CUSTOMER SERVICE ASSOCIATE (CLASS CODE 7401)

Intermediate Customer Service Representative

Intermediate level customer service work in a high volume call center at the Sewerage & Water Board. Work receiving, processing, and responding to service requests and agency informational inquires received from the public via the telephone, in-person, facsimiles, e-mails, and other electronic services; and related work as required. This position will not handle police, fire or EMS related public safety calls.

Employees in this classification work a fixed or rotating shift and may work weekends. Work during emergencies is required. Allocations of this classification are limited to the Sewerage and Water Board's call center.

Minimum qualifications :

High School Diploma or a GED. Permanent status with the City of New Orleans or and one year (1) of customer service experience in a high volume call center environment.

Successful completion of the following courses offered by the Civil Service Employee Growth and Development Division or equivalent courses offered by the Sewerage & Water Board's Training Division :

• Basic Grammar Usage and Proofreading (COMM 110) Or
• Basic Grammar Usage and Proofreading (COMM 111) And
• Basic Grammar Usage and Proofreading (COMM 112) Basic Office Skills (GCLE 310) Techniques of Good Customer Service (PBSV 220) Telephone Techniques (PBSV 230)

Note : The Civil Service Department reserves the right to determine what courses are considered equivalent. Coursework requirements have been waived for current employees. This waiver will be eliminated effective January 1, 2020.

Entrance requirements :

Note : Civil Service reserves the right to determine if experience qualifies as high volume call center experience. A call center is a place where customer calls are handled using computer automation. Typically a call center has the ability to : a) handle a considerable volume of calls at the same time, b) to screen calls and forward them to someone qualified to handle them, and c) to log calls.

This position requires a one (1) year probationary period.