Customer Service Representative

responsibilities include, but not limited to, general clerical work, cash handling and customer relations. This includes the receiving and placing of telephone calls, customer correspondence, shop correspondence and in-person communication. Requires significant degree of individual initiative and judgement to carry out youngstown water department's established policies and procedures. Must be detail-oriented while paying attention to analyzing and correcting mistakes in a timely manner.

Work is performed and reviewed under the general direction of the customer service supervisor.

• accurately process customer transactions such as payments of water bills and properly record cash receipts, balance cash with receipts and prepare deposits
• identify and assess customer's needs on various billing, consumption and payment issues to increase customer satisfaction and improve transaction efficiency
• determine customer's needs, correct billing errors, establish payment arrangements on delinquent accounts up to $1,000, maintain customer records by updating customer account information, send satellite billings, process turn-ons, shut offs and final readings
• thorough understanding of department's collection policies and procedures
• proficiency in using a personal computer and other office equipment and software
• analyze water consumption reports and make recommendations for customers to detect/repair possible leaks
• refer issues and questions to managers if necessary
• assist in balancing of payments received by mail
• present a professional image at all times
• perform related work as required

high school diploma or ged is required. Must be a team player and have at least 4 years secretarial and office experience. Must be proficient in excel, word and other office software. Must possess excellent organizational skills and be attentive to detail. Excellent customer service skills, telephone skills and ability to handle multiple tasks are essential. Prior cash handling experience preferred.

type:
training and experience evaluation: applicant’s grade will be determined based on education and experience found in the application and resume.

note: each applicant is required to submit a detailed resume of his/her education and experience at the time of filing application.

note: the civil service commission reserves the right to review and evaluate any and all information contained in the application or resume. Lack of honesty will result in immediate removal from the eligibility list.

note: all copies of diplomas, licenses, certificates, and resumes must be presented at the time of filing. Original (sealed) college transcripts are required as verification of educational attainments. If you are a veteran and wish to claim the military preference credit, please submit a pdf copy of form dd-214 showing proof of honorable discharge.

• 20% military (dd-214 showing 180 days of active duty service and proof of honorable discharge required)
• 15% reserve component status (proof of completion of initial entry-level military training)
• 15% proof of youngstown city residency (submit four (4) different proofs of residency from one (1) year ago and four (4) current proofs of residency – total of
  8)

***** as provided for in youngstown city ordinance ord-11-244 and in accordance with the city of youngstown charter, section 52 (e) any candidate who is a bona fide resident of the city of youngstown for at least one year immediately prior to an entry level examination and remains a resident citizen of the city of youngstown throughout the selection process, as determined by the civil service commission, at the time of filing his or her application for examination, shall, if a passing grade is attained, have a credit of fifteen percent (15%) added to his or her raw score.

The applicant must show proof of residency by providing the following: driver’s license, bank statements, utility bills, mortgage release/lease, and/or insurance statements. In order to be considered applicants must submit four (4) different proofs of residency from one (1) year ago and four (4) current proofs of residency (total of
8)