Customer Service Representative Call Center Examination Salary $29,723.20 - $40,456.00 Annually Location CH - City Hall Job Type Full-time Department VARIOUS DEPARTMENTS Job Number CS2018-110 Closing 11/29/2018 11:59 PM Eastern Description CIVIL SERVICE COMMISSION APPROVED C.S.C. MINUTES 11/9/18 bi ANNOUNCEMENT NUMBER CS2018-110 CUSTOMER SERVICE REPRESENTATIVE, CALL CENTER (OPEN) Public notice is hereby given by the Civil Service Commission of Cleveland, Ohio, of an open competitive examination for the above classification. FILING OF APPLICATION: Application must be made electronically through the City of Cleveland's web site: No other form or method of application will be accepted. Absolutely no paper applications will be accepted. THE ELECTRONIC APPLICATION PERIOD IS FROM 12:01 A.M. ON FRIDAY, NOVEMBER 16, 2018 UNTIL 11:59 PM. ON THURSDAY, NOVEMBER 29, 2018 NOTE: APPLICATIONS WILL NOT BE ACCEPTED AFTER 11:59 PM ON THURSDAY, NOVEMBER 29, 2018 THE CIVIL SERVICE COMMISSION'S POLICY IS THAT NO LATE FILING WILL BE ALLOWED. IMPORTANT NOTE : At the time of submitting an application , copies of the following items are required to be uploaded as attachments to that application: Proof of Education (as provided herein); DD-214 or other materials to prove veteran's status (as described herein) only required if the applicant is seeking veteran's preference points Proofs of City of Cleveland Residency (as described herein) only required if the applicant is seeking residency points NOTE: All copies of diplomas, licenses, certificates, resumes and any other required documents must be uploaded and included with your Application when it is submitted. Applications without the required documents will be rejected. NOTE: ONCE YOU SUBMIT YOUR APPLICATION, FURTHER CHANGES TO THAT APPLICATION WILL NOT BE PERMITTED. All additional attachments, correspondence, notifications, and certifications will be made with and by applicants via email to CS@city.cleveland.oh.us . Any updates of email or your online profile must be made at . NOTE: YOU ARE NOT APPLYING FOR AN IMMEDIATE JOB OPENING. YOU ARE APPLYING TO TAKE AN EXAMINATION WHICH WILL BE USED TO CREATE AN ELIGIBLE LIST FOR THIS JOB CLASSIFICATION. THAT LIST WILL BE USED FOR FUTURE HIRES IN THIS JOB CLASSIFICATION. SALARY: The prevailing salary for this position as established by Ordinance of the Council of the City of Cleveland is $14.29 - $19.45 per Hour. EXAMINATION INFORMATION TYPE: WRITTEN/TYPING EXAMINATION: Applicants will be notified of the time, date, and place of the examinations. The typing portion of the exam will be Pass/Fail. Those applicants who do not type at least 25 words per minute (Gross words per minute minus errors) with at least an 80% accuracy, will receive a zero for their exam. Examples of Duties Under supervision, correctly handles 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. Receives information regarding customer's circumstances. Uses computers, 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. Performs thorough account analysis of all known information to resolve a customer inquiry within the framework of established policies and procedures. Assesses resulting information to determine theft of services or possible causes for high or low meter readings. Calculates specific charges and makes billing adjustments as necessary. Evaluates customer eligibility for billing adjustments and service programs, bill extensions, or extended payment arrangements and determines if supervisory approval is needed for such. Explains applicable policies and procedures to customers. Answers simple to complex questions related to billing, collections, and permits. Informs customers of possible reasons for high or low bills and takes necessary steps to resolve the customer's issues. Uses excellent listening skills, soft skills, customer service, and phone etiquettes as it relates to serving walk-in and phone customers. Uses professionally assertive communication and negotiation skills with difficult customers. Completes necessary forms, documents, or letters to establish new accounts, establish or terminate service, request repairs, issue permits, and initiate account adjustments. Enters highly accurate and complete information to update customer records to confirm conversation and interactions with customers. Refers customers to appropriate offices or agencies. Follows up with customer as necessary to meet the required service level. Performs other job-related duties as required. Follows all operations and safety policies and safe work practices. Attends and participates in operations and safety training classes and demonstrates competence (demonstration of competence may be determined by exam.) Wears and properly utilizes safety equipment in accordance with Divisional policy at all times. Minimum Qualifications A High School Diploma or GED is required. An Associate's Degree in Accounting, Business, or a related field from an accredited college or university is required. Two years of full-time paid experience of 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 is required, experience in a utility call center is preferred. (Substitution: two years of full-time paid relevant call center or customer service experience in a high volume business (office) environment may be substituted for each year of college education lacking.) Must demonstrate the following: intermediate level knowledge and skill of the internet and Microsoft Word and Excel; a typing speed of 25 words per minute with 80% accuracy; fluency in English; excellent oral and written communication skills. The ability to use a headset while sitting at a workstation continuously for up eight (8) hours during the work shift is required. The ability to speak a second language is preferred. Must possess excellent analytical skills as well as excellent follow-up and follow-through skills with both internal and external customers. Must also possess good organizational and time-management skills. NOTE: Minimum qualifications must be met as of the last day of the filing period unless otherwise stated. NOTE: THE CIVIL SERVICE COMMISSION RESERVES THE RIGHT TO REVIEW AND EVALUATE ANY AND ALL INFORMATION CONTAINED IN THE APPLICATION OR RESUME. LACK OF HONESTY WILL RESULT IN IMMEDIATE REMOVAL FROM THE ELIGIBLE LIST. Any applicant that willfully provides any false document, statement, or certification in regard to any test will be terminated from all processing, removed from any eligible list, and may face possible criminal prosecution. Supplemental Information RESIDENCY CREDIT In accordance with the Charter of the City of Cleveland: A person who has had as 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. In order to receive residency credit, applicants must present the originals OR LEGIBLE COPIES of 4 different proofs of residency from ONE YEAR AGO* and 4 different proofs of residency that are CURRENT** (A total of EIGHT documents) for verification at the time of filing . ("Different" means that an applicant can provide (for example) a bank statement from a year ago, and a current statement for the same bank account, but cannot provide multiple statements from the same account for different months to satisfy the 4 proofs requirement. Such proofs include: Driver's License Bank Statements Utility Bills Mortgage or Lease Agreement Bills from creditors not listed above Other Postmarked mail such as magazines with name and mailing label attached, organization newsletters, medical/dental bills, voter registration card, or motor vehicle registration Insurance Statement (Home insurance, rental insurance, car insurance or other insurance documents). * "ONE YEAR AGO" SHALL BE ONE YEAR PREVIOUS TO DATE OF FILING . For example, if you are filing for the examination in November of 2018 you must present 4 different documents dated September, October, or November of 2017 . ** "CURRENT" SHALL BE WITH IN THE LAST THREE MONTHS . For example, if you are filing for the examination in November of 2018 you must present 4 different documents dated September, October, or November of 2018 . NOTE: IF CREDITORS ARE PAID ONLINE, A COPY OF BILL IS TO BE PRINTED SHOWING THE ADDRESS OF THE APPLICANT. THE BILL MUST HAVE THE DATE VISIBLE. NOTE: Applicants who are under the age of 25 who do not have sufficient bills or items in their own name may provide one or more proof documents bearing their own name and Cleveland address, and supplement it with the additional required proofs from a spouse or blood relative with whom they reside; provided that such other person also provides a notarized statement that the applicant has resided with them at that address for more than a year prior to the date of application and provides the missing documentation in their own name with their Cleveland address. 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 application for the examination in which credit is sought in order to qualify for veterans' credit. If the applicant has received an honorable discharge or a general discharge under honorable conditions that applicant shall receive an additional five (5) points added to their raw score on the examination. THE COMMISSION WILL NOT ENTERTAIN APPEALS FOR RESIDENCY OR VETERAN'S PREFERENCE CREDIT AFTER THE APPLICANT HAS FILED HIS/HER APPLICATION. THE DECISION OF THE COMMISSION IS FINAL. ANYONE WHO WISHES TO REQUEST AN ACCOMMODATION MUST DO SO AT THE TIME OF FILING. THE COMMISSION WILL CONTACT THE INDIVIDUAL CONCERNING SUCH ACCOMMODATION PRIOR TO THE EXAMINATION. THE COMMISSION MAY REFUSE TO PROVIDE SUCH ACCOMMODATION IF IT IS NOT REASONABLE OR WOULD CONSTITUTE AN UNDUE HARDSHIP. CURRENT (WITHIN ONE YEAR) DOCUMENTATION SUPPORTING THE NEED FOR THE REQUESTED ACCOMMODATION IS REQUIRED. SUCH DOCUMENTATION SHOULD BE SUBMITTED AT THE TIME OF FILING. AN EQUAL OPPORTUNITY EMPLOYER The City of Cleveland makes available a variety of benefit options depending upon your employment status and any applicable union membership. In general, benefit options include comprehensive medical, dental, vision, prescription medical and life insurance. Specific information regarding benefit eligibility will be discussed and reviewed at the time of hire. 01 I will update my online profile with any changes to my personal information as soon as they occur. I will also regularly check the email account I provided, because I understand that all information, notices and scheduling regarding this application and evaluation process will be provided ONLY through the email account I provided. Yes No 02 Do you have a High School Diploma or GED? (REQUIRED: Attach a PDF or JPG copy of your diploma or transcript before submitting your application. In lieu of a HS Diploma, you may submit a copy of your transcripts or a letter from your high school or Board of Education saying you graduated (on official letterhead). If you have completed an Associate's degree or better, attach a copy of that degree or transcript instead. ) Yes No 03 Do you have an Associate's Degree in Accounting, Business, or a related field from an accredited college or university? (REQUIRED: Attach a PDF or JPG copy of your diploma(s)/transcript(s) before submitting your application.) Yes No 04 Are you able to type at a speed of 25 words per minute with 80% accuracy? Yes No 05 Do you have two (2) or more years of full-time paid experience of 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? Yes No 06 Do you have six (6) or more years of full-time paid experience of 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? Yes No 07 I will: (a) provide complete and truthful answers to all parts of this application and supplemental questions; and (b) participate in any and all of the selection and evaluation processes required for this position. I understand that failure to do so will result in being disqualified from further consideration for this position with The City of Cleveland. I also understand that should I be offered employment and accept a position with The City of Cleveland and subsequently it is discovered that any information I provided is false that I may be terminated from employment. Yes No 08 Prior to submitting my application for this position or examination, I CERTIFY that: (a) I have THOROUGHLY reviewed my entire application and ALL of the answers I have provided to all of the questions and have verified that ALL of the information is complete, honest and accurate; (b) I have CORRECTED any and all errors, mistakes and/or omissions, and will not claim that any of my answers were mistakes or made in error; (c) I have CAREFULLY read and completely understand the position or testing announcement; and (d) I understand that after submitting my application I will be unable to modify the application as submitted. Yes No Required Question Agency City of Cleveland Address 601 Lakeside Avenue Cleveland, Ohio, 44114 Phone 216-664-2493