this test.  This publication is available on line at:  https://www.cs.ny.gov/testing/testguides.cfm.

The Central Library of Rochester and Monroe County May have exam-related material, as well as, other branches.