WWW Customer Care Analyst I- Department of Public Works

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

A Customer Care Analyst I learn to serve as a liaison between customers and City agencies. The work of this class involves no supervisory duties or responsibilities.

Incumbents receive close 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.

• Ability to learn current 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 learn the skill in researching both hardcopy and electronic records and files.
• 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.
• Ability to learn and interpret, explain, and apply billing policies, and procedures.
• Ability to make simple mathematical computations with speed and accuracy.
• Ability to understand and follow complex oral and written instructions.
• Ability to learn how 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.

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. 

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

Qualified candidates will be considered for vacancies as they arise, for a period of at least six months. The decision of the Director of Human Resources with respect to acceptable minimum qualifications is final.                                      

Applicants’ education must be obtained from an accredited institution. Education credentials obtained out of the US must be evaluated for US equivalency. Evaluation agencies information may be obtained at www.naces.org. 

All candidates indicating the minimum qualifications on their applications will be placed on the eligible list without further examination. The training and experience of each candidate will be evaluated for appropriateness and quantity. It is essential, therefore, that you give complete and accurate information on your application. Vagueness or omission may prevent you from being considered for this position. Qualified candidates will not be listed in rank order.    

Applicants must provide sufficient information on their application to show that they meet the minimum qualifications for this recruitment. Successful applicants will be placed on the employment certified eligible list for at least six months. 

The examination will consist of a rating of your education, training, and experience as presented on your application and as they relate to the requirements of the position. You may be required to complete supplemental questions to further examine specific Knowledge, Skills and Abilities of the position. Therefore, it is important that you provide complete and accurate information on your application.