Customer Service Representative Call Center (FT)

EXAMPLES OF JOB DUTIES

Handles a high volume of calls concerning utility concerns & complaints.

Uses 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. Answers simple to complex questions related to billing, collections, and permits. 

Uses excellent listening skills, soft skills, customer service, and phone etiquettes as it relates to serving walk-in and phone customers.

Completes necessary forms, documents, or letters to establish new accounts, establish or terminate service, request repairs, issue permits, and initiate account adjustments. 

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) 

REQUIREMENTS/QUALIFICATIONS

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
  (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
  (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
*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 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. 

Email lias.melissa@cuyahogabdd.org with questions or candidates