Loading...
HomeMy WebLinkAbout2013 Customer Support Wage Comparison MISSION STATEMENT Customer Support Services provide excellent customer service by listening and understanding our customer’s needs. We respond with appropriate information and services while providing positive reinforcement for their requests because the “customer is our first priority”.  Customer Services Specialists: Job Titles Current Wage Administrative Customer Support Representative – Lead (Admin C/S Rep - Spanish speaking) $15.68 - $22.31 Grade 10 Financial Dept. proposed change: $13.40 - $19.07 Grade 6 Administrative Customer Support Representative $13.40 - $19.07 Grade 6 (Admin C/S Rep) Financial Dept. proposed change: $11.45 - $16.30 Grade 2 Similar jobs “averaged” on page two: $15.26 - $21.51 Grade unknown Comparatives of similar jobs: Salary Range Annually 1. Idaho Falls - Utility Cashier ($13.60 - $18.75) $28,288 - $36,626 Accounts Payable Clerk ($16.19 - $22.09) $33,675 - $45,947 2. Blackfoot - Customer Service Specialist ($11.11 - $15.33) 3. Twin Falls - UB Utility Services Representative ($12.58 - $18.12) Administrative Assistant ($14.41 - $20.75) Executive Assistant ($16.49 - $23.75) 4. Moscow - Administrative assistant/secretarial Executive Assistant: ($20.79 - $29.35) Administrative Assistant III: ($17.81 - $25.15) Administrative Assistant II: ($16.49 - $23.29) Administrative Assistant I: ($13.10 - $18.50) $15.26  $21.51  #1 through #4 Averages: Grade Two Salary Study Proposed for CS Employees: $11.45 $16.30 Grade Six Rexburg Current Salary Range for CS Emp. $13.40 $19.07 In Summary: The Customer Support Services Department has become a department dedicated to Customer Service by encouraging openness and transparency. Becoming a separate department has allowed the Customer Service Team to expand into areas not previously explored or managed. It is our goal to be treated in a fair and equitable way without any disparities originating from selective titles or historical memories. We believe the Customer Support Services Department is the face of the City and we should act appropriately when interacting with the public. A recent job survey demonstrates the inequities being continued from a previous time as demonstrated below with a Utility Billing Clerk remaining on a six while the Customer Services employees dropped to a two. We believe this inequity can be resolved by using the correct job title in the study. Customer Service Team members closely follow the description of Administrative Assistants, Customer Services Representatives, and Customer Services Specialists.  Fact Sheet    Employees from 2004 to 2008 are not shown. Employee Evaluations/step raises with cost of living added. Hire/Review Date Grade Hourly Monthly Annual Mariana Oct. 06, 2008 5 $11.72 $ 2,031.88 $24,382.56 Apr. 15, 2009 5 $12.19 $ 2,113.16 $25,357.92 Feb. 01, 2010 6-9 $13.71 $ 2,377.00 $28,524.00 Supervisor Oct. 01, 2010 9 $14.26 $ 2,548.72 $30,584.48 Oct. 15, 2011 9 $15.54 $ 2,693.08 $32,316.96 Spanish Oct. 15, 2013 9-10 $16.63 $ 2,882.04 $34,584.48 Proposed drop in career dollars = $6,740.12 ======================================================================== Shellie Feb. 18, 2010 6 $12.19 $ 2,113.16 $25,357.92 (blood drive) Oct. 01, 2010 6 $13.07 $ 2,265.80 $27,189.60 (Utility New Letter) Oct. 05, 2011 6 $13.81 $ 2,394.14 $28,729.68 (Wellness Program) Oct. 15, 2013 6 $14.78 $ 2,562.12 $30,745.44 Proposed drop in career dollars = $5,761.46 ======================================================================== Mary Mar. 19, 2012 6 $12.77 $ 2,213.52 $26,562.24 (MYAB) Sep. 16, 2012 6 $13.28 $ 2,302.06 $27,624.72 (Mayor’s Admin) Sep. 30, 2013 6 $14.50 $ 2,512.84 $30,154.08 Proposed drop in career dollars = $5,761.46 ======================================================================== Position Review Process: The employees indicated when they were hired; the job posted a certain salary range. “We accepted the position under the understanding that we will potentially reach the top of our salary range after a number of years of hard work. We were never told that the range could change every 5 years. One of our incentives for continually working hard is knowing how much we could potentially earn.”