*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 L