CUSTOMER SERVICE REPRESENTATIVE

TRANSPORTATION/PUBLIC SAFETY COMMUNICATION

Recruitment #2207-0152-001

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Introduction

Do you like to have different types of assignments and variety in your work? Multiple departments are looking for bright, charismatic individuals who are organized, professional, and enjoy working with people.  Some of the positions are during standard business hours others are 12-hour shift work including nights and weekends.

**The City of Tucson values the safety of our employees, our residents, our community, and our visitors. In support of these values, if you are selected for this job, you must be fully vaccinated against COVID-19, except when vaccination is not medically advised or violates your sincerely held religious beliefs. If you are invited to join our team, you must submit proof that you are fully vaccinated against COVID-19 to your initial HR representative, or you must request an exemption from your representative. New employees must either provide proof of vaccination or be granted a medical or religious exemption before working with the City of Tucson.**

General Description

Customer Service Representatives provide customer service to citizens related to a variety of issues. Some departments are a 24/7 operation and incumbents will be required to work rotating shifts, weekends and holidays others are during normal business hours.

Essential Functions

Customer Service Representatives provide customer service to citizens related to a variety of issues. Some departments are a 24/7 operation and incumbents will be required to work rotating shifts, weekends and holidays others are during normal business hours.

Examples of essential duties may include but are not limited to:

  •  Provides customer service by answering telephones, greeting customers, providing information,   processes applications for service, responding to requests, handling problems and irate customers, researching inquiries and discrepancies, following up on complaints and concerns and coordinating and communicating with field personnel and other city departments.
  • Performs clerical duties by preparing and maintaining files, records and logs, picking up and distributing mail, maintaining, and ordering supplies, entering and correcting information in the computer system, completing, distributing, and processing work orders, transcribing documents, processing timecards and payroll, maintaining schedules and calendars, preparing travel orders, correspondence, purchase orders, and various reports and forms, processing various customer billings, copying, faxing, accepting deliveries, and notifying appropriate staff.
  • Provides information and responds to inquiries regarding city programs and services.
  • Relays calls of an emergency nature to 9-1-1 public safety communication personnel.
  • Utilizes maps for research and to dispatch non-emergency calls to various city departments
  • Handled and resolves internal and external customer complaints or inquiries including follow-up both written and verbal.
  • Maintains confidentiality enters data; performs clerical duties, completes projects and training. 
  • Performs related duties such as: processing reservations and training requests, inputting, processing, and issuing permits, licenses, and applications, assigning cases, inspecting, and cutting film, receiving and processing plans, certifying truck weights, accepting and sorting household and automotive wastes, ordering garbage and recycling containers, translating as necessary, coordinating training classes, maintaining parking administration waiting lists, tickers, payments and permits and maintaining vending machines.
  • This class performs related duties as assigned.  The duties listed above are intended only as general illustration of the various types of work that my be performed.  Job descriptions are subject to change by the City as the needs of the City and requirements of the job change.

Minimum Qualifications

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

Minimum Experience Qualifications: At least 1 year experience in customer service and operation of a computer and office equipment, and handling money and other forms of payment

Preferred Qualifications

Experience working in the following systems:

            ·  Cartegraph

            ·  MapTucson

            ·  SeeClickFix

Selection Plan

As part of the online application process all applicants are required to submit their resume under the "other" tab or email the document to derrick.snyder@tucsonaz.gov prior to the close date of the job posting.  Please ensure your application contains the required documents prior to submission.


Applications received without a resume will be considered incomplete and will not receive further consideration.

 

Applicants who successfully complete an employment application and meet the minimum qualifications will be evaluated on the education and work experience in their employment profile and the responses to their supplemental questions. Applicants will then be asked to complete a online typing and practical test. 

The highest scoring applicants will then be invited to participate in an Panel Board interview. 

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 the rating for education and work experience

· 40% of the rating for the practical test

· 50% of the rating for the panel board interview   

 

Hiring interviews may be conducted.

 

This recruitment will establish a civil service list that will be utilized to fill vacancies occurring within the next 6 months in both the Transportation department, the 311 call center and other potential entries within the city.

 

Conclusion

Veterans, Native American, or Disability preference points will be added to the achieved score for those that are placed on the Civil Service Employment List.  If you qualify for Veteran or Native American preference points as outlined in your Employment Profile, you must submit your documentation at the time of the Oral Board interview or email it to PSCD_HR@tucsonaz.gov.  Copies of DD214s must reflect a characterization of service.

 

Applicants requiring an accommodation in accordance with the American with Disabilities Act for any of the applicant evaluations must contact Derrick Snyder at 520.837.4165 at least 48 hours prior to the particular evaluation.

Pre-employment Medical Testing Requirements

May be a Non-NIDA Drug Test

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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.