Kind of Work
Advanced level customer service work in a high volume call center at the Sewerage & Water Board. Work involves 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.
Note: Employees in this classification will work a fixed or rotating shift and may work weekends. Work during emergencies is required.
Note: Allocations of this classification are limited to the Sewerage and Water Board's call center.
Minimum Qualifications
High School Diploma or a GED issued by a US State Department of Education.*
EITHER: Permanent status as a Customer Service Associate (formerly 311 Telecommunications Operator) and one (1) year of experience in that classification. OR: Permanent status with the City of New Orleans and two (2) years of customer service experience in a high volume call center environment. 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.
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: Note: The Civil Service Department reserves the right to determine what courses are considered equivalent.
Basic Grammar Usage and Proofreading (COMM 110) Or
Basic Grammar Usage and Proofreading (COMM 111) And
Basic Grammar Usage and Proofreading (COMM 112)
Business Writing (COMM 130)
Business Math (COMP 410)
Human Relations (PBSV 210)
Techniques of Good Customer Service (PBSV 220)
Telephone Techniques (PBSV 230)
MIS courses (Introduction to PC's course, MS/PC-DOS or OS (FM) course, and one software application course), which are normally requirements have been waived.
Note: Coursework requirements have been waived for current employees. This waiver will be eliminated effective January 1, 2020.
* Prior to appointment, the hiring agency is required to verify education claimed by the applicant to qualify for this classification. If selected for hire, applicants must provide original documents of their qualifying credentials to the hiring agency prior to their start date in this job classification.
This position requires a one (1) year probationary period.
Kind of Examination
A rating of training and experience, weighted 100%. All related previous experience will be considered for qualification purposes; however, credit on the rating of training and experience will only be given for experience gained within the last ten (10) years.
This is a promotional examination limited to permanent employees of the City of New Orleans.