Customer Service Representative II - EXAM

City of Columbus    Columbus, OH
Job Description
Definition

Under direction, is responsible for leading and participating in billing, billing adjustments, and/or responding to customer inquiries; performs related duties as required.

Examples of Work

(Any one position may not include all of the duties listed, nor do the examples cover all of the duties that may be performed.)
  • Conducts interviews over the telephone or in person in order to obtain information to initiate, revise or terminate a customer service account or schedule a service date;
  • Prepares correspondence to customers, co-workers, supervisors or the general public as appropriate;
  • Operates and monitors a mainframe computer system and peripheral devices for billing purposes;
  • Assists in training personnel in customer service activities and work procedures;
  • Audits maintenance charges, finalized accounts, deposits, interest accruals, billing and billing adjustments to ensure billing accuracy;
  • Estimates customer consumption based on previous readings and other data;
  • Monitors public and commercial accounts and recalculates billings as necessary;
  • Audits billing balances and revenues by comparing monies received with amounts registered, balancing books when errors are detected;
  • Answers customer inquiries over the telephone or in person regarding utility rate calculations, department/division policies and procedures, and City codes;
  • Maintains records and prepares reports on utility usage and field service action results, generating service requests as needed;
  • Acts as a lead worker within a work unit or at an assigned work location.
  • Minimum Qualifications

    Two (2) years of experience as a Customer Service Representative I with the City of Columbus or comparable experience.

    Test/Job Contact Information

    The names of the applicants passing this administration of this exam will be used to create a NEW, OPEN COMPETITIVE, eligible list, and will replace the names on the current list. If you are interested in having your name included on the new eligible list, you will need to apply for this exam within the filing period and successfully complete all phases of the testing process. Questions regarding this process can be directed to the Applicant and Employees Services Unit at (614) 645-8369. The examination process will consist of a computerized exam weighted 50% covering Customer Service, Mathematics, Petty Cash, Word and Outlook (2010); and 50% covering Customer Service interactions. The exam is expected to be administered in late June 2019. Approved applicants will be notified by mail/email of their scheduled test date and time. All applicants must complete all phases of the testing process in order to receive a final score. The names of all candidates who pass this examination will remain on the eligible list for two years, unless the eligible list is replaced prior to or extended beyond the two years. If a candidate s name is certified and the candidate is to be considered for employment, the hiring process will include one or more interviews, a criminal background check, and a pre-employment drug test. For any position within the Division of Police, the hiring process will also include the completion of an extensive personal history questionnaire and a polygraph examination. The certification process will be: Ten Point Fixed BandThe City of Columbus is an Equal Opportunity Employer

    The City of Columbus seeks to promote compensation strategies that maximize the recruitment, performance, development, and retention of quality employees in support of the City s Covenant and strategic plan. In addition to a competitive pay plan, the City offers a comprehensive benefits program that includes the following:

  • Medical
  • Dental
  • Vision
  • Short-term Disability
  • Life Insurance
  • Wellness Program
  • Tuition Reimbursement
  • Specifics about these benefit opportunities and eligibility can be discussed with one of the City s human resources professionals at the time of your interview or by contacting the Department of Human Resources, Labor Relations Office at (614)645-7206 for further information.


    Mon, 13 May 2019 05:15:11 GMT

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