CUSTOMER SERVICE ASSOCIATE

Salary: $33,524.00 Annually
Location : 1340 Poydras Street, Suite 900, New Orleans, LA
Job Type: Probationary
Job Number: 11294/7401
Department: City Wide
Opening Date: 03/21/2025
Closing Date: 7/24/2026 5:00 PM Central


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

1. High School Diploma or a GED. *
2. Permanent status with the City of New Orleans or and one year (1) of customer service experience in a high volume call center environment.
3. 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:

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

1. High School Diploma or a GED .*
2. One (1) year of customer service experience in a high volume call center environment OR three (3) years of customer service experience in any field.
3. Successful completion of fifteen (15) college credit hours from an accredited college or university.*

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.
* Prior to appointment, the hiring agency is required to verify education claimed by the applicant to qualify for this classification. If selected for hire, applicants must provide original documents of their qualifying credentials to the hiring agency prior to their start date in this job classification.
This position requires a one (1) year probationary period.
Kind of Examination


A qualifying computerized keyboarding test with a minimum score of twenty (20) words per minute after the deduction of errors, and a written test weighted 100%.


Applicants must pass the written test in order to be admitted to the computerized keyboarding test.


This is an original entrance and promotional examination.

General Information
THE CITY OF NEW ORLEANS IS AN EQUAL OPPORTUNITY EMPLOYER AND DOES NOT DISCRIMINATE ON THE BASIS OF RACE, COLOR, RELIGION, NATIONAL ORIGIN, GENDER, AGE, PHYSICAL OR MENTAL DISABILITY, SEXUAL ORIENTATION, CREED, CULTURE, OR ANCESTRY. REQUESTS FOR ALTERNATE FORMAT OR ACCOMMODATIONS SHOULD BE DIRECTED TO SHANA PARKER AT View phone number on click.appcast.io OR TTY/VOICE AT View phone number on click.appcast.io or View phone number on click.appcast.io.

DOMICILE REQUIREMENTS FOR EMPLOYMENT : Domicile requirements are currently waived for the purpose of application. However, all new full-time employees hired into this classification on or after January 1, 2013, must be domiciled in Orleans Parish within 180 days of hire. Public safety employees such as commissioned law enforcement officers hired by the New Orleans Police Department (NOPD), firefighters hired by the New Orleans Fire Department (NOFD), emergency medical technicians hired by the New Orleans Emergency Medical Services (NOEMS) and the recruits for these positions hired by these departments are excluded from this provision. Airport employees are excluded from this provision if the actual domicile of the employee is nearer to the employee's job site than the distance from the job site to the nearest point of Orleans Parish.

Additional exceptions to the domicile requirement may be made on a case-by-case basis. We encourage you to apply for this position and discuss your need for a domicile exception during the interview process.

DOMICILE REQUIREMENTS FOR EMPLOYMENT (SEWERAGE AND WATER BOARD) :


Domicile requirements are currently waived for the purpose of application**. Residency requirements are waived for all Sewerage and Water Board of New Orleans positions vacant and advertised for at least 90 days. Employees hired under this waiver remain exempt from the city's residency requirement for the duration of their employment at the Sewerage and Water Board. (La R.S. 33:4076). **Additional exceptions to the domicile requirement may be made on a case-by-case basis. We encourage you to apply for this position and discuss your need for a domicile exception during the interview process.

BACKGROUND CHECK: The hiring department will conduct interviews of qualified individuals prior to requesting a criminal background check, and no job application submitted prior to such interview shall inquire into an applicant's criminal history. If this position is subject to a background check for any convictions related to its responsibilities and requirements, employment will be contingent upon successful completion of a background investigation including criminal history. Criminal history will not automatically disqualify a candidate.

APPLICATIONS: Applications will not be accepted if received after the closing date or after the stated maximum number of applications has been received, as specified on this announcement. All minimum qualification requirements for examinations must be met by the final filing date unless otherwise specified on this announcement.


DELAY IN THE MAIL: The Department of City Civil Service cannot be responsible for failure of the applicant to receive an admission slip to an examination or for failure of the Department to receive material mailed by the applicant. Applicants should notify the Department of City Civil Service in writing of any address changes The minimum age limit is 18 years for any class of work requiring hard physical labor, operation of or proximity to hazardous machinery, exposure to hazardous chemicals, or participation in any other processes or procedures which are prohibited or limited by the Louisiana State Child Labor Law.

WORKING TEST PERIOD: Effective August 1, 2023, the working test (probationary) period for all positions in the classified service is one year.

SUBSTANCE ABUSE TESTING: The City of New Orleans has a comprehensive program of substance abuse testing. Candidates for employment for certain positions where the health, welfare and/or safety of the public, co-workers and the individual employee is at risk will have to undergo pre-employment substance abuse screening. Candidates for all other original entrance positions will have to undergo an unannounced substance abuse screening during their working test period. For further information, see Civil Service Rule V, Section 9.


A MEDICAL EXAMINATION is required for all original entrance probationary appointments to ACTIVE classifications, and may be required for re-employment, promotions and/or transfers.

A MEDICAL SCREENING , which may result in a medical examination, is required for all original entrance probationary appointments to non-active classifications.


GOOD MORAL CHARACTER is required of all applicants. Any applicant may be disqualified if his/her character or past employment record is found to be unsatisfactory as determined by the Department of City Civil Service. Forgery, misrepresentation of facts, or cheating on examinations is punishable by disqualification, fine and other penalties.


IMPORTANT : Applicants who are licensed to drive should have a current license on their person for purposes of identification during all phases of an examination. In lieu of such license, the Department of City Civil Service may require that applicants have some form of picture identification.


VETERANS PREFERENCE: On original entrance examinations, veterans (as defined in Article X, Section 10(2) of the Constitution of the State of Louisiana), disabled veterans, certain spouses and parents of veterans shall receive additional credit if claimed as provided on the Veterans Preference claim form which can be obtained in this office. To obtain credit, this form must be submitted with the required proof (at the minimum, a DD214) before the final filing date.


HIGH SCHOOL DIPLOMA AND GENERAL EQUIVALENCY DIPLOMA (GED) must be issued by a state Department of Education or an institution recognized by a state Department of Education. Certificates of completion, high school diplomas and GED from institutions not recognized by a state Department of Education are not acceptable. High School diplomas from foreign countries will be accepted if the applicant submits a statement of educational equivalency from one of the evaluation services accepted by the Department of Civil Service. A list of the accepted evaluation services can be found on the National Association of Credential Evacuation Services (NACES) website (

ACCREDITED COLLEGES AND UNIVERSITIES: An accredited college or university is an institution that is accredited by an organization that is recognized by the USDE (United States Department of Education) as an Institutional Accreditor. College diplomas from foreign countries will be accepted if the applicant submits a statement of educational equivalency from one of the evaluation services accepted by the Department of Civil Service. A list of the accepted evaluation services can be found on the National Association of Credential Evacuation Services (NACES) website (


EXPERIENCE: Applicants will not receive credit for unpaid work unless specified on the job announcement. Partial credit only will be given for related part time employment. Civil Service reserves the right to determine which degrees, education, or other credentials are related or closely related. Experience credit will be granted for related provisional appointments (internal applicants).

PROFESSIONAL ADMINISTRATIVE EXPERIENCE: The Civil Service Department defines this experience as experience gained in a position that required a Bachelor's Degree upon entrance.


OFFERS OF EMPLOYMENT OR PROMOTION: Prior to appointment, the hiring agency is required to verify education, driver's license, and/or professional licenses/certifications claimed by the applicant to qualify for this classification. If selected for hire, applicants must provide original documents of their qualifying credentials to the hiring agency prior to their start date in this job classification. Offers of employment or promotion are required to be withdrawn for applicants who are found to have misrepresented their credentials during the application process.


Revised 1/91, 4/03, 7/05, 2/07, 8/10, 2/12, 8/15, 6/16, 1/17, 1/19, 2/23, 8/23, 3/24, 6/24, 2/25, 3/26.

Employment with the City of New Orleans brings many great benefits.

Want work-life balance?

• 14 paid holidays in 2026.
• 13 paid vacation days per year including during your first year of employment. Additional bonus vacation days the longer you are employed.
• 13 paid sick days per year including during your first year of employment. Additional bonus sick days the longer you are employed.
• Use or lose your days, off? Not here! You can roll an unlimited number of unused sick days and up to 45 unused vacation days to the next year.
• We pay you for unused vacation and sick days when you leave City government.
• Depending on your job, your department may also offer remote work, flexible schedules, and/or shift work.

Thinking of starting a family or adding to your family?

• We offer 12 weeks of paid time off for bonding with a newborn, adopted, or fostered child. This is in addition to your sick and vacation leave. Full-time employees with one year of service qualify for this program.

Need insurance for you and/or your family?

• We offer healthcare plans as low as $60.31 biweekly for individual employees. Our plan covers medical, prescription drugs, dental, and vision. Hate going to the doctor's office? It also includes access to telemedicine. Plan members can also opt to cover their children, spouses and same or opposite sex registered domestic partners.
• We also offer a Flexible Spending Account that can reduce taxes for employees by allowing for pre-tax contributions for healthcare, childcare, and commuter costs.
• A completely free $25,000 life insurance policy is also available for all full-time employees.

Have student loan debt?

• The City of New Orleans is a qualified employer under the federal Public Service Loan Forgiveness Program (PSLF).

Are you part of the FIRE (Financially Independent/Retire Early) movement? Don't want to work forever? We have options to help.

• Pension, Pension, Pension! Depending on your job you can participate in one of several pension systems and enjoy this great benefit.
• You can also participate in a Deferred Compensation Plan (457b) which allows you to defer up to $24,500 of your pretax income each year to supplement your retirement savings.

Let's talk pay

• We offer competitive pay including pay increases based on the length of your employment. We also offer special pays for educational advancement, professional certifications and specialized work assignments.

Love to learn?

• Our Employee Growth and Development Division offers free courses in over 50 topics including Leadership, Personal Finance, Conflict Management, Excel, Managing Stress, and Business Writing.

We take care of our employees during emergencies

• Employees who work during declared emergencies receive extra pay.
• Employees who can't work due to emergency related workplace closures continue to receive their normal pay.

Want to make a difference?

• We need you! Make an impact on our community through your work in City government!

These benefits apply to employees of the City of New Orleans. Employees of Sewerage and Water Board enjoy many of these same benefits, but some benefits offered may vary. A listing of benefits available to Sewerage and Water Board employees can be found


This description of benefits is intended to be informational and does not create a contractual entitlement to any listed benefit. The employee welfare and pension plan documents and applicable law govern the eligibility, vesting, and schedule of benefits, and the above description does not alter or interpret the plan documents or applicable law.
01


The supplemental questions are a very important first step in our screening process. Therefore, you are required to complete these questions so that we may initially determine your eligibility for this position. A lack of detail and explanation in the supplemental questions and in your application may result in disqualification for this position. This means you will be ineligible for further consideration in this recruitment process. Please check "yes" to show that you have read and understand this statement.

• Yes
• No

02


Do you have either a High School Diploma or GED?

• Yes
• No

03


If you have a High School Diploma or GED, please providea. the date the Diploma or GED was awarded, andb. the name of the School or Entity that issued it.c. city and state where you received your diploma or GEDFailure to provide this information will result in the disqualification of your application for this position.
04


How many college credit hours have you successfully completed?

• 0-14 credit hours
• 15-29 credit hours
• 30-44 credit hours
• 45-59 credit hours
• 60-74 credit hours
• 75-89 credit hours
• 90-104 credit hours
• 105-119 credit hours
• 120 credit hours or more

05


If you have college credit hours from an accredited college or university, you must provide the following information:a. the name of the institute that issued the degree,b. your college major, and c. dates of attendance (month and year).Failure to provide this information will result in the disqualification of your application for this position.If you do not have college credit hours from an accredited college or university type N/A.
06


High School and College credit from foreign countries will be accepted if the applicant submits a statement of educational equivalency from one of the evaluation services accepted by the Department of Civil Service. A list of the accepted evaluation services can be found on the National Association of Credential Evacuation Services (NACES) website ( check "yes" to show that you have read and understand this statement.

• Yes
• No

07


Prior to appointment, the hiring agency must verify all educational credentials used to qualify for this classification. If you are selected for hire, prior to your start date in this classification, you will be required to submit to the hiring agency proof of your high school diploma and college transcript. Failure to submit your education credentials to the hiring agency prior to you start date will disqualify you for employment in this classification. Please check "yes" to show that you have read and understand this statement.

• Yes
• No

08


How many months and/or years of verifiable full-time paid customer service experience do you have in a high-volume call center?Civil Service reserves the right to determine if experience qualifies as high-volume call center experience.

• None
• Less than 6 months
• 6 months to less than 12 months
• 1 year to less than 2 years
• 2 years to less than 3 years
• 3 years to less than 4 years
• 4 years to less than 5 years
• 5 years to less than 6 years
• 6 years to less than 7 years
• 7 years to less than 8 years
• 8 years to less than 9 years
• 9 years to less than 10 years
• 10 years or more

09


Describe all your full-time, paid work experience of customer service experience in a high-volume call center environment. Civil Service reserves the right to determine if experience qualifies as high-volume call center experience. Your description must include where this experience was obtained, the dates the work was performed (MM/YYYY - MM/YYYY), and a brief description of the work performed. Failure to describe your experience in detail could result in disqualification for this position. If you do not have this type of experience, type in "None".
10


How many months and/or years of verifiable full-time work experience do you have of customer service experience do you have in any field?

• None
• Less than 6 months
• 6 months to less than 12 months
• 1 year to less than 2 years
• 2 years to less than 3 years
• 3 years to less than 4 years
• 4 years to less than 5 years
• 5 years to less than 6 years
• 6 years to less than 7 years
• 7 years to less than 8 years
• 8 years to less than 9 years
• 9 years to less than 10 years
• 10 years or more

11


Describe all your full-time, paid work experience of customer service experience in any field. Your description must include where this experience was obtained, the dates the work was performed (MM/YYYY - MM/YYYY), and a brief description of the work performed. Failure to describe your experience in detail could result in disqualification for this position. If you do not have this type of experience, type in "None".
12


Are you a current employee of the City of New Orleans or the Sewerage and Water Board?

• I am a current employee of the City of New Orleans.
• I am a current employee of the Sewerage and Water Board of New Orleans.
• I am not a current employee of either the City of New Orleans or the Sewerage and Water Board of New Orleans.

13


What is your current classification title?
14


For promotional applicants, this position requires the 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) OrBasic 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)Civil Service will verify your successful completion of required coursework through the Civil Service Employee Growth and Development Division. The Civil Service Department reserves the right to determine what courses are considered equivalent.Have you completed the required coursework for this position?

• Yes
• No

15


If you were referred by a City of New Orleans employee, please list his or her name. Please list one name only.If you were NOT referred by a City of New Orleans employee, please type "N/A."
Required Question