Customer Service Representative Call Center - Examination

City of Cleveland • 2002 - Water, OH

9h • Onsite

About The Position

This is an examination for the Customer Service Representative - Call Center position (CS2026-056). By submitting an application, you are applying to take a Civil Service Examination to be placed on an Eligible List for future openings. The 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. The role involves handling a high volume of utility customer inquiries, concerns, or complaints regarding accounts, equipment, and services via walk-in or telephone, in accordance with established guidelines and procedures. This includes investigating and addressing meter information, customer usage, account, and bill payment history, performing account analysis, assessing potential theft of services or causes for unusual meter readings, calculating charges, making billing adjustments, and evaluating customer eligibility for various programs and arrangements.

Requirements

• High School Diploma or GED required.
• 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 required.
• 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.
• Excellent analytical and problem-solving skills.
• Excellent follow-up and follow-through skills with both internal and external customers.
• Ability to manage heavy call volume in a timely manner.
• Ability to follow all communication procedures, policies, and guidelines during every customer interaction.
• Ability to identify customer issues with information presented and ensure resolution.
• Good organizational and time-management skills.

Nice To Haves

• Experience in a utility call center is preferred.
• 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.
• Completion of any related City of Cleveland apprenticeship program.
• The ability to speak a second language is preferred.

Responsibilities

• 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 and job aids, 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 and service programs, bill extensions, or extended payment arrangements and determine if supervisory approval is needed for such.
• 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 etiquettes 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.

Benefits

• Residency credit may be added to passing scores for City of Cleveland residents.
• Veterans' preference points may be added to scores for eligible veterans.

What This Job Offers

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