CITY OF CLEVELAND
CIVIL SERVICE COMMISSION ANNOUNCEMENT# CS2023-128 de
APPROVED C.S.C. MEETING MINUTES 10/27/2023
Customer Service Representative Call Center Examination
(OPEN)
APPLY: www.governmentjobs.com/careers/cleveland
OPEN DATE: Friday, November 3, 2023
CLOSE DATE: Continuous
SALARY:?The prevailing salary for this position as established by Ordinance of the Council of the City of Cleveland is $15.92 - $22.80 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. (100% of score)
If additional information is required, a message will be sent to the email address provided in your application. You will be notified via email message of the time, date, and location of the examination.
A High School Diploma or GED is required. Must satisfy ONE of the following: (i) Two years 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 is required, experience in a utility Call Center is preferred; OR (ii) 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; OR (iii) Completion of any related City of Cleveland apprenticeship program. Must demonstrate the following: intermediate level knowledge and skill operating a personal computer, navigating the internet, and Microsoft Word and Excel, and/or customer account database; a typing speed of 20 words per minute; fluency in English; excellent oral and written communication skills. The ability to speak a second language is preferred. Must possess excellent analytical and problem-solving skills as well as excellent follow-up and follow-through skills with both internal and external customers. Must be able to: manage heavy call volume in a timely manner, follow all communication procedures, policies, and guidelines during every customer interaction, identify customer issues with information presented and ensure resolution. Must also possess good organizational and time-management skills.
Minimum qualifications must be met as of the last day of the filing period.
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.Employment Type: Full-time