Pergunta de entrevista da empresa Alameda County Water District

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?