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      Alameda County Water District

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      Entrevista para Customer Service Supervisor

      8 de out. de 2020
      Candidato(a) sigiloso(a) à entrevista
      Fremont, CA
      Nenhuma oferta
      Experiência negativa
      Entrevista difícil

      Candidatura

      Candidatei-me online. Fui entrevistado pela Alameda County Water District (Fremont, CA) em out. de 2020

      Entrevista

      Disorganized, Confusing, and Unequal. The public sector employment application process is onerous and I know because I have both experienced being a candidate and being the employer interviewing candidates. As an employer in the public sector interviewing candidates, the reason to make the application difficult and onerous is to discourage outside candidates from applying because you have an internal candidate that you want to put into that position. As a public sector agency, you are required to make it appear that you conducted a fair and equitable interview process. In reality, outside candidates never have any chance of advancing to receive an offer. The Alameda County Water District (ACWD) application process involved eight very wordy and multi-faceted questions. For example, one question had 7 parts, one question had 3 parts, and two questions had 2 parts. Judgmentally, the application process had 18 essay-style questions. The application questions were so specific that with respect to 2 questions, only an internal candidate would have the specific and perfect experience they claimed as required. This meant that any transferrable skills, such as software implementation was essentially disregarded. As an outside candidate being on both sides of the metaphorical interviewing table, I knew from experience what was occurring, but I wanted to make them work at reading my application and allowing me to at least interview. The extra onerous questions as part of the written application process made the interview process unequal because only an internal candidate would have the granular experience ACWD was asking for in the written interview. I was invited to interview after submitting my 5,694-word application. Their HR department called me to inform me of the process and let me tell you that it was confused, disorganized, and unequal. The HR person stated that their process was going to require candidates to log-in to Zoom 20 minutes prior to the actual interview which seemed out of the ordinary and it was. In all public sector interviews, similarly to non-government jobs, 5-10 minutes early is reasonable, not 20 minutes. The HR person explained that the reason for this was that they were going to provide candidates, via Zoom, the questions to review prior to the interview. This is a nice gesture that is not normally done, further, in a normal interview situation, candidates never know the questions prior to the interview. Now ACWD has two deviations from a normal public sector interview process, an extra onerous written application, and releasing questions to candidates via Zoom prior to the interview. One the day of the interview, I logged in to Zoom 25 minutes early at 2:45 pm for my 3:10 pm interview, to allow for any technical problems that might have occurred. I closed all my internet browser windows including email and turned off my phone so that I could focus and concentrate on the soon to be released questions in the Zoom meeting room. After 10 minutes of waiting, I thought they must just be running late which is not at all uncommon so it did not raise any alarms for me. At 3:03 pm, I thought I'd check my phone for any messages and sure enough, there were two voicemails. The first one arrived at 2:55 pm and the second one arrived at 3:00 pm. The first message stated they were running late and not to worry. The second message said that he'd sent over the interview questions at 2:50 pm. Understanding from my phone call with the HR person that the questions were going to be released via the Zoom meeting room, his message made no sense, at first. But, then it hit me that without telling me and likely all the other outside candidates ACWD changed their stated interview process at the last minute. Instead of releasing the questions via the Zoom meeting room, as I was told was going to happen in the phone call with the HR person, ACWD decided to email the questions. As I said earlier, I had all my email browsers closed and my phone ringer off so as not to be interrupted with a ringing phone or other audible alerts during the interview as any professional should. I did not get into my email and retrieve the interview questions until 3:03 pm or 13 minutes passed when I was supposed to have received the interview questions via the Zoom meeting room. The disorganized change in the interview process left me confused and at a clear disadvantage. When the interview finally started at 3:13 pm, the HR person asked me if I saw the questions that were sent over and I explained that the questions were supposed to have been sent via Zoom not emailed and that I had only had 10 minutes to review the questions and not the promised 20 minutes. The response I received was, "well the panel is ready, just do the best that you can." The HR person might have well said, although you never stood a chance from the beginning, good luck with our disorganized, confused, and unequal process."

      Perguntas de entrevista [1]

      Pergunta 1

      Written Application Questions: 1. Describe your experience and involvement with implementing new technologies related to customer service, e.g. Electronic Bill Presentment and Payment (EBPP), telephony, Advanced Metering Infrastructure (AMI), etc. 2. Describe how you would motivate/mentor staff to ensure they are responsive to customer calls and provide best-in-class service to each customer. 3. Describe your experience in providing feedback, mentoring, and training employees. 4. Please indicate at which level (s) you are applying for. There is one vacancy for this position that will be filled at one of the available levels based on this recruitment. (check box answer format, can select one or more/all) 5. Please describe your education and experience that qualify you to lead the District's customer service office? 6. Please briefly describe your work experience in each of the following areas: Be specific about the duties performed, the name of the organization and number of years of experience within each area. a. Supervising/Leading a Customer Service Division b. Leadership Style c. Handling complex customer/billing scenarios d. Developing and implementing internal controls. 7. Describe your experience with customer information systems, and your depth of knowledge of the systems logic. Explain methods you used to develop efficient business processes and analysis. 8. Question 8 is only for candidates applying for the Customer Service Supervisor II level. Please describe your experience coaching and disciplining employees. Oral Interview Questions: 1. Please tell us how your qualifications, certifications and work experience make you a strong candidate for the position? Please include in your response your specific experience and abilities in significant customer service activities such as: call center operations, customer billing, account management, payment processing, customer relations. 2. The District is undertaking an AMI deployment project which will upgrade all consumption meters and install AMI endpoints in each meter box, together with the implementation of new supporting software. Please describe how you would approach implementing changes as the Customer Service Supervisor and how you would help the group adapt to change initiated by others? 3. You think you have discovered an error in the way staff processed billing customers. Describe how you would go about determining whether your concerns are accurate and how you would prevent this from happening again? 4. Describe a recent time you had to manage conflict within your department, division or team. What was the conflict, how did you handle the situation and what was the outcome? 5. Describe your understanding of and experience with the meter-to-cash process and your experience implementing improvements in the meter-to-cash process. 6. Please describe your experience as a supervisor or lead handling an underperforming employee or a difficult personnel matter. How did you address it and in hindsight is there anything you would do differently? If you do not have direct experience in these areas, describe how you would handle a similar situation. 7. Any customer interaction elevated to the supervisor is likely to be challenging. What are some reasons why a customer might be upset, how would you try to help a challenging customer, and what do you see as the ideal outcome after assisting a challenging customer? What solutions have you implemented to increase employees’ competence in dealing with challenging customers? 8. Describe or provide an example of a situation where you had to make a difficult decision that normally would have been escalated to your manager. a. What went into your decision-making process? b. What was the impact to the Agency?
      1 resposta
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