Customer Care Analyst III - Department of Transportation

Baltimore City

14d•$48,653 - $79,299•Onsite

About The Position

A Customer Care Analyst III serves as a liaison between customers and City agencies. The work of this class involves making recommendations for complex adjustments, cancellations, and corrections to customer accounts. Work of this class may involve leading Customer Care Analyst I and II’s but does not involve full supervisory duties or responsibilities. Incumbents receive general 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

Graduation from an accredited high school or possession of a GED certificate.
Three years of experience in billing/collection, preferably in a municipal government.
General knowledge of Microsoft Office Suites (Word, Excel).
Ability to effectively communicate both verbally and in writing with internal and external customers through phone, email or in person.
Ability to handle currency and make correct change.
Skill in researching both hardcopy and electronic records and files.
Ability to make moderately complex mathematical computations with speed and accuracy.
Ability to understand and follow complex oral and written instructions.
Ability to operate a desktop computer and routine software programs, including routine billing system procedures.
Ability to establish and maintain effective working relationships with co-workers and customers.
Must complete a mandatory six-month probation.
Authorization for a Criminal Background Check and/or Fingerprint must be successfully completed for positions of trust.

Nice To Haves

Experience preferably in a municipal government.
Experience in customer service delivery environment.

Responsibilities

Making recommendations for complex adjustments, cancellations, and corrections to customer accounts.
Leading Customer Care Analyst I and II’s (without full supervisory duties).
Interpreting, explaining, and applying billing policies and procedures.
Assigning, reviewing, and approving the work of Customer Care Analyst I and II.
Maintaining clerical and accounting records and preparing reports from such records.
Adapting to frequent changes in processing of daily work and being highly productive and accurate.