WWW Customer Care Analyst II- Department of Public Works

Baltimore City•Baltimore, MD

2d•$45,427 - $74,042•Onsite

About The Position

A WWW Customer Care Analyst II serves as a liaison between customers and City agencies. The work of this class involves no supervisory duties or responsibilities. Incumbents receive moderate supervision from a technical superior. Employees in this class work a conventional workweek. Work is performed in an office where normal working conditions are encountered. Work requires minimal physical exertion.

Requirements

Graduated from an accredited high school or possess a GED certificate.
One year as a Customer Care Analyst I or one year of experience in billing/collection, preferably in a municipal government.
Basic knowledge of Microsoft Office suites as part of the customer service environment.
Knowledge of current office systems, practices, procedures, and administration.
Knowledge of general office equipment and personal computers including word processing, spreadsheets, and related software packages such as Excel and Microsoft Word.
Skill in researching both hardcopy and electronic records and files.
Ability to effectively communicate both verbally and in writing with internal and external customers through phone, email or in person.
Ability to make simple mathematical computations with speed and accuracy.
Ability to understand and follow complex oral and written instructions.
Ability to establish and maintain effective working relationships with co-workers and customers.
Education must be obtained from an accredited institution.
Education credentials obtained out of the US must be evaluated for US equivalency.

Nice To Haves

Experience preferably in a municipal government.

Responsibilities

Serve as a liaison between customers and City agencies.
Handle currency and make correct change.
Interpret, explain, and apply billing policies and procedures.
Maintain clerical and accounting records and prepare reports from such records.
Adapt to frequent changes in processing of daily work and be highly productive and accurate.