WWW Customer Care Analyst III- Department of Public Works

Salary Range:  $47,699.00 - $74,042.00 Annually 

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Welcome to the City of Baltimore! Experience the reward of a fulfilling career and enjoy the added element of excitement in a vibrant, diverse atmosphere. The City of Baltimore offers limitless opportunities to help drive social impact, both on the job and in the community, while serving its citizens. Join us in making Baltimore a great place to live and work. In the City of Baltimore, we hire great people and provide them with the skills and opportunities to grow toward their career aspirations. If you are looking for a career change or interested in learning more, explore our opportunities and benefits programs. We are excited to have you as a part of the City of Baltimore Team! 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. You can learn about our benefits here: https://humanresources.baltimorecity.gov/hr-divisions/benefits

Job Summary:  

A Customer Care Analyst III serves as a liaison between customers and City agencies. The work of this class involves making recommendations, for complex adjustments, cancellations, and corrections to customer accounts. Work of this class may involve leading Customer Care Analyst I and II’s but does not involve full supervisory duties or responsibilities.

Incumbents receive general supervision from a technical superior. Employees in this class work a conventional workweek. Work is performed in an office where normal working conditions are encountered. Work requires minimal physical exertion.

Minimum Qualifications:                               

On or before the date of filing the application, each candidate must:  

Education: Have graduated from an accredited high school or GED certificate.

AND 

Experience: Have three years of experience in billing/collection, preferably in a municipal government, with general knowledge of Microsoft Office Suites as a part of the customer service delivery environment.

OR 

Equivalency Notes: Have an equivalent combination of education and experience.

**APPLICATION DEADLINE: Please submit your application no later than 12:00 AM on the closing date to be eligible for consideration. ** 

Knowledge, Skills, & Abilities: 

• Knowledge of office systems, practices, procedures, and administration.

• Knowledge of general office equipment and personal computers to include word processing, spreadsheets and related software packages such as Excel and Microsoft Word.

• Ability to effectively communicate both verbally and in writing with internal and external customers through phone, email or in person.

• Ability to handle currency and make correct change.

• Skill in researching both hardcopy and electronic records and files.

• Ability to assign, review and approve the work of Customer Care Analyst I and II.

• Ability to interpret, explain, and apply billing policies, and procedures.

• Ability to make moderately complex mathematical computations with speed and accuracy.

• Ability to understand and follow complex oral and written instructions.

• Ability to operate a desktop computer and routine software programs, including routine billing system procedures.

• Ability to maintain clerical and accounting records and to 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.

Additional Information 

Background Check                                        

Eligible candidates under final consideration for appointment to positions identified as positions of trust will be required to complete authorization for a Criminal Background Check and/or Fingerprint must be successfully completed. 

Probation 

All persons, including current City employees, selected for this position must complete a mandatory six-months.

Eligibility 

Qualified candidates will be considered for vacancies as they arise, for a period of at least s