Job Abstract

DUTIES - Under supervision, assists customers concerning 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 computer software and hardware, reference manuals, federal/county/municipal records, intranet/internet sites, training sessions, etc. to investigate information. Assesses resulting information to determine customer... more details

Description

CIVIL SERVICE COMMISSION ANNOUNCEMENT CS2024- 040

APPROVED C.S.C. MEETING MINUTES 04/12/2024

CUSTOMER SERVICE REPRESENTATIVE (OPEN)

FILING OF APPLICATION:
Application must be made electronically through the City of Cleveland’s web site:
www.governmentjobs.com/careers/cleveland

THE ELECTRONIC APPLICATION PERIOD IS FROM 12:01 A.M. ON FRIDAY, APRIL 19, 2024
UNTIL 11:59 PM. ON THURSDAY, MAY 16, 2024. NOTE: APPLICATIONS WILL NOT BE ACCEPTED AFTER 11:59 PM ON THURSDAY, MAY 16, 2024

SALARY: The prevailing salary for this position as established by Ordinance of the Council of the City of Cleveland is $15.61 – $21.86 per hour.

EXAMINATION INFORMATION
TYPING TEST: Those who type 25 WPM or more with an 80% or better accuracy, will take the written exam. (PASS or FAIL)

WRITTEN EXAMINATION: The exam may be computerized or a traditional pencil and paper designed to test the objectives of the duties and minimum qualifications of the classification.

Examples of Duties

DUTIES

Under supervision, assists customers concerning 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 computer software and hardware, reference manuals, federal/county/municipal records, intranet/internet sites, training sessions, etc. to investigate information. Assesses resulting information to determine customer's course of action and informs customers of the steps necessary to take. Advises them of service available or personnel who may be able to assist/inform them. Refers customers to appropriate offices or agencies. Completes necessary forms, documents, or letters. Enters information into division records. Processes service requests and applications for various permits. Follows up with customer if necessary. Performs other job-related duties as required.

Minimum Qualifications

MINIMUM QUALIFICATIONS
A High School Diploma or GED is required. Two years of full time paid experience dealing with a high volume of customer service or customer relations dealing with billing, questions, and complaints either on the phone or in person (no marketing call center experience accepted) is required. Must be able to type 25 words per minute with 80% accuracy. Must possess basic level knowledge of the internet and MS Office (Word, Excel, Outlook, etc.) in a windows-based environment. The ability to speak a second language is preferred.

NOTE: Minimum qualifications must be met as of the last day of the filing period unless otherwise stated.

Supplemental Information

RESIDENCY CREDIT
In accordance with the Ordinances 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. (NOTE: Not all Examinations consider residency credit in the scoring process) To substantiate a claim for residency points, Applicants must UPLOAD LEGIBLE COPIES of the following:

A signed and notarized Residency Affidavit available on the City’s website here:
https://www.clevelandohio.gov/sites/clevelandohio/files/AffidavitOfResidency0321.pdf

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 is charge or a general discharge under honorable conditions that applicant shall receive an additional five (5) points added to their raw score on the examination; or ten (10) points are added to their raw score on the examination if applicant’s supporting documentation indicates more than fifteen percent (15%) service connected disability.

NOTE: Only DD Form 214 (long form) or an official armed service document indicating type of discharge or separation and the dates of active service will be accepted as proof of active service.

We are an equal opportunity employer. We do not discriminate on the basis of race, color, sex, national origin/ancestry, military status, disability, age and religion.

Apply with City of Cleveland Ohio

Search Terms: Customer Service Representative, Customer Service, Representative, Civil, Retail

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