What are the responsibilities and job description for the Unit Supervisor (Customer Service) Examination position at City of Cleveland?
Description
UNIT SUPERVISOR – CUSTOMER SERVICE (OPEN)
THE ELECTRONIC APPLICATION PERIOD IS FROM 12:01 A.M.ON FRIDAY, FEBRUARY 21, 2025 UNTIL 11:59 PM. ON THURSDAY, MARCH 6, 2025. NOTE: APPLICATIONS WILL NOT BE ACCEPTED AFTER 11:59 PM ON THURSDAY, MARCH 6, 2025.
SALARY: The prevailing salary for this position as established by Ordinance of the Council of the City of Cleveland is $26.48 - $27.01 per hr.
Examples of Duties
Under general direction, 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.
Minimum Qualifications
CUSTOMER SERVICE – High School Diploma or GED required. An Associate’s Degree in Accounting, Business, or related field from an accredited college or university required. Two years of full time paid experience in a call center with an emphasis on customer service and resolution of complaints required, experience in a utility call center is preferred. (Substitution: One year of directly related experience may substitute for each year of college education lacking.) Must possess intermediate-level computer knowledge including Internet and MS Office. The ability to speak a second language is preferred.
Supplemental Information
NOTE: Minimum qualifications must be met as of the last day of the filing period unless otherwise stated.
RESIDENCY CREDIT
In accordance with the Ordinances of the City of Cleveland: A person who has had as his/her primary residence in the City of Cleveland for at least one year at the time of filing a Civil Service application, and desires to take an entry-level Civil Service examination, shall, if a passing grade on the written examination is attained, have ten (10) points added to his/her passing score. (NOTE: Not all Examinations consider residency credit in the scoring process) To substantiate a claim for residency points, Applicants must UPLOAD LEGIBLE COPIES of the following:
- A signed and notarized Residency Affidavit available on the City’s website here:
VETERANS’ PREFERENCE
NOTE: Only DD Form 214 (long form) or an official armed service document indicating type of discharge or separation and the dates of active service will be accepted as proof of active service.
We are an equal opportunity employer. We do not discriminate on the basis of race, color, sex, national origin/ancestry, military status, disability, age and religion.
The City's guiding principles are as follows: Placing Clevelanders at the Center, Empowering Employees to Do Purposeful Work, Defining Clear and Pragmatic Objectives, Leading with Trust and Transparency, Striving for Equity in All We Do, and Embracing Change. All City employees are responsible for embracing and carrying out these principles in all that they do.
The City of Cleveland makes available a variety of benefit options depending upon your employment status and any applicable union membership. In general, benefit options include comprehensive medical, dental, vision, prescription medical and life insurance. Specific information regarding benefit eligibility will be discussed and reviewed at the time of hire.
601 Lakeside Avenue
Cleveland, Ohio, 44114
Salary : $26 - $27
