Utilities Customer Service Representative - City

Job Description

Pay Range: 411

Hourly Rate: $19.87 - $30.72

FLSA Status: Non-Exempt

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.

This position is an overage. Funding for this position will be re-evaluated on a fiscal year basis.

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 (when the vacancy is open to external applicants).

When completing the application, applicants will be asked to respond to application questions. These application questions are based on the Job Requirements for the position.

Completion of the application questions is required.

Applicant responses to the application questions must specifically answer the questions asked.

Responses to application questions must be supported by work history/information listed on the application/resume, sufficient to demonstrate qualifications for the position.

Applicants may upload only two attachments. Attachments may include, but are not limited to a resume, cover letter, DD214 or NGB Form 22, transcripts, etc. Applicants may also choose to combine documents into one file for upload.

Applications may not be reviewed if specific responses to application questions have not been provided.

Each application submission is reviewed independently.

Applicants are required to complete an online job knowledge test at the time of application.

There are 45 items on this job knowledge test, and completion will require up to 90 minutes. This time is in addition to the time needed to complete the application and respond to the supplemental questions.

The Criteria testing platform is 100 percent web-based. 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 devices, artificial intelligence, or any other form of assistance 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 a Human Resources Department Representative by calling View phone number on click.appcast.io.

This posting will be used to fill a current vacancy in the Customer Service Division of the Utilities Department within the City of Oklahoma City. An eligibility list will be established or supplemented for filling future vacancies per provisions of the American Federation of State, County and Municipal Employees (AFSCME) Collective Bargaining Agreement. The primary purpose of this classification is to provide advanced customer service and manage complex account records for a work section or division. The work performed is standardized in nature but requires previous knowledge of clerical practices and procedures, as well as skill and ability in operating standard office equipment. Specific knowledge of a department's computer system can be acquired on the job. Employees of this classification have a high degree of customer contact. Essential job functions include:

Using tact and diplomacy while serving as an informational resource to customers, clients, or the general public; answering questions or responding to complaints from citizens or other City employees; processing transactions and maintaining customer account records for varied and/or complex services and billing procedures; reviewing various documents for accuracy and completeness, making necessary corrections, and entering the data into Departmental computer systems; processing and verifying large quantities of data or coded information to maintain accurate files; solving problems and/or directing customers to proper areas; assessing customer or client needs; interpreting policy and protocol; adjusting account records to correct inaccuracies; generating work orders, enrollment records, and/or schedules; providing general clerical assistance; balancing ledgers, cash accounts, or daily receipts; 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.

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.

Skill in communicating in person and by telephone with tact and diplomacy.

Skill in accurately recording and organizing information.

Skill in performing basic arithmetic calculations.

Skill in using standard office equipment.

Skill in processing large quantities of computerized data.

Ability to work independently.

Ability to acquire knowledge of departmental computer systems.

Ability and willingness to maintain confidentiality.

Willingness to assume responsibility for work performed.

One City, One Team (Teamwork/Team Oriented)

Service First (Customer Centric)

Respect Always (Conduct)

Own the Outcome (Execution and Results)

Keep Getting Better (Workplace Standards)

Safety

Primarily indoors, subject to sitting, standing, walking, or using a telephone for extended periods.

Subject to continuous exposure to light and glare from a computer monitor.

Subject to constant, low-level noise from computers, copiers, ten-keys, telephones, etc.

Subject to working in a confined area, in close proximity to others, and with frequent interruptions.

Subject to working evenings, weekends, holidays, and overtime.

Arm-hand steadiness and manual dexterity enough to operate standard office equipment, such as computers, ten-keys, telephones, copiers, faxes, etc.

Near vision enough to read written and machine-generated communications.

Speech and hearing enough to communicate in person and by telephone.

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 90 days from the date of the final selection procedure and will be used to fill future vacancies.

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

If this position is open to external applicants and you are a former employee, you must be eligible for rehire to participate in any selection process. If you are unsure of your rehire status, please contact the Human Resources Department at View phone number on click.appcast.io. If your rehire status has been coded "Not Eligible," "Eligible 3," or "Conditional," you will need to request a review of your rehire status through the Human Resources Department's Employee and Labor Relations Division.

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. A copy is also available at the links below: