WWW Customer Care Analyst - Department of Public Works

Salary

$43,264 - $70,518 annually. Hiring Salary Range: $43,264 - $43,264 annually.

A Customer Care Analyst I learns to serve as a liaison between customers and City agencies. The work involves no supervisory duties. Incumbents receive close supervision from a technical superior. Employees work a conventional workweek in an office.

• Education:
  
  Graduated from an accredited high school or hold a GED certificate.
• Experience:
  
  Basic knowledge of Microsoft Office suites.

• Ability to learn current office systems, practices, procedures, and administration.
• Knowledge of general office equipment and personal computers, including word processing, spreadsheets, and related software packages such as Microsoft Word and Excel.
• Ability to research both hardcopy and electronic records and files.
• Ability to communicate effectively, both verbally and in writing, with internal and external customers through phone, email, or in person.
• Ability to handle currency and make correct change.
• Ability to learn and interpret, explain, and apply billing policies, and procedures.
• Ability to perform simple mathematical computations quickly and accurately.
• Ability to understand and follow complex oral and written instructions.
• Ability to maintain clerical and accounting records and prepare reports from such records.
• Ability to establish and maintain effective working relationships with co‑workers and customers.
• Ability to adapt to frequent changes in processing of daily work and to be highly productive and accurate.

• Background check required for trust positions.
• Mandatory six‑month probation for all selected candidates.
• Probation: six months. Eligibility: considered for vacancies for at least six months.
• Education accreditation: education must be obtained from an accredited institution; overseas credentials evaluated for U.S. equivalency.

All candidates meeting the minimum qualifications will be placed on the eligible list without further examination. Training and experience will be evaluated for appropriateness and quantity. Candidates will provide complete and accurate information on their application. Selected candidates will be placed on the employment‑certified eligible list for at least six months. The examination will involve rating of education, training, and experience as presented on the application and may include supplemental questions.

The City of Baltimore is an Equal Employment Opportunity Employer and is committed to a workplace that values diversity, equity, and inclusion. The City prohibits discrimination on the basis of race, color, religion, age, sex, ancestry, creed, national origin, disability status, genetics, marital status, military service, sexual orientation, gender identity or expression or any other characteristic protected by federal, state, or local laws.

The City offers medical, prescription drug, dental, vision, optional life, AD&D, and FSA plans. This office also supplies wellness programs, support groups, and workshops.