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Customer Service Contact Center Representative

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Customer Service Contact Center Representative

Salary

$51,095.20 - $53,784.64 Annually

Location

Toledo, OH

Job Type

Full-Time

Job Number

2025-00263

Department

Information Technology

Division

Engage Toledo

Opening Date

11/06/2025

Closing Date

11/12/2025 11:59 PM Eastern

+ Description

+ Benefits

+ Questions

Description

POSITION SUMMARY:

Under immediate supervision, represents the City of Toledo in a professional manner through communication to citizens regarding various city departments, including Department of Public Utilities customers over the telephone, in person through outreach, through email, chat, radio dispatch and text; may review work of and/or provide work direction to lower-level personnel, community partner agencies, and/or third-party contractors as needed; performs related work as required.

ESSENTIAL JOB FUNCTIONS:

+ Conveys a positive image and handles a large volume of customers in a professional, friendly, effective and efficient manner.

+ Responsible for delivering customer service to citizens via multiple communication channels such as: in person, over the telephone, email, text, chat, fax, written correspondence, and radio dispatch.

+ Accountable to provide general information, answer questions, and gather facts and pertinent information regarding water emergencies, utility bills and various city services, concerns and complaints.

+ Works in a call center team environment and is required to meet multiple established call center key performance indicators, goals, and objectives.

+ Assists utility customers with establishing/discontinuing of service accounts, exchanges and inspections of meters.

+ Works closely with all city employees, specifically in the Department of Public Utilities, in order to assist with resolving customer questions and/or concerns, including but not limited to: requests for city services, verifying meter reads, tap information, service line information, bill adjustments, offering payment assistance, and communicating the appeals process and billing rates inside and outside the City of Toledo as needed.

+ Enters information obtained from callers into multiple computer software programs utilized by the City of Toledo and proactively performs support and oversight to ensure effective and efficient processing and completion of reported concerns and/or complaints.

+ Follows-up with citizens on utility matters and requests for services.

+ Performs a variety of activities related to processing customer requests.

+ Prepares and maintains a variety of organizational records and files.

+ Compiles data for reports.

+ Processes a wide variety of complex records, reports, applications and other transactions as required in a specific area.

+ Makes recommendations for modifications in office forms and procedures under immediate supervision.

+ Trains/mentors new personnel.

+ Performs work of considerable difficulty utilizing multiple computer software programs to assist in analyzing, interpreting, and explaining information and status updates on request for city services and utility accounts.

+ Responsible for providing high quality customer service to all internal and external customers.

+ Performs work of considerable difficulty in independently completing various tasks involving complex work methods and problems.

+ Provides peer to peer training.

+ Other related duties as required.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

Knowledge of:

+ Working in a customer service contact center work environment.

+ Telephone and email etiquette.

+ Establishing and maintaining effective working relationships with internal and external customers.

+ Contact center best practices.

+ The Toledo Municipal Code, including he Department of Public Utilities Rules and Regulations.

+ City ordinances, policies, rules and regulation related to city services.

+ The functions and services of various city departments and local community agencies.

+ Modern office procedures.

+ The use of telephone functions, including the ability to conference call.

+ Business English, grammar, punctuation, spelling, and capitalization.

+ Microsoft Office software.

+ Mathematics.

+ The use of radio and communications.

Skill in:

+ Working in a customer service contact center work environment.

+ The use of radio and communications.

+ Creating and maintaining electronic records, and electronic reports.

+ Following established procedures.

+ Preparing financial or statistical reports.

+ Verifying alpha/numerical information.

+ The use of personal computer, radio dispatch, calculator, and other related office equipment.

+ Verbal and written communication.

+ Receiving and making change with accuracy.

+ Maintaining, confidentiality of information and materials.

Ability to:

+ Speak articulately and to maintain courteous, tactful and effective public relations under stressful conditions.

+ Organize information.

+ Identify and resolve problems.

+ Work with individuals of diverse backgrounds.

+ Establish and maintain effective working relationships with subordinates, peers, superiors, vendor representatives and clients.

REQUIRED EDUCATION, EXPERIENCE, AND CERTIFICATIONS:

+ Graduation from high school or General Educational Development (GED) Tests equivalency.

+ Four (4) years of experience with direct customer contact, either in person or over the telephone, with a minimum of two (2) years of experience in customer service operations handling general inquiries and complaints.

+ An Associate’s Degree in Administrative Office Technology, Business Management Technology or certification from an accredited customer service professional organization can be substituted for two (2) years of experience.

+ Engage Toledo is an essential operation. Must be willing to work all of the three (3) shifts; including weekends and all holidays.

+ Must possess a valid driver’s license.

PREFERREDEDUCATION, EXPERIENCE, AND CERTIFICATIONS:

+ Customer service contact center experience is preferred.

PHYSICAL DEMANDS:

The physical demands described within this job description must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

In this position, the employee will continuously stand, walk, and sit. Frequent stooping, kneeling, twisting, and crouching may occur with this position. Speaking and listening are constant essential functions of this position.

WORK ENVIRONMENT:

The work environment described within this job description will be encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee is continuously indoors. At times, this position may require extended work hours. The noise level in the work environment is usually low; however, occasional moderate background noise can occur.

If you need assistance or an accommodation, or if you have questions about completing the online application, please contact the Department of Human Resources at (419) 245-1500.

Class Code: Customer Service Contact Center Representative (1121)

The City of Toledo provides excellent health and retirement benefits for its employees.

Health Insurance

The City of Toledo is a self-funded medical plan provider that offers a broad network of health services options for its employees. The City also offers a multi-tiered prescription drug plan and dental and vision care services.

Employees are required to pay a monthly premium depending on the employee’s selection of single, single plus one, or family coverage. Coverage is also afforded for qualifying domestic partners, depending on the employee’s bargaining unit. Monthly co-premiums are determined by collective bargaining agreement or Municipal Code.

Group Life Insurance

City employees are covered by a group life insurance plan depending on collective bargaining agreement or Municipal Code.

Ohio Public Employees Retirement Plan

The City is a member of the Ohio Public Employees Retirement Plan (OPERS). All employees who are paid in whole or in part by the state of Ohio, a county, municipality, or any other political subdivision of state or local government in Ohio must become members of OPERS unless they are covered by another state retirement system in Ohio.

OPERS is a pension plan providing fixed retirement benefits every month based on a formula that rewards years of service. The City contributes 14.00% of the employee’s annual base salary and employees contribute 10.00% of their annual base salary.

For more information about OPERS, click on this link: https://www.opers.org/

Deferred Compensation & 401(K)

The City of Toledo offers a voluntary governmental 457(b) deferred compensation plan, which is a retirement savings plan that allows eligible employees to supplement any existing retirement/pension benefits by saving and investing pre-tax dollars through salary deferral.

Contributions and any earnings are tax-deferred (both federal and state income taxes) until money is withdrawn. Withdrawals are taxed at ordinary income levels.

For more information about the Ohio Deferred Compensation click on this link: https://www.ohio457.org/iApp/tcm/ohio457/index.jsp

401(k)

The City of Toledo offers a voluntary pre-tax savings contributions retirement plan. The plan is commonly referred to as a 401(k).

Under the 401(k) plan, an employee’s retirement savings contributions are deducted from the employee’s paycheck before taxation. The City does not make contributions on the employee’s behalf. (Contributions are tax-deferred until withdrawn during retirement). Annual contributions to the 401(k) plan are limited to a maximum pre-tax annual contribution, as established by Internal Revenue Service regulations.

Roth 401(k)

The City of Toledo also offers a voluntary post-tax savings contributions retirement plan. This plan is commonly referred to as a Roth 401(k) Plan.

Under a Roth 401(k) Plan, an employee’s retirement savings contributions are deducted from the employee’s paycheck on a post-tax basis. Annual contributions to the Roth 401(k) plan are limited to a maximum post-tax annual contribution, as established by the Internal Revenue Service.

01

Are you currently employed by the City of Toledo?

+ Yes

+ No

02

If you are currently employed by the City of Toledo, please list your Division.

03

What is your highest level of education?

+ High School Diploma or G.E.D.

+ Some College

+ Associate's Degree

+ Bachelor's Degree

+ Master's Degree

+ None of the above

04

If you have an Associate's Degree or higher, please list the major and any concentrations of your Degree?

05

How many years of experience do you have in customer service?

+ Four (4) of more years of experience

+ Three (3) years but less than Four (4) years of experience

+ Two (2) years but less than Three (3) years of experience

+ One (1) year but less than Two (2) years of experience

+ Less than (1) year of experience

06

Describe your experience in customer service.

07

How many years of experience do you have in customer service operations handling general inquiries and complaints?

+ Three (3) or more years of experience

+ Two (2) years but less than Three (3) years of experience

+ One (1) year but less than Two (2) years of experience

+ Less than One (1) year of experience

08

Describe your experience in customer service operations handling general inquiries and complaints.

09

Do you possess a certification from an accredited customer service professional organization?

+ Yes

+ No

Required Question

Employer

City of Toledo

Address

One Government Center Ste 1920

Toledo, Ohio, 43604

Phone

419-245-1500

Website

http://toledo.oh.gov/services/human-resources/

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