Utilities Customer Service Representative

PAY AND FAIR LABOR STANDARDS ACT (FLSA) STATUS:

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.

OVERAGE POSITION

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

ELIGIBILITY LIST PREFERENCE ORDER

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).   

APPLICATION, HIRING, AND BACKGROUND

• 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.  

For detailed information about the City’s hiring and background processes, check out the: Quick Guide to Hiring and Background Checks

If you have questions, check out the: Frequently Asked Questions 

TOTAL REWARDS

At the City of Oklahoma City, our Total Rewards package is designed to honor your service, fuel your growth, and support every part of your life.  We offer: 

• Competitive pay
• An average of $22,000 annually contributed toward your benefits and retirement
• A comprehensive package designed to support your health and wellness, financial security, work-life balance, and personal and professional growth and development

Explore all the ways we invest in you: City of Oklahoma City Total Rewards

SELECTION PROCESS INFORMATION 

• 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 405-297-2530.

JOB SUMMARY

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.

VETERANS PREFERENCE

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. 

JOB REQUIREMENTS

• 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.

COMPETENCIES

• One City, One Team (Teamwork/Team Oriented) (1) Recognizes, values, and leverages the ideas, opinions, and perspectives of others; (2) participates willingly and effectively as a team lead or team member; (3) builds consensus; fosters team commitment, spirit, pride, and trust; (4) collaborates with others to accomplish goals and objectives and achieve results; (5) expresses facts, ideas, messages, and information (technical and non-technical) to individuals or groups clearly, concisely, accurately, understandably, with honesty, tact, and diplomacy and in a manner that is appropriate for the intended audience; (6) actively listens, clarifies information as needed; (7) [Core Value One City, One Team] shares information, resources and solutions across departments; (8) [Core Value One City, One Team] asks for help early and offers it often; (9) [Core Value One City, One Team] collaborates across teams before decisions are made.
• Service First (Customer Centric) (1) Demonstrates commitment to public service; (2) serves and satisfies internal and external customers in a timely and effective manner; (3) establishes, commits to, and maintains high standards for producing quality work products and being responsive to customers; (4) supports the Department/City's mission; develops and executes strategies with the customer in mind; (5) [Core Value Service First] acts quickly and follows through until the job is complete; (6) [Core Value Service First] serves everyone with genuine respect, diligence and professionalism; (7) [Core Value Service First] makes decisions with the people we serve in mind.
• Respect Always (Conduct) (1) Conducts oneself with the utmost integrity and professionalism; (2) demonstrates humility; (3) encourages people to share their perspectives, ideas, and opinions; (4) makes decisions based on a sense of shared purpose; (5) takes responsibility for actions and decisions; (6) resilient; (7) leans in to challenges and problems with creative solutions; (8) speaks up and challenges the status quo; (9) relies on the character, ability, strength, truth, and transparency of others and the organization; (10) [Core Value Respect Always] listens with curiosity and speaks with care; (11) [Core Value Respect Always] embraces different perspectives and lived experiences; (12) [Core Value Respect Always] gives feedback constructively and receives it openly.
• Own the Outcome (Execution and Results) (1) Sets well-defined and realistic goals and high standards of performance for self or self and others; (2) displays a high level of initiative, effort, and commitment toward performing work; (3) completes assignments in a thorough, accurate, and timely manner, and delivers results; (4) works with minimal supervision, is motivated to achieve, and demonstrates responsible behavior; (5) demonstrates understanding of all aspects of the job (as specified on the approved job description) and application of accrued knowledge in carrying out duties and responsibilities; technical knowledge; skill in the techniques, equipment, procedures, and work required; (6) [Core Value Own the Outcome] takes initiative to fix it or escalates issues; (7) [Core Value Own the Outcome] follows through on commitments; (8) [Core Value Own the Outcome] speaks up when accountability is missing.
• Keep Getting Better (Workplace Standards)  (1) Takes meal periods and breaks according to policy; (2) ensures sick leave usage does not negatively impact productivity of work unit; (3) notifies supervisor of unscheduled absences; (4) accepts suggestions and supervision with a positive approach; (5) completes work timely and correctly; (6) [Core Value Keep Getting Better] takes time to reflect and act on what is working and what is not; (7) [Core Value Keep Getting Better] learns from mistakes without blaming; (8) [Core Value Keep Getting Better] supports self and other’s development and growth.
• Safety (1) Complies with all safety policies and practices; (2) promotes a safe work environment; (3) participates in safety meetings; current on completion of safety trainings.

WORKING CONDITIONS

• 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.

Note:  Typical City employee working hours are 8:00 a.m. to 5:00 p.m., Monday through Friday. However, working hours vary (may require work to begin before 8:00 a.m. and/or end beyond 5:00 p.m., and/or may require work on weekends and holidays), and are subject to change, based on the duties and location of the position and the business needs of the assigned work unit/department. 

PHYSICAL REQUIREMENTS

• 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.

Note:  The working conditions and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.

OTHER DETAILS

Eligibility List:  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.

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

Former Employees:  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 (405) 297-2530. 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.

Background Investigation, Drug Testing, Physical Examination:  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:

AFSCME CBA Addendum C: Drug and Alcohol Testing Policy

If the position accepted is cyber security sensitive, internal and external applicants will be subject to a Criminal Justice Information Services (CJIS) Interstate Identification Index (III) Fingerprint Background check.  Additionally, employees in this job classification must complete Level 4 Security Awareness Training and pass an online certification test.

If the position accepted includes a lift/push/pull/carry Physical Requirement of 25 pounds and greater, internal and external applicants will be directed for a physical examination.

AN EQUAL OPPORTUNITY EMPLOYER

If you require reasonable accommodation at any time during the hiring process, please notify one of the Human Resources Department Representatives by calling 405-297-2530. The City of Oklahoma City will not discriminate against any applicant or employee because of race, color, religion, sex (including pregnancy, actual or perceived sexual orientation, and gender identity and/or expression), national origin, age, disability (mental or physical) and genetic information (including family medical history).