Customer Relations Representative - Open

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CUSTOMER RELATIONS REPRESENTATIVE - OPEN
Salary
$49,811.67 - $52,620.17 Annually
Location
Ohio 45202, OH
Job Type
Full-time Classified
Job Number
23-99915 (O)
Department
Various City Departments
Opening Date
07/07/2023
Closing Date
7/21/2023 11:59 PM Eastern

• Description
• Benefits
• Questions

General Statement of Duties
Employee represents the City of Cincinnati to customers and is responsible for responding to and processing non-emergency requests for City services, problem resolution, and/or general information. Employee interacts with customers in person, by telephone, by e-mail, or in writing while maintaining a high level of customer satisfaction. Employee generally works in a call center type operation (e.g., Public Services or Water Works) or a walk-in service type operation. (e.g., Permits Center). Performs related duties as required.
Minimum Qualifications (KSAs)
(Illustrative only. Any one position may not require all of the listed KSAs nor do the listed examples include all the KSAs which may be required.)
Knowledge of
:
Basic mathematics, including addition, subtraction, multiplication, division, fractions, and percentages.
Basic business English, including spelling, grammar, punctuation, and sentence structure.
Problem solving techniques
Methods needed to gather relevant information from callers by asking appropriate questions.
City of Cincinnati services and functions in order to refer complaints to the appropriate department or agency.
Functions of non-city agencies in order to refer complaints, problems, and emergencies to other agencies and companies.
FCC Standards for two-way radio communication.
Software applications used for customer service and billing functions.
Safety policies and procedures, e.g., Employee Safety Instruction Manual and applicable agency requirements.
Skill to
:
Operate a computer utilizing the appropriate software related to assigned area of responsibility.
Operate a two-way radio.
Input appropriate data into computer system utilized.
Ability to
:
Communicate effectively orally and in writing.
Speak clearly and concisely using correct English grammar in order to communicate clearly over the telephone, two-way radio, and in person.
Interpret and clearly explain procedures, situations, and policies to the public as well as to other employees.
Write legibly, clearly, and concisely using proper English.
Reduce a complaint or problem to writing for recording purposes.
Listen effectively.
Determine the nature of a problem based on the caller's information and to make decisions concerning referral of messages with limited information.
Determine the proper crew to dispatch depending on the type of problem.
Prioritize calls and requests by degree of hazard to the public safety.
Organize work and follow directions, both oral and written.
Read and interpret information provided in reference manuals, on computer printouts and spreadsheets, on federal and county records, on intranet and internet sites, in training sessions, on City maps, and in staff meetings. Empathize with customers and communicate clearly in layman's terms.
Handle difficult customers or situations in a calm and professional manner.
Perform mathematical calculations.
Work in a fast paced environment.
Work and make decisions with little supervision.
EXAMPLES OF WORK PERFORMED
(Illustrative only. Any one position within this classification may not include all of the duties listed nor do the listed examples include all of the tasks which may be performed.)
Answers incoming calls from citizens, utility customers, Police Department, Fire Department, other City Departments, and other agencies regarding emergencies and requests for city services; prioritizes calls received simultaneously by radio, telephone, and other call takers.
Greets and assists the general public with walk-in service and information requests, processes service requests and applications for various.
Receives complaints and requests, provides information, analyzes data to determine proper response to inquiries, responds to inquiries, and/or directs citizens to proper department for assistance.
Provides information and assistance related to City services, activities, procedures, or other issues; responds to questions, complaints, or requests for service, and resolves customer inquiries relating to billing, billing adjustments, and/or other issues regarding City services.
Provides customers with as much information and direct services as possible without referring the customer to another person or department.
Researches, analyzes, and resolves customer's problems and inquiries; initiates additional investigations as necessary.
Operates a computer to input information from customer and to access knowledge database and previous customer account; creates, edits, compiles, manipulates, and retrieves files, databases, and create reports; maintains and monitors various records and reports.
Serves in multiple agent role to access multiple utility customer databases, depending upon daily assignment. May need to switch back and forth between multiple utility customer database from one call to the next (i.e. GCWW databases and Butler County database).
Receives service order through multiple intake channels, including phone, fax, and e-mail; initiates and forwards service requests for City services to proper department/division for resolution utilizing state-of-the-art call center technology; changes activity status when appropriate; advises citizens of anticipated service and completion dates of their requests.
Dispatches appropriate crews and equipment to locations when necessary.
Takes and relays messages to and from field crews, supervisors, and others using e-mail, telephone, radio, cellular phone, or paging system.
Maintains location and status of field personnel; looks up locations using, Permits Plus, Cincinnati Area Geographic Information System, street guides, and maps to provide directions for crews or citizens.
During non standard working hours, receives and dispatches calls for emergency maintenance service needed at City owned buildings or facilities; notifies proper agencies of any alarms activated at any City facility.
Routes and assigns crews and equipment to complete repairs as determined by priority and availability of equipment.
Relays field equipment malfunctions to Fleet Services for all City agencies.
Retrieves customer account information to ascertain bill payment history, land use codes, property descriptions, meter reading history, and premises, branch, and meter information.
Provides customers information on bills, account balances, services, delinquent accounts, and adjustments; explains bills and billing calculations, service rates, termination and reconnection of services; establishes/discontinues service; informs customers of necessary steps to resolve problems; calculates specific charges using a calculator; looks up rates on charts.
Completes necessary forms, documents, or letters to establish new accounts, establish service, request repairs, terminate service, and initiate account adjustments.
Determines if and when to grant bill extensions and extended payment arrangements; listens to circumstances and determines if supervisor's approval of extension is needed.
Checks records on microfiche or courthouse records when necessary; locates proper files and library information; looks up information in reference manuals.
Reviews applications for permits for completeness; reviews submitted plans for proper certification; checks to see if all sheets of the plans are complete and neat and legible as well as reasonably clear and contrasting for later scanning and drawn to scale on unlined paper.
Assigns and generates an APD number for each submitted plan; perforates plans with APD number.
After plans are reviewed and approved, calculates fees, updates computer records, collect fees, issues receipt and permit.
Collects and balances daily revenue from sales of permits, receipts, or payment of customers in the Permit Center.
Updates customer files; verifies accuracy of account files against various sources of information.
May represent the Customer Service Call Center to groups of citizens at schools, community gatherings, or other meetings.
Working knowledge of current safety policies, instructions for proper usage, and other procedures and professional practices required for completing job duties. Identifies unsafe practices and conditions and brings such matters to the attention of the supervisor.
Conveys a positive image and handles a large volume of customers in a friendly, effective, efficient, and professional manner.
Required Education And Experience
PLEASE ATTACH RESUME TO BE CONSIDERED
Open
: Each applicant must have one year of paid experience in a position that involves regular contact with the public and experience using a personal computer with office application (word processor, spreadsheet, internet, etc.) in a window-based environment. Must have a high school diploma or GED.
Other Requirements
Must be able to work various shifts.
May be required to work rotating shifts, weekends, and special events, depending on assigned area of responsibility.
Military Education & Experience Evaluation
Military education and experience may be substituted for college level course work at the lower and upper division baccalaureate and graduate levels and apprenticeship training at the vocational certificate level on a case by case basis based on the American Council on Education (ACE) Military Guide recommendations.
Candidates must attach their Joint Services Transcripts evaluated by the American Council on Education (ACE) if they would like military course work to be considered as part of the application review. Please follow the link below for additional information.
https://www.dantes.doded.mil/EducationPrograms/get-credit/creditmilitary.html
Working and Physical Conditions
Probationary Period: Six months
HR Contact:Ashley Thomas
[email protected]
The below information is solely intended as a summary of the benefits available and is subject to change. Not all benefits listed are available for every position.
Benefits can vary depending on applicable labor agreements and/or salary plan. For specific questions, contact the HR Contact indicated on the Job Posting.
The City of Cincinnati offers its employees competitive salaries and a comprehensive benefit package designed to actively attract and retain quality employees' to add additional value to the City of Cincinnati's workforce.
A summary of these benefits for full-time employment is listed below. This is a general listing of benefits for all employees and is not intended to be a comprehensive listing for all bargaining units.
The City offers a variety of training programs, ranging from job-specific skills such as computer and equipment instruction, to helping supervisors improve their management techniques.
Equal Employment Opportunity
The City of Cincinnati is dedicated to providing equal employment without regard to race, gender, age, color, religion, disability status, marital status, sexual orientation or transgendered status, or ethnic, national or Appalachian origin, or on the basis of any other category protected under federal, state and local laws.
Holidays
The City of Cincinnati has 11 paid holidays annually that include:
New Year's Day
Martin Luther King Day
President's Day
Memorial Day
Juneteenth
Independence Day
Labor Day
Veterans' Day
Thanksgiving Day
Day after Thanksgiving
Christmas
Health Insurance
The City of Cincinnati 80/20 offers 3 medical plans to all full time City of Cincinnati employees and eligible dependents: the 80/20 PPO medical plan, the HDHP medical plan with an HSA contribution, and a Health Reimbursement Arrangement for those enrolled on another non-city eligible group plan.
Eligible Dependents Include
Legal Spouse or Equal Partner
Child (natural child, adopted child, and/or child who the group has determined is covered under a "Qualified Medical Child Support Order")
Step-child
Child for whom the employee or employee's spouse/equal partner is a legal guardian
Basic Life Insurance
A $50,000 Basic Life Insurance policy is paid for by the City for certain eligible employees. Full time employees not eligible for the City-paid basic life insurance policy are generally provided a similar benefit through their union group.
Supplemental Life, Long Term Disability, Accident & Critical Illness Insurance
Most full time City employees are eligible to participate in a supplemental life insurance program, a long term disability plan, and accident and critical illness insurance programs at their own expense.
Premiums are determined by age, amount of coverage, and various additional factors.
Flexible Benefits Plans
Healthcare Flex Spending Account
City employees can participate in the Healthcare Flex Spending Account that can be used to pay out-of-pocket medical, prescription, dental, and vision care expenses for employees and family members.
Dependent Care Flex Spending Account
City employees can participate in a Dependent Care Flex Spending Account that can be used to pay work-related dependent care expenses.
Participants can set aside money each year through pre-tax payroll deductions to pay for these expenses.
Transportation Expense Reimbursement Account
City employees can participate in a Transportation Expense Reimbursement Account (TERA) that can be used to reimburse expenses related to traveling to and from work.
Participants can set-up a pre-tax payroll deduction up to an IRS regulated amount.
Healthy Lifestyles Program
City employees can voluntarily participate in a wellness incentive program that encourages and rewards employees and their spouses/equal partners for making positive choices for better health.
The City of Cincinnati will contribute up to $300/year to a Health Reimbursement Account for each the employee and their spouse/equal partner for meeting specified program goals.
These dollars can be used to offset qualified out-of-pocket medical expenses.
Integrated Health Reimbursement Arrangement (HRA)
This is a voluntary program that serves as an alternative healthcare option to traditional medical plans. If you have alternate group health coverage available to you through a spouse, equal partner, another job, or a non-city retirement plan, you may be eligible for this plan which reimburses you for the difference in premiums between the plans and your covered out of pocket expenses on the other plan.
Retirement Plan
The City provides a defined benefit pension plan for part-time and full-timeemployees.
New hires and re-hired employees are required to participate in the City of Cincinnati's Retirement System (CRS), regardless of previous participation in an
Ohio State pension system or any another state or federal pension system.
CRS is funded by employer and employee contributions, and investment returns from plan assets.
CRS provides retirement and health care benefits subject to eligibility requirements.
The following groups are excluded from participation in CRS: Mayor and Members of City Council; Sworn Police & Fire; Police Recruits; and Rehired Ohio Police & Fire Retirees.
Deferred Compensation
As an Ohio government employer, the City offers employees the ability to participate in a 457(b) tax-deferred retirement savings plan.
The City makes an annual match to your 457(b) of up to $750, or as otherwise specified in applicable regulations and union contracts.
01
By completing this supplemental evaluation you are attesting that the information you have provided is accurate. Any information you provide may be reviewed by the Human Resources staff and hiring department(s). Any misstatements or falsification of information may eliminate you from consideration or may result in dismissal. "See resume" is not an acceptable answer to the questions. The Human Resources staff will verify that you meet the minimum qualifications as outlined in the job posting, based on the information provided in your application and in these answers. Please indicate you have read and agree with this information.

• Yes, I understand and agree

02
Do you understand this position is posted on the City of Cincinnati's website as OPEN to the public and as PROMOTIONAL. Therefore it is the applicant's responsibility to check the City of Cincinnati's website for both open and promotional posting.

• No
• Yes

03
Do you understand the examination process is worth 100% of the examination grade. Qualified applicants will be notified at least 14 calendar days prior to the promotional exam date. Seniority points will be added to the passing scores. The passing score will be determined after the examination by the Civil Service Examiner together with the Civil Service Secretary. Determination of passing score will be based on the job analysis and the examination results in conjunction with subject matter experts (Special Examiners) and/or professional methods.

• No
• Yes

04
Do you have a high school diploma or GED?

• No
• Yes

05
Do you have one year of paid experience that involves regular contact with the public and experience using a personal computer with office application (word processor, spreadsheet, internet, etc.) in a window-based environment?

• No
• Yes

06
Please briefly explain your experience with regular contact with the public.
07
Please briefly explain your experience using a personal computer with office application (word processor, spreadsheet, internet, etc.) in a window-based environment.
08
Were you honorably discharged from the United States Military? If yes, attach a copy of your DD-214 (long form), which includes the narrative reason for discharge, the discharge characterization (showing honorable discharge), the three-letter or three-number discharge code corresponding to the reason for discharge, and a reenlistment code. Veteran must have completed more than 180 days of active duty service.

• No
• Yes

09
Do you have a service-connected disability of 10% or greater? If yes, you must attach a copy of your DD 214 (long form) and official statement from the Veteran's Administration dated within the last six (6) months. Veteran must have completed more than 180 days of active duty service.

• No
• Yes

10
Do you understand notifications regarding this position will be sent via email, therefore, it is your responsibility to check your personal email, Government Jobs mailbox, SPAM, JUNK, and CLUTTER FOLDERS for any and all communication sent regarding this position ?

• Yes
• No

11
I understand I am responsible for maintaining the accuracy of my contact information, including my street address, email address, and telephone numbers. My failure to maintain accurate contact information may result in me not receiving information regarding this job announcement and/or may result in me not receiving further consideration for this employment opportunity. To update this information, visit www.governmentjobs.com, click on the "career seekers" link, and follow the prompts. For technical difficulties, contact NEOGOV support at 855-524-5627.

• Yes
• No

Required Question
Agency
City of Cincinnati
Address
805 Central Avenue Suite 200
Cincinnati, Ohio, 45202
Phone
513-352-2400
Website http://agency.governmentjobs.com/cincinnati/default.cfm