City of Tucson

Responsible for providing guidance and training to other Utility Account Relations Specialists in resolving highly complex and multifaceted customer service concerns. Ensures quality customer service is delivered accurately and timely. Provides expert level customer resolution to solve discrepancies, concerns and matters that affect the billing of utilities.

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.

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

Resolves customer service concerns by listening and asking questions, isolating concerns, demonstrating empathy, applying techniques to resolve concerns, answering questions, researching inquiries and discrepancies, following up on complaints and concerns to ensure quality customer service is provided.

Provides explanation and instruction to customers where meter tampering has occurred, issues tampering citations and coordinates supporting documentation with Tucson City Court.

Evaluates billing errors resulting from nightly billing updates, including meter reading errors, high bill investigations, estimated accounts, back billing of non-responsive meters, and final bill corrections. Handles complex water transactions such as construction water meter accounts, fire permits, and meter exchanges and electronic reader exchanges.

Establishes and cancels landlord-tenant agreements and processes tampering orders.

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

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

Provides seamless customer service demonstrating tact and persuasion when dealing with customers who may be or become irate or distraught. Establishes and maintains cooperative working relationships with managers, supervisors, employees, vendors, customers, and the general public, builds rapport, listens, clarifies and manages conversational flow.

When assigned as the Solutions Center trainer, provides classroom style training and instruction to new Utility Account Relations Specialists. 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.

Educates and encourages personnel regarding techniques to achieve customer satisfaction by preparing and delivering presentations to personnel, providing handouts of materials, preparing audio visuals to support presentations, answering questions, contributing a weekly customer satisfaction tip in the department newsletter, and coordinating activities for the National Customer Service Week.

Develops and implements customer service training that will enhance customer satisfaction and improve productivity such as conflict resolution training to de-escalate upset customers, and dealing with challenging situations appropriately.

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

Minimum Education Level & Type: Associate's Degree

Minimum Experience Qualifications: At least 4 years of experience in a call center, involving heavy telephone contact, billing and complaint resolution in a medium to large call center environment

None

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: Lead

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: Incidental

License Type: None

CDL Endorsements: None

Safety Sensitive: No

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.