AddressCustomer Service Representative- Open Competitive Exam
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Customer Service Representative- Open Competitive Exam
Salary
$42,218.00 - $54,115.00 Annually
Location
Rochester, NY
Job Type
Full-Time
Job Number
24EOC87804
Department
Various Departments
Opening Date
03/15/2024
Closing Date
4/12/2024 11:59 PM Eastern
Civil Service Exam Date
05/04/2024
Description
Benefits
General Description
This position involves the independent performance of Customer Service duties and the performance of complex clerical activities in a NSC (Neighborhood Service Center). NSC’s provide decentralized City services in City neighborhoods, with staff using a team approach to address community needs. The Customer Service Representative is responsible for complaint intake, referral and tracking through to resolution. This employee also provides residents with information and referral services and accepts applications, fees and payments for select City programs and services. The person in this position may lead other clerical personnel and is supervised by the NSC Administrator. Related work is performed as required.
Typical Work Activities
Inputs work orders, inspection reports, property code violations, etc., into computer;
Receives telephone and walk-in complaints;
Routes complaints to appropriate team member, logs and tracks through to resolution;
Accepts applications for City programs (certificates of occupancy, building permits, rehabilitation, loans/grants, summer youth employment, vehicle storage permits, etc.);
Prioritizes the routine activities and clerical workflow of the office;
Drafts routine correspondence to respond to citizen concerns;
Prepares work orders for City services such as boarding-up unsecured properties, cutting grass, removal of debris;
Responds to requests from the public for information about City programs and services;
Acts as liaison with City offices and other agencies when problems cannot be resolved with NSC resources;
Performs monitoring and reporting activities related to the tracking of the workflow;
Responds to inquiries from the public for property information, accessing various databases;
Assists Inspection and Police personnel with scheduling of inspections, meetings, other appointments, etc.;
Orders supplies and maintains inventory records;
May occasionally open and close the office alone.
Minimum Qualifications
High school diploma or Equivalent, PLUS
Associate's degree in office technology or related field PLUS two (2) years of clerical experience (or its part-time equivalent) in three (3) of the following four (4) areas: typing documents and correspondence; filing; data entry; and public contact (by telephone and in person) OR
Four (4) years of the experience described in 1. above.
SPECIAL REQUIREMENTS:
Must be available and willing to accept changes in work schedule as assigned.
Must be willing to work alone in the office when necessary, including opening and closing the office.
Exam Information
Scopes/Subjects of Examination: A test designed to evaluate knowledge, skills, and/or abilities in the following areas.
Name and Number Checking: These questions test the ability to distinguish between sets of words, letters, and/or numbers that are almost exactly alike. Material is usually presented in two or three columns, and you will have to determine how the entry in the first column compares with the entry in the second column and possibly the third. You will be instructed to mark your answers according to a designated code provided in the directions.
Operations with Letters and Numbers: These questions test for skills and abilities in operations involving alphabetizing, comparing, checking, and counting. The questions require you to follow the specific directions given for each question which may involve alphabetizing, comparing, checking, and counting given groups of letters and/or numbers.
Customer Service: These questions test for knowledge of techniques used to interact with other people, to gather and present information, and to provide assistance, advice, and effective Customer Service (in a courteous and professional manner). Questions will cover such topics as understanding and responding to people with diverse needs, perspectives, personalities, and levels of familiarity with agency operations, as well as acting in a way that both serves the public and reflects well on your agency.
Understanding and Interpreting Written Material: These questions test the ability to understand and interpret written material. You will be presented with brief reading passages and will be asked questions about the passages. You should base your answers to the questions only on what is presented in the passages and not on what you may happen to know about the topic.
Test Guide:
- The New York State Department of Civil Service has not prepared a test guide for this examination. However, candidates may find information in the publication 'General Guide to Written Tests' helpful in preparing for this test. This publication is available on line at: https://www.cs.ny.gov/testing/testguides.cfm.
The Central Library of Rochester and Monroe County May have exam-related material, as well as, other branches.
For full-time employees:
The City of Rochester offers a complete benefits package to full-time employees including health care, dental, vision, retirement, deferred compensation plans, flexible spending accounts, life insurance, long-term disability, holidays, vacation, and sick leave.
For less-than full-time employees:
The City of Rochester offers numerous growth opportunities to include the potential to transition into full-time, permanent employment.
Agency
City of Rochester (NY)
Address
30 Church St. Room 103A Rochester, New York, 14614
Phone
585-428-7115
Website
http://www.cityofrochester.gov
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