Customer Service Representative I

Actively supports and upholds the City’s stated mission and values. The Customer Service Representative is  responsible for performing a wide variety of tasks.  Duties range from the most routine and repetitive to the most complex of administrative support tasks requiring employees to take initiative, make judgment calls, and work independently.
 
 
ADMINISTRATIVE DUTIES

• Supervisory:  This job does not have formal supervisory responsibilities.
• Budgetary: This job does not have budgetary responsibilities but carries out day-to-day activities within approved budget.
• Strategic Planning:  This job does not have strategic planning responsibilities but carries out day-to-day activities in order to reach the stated goals and objectives.
• Policies/Procedures: This job carries out day-to-day activities in accordance with established policies and procedures.
• Compliance: This job carries out day-to-day activities in accordance with Federal, State, and Local laws, rules, and regulations as well as City policies and procedures.
• Council Communications: This job carries out day-to-day activities in accordance with Council's adopted priorities and direction.
• Reporting: This job does not have duties related to reporting to Federal/State/Local agencies.

General:

• Provides excellent customer service to both internal and external customers.
• Using multi-tasking skills, operate multiple pieces of equipment simultaneously. 
• Creates and maintains various confidential records, files, and databases requiring compilation of varied information.
• Provides written and verbal responses to customers by preparing, drafting, and proofing various reports, letters, and other correspondence.
• May be responsible for monthly production reports, statistical reports, or other regularly scheduled reports.
• Files electronic documents chronologically or by other prescribed methods.
• Processes a variety of forms electronic and paperwork, using established procedures.
• Types, data enters, or word-processes a variety of technical documents; compiles data and prepares reports.
• Monitors and maintains office supplies, business forms, and/or application forms.
• Maintains clean and orderly work areas.
• Work requires the ability to read and refer to City codes and ordinances.
• Work requires ability to read and apply policies and procedures, billing/account receivable and other financial reports.
• Clearly and politely communicates with customers in person, on the phone, and in writing.
• Performs other duties of a similar nature or level as assigned.

 Customer Care/Call Center: 

• Receives payment by cash, check, credit cards, wires, automatic debits, etc.
• Issues receipts, refunds, credits, or change due to customers.
• Counts money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change, as well as balance funds at end of shift.
• Greets customers entering City Hall, answering customer questions, and providing information on procedures or policies, as well as directing to appropriate staff and departments throughout the City.
• Complies with all cash handling and financial processes.
• Creates customer accounts, processes load station applications, and termination requests. 
• Communicates clearly with field personnel.
• Manages high volume of inbound calls in a timely manner.
• Following call center “scripts” when handling technical topics.
• Identify customers’ needs, clarify information, research various issues and provide solutions and/or alternatives.
• Understanding of City personnel, departments, and responsibilities for proper disposition of calls
• Responds and resolves difficult and sensitive inquiries and concerns from citizens and other agencies regarding charges, delinquencies, and refunds for municipal services. Responds verbally or in writing to complaints relating to billing policies and procedures. 
• Analyzes and educates customers in the areas of water consumption, sewer calculations, and troubleshoots high usage complaints. 
• Analyzes customer account information for payment options, creates payment arrangements on delinquent utility accounts.

 
Verification Desk:
 

• Create multiple payment batches for City services as payments are received online, over the phone, and in person.
  Research and process returned payments
  Reports errors and/or discrepancies to Customer Service Supervisor and/or Customer Service Manager.
  Completes end of day check processing for submittal to bank.

Copy Center/Mail Room:

• Prepare large print jobs for internal customers on a high-volume print press.
• Pick up and deliver mail at the local post office and FedEx.
• Distribute mail to appropriate Division, Section, Program, and employee.
• Utilize postage machine and U.S. Post Office information to ensure proper postage payment of outgoing materials. 
• Receives, sorts, and distributes a variety of correspondence, records, and information to appropriate personnel and the general public.

• Responsibly driving City vehicle while on deliveries, errands, and other approved use.

MINIMUM REQUIREMENTS

• High school diploma or General Equivalency Diploma.
• Two years of progressively responsible experience in the following areas:
  • Working in an office-like environment including use of computer, telephone, calculator, and copy machine 
  • Cash handling 
• Customer service in a multi-tasking environment
• Or any combination of education, experience, and training equivalent to the above Minimum Requirements. 

DESIRED QUALIFICATIONS

• Two years experience in cash handling reconciliation
• Two years experience in customer conflict resolution
• Two years experience with Microsoft Suite, including Word, Excel, and Outlook
• Six months experience with point of sale (POS) software
• Six months experience working in high volume call center

OTHER REQUIREMENTS

• Must possess, or obtain upon employment, a valid Arizona driver’s license.
• Regular attendance is an essential function of this job to ensure continuity.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES (ILLUSTRATIVE ONLY)
 

• Modern office procedures;
• Using computers and software application programs including typing and 10-keyFiling;
• Cash register or cash handling database;
• Preparing a variety of reports;
• Prioritizing work and performing multiple tasks;
• Maintaining various databases;
• Maintaining various records and files;
• Communication, interpersonal, and listening
• Maintaining various confidential records
• Ability to use mathematics to solve problems and manually calculate change;
• Principles and processes for providing customer services, including customer needs assessment, meeting quality standards for services, de-escalation techniques, and evaluating customer satisfaction;
• Inventory maintenance principles;
• The ability to utilize a calculator to add, subtract, multiply, and divide quickly and correctly;
• Spelling and grammar principles;
• Basic accounting principles.
• Ability to work under pressure and meet deadlines

 
PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT
 

• While performing the duties of this job, the employee is frequently required to use hands to finger/handle/feel, and talk or hear. The employee is regularly required to stand, and reach with hands and arms. The employee is occasionally required to walk, sit, reach with hands and arms while bending, climb or balance, and stoop, kneel, crouch, or crawl.
• The employee must frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.
• Vision requirements for this position include close vision, distance vision, color vision, peripheral vision, and depth perception. 
• Working conditions include frequently working near moving mechanical parts; regular exposure to outdoor weather conditions; and occasional exposure to fumes or airborne particles, and risk of electrical shock. 
• The noise level in the work environment is usually moderate.

Salary : $19 - $28