CUSTOMER SERVICE ASSOCIATE (CLASS CODE 7401)

Intermediate Level Customer Service 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.

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

(Promotional)

• 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)

• High School Diploma or a GED.
• 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.
• 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.

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.

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.

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.

Medical examination: Is required for all original entrance probationary appointments to active classifications, and may be required for re-employment, promotions and/or transfers.

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