Customer Care Analyst Supervisor II - Department of Public Works
Full Time
Baltimore, MD
Posted
Job description
OPENING DATE: 2/27/23
CLOSING DATE: 3/13/23
EDUCATION ACCREDITATION: Applicants education must be obtained from an accredited institution. Education credentials obtained out of the US must be evaluated for US equivalency. Evaluation agencies information may be obtained at www.naces.org.
ELIGIBILITY: Qualified candidates will be considered for vacancies as they arise, for a period of at least six months. The decision of the Director of Human Resources with respect to acceptable minimum qualifications is final.
CRIMINAL BACKGROUND CHECK: Eligible candidates under final consideration for appointment to this position identified as positions of trust will be required to authorize the release of and successfully complete a Fingerprint check.
PROBATION: All persons, including current City employees, selected from this position will be on probation for 6 months.
Job Description
SALARY $53,065.00 - $64,495.00 Annually
CLASS DEFINITION
A Customer Care Analyst Supervisor II through subordinate supervisors manages and directs the operations and activities of a work unit engaged in processing billing adjustments for City provided services. Work of this class involves supervising Customer Care Analysts Supervisors and Analysts.
Incumbents receive general supervision from an administrative superior. Employees in this class work a conventional workweek. Work is performed in an office where working conditions are normal. Work requires minimal physical exertion.
SELECTION PROCESS
All candidates indicating the minimum qualifications on their applications will be placed on the eligible list without further examination. The training and experience of each candidate will be evaluated for appropriateness and quantity. It is essential, therefore, that you give complete and accurate information on your application. Vagueness or omission may prevent you from being considered for this position. Qualified candidates will not be listed in rank order.
On or before the date of filing the application, each candidate must:
EDUCATION: Have a Bachelor’s Degree from an accredited college or university.
AND
EXPERIENCE: Have three years of experience in billing/collection, preferably in a municipal government, with working knowledge of Microsoft Office suites as part of the customer service environment and two years of supervisory experience.
OR
NOTES (EQUIVALENCIES): Have an equivalent combination of education and experience. Non-supervisory experience or education may not be substituted for the required supervisory experience.
LICENSES, REGISTRATIONS AND CERTIFICATES: Have a valid Maryland Class C Non-Commercial driver's license or an equivalent driver's license and eligibility to obtain a Baltimore City driver’s permit.
KNOWLEDGES, SKILLS AND ABILITIES
Knowledge of policies and procedures related to billing services.
Knowledge of customer service practices and processes.
Skill in communicating effectively and with tact with residential and commercial customers of the municipal water system regarding the cause of problems.
Ability to plan, coordinate, supervise, evaluate the work of subordinate supervisors.
Ability to interpret, explain, and apply policies, rules, and procedures.
Ability to develop, implement, and revise operating procedures and forms.
Ability to compose clear and concise reports and correspondence.
Ability to analyze and evaluate financial and account records and make decisions using initiative and independent judgment within established guidelines.
Ability to organize research and maintain computerized records and files and use designated software programs such as spreadsheets, databases and word processing systems to include Excel and Microsoft Office.
EXAMINATION PROCESS
Applicants must provide sufficient information on their application to show that they meet the qualifications for this recruitment. Successful applicants will be placed on the employment certified eligible list for at least six months.
The examination will consist of a rating of your education, training, and experience as presented on your application and as they relate to the requirements of the position. You may be required to complete
supplemental questions to further examine specific Knowledge, Skills and Abilities of the position. Therefore, it is important that you provide complete and accurate information on your application.
NOTE: Those eligible candidates who are under final consideration for appointment to this position will be required to submit to drug and alcohol testing and criminal background check.
If you have questions regarding this position, please contact Jade Glenn, HR Specialist II via email at Jade.Glenn@baltimorecity.gov
BALTIMORE CITY AN EQUAL OPPORTUNITY EMPLOYER
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