Customer Service Representative – Call Center Examination

CIVIL SERVICE COMMISSION

APPROVED C.S.C. MINUTES 3/24/17 bi ANNOUNCEMENT NUMBER CS2017-57 CUSTOMER SERVICE REPRESENTATIVE – Call Center (OPEN)

Public notice is hereby given by the Civil Service Commission of Cleveland, Ohio, of an open competitive examination for the above classification.

FILING OF APPLICATION:
Application must be made electronically through the City of Cleveland’s web site:

http://www.city.cleveland.oh.us/CityofCleveland/Home/Government/CityAgencies/CivilServiceCommission/TestingAnnouncements

No other form or method of application will be accepted. Absolutely no paper applications will be accepted.

THE ELECTRONIC APPLICATION PERIOD IS FROM 12:01 A.M. ON FRIDAY, MARCH 31, 2017 UNTIL 11:59 PM. ON THURSDAY, APRIL 13, 2017. NOTE: APPLICATIONS WILL NOT BE ACCEPTED AFTER 11:59 PM ON THURSDAY, APRIL 13, 2017.

THE CIVIL SERVICE COMMISSION’S POLICY IS THAT NO LATE FILING WILL BE ALLOWED.

NOTE: YOU ARE NOT APPLYING FOR AN IMMEDIATE JOB OPENING. YOU ARE APPLYING TO TAKE AN EXAMINATION WHICH WILL BE USED TO CREATE AN ELIGIBLE LIST FOR THIS JOB CLASSIFICATION. THAT LIST WILL BE USED FOR FUTURE HIRES IN THIS JOB CLASSIFICATION.

NOTE: All correspondence, notifications, and certifications will be made with applicants via email. Any updates of email or your online profile must be made at CS@city.cleveland.oh.us.

SALARY: The prevailing salary for this position as established by Ordinance of the Council of the City of Cleveland is $14.28 – $18.57 per hour.

EXAMINATION INFORMATION

TYPE: ELECTRONIC EXAMINATION (Written as well as Typing Tests) Applicants will be notified via email regarding the time, date, and place of these tests.

NOTE: All copies of diplomas, licenses, certificates, resumes and any other required documents must be uploaded and included with your Application when it is submitted. Applications without the required documents will be rejected.

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, 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. Follows up with customer if necessary. Performs other job-related duties as required. Follows all operations and safety policies and safe work practices. Attends and participates in operations and safety training classes and demonstrates competence (demonstration of competence may be determined by exam.) Wears and properly utilizes safety equipment in accordance with Divisional policy at all times.

MINIMUM QUALIFICATIONS:
A High School Diploma or GED is required. An Associate’s Degree in Accounting, Business, or a related field from an accredited college or university is required. Two years of full-time paid experience of 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. (Substitution: two years of full-time paid relevant call center or customer service experience in a high volume business (office) environment may be substituted for each year of college education lacking.) Must demonstrate the following: intermediate level knowledge and skill of the internet and Microsoft Word and Excel; a typing speed of 30 words per minute with 80% accuracy; fluency in English; excellent oral and written communication skills. The ability to use a headset while sitting at a workstation continuously for up eight (8) hours during the work shift is required. The ability to speak a second language is preferred. Must possess excellent analytical skills as well as excellent follow-up and follow-through skills with both internal and external customers. Must also possess good organizational and time-management skills.

NOTE: Minimum qualifications must be met as of the last day of the filing period unless otherwise stated.

SUPPLEMENTAL INFORMATION:
NOTE: Any applicant that willfully provides any false document, statement, or certification in regard to any test will be terminated from all processing, removed from any eligible list, and may face possible criminal prosecution.

VETERANS’ PREFERENCE

Veterans’ preference will be awarded, when applicable, to eligible veterans in accordance with Civil Service Rules 4.40E, 4.40F and 4.40G. Proof of active service or a DD Form 214, must be presented to the Commission at the time of filing application for the examination in which credit is sought in order to qualify for veterans’ credit. If the applicant has received an honorable discharge or a general discharge under honorable conditions that applicant shall receive an additional five (5) points added to their raw score on the examination.

RESIDENCY CREDIT

In accordance with the Charter of the City of Cleveland: A person who has had as his/her primary residence in the City of Cleveland for at least one year at the time of filing a Civil Service application , and desires to take an entry-level Civil Service examination, shall, if a passing grade on the written examination is attained, have ten (10) points added to his/her passing score.

In order to receive residency credit, applicants must present the originals OR LEGIBLE COPIES of 4 different proofs of residency from ONE YEAR AGO* and 4 different proofs of residency that are CURRENT** (A total of EIGHT documents) for verification at the time of filing . (“Different” means that an applicant can provide (for example) a bank statement from a year ago, and a current statement for the same bank account, but cannot provide multiple statements from the same account for different months to satisfy the 4 proofs requirement.

Such proofs include:
Driver’s License

Bank Statements

Utility Bills

Mortgage or Lease Agreement

Bills from creditors not listed above

Other Postmarked mail such as magazines with name and mailing label attached, organization newsletters, medical/dental bills, voter registration card, or motor vehicle registration

Insurance Statement (Home insurance, rental insurance, car insurance or other insurance documents). * “ONE YEAR AGO” SHALL BE ONE YEAR PREVIOUS TO DATE OF FILING . For example, if you are filing for the examination in March of 2017 you must present 4 different documents dated January, February, or March of 2016 .

** “CURRENT” SHALL BE WITH IN THE LAST THREE MONTHS . For example, if you are filing for the examination in March of 2017 you must present 4 different documents dated January, February, or March of 2017 .

NOTE: IF CREDITORS ARE PAID ONLINE, A COPY OF BILL IS TO BE PRINTED SHOWING THE ADDRESS OF THE APPLICANT. THE BILL MUST HAVE THE DATE VISIBLE.

THE COMMISSION WILL NOT ENTERTAIN APPEALS FOR RESIDENCY OR VETERANS’ PREFERENCE CREDIT AFTER THE APPLICANT HAS FILED HIS/HER APPLICATION. THE DECISION OF THE COMMISSION IS FINAL.