Job Title
CUSTOMER SERVICE REPRESENTATIVE – CALL CENTER Examination
Salary
$15.92 – $22.80 per hour.
Examination Information
The written examination may be computerized or a traditional pencil and paper test designed to assess the objectives of the duties and minimum qualifications of the classification.
Duties
- Under supervision, correctly handle 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.
- Receive information regarding customer’s circumstances.
- Use computers, headsets, reference materials, government records, training sessions, etc. to investigate and address meter information as well as customer usage, account, and bill payment history.
- Perform thorough account analysis of all known information to resolve a customer inquiry within the framework of established policies and procedures.
- Assess resulting information to determine theft of services or possible causes for high or low meter readings.
- Calculate specific charges and make billing adjustments as necessary.
- Evaluate customer eligibility for billing adjustments, service programs, bill extensions, or extended payment arrangements and determine if supervisory approval is needed.
- Explain applicable policies and procedures to customers.
- Answer simple to complex questions related to billing, collections, and permits.
- Inform customers of possible reasons for high or low bills and take necessary steps to resolve the customer’s issues.
- Use excellent listening skills, soft skills, customer service, and phone etiquette as it relates to serving walk-in and phone customers.
- Use professionally assertive communication and negotiation skills with difficult customers.
- Complete necessary forms, documents, or letters to establish new accounts, establish or terminate service, request repairs, issue permits, and initiate account adjustments.
- Enter highly accurate and complete information to update customer records to confirm conversation and interactions with customers.
- Refer customers to appropriate offices or agencies.
- Follow up with customer as necessary to meet the required service level.
- Perform other job-related duties as required.
Minimum Qualifications
- High School Diploma or GED 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; experience in a utility call center preferred.
- (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.
- (iii) Completion of any related City of Cleveland apprenticeship program.
- Demonstrate 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.
- Ability to speak a second language is preferred.
- Excellent analytical and problem-solving skills, and excellent follow-up and follow-through skills with both internal and external customers.
- Ability 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.
- Good organizational and time-management skills.
Residency Credit
A person who has had 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. (NOTE: Not all Examinations consider residency credit in the scoring process). To substantiate a claim for residency points, applicants must upload legible copies of the Residency Affidavit.
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 the application for the examination in which credit is sought to qualify for veterans’ credit. Veteran with an honorable discharge or a general discharge under honorable conditions shall receive an additional five (5) points added to their raw score on the examination; ten (10) points are added if supporting documentation indicates more than fifteen percent (15%) service-connected disability.
EEO 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, and religion.
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