Customer Service Rep-Call Center- Examination - City of Cleveland
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- FILING OF APPLICATION:
Application must be made electronically through the City of Cleveland’s website:
THE ELECTRONIC APPLICATION PERIOD IS FROM 12:01 A.M. ON FRIDAY, AUGUST 29, 2025 UNTIL 11:59 PM. ON THURSDAY, SEPTEMBER 25, 2025. NOTE: APPLICATIONS WILL NOT BE ACCEPTED AFTER 11:59 PM ON THURSDAY, SEPTEMBER 25, 2025.
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 INFORMATIONWRITTEN 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 final grade}
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Examples of Duties
- Under supervision, correctly handles a high volume of utility customers to resolve 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 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. Performs thorough account analysis of all known information to resolve a customer inquiry within the framework of established policies and procedures. Assesses resulting information to determine theft of services or possible causes for high or low meter readings. Calculates specific charges and makes billing adjustments as necessary. Evaluates customer eligibility for billing adjustments and service programs, bill extensions, or extended payment arrangements and determines if supervisory approval is needed for such. Explains applicable policies and procedures to customers. Answers simple to complex questions related to billing, collections, and permits. Informs customers of possible reasons for high or low bills and takes necessary steps to resolve the customer’s issues. Uses excellent listening skills, soft skills, customer service, and phone etiquettes as it relates to serving walk-in and phone customers. Uses professionally assertive communication and negotiation skills with difficult customers. Completes necessary forms, documents, or letters to establish new accounts, establish or terminate service, request repairs, issue permits, and initiate account adjustments. Enters highly accurate and complete information to update customer records to confirm conversation and interactions with customers. Refers customers to appropriate offices or agencies. Follows up with customer as necessary to meet the required service level. Performs other job-related duties as required.
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Minimum Qualifications
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High School Diploma or GED required. Must satisfy ONE of the following: (i) 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 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; 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.
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Supplemental Information
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NOTE: Minimum qualifications must be met as of the last day of the filing period unless otherwise stated.
RESIDENCY CREDITIn 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 LEGIBLE COPIES of the following:
- A signed and notarized Residency Affidavit available on the City’s website here:
https://www.clevelandohio.gov/sites/clevelandohio/files/AffidavitOfResidency0321.pdf (Download PDF reader)
VETERANS’ PREFERENCEVeterans’ preference will be awarded, when applicable, to eligible veterans in accordance with Civil Service Rules 4.40E, 4.40F and 4.40G.Proof of active service or a DD Form 214, must be presented to the Commission at the time of filingapplication for the examination in which credit is sought in order to qualify for veterans’ credit. If the applicant has received an honorable discharge or a general discharge under honorable conditions that applicant shall receive an additional five (5) points added to their raw score on the examination; or ten (10) points are added to their raw score on the examination if applicant’s supporting documentation indicates more than fifteen percent (15%) service-connected disability.
NOTE:Only DD Form 214 (long form) or an official armed service document indicating type of discharge or separation and the dates of active service will be accepted as proof of active service.
The City’s guiding principles are as follows: Placing Clevelanders at the Center, Empowering Employees to Do Purposeful Work, Defining Clear and Pragmatic Objectives, Leading with Trust and Transparency, Striving for Equity in All We Do, and Embracing Change. All City employees are responsible for embracing and carrying out these principles in all that they do.
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.
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