Utilities Customer Service Representative - City

$19.67 - $30.42 Hourly

Note : The normal starting pay for this position is the minimum of the pay range listed above. A higher rate of pay may be considered, dependent on the qualifications and experience of the selected applicant and/or the City’s step placement policy.

Full-time City employees will receive preference in the following order: major division first, then department, then all other full-time City employees. Part-time/year-round City employees will receive preference next. If there are no qualified full-time City employees or part-time/year-round City employees, external applicants will then be considered.

Important Application Information: Completion of the supplemental questions is required. Applicant responses to supplemental questions must specifically answer the questions asked. Responses to supplemental questions must be supported by work history/information listed on the application/resume. Applications may not be reviewed if specific responses to supplemental questions have not been provided.

JOB SUMMARY

This posting will be used to fill a current vacancy in the Customer Service Section of Utilities Customer Service Division of the Utilities Department within the City of Oklahoma City. However, an eligibility list will be established or supplemented for filling future vacancies in the department, per provisions of the AFSCME collective bargaining agreement. This position is under the direction of an immediate supervisor. The primary purpose of this classification is to provide advanced customer service and manage complex account records for a work section or division. The work performed is standardized in nature but requires previous knowledge of clerical practices and procedures, as well as skill and ability in operating standard office equipment. Specific knowledge of a department’s computer system can be acquired on the job. Employees of this classification have a high degree of customer contact. Essential job functions include: using tact and diplomacy while serving as an informational resource to customers, clients, or the general public; answering questions or responding to complaints from citizens or other City employees; processing transactions and maintaining customer account records for varied and/or complex services and billing procedures; reviewing various documents for accuracy and completeness, making necessary corrections, and entering the data into Departmental computer systems; processing and verifying large quantities of data or coded information to maintain accurate files; solving problems and/or directing customers to proper areas; assessing customer or client needs; interpreting policy and protocol; adjusting account records to correct inaccuracies; generating work orders, enrollment records, and/or schedules; providing general clerical assistance; balancing ledgers, cash accounts, or daily receipts; and performing related duties as required and assigned. Employees of this classification must use initiative to complete assignments and may serve as a lead worker to train and direct less-experienced employees. Work is performed independently, with unusual problems or situations referred to an immediate supervisor. Work performance is evaluated through visual inspection of records and complaints registered by customers, clients, and/or other City personnel.

VETERANS PREFERENCE

Honorably discharged veterans of the United States Active Duty Armed Forces, National Guard, and Reserve Forces who are not currently employed full-time by the City of Oklahoma City and who meet the qualifications for the position shall be given preference. To receive preference, veterans must submit verification of honorable discharge from the United States military service (Department of Defense Form DD214 or NGB Form 22) prior to the closing date of the vacancy announcement.

JOB REQUIREMENTS

• Skill in communicating in person and by telephone with tact and diplomacy.
• Skill in accurately recording and organizing information.
• Skill in performing basic arithmetic calculations.
• Skill in using standard office equipment.
• Skill in processing large quantities of computerized data.
• Ability to work independently.
• Ability to acquire knowledge of departmental computer systems.
• Ability and willingness to maintain confidentiality.
• Willingness to assume responsibility for work performed.

COMPETENCIES

• Execution and Results: (1) Sets well-defined and realistic goals and high standards of performance for self or self and others; (2) displays a high level of initiative, effort, and commitment toward performing work; (3) completes assignments in a thorough, accurate, and timely manner, and delivers results; (4) works with minimal supervision, is motivated to achieve, and demonstrates responsible behavior; (5) demonstrates understanding of all aspects of the job (as specified on the approved job description) and application of accrued knowledge in carrying out duties and responsibilities; technical knowledge; skill in the techniques, equipment, procedures, and work required.
• Conduct: (1) Conducts oneself with the utmost integrity and professionalism; (2) demonstrates humility; (3) encourages people to share their perspectives, ideas, and opinions; (4) makes decisions based on a sense of shared purpose; (5) takes responsibility for actions and decisions; (6) resilient; (7) leans in to challenges and problems with creative solutions; (8) speaks up and challenges the status quo; (9) relies on the character, ability, strength, truth, and transparency of others and the organization.
• Teamwork/Team Oriented: (1) Recognizes, values, and leverages the ideas, opinions, and perspectives of others; (2) participates willingly and effectively as a team lead or team member; (3) builds consensus; fosters team commitment, spirit, pride, and trust; (4) collaborates with others to accomplish goals and objectives and achieve results; (5) expresses facts, ideas, messages, and information (technical and non-technical) to individuals or groups clearly, concisely, accurately, understandably, with honesty, tact, and diplomacy and in a manner that is appropriate for the intended audience; (6) actively listens, clarifies information as needed.
• Customer Centric: (1) Demonstrates commitment to public service; (2) serves and satisfies internal and external customers in a timely and effective manner; (3) establishes, commits to, and maintains high standards for producing quality work products and being responsive to customers; (4) supports the Department/City's mission; develops and executes strategies with the customer in mind.
• Safety: (1) Complies with all safety policies and practices; (2) promotes a safe work environment; (3) participates in safety meetings; current on completion of safety trainings.
• Workplace Standards: (1) Takes meal periods and breaks according to policy; (2) ensures sick leave usage does not negatively impact productivity of work unit; (3) notifies supervisor of unscheduled absences; (4) accepts suggestions and supervision with a positive approach; (5) completes work timely and correctly.

WORKING CONDITIONS

• Primarily indoors, subject to sitting, standing, walking, or using a telephone for extended periods.
• Subject to continuous exposure to light and glare from a computer monitor.
• Subject to constant, low-level noise from computers, copiers, ten-keys, telephones, etc.
• Subject to working in a confined area, in close proximity to others, and with frequent interruptions.
• Subject to working evenings, weekends, holidays, and overtime.

Note : Typical City employee working hours are 8:00 a.m. to 5:00 p.m., Monday through Friday. However, working hours vary (may require work to begin before 8:00 a.m. and/or end beyond 5:00 p.m., and/or may require work on weekends and holidays), and are subject to change, based on the duties and location of the position and the business needs of the assigned work unit/department.

PHYSICAL REQUIREMENTS

• Arm-hand steadiness and manual dexterity enough to operate standard office equipment, such as computers, ten-keys, telephones, copiers, faxes, etc.
• Near vision enough to read written and machine-generated communications.
• Speech and hearing enough to communicate in person and by telephone.

OTHER DETAILS

Note: An eligibility list will be established from this posting consisting of applicants who receive a score of 70 percent or better. Multiple selection procedures may be utilized; a minimum of 70 percent or better will be required on each; and the results of multiple selection procedures will be equally weighted. The eligibility list will be in effect for 180 days from the date of the final selection procedure and will be used to fill future vacancies.

Attachments: Applicants may upload only two attachments. Applicants may choose to combine documents into one file for upload.

Pay Method: City employees are required to receive pay electronically, either via direct deposit or pay card.

Former Employees: If this position is open to external applicants and you are a former employee, you must be eligible for rehire to participate in any selection process. If you are unsure of your rehire status, please contact the Human Resources Department at (405) 297-2530. If your rehire status has been coded “Not Eligible,” “Eligible 3,” or “Conditional,” you will need to request a review of your rehire status through the Human Resources Department’s Employee and Labor Relations Division.

Background Investigation, Drug Testing, Physical Examination: Upon a conditional offer of employment/acceptance of position, the City of Oklahoma City will conduct a criminal history background check for external applicants. Applicants will be provided contact information for any third-party reporting agencies used to collect background information in connection with conditional offers of employment.

If the position accepted includes a driver license (commercial or non-commercial) Job Requirement, the City of Oklahoma City will obtain a Motor Vehicle Report for internal and external applicants.

If the position accepted is safety sensitive and/or a driving position, internal and external applicants will be provided a copy of the City of Oklahoma City's Drug and Alcohol Testing Policy prior to being directed for a drug test.

If the position accepted is cyber security sensitive, internal and external applicants will be subject to a Criminal Justice Information Services (CJIS) Interstate Identification Index (III) Fingerprint Background check. Additionally, employees in this job classification must complete Level 4 Security Awareness Training and pass an online certification test.

If the position accepted includes a lift/push/pull/carry Physical Requirement of 25 pounds and greater, internal and external applicants will be directed for a physical examination.

AN EQUAL OPPORTUNITY EMPLOYER

If you require reasonable accommodation at any time during the hiring process, please notify one of the Human Resources Department Representatives by calling 405-297-2530. The City of Oklahoma City is an equal opportunity employer and values diversity and inclusion. The City of Oklahoma City will not discriminate against any applicant or employee because of race, color, creed, national origin, ethnicity, religion, sex (to include sexual orientation and gender identity and/or expression), age, genetic information, disability or political affiliation.