Customer Service Associate (Sewerage And Water Board) (Class Code 7401)

City of New Orleans • New Orleans, LA

6d • Onsite

About The Position

Intermediate level customer service work in a high volume call center at the Sewerage & Water Board. Work receiving, processing, and responding to service requests and agency informational inquiries received from the public via the telephone, in-person, facsimiles, e-mails, and other electronic services; and related work as required. This position will not handle police, fire or ems related public safety calls. Employees in this classification work a fixed or rotating shift and may work weekends. Work during emergencies is required. Allocations of this classification are limited to the Sewerage and Water Board's call center.

Requirements

• High School Diploma or a GED.
• One year (1) of customer service experience in a high volume call center environment OR three (3) years of customer service experience in any field.
• Successful completion of fifteen (15) college credit hours from an accredited college or university.
• A call center is a place where customer calls are handled using computer automation. Typically a call center has the ability to: a) handle a considerable volume of calls at the same time, b) to screen calls and forward them to someone qualified to handle them, and c) to log calls.
• Must provide original documents of their qualifying credentials to the hiring agency prior to their start date.
• A one (1) year probationary period is required.
• A qualifying computerized keyboarding test with a minimum score of twenty (20) words per minute after the deduction of errors.
• Must pass the written test in order to be admitted to the computerized keyboarding test.
• Good moral character is required.
• Must have a current driver's license on their person for purposes of identification during all phases of an examination, or provide other picture identification.
• High School diplomas and GEDs must be issued by a state Department of Education or an institution recognized by a state Department of Education.
• College diplomas from foreign countries will be accepted if the applicant submits a statement of educational equivalency from one of the evaluation services accepted by the Department of Civil Service.
• Applicants will not receive credit for unpaid work unless specified on the job announcement.
• Partial credit only will be given for related part time employment.
• Experience credit will be granted for related provisional appointments (internal applicants).
• Must provide original documents of their qualifying credentials to the hiring agency prior to their start date in this job classification.

Nice To Haves

• Successful completion of the following courses offered by the Civil Service Employee Growth and Development Division or equivalent courses offered by the Sewerage & Water Board's Training Division: Basic Grammar Usage and Proofreading (COMM 110 or COMM 111), Basic Grammar Usage and Proofreading (COMM 112), Basic Office Skills (GCLE 310), Techniques of Good Customer Service (PBSV 220), Telephone Techniques (PBSV 230). Coursework requirements have been waived for current employees, but this waiver will be eliminated effective January 1, 2020.

Responsibilities

• Receiving, processing, and responding to service requests and agency informational inquiries received from the public via the telephone, in-person, facsimiles, e-mails, and other electronic services.

Benefits

• Work during emergencies is required.
• Employees hired under the domicile waiver remain exempt from the city's residency requirement for the duration of their employment at the Sewerage and Water Board.
• Additional exceptions to the domicile requirement may be made on a case-by-case basis.
• Veterans preference may be given.
• The City of New Orleans is an equal opportunity employer and does not discriminate on the basis of race, color, religion, national origin, gender, age, physical or mental disability, sexual orientation, creed, culture, or ancestry.
• Sewerage and Water Board utilizes E-Verify to confirm the employment eligibility of all newly hired employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED