Unit Supervisor - Customer Service Examination

UNIT SUPERVISOR - CUSTOMER SERVICE Examination

(OPEN) CS

Application Open Date: 08/14/2026

Application Close Date: 08/31/2026

SALARY: $31.17 - $33.24 per hour.

WRITTEN EXAMINATION
:
The exam may be computerized, or a traditional pencil and paper designed to test the objectives of the duties and minimum qualifications of the classification.

Under general direction, supervises the operation of support, technical, clerical, temporary, and other unit staff members. Schedules and reviews work. Provides on-the-job training and coaching. Processes complex transactions. Determines eligibility and/or compliance with rules, regulations, and laws. Responds to inquiries and resolves problems. Determines actions necessary for collection activities and bankruptcy filings. Performs research and communicates with outside involved parties. Compiles statistics and summary reports.

Retrieves prepared reports. Prepares correspondence. Monitors service calls. Makes recommendations for unit improvements. Monitors permit processes. Complies with public records requests. Submits/processes referrals. Oversees the establishment, adjustment, and reconciliation of accounts in a billing system. Assists management in planning and implementing unit policies and procedures. Conducts or provides input for the performance management process. Works various shifts, weekends, special events, during emergencies, and during staff shortages as necessary.

Performs other job-related duties as required.

Associate's Degree in Accounting, Business, or related field from an accredited college or university required. Two years of full-time paid experience in a call center with an emphasis on customer service and resolution of complaints required, experience in a utility call center is preferred. (Substitution:
One year of directly related experience or any equivalent combination of education, training and experience.) Must possess intermediate-level computer knowledge including Internet and MS Office. The ability to speak a second language is preferred.

An applicant who is a graduate of the Cleveland Metropolitan School District (CMSD) and is participating in an open competitive entrance-level examination, as determined by the Commission, shall receive an additional five (5) points upon achieving a passing score, as established in the examination announcement. Applicants must provide acceptable proof of graduation from a CMSD school at the time of application in order to qualify for this credit.

Veterans' preference will be awarded, when applicable, to eligible veterans in accordance with Civil Service Rules 4.40E, 4.40F and 4.40G. Proof of active service or a DD Form 214, must be presented to the Commission at the time of filing application for the examination in which credit is sought in order to qualify for veterans' credit. If the applicant has received an honorable discharge or a general discharge under honorable conditions that applicant shall receive an additional five (5) points added to their raw score on the examination;

or ten (10) points are added to their raw score on the examination if applicant's supporting documentation indicates more than fifteen percent (15%) service connected disability.
NOTE: Only DD Form 214 (long form) or an official armed service document indicating typeofdischargeorseparationandthedatesofactiveservice will be accepted as proof of active service.

We are an equal opportunity employer. We do not discriminate on the basis of race, color, sex, national origin/ancestry, military status, disability, age and religion.

The City's guiding principles are as follows:
Placing Clevelanders at the Center, Empowering Employees to Do Purposeful Work, Defining Clear and Pragmatic Objectives, Leading with Trust and Transparency, Striving for Equity in All We Do, and Embracing Change. All City employees are responsible for embracing and carrying out these principles in all that they do.