CITY OF CINCINNATI PROMOTIONAL
CIVIL SERVICE COMMISSION SENIOR CUSTOMER
CLASSIFICATION SPECIFICATION RELATIONS REPRESENTATIVE
GENERAL STATEMENT OF DUTIES
This experienced 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) performing the more complex customer service tasks, including determining proper course of action for collection activities and bankruptcy filings, authoring correspondence, researching and analyzing complex customer issues, assisting in the coordination of the knowledge database, assigned training/ coaching/mentoring for Customer Relations Representatives and others, and assisting supervisor with customer calls and issues referred for supervisor intervention. Employee may be assigned special projects and investigations. Performs related duties as required.
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.
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.
Resolves difficult or sensitive customer service inquiries or problems; advises public on complex rules, policies, and procedures.
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.
Researches complex accounts and issues and provides synopsis and recommendations to supervisor.
Makes decisions on actions needed to resolve customer billing and service issues and concerns; initiates service investigations and interprets results and recommends next steps.
Investigates reasons for high water bills, suggests possible reasons for high water bills, and suggests possible reasons for excessively high or low water usage readings; investigates complaints regarding main breaks and leaks, water quality matters, and main improvement projects, and initiates additional investigations or repairs as indicated.
Assists supervisor with customer calls and issues referred for supervisor intervention.
Returns calls to customers not satisfied with proposed solutions or explanations and works with customers to resolve complex issues; initiates calls and actions including termination of service, referrals to collection agencies, referrals for legal action, and referrals for liens.
Authors correspondence; documents and prepares reports.
Assists supervisor on special projects teams.
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Assists in the coordination of the Knowledge Database information for the Public Services Call Center; assists in the coordination of the Telephone Director maintained in the Knowledge Database city-wide.
Operates a computer to input information from customer and to access knowledge database and previous customer accounts; 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 databases from one call to the next (i.e. GCWW database and Butler County database).
Receives service order requests 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.
Determines proper course of action for collection activities and bankruptcy filings. Ensures compliance with federal bankruptcy laws; researches customer and accounts, communicates with bankruptcy attorneys, trustees, and court representatives; files proofs of claim, sends letters, explains processes to property owners and tenants, writes requests for account adjustments, prepares write-off lists and maintains detail records of bankruptcy proceedings for each case.
Provides information, documentation, and support to supervisor in meetings with legal representatives for City and debtors.
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.
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Updates customer files; verifies accuracy of account files against various sources of information; works from quality assurance reports to correct data in customer billing and information system.
May represent the Customer Service Call Center to groups of citizens at schools, community gatherings, or other meetings.
Acts as Peer Evaluation Team Coordinator.
Fills in for Supervisor when needed.
Applies safety principles and practices as stipulated in departmental policies and procedures and the Employee Safety Instruction Manual (Green Book); 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.
Serves as assigned training mentor for Customer Relation Representatives and others; may develop training material and training plans, conduct training, provide progress testing, and complete training evaluations for new and veteran Customer Relation Representatives.
SUPERVISION EXERCISED
Acts as trainer/coach/mentor for Customer Relation Representatives and may direct the work of temporary, seasonal, or co-operative education program students.
MINIMUM QUALIFICATIONS
EXAMPLES OF REQUIRED KNOWLEDGES, SKILLS AND ABILITIES (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:
Principles and practices of mathematics.
Principles of business letter writing and report preparation.
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.
Federal bankruptcy laws and related collection activities.
Software applications used for customer service and billing functions and related Knowledge Database.
Training techniques.
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.
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Ability to:
Communicate effectively orally and in writing.
Interpret and communicate to the public, City of Cincinnati policies and procedures, including the ability to match the appropriate policies and procedures to the particular jurisdiction for each call.
Prepare clear and concise reports.
Reduce a complaint or problem to writing for recording purposes.
Listen effectively.
Interpret unclear or complex information and instructions.
Determine the nature of a problem based on the caller's information and to make decisions concerning referral of messages with limited information.
Research, investigate, and analyze issues as they occur.
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.
Self direct work within guidelines provided by supervisor.
Apply problem solving techniques
Provide information and feedback to supervisor as needed for process development and improvement.
Work independently.
Use good judgment.
Train and direct others.
REQUIRED EDUCATION AND EXPERIENCE
Each applicant must have two years of experience (or the equivalent of 4176 hours) as a Customer Relations Representative with the City of Cincinnati. Applicants may substitute 15 quarter credit hours from an accredited college or university in at least three of the following course areas: English composition, business law, economics, finance, business administration, public administration, communications, information processing, accounting or a related field for one year of the experience requirement.
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.
PROBATIONARY PERIOD
Six months.
Spec Est. 04/06:DFS