Customer Service Associate; Class Code 7401

Position: CUSTOMER SERVICE ASSOCIATE (CLASS CODE 7401)
Kind of work

Intermediate level customer service work in a high volume call center at the sewerage & water board. Work receiving, processing, and responding to service requests and agency informational inquires received from the public via the telephone, in-person, facsimiles, e-mails, and other electronic services; and related work as required. This position will not handle police, fire or ems related public safety calls.

Note:

employees in this classification work a fixed or rotating shift and may work weekends. Work during emergencies is required.

Note:

allocations of this classification are limited to the sewerage and water board's call center.

Minimum qualifications

(promotional)

* high school diploma or a ged.
* * permanent status with the city of new orleans or and one year (1) of customer service experience in a high volume call center environment.

* successful completion of the following courses offered by the civil service employee growth and development division or equivalent courses offered by the sewerage & water board's training division:

Note:

the civil service department reserves the right to determine what courses are considered equivalent.

Basic grammar usage and proofreading (comm 110) or

Basic grammar usage and proofreading (comm 111) and

Basic grammar usage and proofreading (comm 112)

Basic office skills (gcle 310)

Techniques of good customer service (pbsv 220)

Telephone techniques (pbsv 230)

Note:

coursework requirements have been waived for current employees. This waiver will be eliminated effective january 1, 2020.

(entrance)

* high school diploma or a ged.
* * one (1) year of customer service experience in a high volume call center environment or three (3) years of customer service experience in any field.

* successful completion of fifteen (15) college credit hours from an accredited college or university.
* Note:

civil service reserves the right to determine if experience qualifies as high volume call center experience. A call center is a place where customer calls are handled using computer automation. Typically a call center has the ability to: a) handle a considerable volume of calls at the same time, b) to screen calls and forward them to someone qualified to handle them, and c) to log calls.

* prior to appointment, the hiring agency is required to verify education claimed by the applicant to qualify for this classification. If selected for hire, applicants must provide original documents of their qualifying credentials to the hiring agency prior to their start date in this job classification.

This position requires a one (1) year probationary period.

Kind of examination

A qualifying computerized keyboarding test with a minimum score of twenty (20) words per minute after the deduction of errors, and a written test weighted 100%.

Applicants must pass the written test in order to be admitted to the computerized keyboarding test.

This is an original entrance and promotional examination.

General information

The city of new orleans is an equal opportunity employer and does not discriminate on the basis of race, color, religion, national origin, gender, age, physical or mental disability, sexual orientation, creed, culture, or ancestry. Requests for alternate format or accommodations should be directed to shana parker at  or tty/voice at  or .

Domicile requirements for employment: domicile requirements are currently waived for the purpose of application. However, all new full-time employees hired into this classification on or after january 1, 2013 must be domiciled in orleans parish within 180 days of hire. Airport and public safety employees are excluded from this provision.

Additional exceptions to the domicile requirement may be made on a case-by-case basis. We encourage you to apply for this position and discuss your need for a domicile exception during the interview process.

Domicile requirements for employment (sewerage and water board):

Domicile requirements are currently waived for the purpose of application. Residency requirements are waived for all sewerage and water board of new orleans positions vacant and advertised for at least 90 days. Employees hired under this waiver remain exempt from the city's residency requirement for the duration of their employment at the sewerage and water board. (la r.s. 33:4076). Additional exceptions to the domicile requirement may be made on a case-by-case basis.

We encourage you to apply for this position and discuss your need for a domicile exception during the interview process.

Background check: the hiring department will conduct interviews of qualified individuals prior to requesting a criminal background check, and no job application submitted prior to such interview shall inquire into an applicant's criminal history. If this position is subject to a background check for any convictions related to its responsibilities and requirements, employment will be contingent upon successful completion of a background investigation including criminal history.

Criminal history…