UTILITY ACCOUNT RELATIONS SPECIALIST I

Tucson Water Solution Center

Recruitment #2010-4000-001

Introduction

* * * This selection process will staff a training class to begin January 8, 2021 * * *

The Utility Services Solution Center is a medium sized fast-paced call center environment. Our Solution Center handles approximately 270,000 accounts and receives approximately 42,000 calls per month - with specialists 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 majority of calls will require evaluation and action by the specialist, and will include initiating and/or discontinuing water, trash or sewer services, assisting customers with sewer billing questions, initiating refuse service for a residential customer, delinquent customers and assisting customers with bill inquiries. To maintain quality assurance, all incoming and outgoing calls are recorded. Utility Account Relations Specialists are evaluated and monitored monthly for quality assurance and provided feedback.

The Solution Center hours of operation are Monday through Friday from 7:00 am to 7:00 pm, and Saturday 7:00 am to 4:00 pm. Specialists must be available to work any hours between this time.  Hours and days are subject to change based on business need. In the first year, Specialists will receive, approximately twelve weeks of classroom training, the first six weeks of employment and four weeks just after three months of employment. During this period, Specialists are expected to be present every day between 8:00 am to 5:00 pm. Training will include complete billing system and procedural training, time listening and taking inbound customer calls.  

This position is currently a telecommuting position. Successful candidates will work from home and must abide by the terms and guidelines in the City of Tucson Telecommuting Administrative Directive 2.01-19 to include:

  • Must have a minimum of 50 Mbps to connect to the internet
  • Shall designate and maintain a dedicated workspace that is quiet, clean, and safe, with adequate lighting and ventilation
Telecommuting is temporary due to the pandemic and may change based on business necessity. Qualified Spanish speaking candidates are eligible to receive an additional $30.00 a pay period, after successful completion of a communicative examination.

General Description

Provides public assistance and processes monetary transactions for utility customers in person, over the phone and through e-mail.

Essential Functions

  • 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.

Minimum Qualifications

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

Special Job Requirements

Must have a minimum of 50 Mbps to connect to the internet

Shall designate and maintain a dedicated workspace that is quiet, clean, and safe, with adequate lighting and ventilation

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 who meet the minimum qualifications will then be invited to participate in Practical Assessment.    

  • The CritiCall Practical Assessment will be conducted November 12, 13, and 16, 2020 (as needed)

Practical Assessment: This assessment will consist of two parts performed on the same day (in-person testing). 

Part I utilizes computer software to simulate a call center environment to assess the following skills: reading comprehension, cross referencing, keyboarding and data entry, mathematics, map reading, proofreading etc. Applicants must successfully pass Part I in order to continue with Part II (same day testing). 

Part II is a Microsoft Teams mock phone call role play exercise. 

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:    

  • 40% of your rating for CritiCall Practical Assessment
  • 50% of your rating for Teams Mock Phone Call/Role Play
  • 10% of your Education and Work Experience

Applicants will be notified of their status on or after November 25, 2020. Hiring will occur in rank order and contingent offers will be made the week of December 1, 2020.

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.

Conclusion

You are encouraged to print this bulletin because it contains important dates and information that will not be available online once this position closes. Additionally, communication during this process will be sent via email to the email address on file, so please ensure your browser accepts emails from jobs@tucsonaz.gov and check your email account regularly; this may include your junk box/spam filter. Failure to respond or follow instructions may result in disqualification.

Pre-employment Medical Testing Requirements

None

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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.