Customer Service Manager - EXAM

Under general direction, is responsible for managing a customer service activity; 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.)

• Develops and administers operation initiatives for customer service activities including billing, billing adjustments, and/or responding to customer inquiries/complaints, enforcement of City Code, and division policies and procedures;
• Monitors and reviews the activities of work units engaged in customer service activities and administrative support;
• Trains and evaluates employees within the section;
• Establishes and modifies billing system operations and procedures as a means to improve efficiency;
• Communicates billing program needs to the computer manager based on recommendations from subordinates or own analysis;
• Confers with division officials and lead workers for revising user manuals and procedural manuals;
• Coordinates operations with other sections in the division;
• Develops operating procedures, goals, and objectives for the work section;
• Monitors and coordinates automated telephone-call distribution system operations;
• Plans and prepares the annual budget for customer/billing activities;
• Reviews ledgers, deposit slips, and cash reports prior to submission to the Treasurer's Office;
• Compiles or oversees the compilation of weekly, monthly, and/or yearly summary and statistical reports;
• Prepares and/or directs the preparation of correspondence to customers, coworkers, supervisors, or the general public as appropriate;
• Prepares and/or reviews the preparation of supply, material, equipment, and bid specifications;
• Develops and reviews required reports and correspondence regarding customer service activities;
• Prepares and/or directs the preparation of annual budgets and the procurement process;
• Monitors and coordinates computerized customer account systems to ensure data accuracy.

Completion of the twelfth school grade and three (3) years experience supervising others engaged in customer relations and/or customer service activities involving account maintenance, billing, customer inquiries, or service complaints. Substitution(s): A certificate of high school equivalence (GED) may be substituted for the required education.

The names of the applicants passing this administration of this exam will be used to create a NEW, OPEN COMPETITIVE , eligible list for this classification. 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 multiple-choice Experience Evaluation weighted 100%.

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