City of Tucson


$15.32-$25.50 Hourly / $31,865.60-$53,040.00 Yearly
Salary Grade: 916

General Description

The position is responsible for providing training and support to customer service representatives and unit supervisors. Resolves customer service concerns related to water and refuse issues and inquiries. Ensures quality customer service is delivered by coaching, training, mentoring and on-going development of the customer service team.

Essential Functions

This is a lead position affording guidance to other positions performing tasks in the same class series. This lead position also reviews workloads, assigns work and coaches employees with specialized instructions and practices for job accomplishments. Lead staff may contribute to other employees' performance evaluations, assist with the hiring process by interviewing and making recommendations and providing input to supervisory staff.

Provides classroom style training and instruction to new Customer Service Representatives (CSR's).

During non-classroom training time, walks the floor and assists CSR's with handling difficult calls/complaints.

Trains for compliance with utility/city codes and departmental policies ensuring uniform application to City services.

Tracks new-hire classes for retention and performance in order to improve the training and curriculum. Continuously evaluates training materials and technology that affects curriculum and updates as needed. Ensures the curriculum has minimal lecture time. Structures the training material to be interactive and engaging for new CSR's.

Meets with customers to respond and resolve complaints and conflicts; uses patience and courtesy in working with the public.

Coordinates meetings, training, and daily activity schedules to support customer service staff.

Develops and implements customer service training that will enhance customer satisfaction and improve productivity.

Provides conflict resolution training to de-escalate upset customers, and dealing with challenging situations appropriately.

Assists with process improvement projects or special projects. Projects may involve streamlining departmental processes to decrease customer complaints.

Provides on-going support, guidance and mentorship to all employees.

Effectively manages high-volume workload in a deadline-driven environment.

Establishes and maintains cooperative working relationships with managers, supervisors, employees, vendors, customers, and the general public, builds rapport, listens, clarifies and manages conversational flow.

Contacts customers/survey each week to obtain feedback on the customer experience with the respective Departments.

Minimum Qualifications

Minimum Education Level & Type: High School Diploma or G.E.D.

Minimum Experience Qualifications: At least 2 years of customer service experience, operation of a computer and office equipment, and handling money and other forms of payment

Special Job Requirements


Pre-employment Medical Testing Requirements


Other Information

FLSA Status: Non-Exempt

Occupational Group Code: 02

Occupational Group Description: General Administration

EEO Job Category Code: F

EEO Job Category Description: Office and Clerical

Organizational Level: First Level Employee, Occasionally Directs

NCCI: 8810

Bargaining Unit: CWA

Driving Requirements

The following information pertains to driving requirements for this classification with the City of Tucson. Under "Driving Level" None, Secondary or Primary, refers to the driving responsibility as it relates to the essential functions of the classification. License Type, is just that, the type of Arizona Driving License required for the classification. If the position requires a Commercial Drivers License (CDL), the endorsements will be listed under "Endorsements." Under Safety Sensitive a "Yes" means employees with this classification are subject to pre-employment and random drug testing. License Type A,B,C,D,or M may require the use of personal or City vehicles on City business. Individuals must be physically capable of operating the vehicles safely, possess a valid license and have an acceptable driving record. Use of a personal vehicle for City business will be prohibited if the employee is not authorized to drive a City vehicle or if the employee does not have personal insurance coverage. Exceptions to classification driving requirement's may exist based on position.

Driving Level: Secondary

License Type: Valid and Unrestricted Class D - Driver

CDL Endorsements: None

Safety Sensitive: No

Job Description Disclaimer

This description is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. The listing of duties and responsibilities shall not be held to exclude other duties not mentioned that are of similar kind or level of difficulty. They are intended to describe the general nature and level of work being performed by individuals assigned to this position.

CLASS: 0153; EST: 8/10/2016 12:00:00 PM; REV: 8/10/2016 12:00:00 PM;