Customer Service Representative Call Center – Examination

Customer Service Representative – Call Center Examination

Job Number: CS2026-056

Salary: $15.92 – $22.80 per hour.

Examples of Duties

Under supervision, handle a high volume of utility customers to resolve inquiries, concerns, or complaints regarding accounts, equipment, and services by walk‑in or telephone. Use computers, headsets, reference materials, and job aids to investigate and address meter information, customer usage, account, and bill payment history. Perform thorough account analysis to resolve inquiries within established policies. Assess information to determine theft of services or causes for high/low meter readings. Calculate charges and make billing adjustments as necessary. Evaluate eligibility for billing adjustments, service programs, bill extensions, or payment arrangements, and determine supervisory approval needs. Explain applicable policies, answer questions on billing, collections, and permits, and resolve customer issues. Use excellent listening, soft‑skills, phone etiquette, and professional communication. Complete necessary forms, documents, or letters to establish new accounts, terminate service, request repairs, issue permits, or initiate account adjustments. Enter accurate data into customer records, refer customers to appropriate offices or agencies, follow up to meet service levels, and perform other related duties.

Minimum Qualifications

1. High School Diploma or GED required. Must satisfy one of the following:
   1. 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 environment (experience in a utility call center preferred);
   2. Completion of a customer service specialization certification and training program plus one year of full‑time, paid experience with similar duties;
   3. Completion of any related City of Cleveland apprenticeship program.
2. Intermediate level knowledge and skill operating a personal computer, navigating the Internet, and using Microsoft Word and Excel or a customer account database.
3. Fluency in English; excellent oral and written communication skills.
4. Excellent analytical and problem‑solving skills; good organizational and time‑management skills.
5. Ability to manage heavy call volume in a timely manner, follow all communication procedures, identify customer issues, and ensure resolution.
6. Second language proficiency preferred.

Residency Credit

A primary residence in the City of Cleveland for at least one year at the time of filing a Civil Service application adds ten (10) points to a passing score, if the examination scoring process considers residency credit. Applicants must upload legible copies of a signed and notarized Residency Affidavit.

Reference to Residency Affidavit: https://www.clevelandohio.gov/sites/clevelandohio/files/AffidavitOfResidency0321.pdf

Veterans Preference

Veterans’ preference will be awarded in accordance with Civil Service Rules 4.40E, 4.40F, and 4.40G. Proof of active service (DD Form 214) must be presented at the time of filing the examination application. Eligible veterans may receive additional points based on discharge type and service‑connected disability.

Equal Opportunity Statement

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

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