City of Tucson

Provides customer service in a high volume environment to utility customers by answering a variety of customer questions to help resolve complaints and problems related to the utility billing process, researching inquiries and discrepancies, following up on complaints and concerns and coordinating and communicating with field personnel.

Processes activations, terminations and transfers of utility service; checks for completeness and accuracy of transaction. Assists customers with high bill inquiries and generates service requests for field personnel.

Receives and documents payments, reviews customer billing accounts to ensure accuracy of applications of payments, assists customers with payment adjustments eligibility, and calculates figures and amounts.

Processes payment plans and payment extensions for past due and delinquent customer accounts. Assists customers in paying over the phone or online; assists customers with water outages and water quality concerns. Orally explains information to the public, including requirements of City policies.

Provides seamless customer service demonstrating tact and persuasion when dealing with customers who may be or become irate or distraught.

Performs routine clerical duties such as preparing and maintaining files and records, distributing mail, entering data into a computerized system, maintaining customer accounts, and writing routine correspondence.

Processes a variety of monetary transactions for City water services which include, but not limited to, balancing receipts for monies received, adjusting bills due to meter reading errors, making credit adjustments and refunding customer accounts, and accepts and processes checks returned by the bank.

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

Minimum Experience Qualifications: At least 1 year experience answering a multi-line telephone involving heavy telephone contact, billing, complaint resolution, and customer service in a high call volume environment

FLSA Status: Non-Exempt

Occupational Group Code: 25

Occupational Group Description: Water

EEO Job Category Code: F

EEO Job Category Description: Office and Clerical

Organizational Level: First Level Employee

NCCI: 8810

Bargaining Unit: CWA

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: Non-Driving

License Type: None

CDL Endorsements: None

Safety Sensitive: No