Salary: $42,358.00 - $53,995.00 Annually Location : Rochester, NY Job Type: Full-Time Job Number: 24EOC87809-010 Department: Various Departments Opening Date: 08/27/2024 Closing Date: 9/27/2024 11:59 PM Eastern Civil Service Exam Date: 10/26/2024 General Description The Senior Service Assistant answers customer inquiries, in both English and Spanish, regarding services provided by a City Department or Bureau and/or the billing associated with those services. The employee provides customers with information and makes 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 NSC 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, in both English and Spanish, 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, in English or Spanish as needed, 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 Equivalent; 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 InformationPart I: The weighted multiple-choice written test is designed to evaluate knowledge, skills and/or abilities in the following areas: 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 for 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 for 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 on line at:
- The Central Library of Rochester and Monroe County May have exam-related material, as well as, other branches.
PART II: The qualifying Spanish language oral proficiency test (bilingual test) is designed to evaluate the candidate's oral proficiency in the Spanish language, at a level appropriate for the title. A level 2 proficiency in the Spanish language is required to pass the qualifying oral proficiency test for this title. This is equivalent to having a working oral language proficiency with understandable, smooth expression at a conversational level of communication. The language oral proficiency test will be rated on a pass-fail basis. Candidates must pass both the written test and the qualifying foreign language oral proficiency test in order to be eligible for appointment. SPANISH LANGUAGE ORAL PROFICIENCY TEST WAIVER: The City of Rochester will waive further bilingual component testing for candidates who have successfully completed a required language oral proficiency level with the City of Rochester or other Civil Service agency within New York State. Candidates must request a waiver of the Spanish Language Oral Proficiency Test at a level determined by New York State Department of Civil Service. Candidates must submit a request for waiver with their application by the final filing date for the examination as stated on the Exam Announcement. The request for waiver must include the date, title, Civil Service agency, and the level for which the Spanish Language Oral Proficiency Test was administered. The Department of Human Resource Management/Examination Administration unit will verify this information with the New York State Department of Civil Service or New York State Civil Service agency. Candidates will receive written notice regarding this verification. The Department of Human Resource Management/Examination Administration will also keep a record of each successful candidate's name, level of proficiency achieved date(s) of oral proficiency test(s). Candidates who successfully perform at the targeted level, will also be granted waiver status for lower proficiency levels, if any. 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.