* * * Tucson Water Utility Billing Solution Center * * *

Recruitment #1807-4068-001


Tucson Water Customer Service Utility Billing Solution Center is seeking a motivated, enthusiastic, active listener, proven  leader, and customer service-oriented professional to join our team. 

The Utility Services Call Center is a medium sized fast-paced call center environment. Our center handles approximately 273,000 accounts and receives approximately 36,000 calls per month - with representatives averaging 80 to 100 calls per day. Aside from Water and City Environmental Services refuse accounts, they also handle the billing for Pima County Wastewater.

The Utility Accounts Assistant Superintendent (Billing Solution Center) is directly involved in the planning and implementing of the call center service strategies and operations. The candidate evaluates, measures, analyzes, and reports call center performance/metering services activities using Key Performance Indicators. This candidate assists with staff recruiting, performance evaluation, training, and development. The candidate will focus on methods to improve systems and processes to deliver exceptional customer service for customers.

General Description

Oversees Utility Call Center operations as well as supervise the work of supervisors and employees in the Call Center.

Essential Functions

Supervises the work of supervisors and employees in the Call Center.  Assigns and coordinates projects to assigned supervisory personnel and ensure timely and quality activities.

Assists with the implementation and evaluation of department policies, programs, projects and procedures. Assists with implementing the department vision through section activities and leads the section to maximum employee productivity and morale.

Recommends and takes actions to develop and improve work standards for effective staffing.

Assists in the oversight of work processes in the Call Center which include accurate billing and collection of payments, the expedient handling of inquiries regarding customer service accounts, delinquent accounts, high water bill investigations and water tampering.

Develops, update and maintain policies and procedures for staff   Recommends changes to improve efficiencies or customer relations.

Assists in the oversight of work processes in the Call Center which include accurate billing and collection of payments, the expedient handling of inquiries regarding customer service accounts, delinquent accounts, high water bill investigations and water tampering.

Supervises and assists in the development, installations and administration of new techniques and productivity improvements.

Manages IVR phone/payment systems, internet payments, phone recording system, staff forecasting and call management software.

Demonstrates continuous effort to improve operations, decrease call wait times, streamlines work processes and works cooperatively and jointly to provide quality seamless customer service.

Coordinates communication with both internal and external customers. Provides customer service including managing and responding to escalated information requests, conducting research, providing solutions to problems, and correcting errors.


Minimum Qualifications

Minimum Education Level & Type: Associate's Degree 

Minimum Experience Qualifications: At least 4 years experience in a water operations environment

An equivalent combination of education and experience that provides the ability to successfully perform the essential functions may be considered.

Special Job Requirements

At least 4 years of supervisory experience.

“Supervisory” is defined as having supervised at least 1 full-time FTE.

Selection Plan

Applicants who meet the minimum qualifications will be evaluated on the education and work experience in their employment profile and the responses to their supplemental questions. The highest scoring applicants will then be invited to participate in an Oral Board interview. 

  • Oral Board Interviews will be held: July 27, 2018.

Upon completion of all examination processes, the highest scoring applicants will be placed on the Civil Service Employment List.  An applicant's ranking on the Civil Service list will be based on their final score which will be calculated as:      

  • 10% of your rating for education and work experience
  • 90% of your oral board interview   

This recruitment will establish a civil service list that will be utilized to fill vacancies occurring within the next 6 months.

Veterans, Native American, or Disability preference points will be added to the final score for those that are placed on the Civil Service Employment List.  If you qualify for preference points as outlined in the Employment Profile, you must upload your documentation as part of the application process or email it to Roxie.Escarcega@tucsonaz.gov. The DD 214 must be a copy that indicates characterization of service.  

If you are in need of Americans with Disabilities Act-related accommodation during the testing process, please contact Roxie Escarcega at 520-837-2138 at least 48 hours prior to the evaluation.


Communication during this process will be sent via email, so please ensure your browser accepts emails from jobs@tucsonaz.gov and check your email account regularly. Failure to respond or follow instructions may result in disqualification.

Pre-employment Medical Testing Requirements


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To ensure accurate payroll information for tax purposes, the successful candidate will need to provide their original Social Security Card or original letter from the Social Security Administration with their social security number prior to beginning work with the City of Tucson.

The City of Tucson hires lawful workers only - US citizens or nationals and non-citizens with valid work authorization - without discrimination. Federal immigration laws require all employers to verify both the identity and employment eligibility of all persons hired to work in the United States. In its efforts to meet the law's requirements, the City of Tucson participates in the E-Verify program established by the Department of Homeland Security (DHS) and the Social Security Administration (SSA) to aid employers in verifying the eligibility of workers.

Retired City of Tucson employees receiving benefits from the Tucson Supplemental Retirement System who are considering reemployment with the City should be aware that pursuant to Section 22-37(g) of the Tucson City Code, retirement benefits shall be suspended during the period of reemployment with the City of Tucson unless you have been separated at least twelve consecutive months before returning to work AND you return to a non-permanent employment classification. Creditable service does not accrue during any reemployment period.