Customer Service Representative II - EXAM

Customer Service Representative II - EXAM

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:

• 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, coworkers, 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 in customer relations and/or customer service that involves account maintenance, billing, billing adjustments, customer inquiries, or service complaints.

Test/Job Contact Information:

Questions regarding this process can be directed to the Test Center at 614-645-7439. The examination process will consist of a computer skill exam weighted 100%, covering Audio Calls/Emails, Water/Power Customer Inquiries, Problem Sensitivity, Multitasking, Customer Service, and 2016/2019 Word, Outlook, and Excel. The exam is expected to be administered in early January. 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 City of Columbus is an Equal Opportunity Employer. The City offers a comprehensive benefits program that includes medical, dental, vision, short-term disability, life insurance, wellness program, and 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.