Senior Customer Service Representative - Oklahoma City, United States - City of Oklahoma City

Description

$ $28.06 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.

Important Application Information: Applicants are required to complete an online job knowledge test at the time of application. There are 50 items on this job knowledge test, and completion will require up to 60 minutes. This time is in addition to the time needed to complete the application and respond to the supplemental questions. Applicants will not be able to submit their applications without completing this job knowledge test. The Criteria testing platform is 100 percent web-based and runs on modern browsers. It does not require any workstation installation. For an optimal experience, Criteria recommends using the most up to date version of one of the following browsers: Google Chrome, Mozilla Firefox, Apple Safari, Microsoft Edge. Applicants can contact Criteria candidate support using the chat in the bottom right corner of the testing center screen, Monday-Friday, 8:00 a.m. to 1:00 a.m. When the Support team is not available, there are help guides, a link to Frequently Asked Questions, and a chat bot to assist applicants, until the Support team comes back online. Applicants must receive a score of 70 percent or better on this job knowledge test, be eligible for employment with the City of Oklahoma City and meet the minimum qualifications to receive further consideration in the employment process. The use of cell phones, smart watches, or any other devices/methods to research test answers is strictly prohibited by the City of Oklahoma City and will result in applicants being disqualified from consideration. Applicants requiring reasonable accommodation at any time during the hiring process are encouraged to notify one of the Human Resources Department Representatives by calling

JOB SUMMARY

This classification is located in various departments throughout the City of Oklahoma City. This posting will be used to fill current vacancies in the Development Services Department and Municipal Court. However, an eligibility list will be established or supplemented for filling future vacancies, including vacancies in other departments, per provisions of the AFSCME collective bargaining agreement. The primary purpose of this classification is to provide customer service and maintain moderately complex account records for a work section or division. Specific knowledge of a department's computer system will be acquired after assuming the job. Employees of this classification have a high degree of customer contact. Essential job functions include: maintaining computerized, hardcopy, and microfilm records; processing and verifying moderate quantities of data or coded information; greeting visitors and directing them to the appropriate areas; serving as an information resource for citizens and other City personnel; reviewing various documents for accuracy and completeness and making necessary corrections; receiving and exchanging money for services, fees, bonds, court costs, licenses, etc.; inputting information into various computer systems; reviewing and updating transactions; operating standard office equipment; 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

COMPETENCIES

WORKING CONDITIONS

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

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.

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

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.