Customer Service Representative I - EXAM

Under immediate supervision, is responsible for responding to and resolving customer inquiries relating to billing, billing adjustments, and/or other issues regarding City services; performs related duties as required. (Any one position may not include all of the duties listed, nor do the examples cover all of the duties that may be performed.)

• Conducts interviews over the telephone or in person in order to obtain information to initiate, revise, or terminate a customer service account or schedule a service date;
• Operates a computer terminal using specific computer codes in order to input, access, and adjust information such as billing, payment, and consumption history, meter reading or service dates, and payment arrangements;
• Researches and explains reasons for unusually high utility bills using an automated system, correspondences, and/or microfiche; suggests actions to be taken, when necessary, to prevent a recurrence of the problem;
• Enters and/or adjusts utility customer account data using an online electronic data-entry terminal and determines adjustments when necessary;
• Answers public inquiries over the telephone or in person regarding utility rate calculations, department/division policies and procedures, and City Codes;
• Reviews meter records, cash payment stubs, and computer-generated reports for potential billing problems and posting of payments;
• Calculates consumption adjustments including estimated readings, prorated utility usage, and other factors needed to ensure billing accuracy;
• Dispatches field representatives by means of computerized service requests, telephone, or facsimile machine;
• Checks balances of billings and revenues by comparing monies received with amounts registered, balancing books when errors are detected;
• Responds in writing to public inquiries, requests, complaints, and 311 Call Center referrals;
• Maintains records and prepares reports on utility usage and field service action results, generating service requests as needed;
• May communicate with customers who have limited English language skills.

One (1) year of experience in customer relations and/or customer services that involves account maintenance, billing, billing adjustments, customer inquiries, or service complaints.

The names of the applicants passing this administration of this exam will be used to create a NEW, OPEN COMPETITIVE , eligible list, and will replace the names on the current list. If you are interested in having your name included on the new eligible list, you will need to apply for this exam within the filing period and successfully complete all phases of the testing process. Questions regarding this process can be directed to the Test Center at ....

The examination process will consist of a computerized exam, weighted 100%, covering Audio Calls, Data Entry, Matching, Information Ordering, Basic Math, Customer Service, and 2016/2019 Outlook, Word, and Excel.

Approved applicants will be notified by mail/email of their scheduled test date and time.

All applicants must complete all phases of the testing process in order to receive a final score. The names of all candidates who pass this examination will remain on the eligible list for two years, unless the eligible list is replaced prior to or extended beyond the two years. If a candidate's name is certified and the candidate is to be considered for employment, the hiring process will include one or more interviews, a criminal background check, and a pre-employment drug test.

The certification process will be: Fixed Band

The City of Columbus is an Equal Opportunity Employer

Applicants may inspect and acquire a copy of the City of Columbus, Department of Public Utilities EEO Plan by visiting the DPU website at