Unit Supervisor - Customer Service Examination

This application is for a Civil Service Examination; successful candidates will be placed on an Eligible List for future openings.

Salary

$31.17 - $33.24 per hour

Examination Information

The exam may be computerized or a traditional pencil-and-paper test designed to evaluate the duties and minimum qualifications of the classification.

Responsibilities

• Supervises the operation of support, technical, clerical, temporary, and other unit staff members
• Schedules and reviews work; provides on-the-job training and coaching
• Processes complex transactions; determines eligibility and/or compliance with rules, regulations, and laws
• Responds to inquiries and resolves problems
• Determines actions necessary for collection activities and bankruptcy filings
• Performs research and communicates with outside involved parties
• Compiles statistics and summary reports; retrieves prepared reports
• Prepares correspondence; monitors service calls
• Makes recommendations for unit improvements; monitors permit processes
• Complies with public records requests; submits/processes referrals
• Oversees the establishment, adjustment, and reconciliation of accounts in a billing system
• Assists management in planning and implementing unit policies and procedures
• Conducts or provides input for the performance management process
• Works various shifts, weekends, special events, during emergencies, and during staff shortages as necessary
• Performs other job-related duties as required

Requirements

• Associate’s Degree in Accounting, Business, or related field from an accredited college or university
• Two years of full-time paid experience in a call center with an emphasis on customer service and resolution of complaints (utility call center experience preferred)
• Intermediate-level computer knowledge including Internet and MS Office
• Ability to speak a second language is preferred

Substitution: One year of directly related experience or any equivalent combination of education, training, and experience.

Minimum qualifications must be met by the application closing date. Required documents (e.g., resume, certifications, driver’s license) must be attached to the application or emailed to CS@Clevelandohio.gov with the job title in the subject line.

Supplemental Information

• Cleveland Municipal School District (CMSD) Preference Credit: Graduates of the Cleveland Metropolitan School District (CMSD) receive an additional five (5) points upon achieving a passing score in an open competitive entrance-level examination. Proof of graduation from a CMSD school must be provided at the time of application.
• Veterans’ Preference: Eligible veterans receive an additional five (5) points for an honorable discharge or general discharge under honorable conditions, or ten (10) points for a service-connected disability of more than 15%. A DD Form 214 (long form) or official armed service document must be presented at the time of application.