Senior Service Assistant-Open Competitive Exam

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Senior Service Assistant-Open Competitive Exam

Salary

$42,358.00 - $53,995.00 Annually

Location

Rochester, NY

Job Type

Full-Time

Job Number

24EOC88685-010

Department

Various Departments

Opening Date

08/27/2024

Closing Date

9/27/2024 11:59 PM Eastern

Civil Service Exam Date

10/26/2024

• Description

• Benefits

General Description

Senior Service Assistants answer customer inquiries about services provided by a City Department or Bureau and/or the billing associated with those services. These employees provide customers with information and make referrals to other City bureaus, departments or outside services, as appropriate. Employees in this class are assigned to a centralized office, as opposed to Customer Service Representatives who work in a decentralized office in the Net Program. They are supervised by higher level personnel. Senior Service Assistants act as the point person for contact regarding a department program or lead other subordinate clerical staff in an office and prepare statistical reports of billing system records. Related work is performed as required.

Typical Work Activities

Responds to inquiries regarding services from the general public and businesses, by telephone, in person, and by mail;

Accepts applications for City services or licenses or permits and reviews for accuracy and completeness;

Enters requests or records into computerized tracking system;

Researches records and may contact other City offices to obtain information needed to resolve customer complaints or requests for information;

Follows up with customers, orally or in writing, to obtain clarifying or additional information;

Refers to schedules, procedures, charts, maps or computerized records to provide information;

Accepts payments for services, licenses or permits;

Drafts routine correspondence;

Performs monitoring and reporting activities relating to office workflow and revenue intake;

May assign and review the work of clerical staff, providing training and guidance in work processes;

May prioritize routine activities and clerical workflow of the office.

Minimum Qualifications

High school diploma or GED: PLUS1 and 2:

• Three (3) years of general clerical experience involving typing documents and/or data entry, filing, and public contact. PLUS

• One (1) year of account record keeping or receipt of payments.

NOTE: The work experiences in sections 1 and 2 may have been acquired in either the same job or separate jobs.

**Candidates who expect to receive this degree or diploma by August 1, 2025, may participate in the examination. If successful on the examination, you will not be certified for appointment until you have submitted proof of completion of the requirements to the City of Rochester Examination Administration unit. Proof must be submitted no later than 2 (two) months after the completion of your degree or diploma; failure to do so will result in the removal of your name from this list.

Exam Information

Scopes/Subjects of Examination: A test designed to evaluate knowledge, skills, and /or abilities in the following areas.

Name and Number Checking: These questions test the ability to distinguish between sets of words, letters, and/or numbers that are almost exactly alike. Material is usually presented in two or three columns, and you will have to determine how the entry in the first column compares with the entry in the second column and possibly the third. You will be instructed to mark your answers according to a designated code provided in the directions.

Operations with Letters and Numbers: These questions test for skills and abilities in operations involving alphabetizing, comparing, checking, and counting. The questions require you to follow the specific directions given for each question which may involve alphabetizing, comparing, checking, and counting given groups of letters and/or numbers.

Customer Service: These questions test for knowledge of techniques used to interact with other people, to gather and present information, and to provide assistance, advice, and effective customer service in a courteous and professional manner. Questions will cover such topics as understanding and responding to people with diverse needs, perspectives, personalities, and levels of familiarity with agency operations, as well as acting in a way that both serves the public and reflects well on your agency.

Understanding and Interpreting Written Material: These questions test the ability to understand and interpret written material. You will be presented with brief reading passages and will be asked questions about the passages. You should base your answers to the questions only on what is presented in the passages and not on what you may happen to know about the topic.

Test Guide:

• The New York State Department of Civil Service has not prepared a test guide for this examination. However, candidates may find information in the publication 'General Guide to Written Tests' helpful in preparing for this test. This publication is available online at: https://www.cs.ny.gov/testing/testguides.cfm.

The Central Library of Rochester and Monroe County May have exam-related material, as well as, other branches.

For full-time employees:

The City of Rochester offers a complete benefits package to full-time employees including health care, dental, vision, retirement, deferred compensation plans, flexible spending accounts, life insurance, long-term disability, holidays, vacation, and sick leave.

For less-than full-time employees:

The City of Rochester offers numerous growth opportunities to include the potential to transition into full-time, permanent employment.

Agency

City of Rochester (NY)

Address

30 Church Street Room 103A Rochester, New York, 14614

Phone

585-428-7115

Website

http://www.cityofrochester.gov

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