City of Tucson


$16.60-$26.31 Hourly / $34,528.00-$54,724.80 Yearly
Salary Grade: 916

General Description

Provides a wide variety of public assistance by interpreting inquiries, researching discrepancies and resolving the more complex complaints and problems related to the utility billing processes for utility customers in person, over the phone and through e-mail.

Distinguishing Characteristics

If at Environmental and General Services (Los Reales): This is responsible work at the landfill scalehouse in processing all incoming and outbound vehicles that are disposing of solid waste materials. 

Essential Functions

This information is intended to be descriptive of the key responsibilities of positions in this classification. The following examples do not identify all functions performed in any single position, nor do all positions necessarily encompass all of the essential functions. This class specification is subject to change as the needs and requirements of the classification change.

Provides customer service to utility customers by answering and resolving a wide variety of customer issues related to the utility billing process, researches inquiries and resolves discrepancies.

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.

Maintains the low-income assistance program by applying Water Department procedures to analyze a customer's credit history and determine customer qualifications; computes new rate and updates the on-line billing system.

Maintains the auto-pay program, including activations, terminations and transfer of accounts. Marks accounts with fixed demands, combines bills for more than one meter connection, and those requiring use of constant multipliers to extend meter reading to actual consumption.

Processes delinquent accounts which includes the generation of delinquent notice, creation of work orders for service disconnects and updating customer accounts.

Completes service orders to be performed by field personnel.

Acts as the Custodian of Records for subpoenas.

Provides seamless customer service demonstrating tact and persuasion when dealing with customers who may be or become irate or distraught and keeps customer informed of progress with timely feedback.

If Environmental and General Services (Los Reales):

Performs opening and closing scalehouse functions; checks vehicles for hazardous or prohibited materials; accepts or rejects waste loads; utilizes waste screening methods to determine acceptable material; prepares paperwork for incoming and outgoing loads of recyclable material. 

Monitors and ensures proper operation of automated, inbound, and outbound scale systems; utilize a two-way radio to communicate with landfill field staff and maintain the scalehouse in a clean and orderly condition.

Enters data into a computer software application to include information such as; type and weight of vehicle, kind of solid waste materials being disposed of at the landfill, and cost of transactions. Processes all outbound vehicles by checking for the net weight of vehicles and informing customers of the correct solid wasted disposal charge; receives payment from customer in the form of case, check, credit account and credit cards. 

Minimum Qualifications

Minimum Education Level & Type: 6 months post High School

Minimum Experience Qualifications: At least 2 years of call center experience involving heavy telephone contact, billing and complaint resolution in a medium to large call center environment

If at Environmental and General Services Department (Los Reales)- 

Minimum Experience Qualifications: At least 2 years of cash handling transactions experience involving heavy customer contact, medium to large customer service environment. 

Pre-employment Medical Testing Requirements


Other Information

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: Senior

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: Non-Driving

License Type: None

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: 4001; EST: 5/30/2017; REV: 5/30/2017;