CUSTOMER SERVICE REPRESENTATIVE

Recruitment #2211-0152-002

Introduction


Public Safety Communications Customer Service Representatives will be trained to answer and respond to 311 calls and provide a single point of contact for all non-emergency City services

Applicants please consider the following job elements before submitting an application:

  • This is a very rewarding and satisfying career for many, as it provides a way to help others in our community.
  • The department is a 24/7 operation and incumbents will be required to work rotating shifts, weekends and holidays. Overtime will be required as necessary.
  • Incumbents will provide customer service to citizens related to non-emergency City services.  

The City of Tucson offers a wide range of generous benefits for eligible employees. Some of those benefits include:

  • Medical: Choice between a high deductible plan (HSA or HRA), or Network plan
  • Dental: Choice between a national dental PPO and a local dental HMO
  • Vision: Coverage for annual eye exam and glasses or contacts, plus LASIK
  • Life: City-paid coverage for you & dependents, plus option to buy more
  • Long-Term Disability: Income replacement of up to 60% of your base salary in the event of a qualifying disability
  • Employee Assistance Program: Enhance your wellbeing when life doesn’t go as planned
  • Flexible Spending: Pay for qualified health and dependent care expenses using pretax dollars
  • Colonial Voluntary Benefits: Financial help in the event of cancer, hospitalization, accident, more

Your Security and Future

  • Pension: Generous pension plans that help employees retire more comfortably
  • Deferred Compensation: Save more toward a comfortable retirement with a 457(b) plan
  • Training & Tuition Assistance: Pursue your dream through internal training or financial help toward a degree
  • Back-Up Care: Care for your loved ones when your regular care is unavailable

Your Peace of Mind

  • Paid Parental Leave: Six (6) weeks paid leave when you welcome a child, plus other generous leave policies for FML, Medical and USERRA
  • Paid Time Away: New hires enjoy 37 days of paid time off in the first year, with time increasing steadily thereafter (In year one: 13 accrued days of vacation, 13 accrued days of sick leave, and 11 paid holidays)
  • Employee Discounts: Generous discounts, ranging from car rentals to computers, gifts to groceries, electronics to entertainment
  • Social Connectedness: Forge connections with the community we serve through paid volunteerism and payroll-deducted charitable giving 

For a full description of benefits offered to eligible employees, or to inquire further about the City of Tucson's benefits options, please visit: https://www.tucsonaz.gov/hr/employee-benefit-snapshot

General Description

Public Safety Customer Service Representatives provide customer service to citizens related to non-emergency City services. Incumbents will be required to work rotating shifts, weekends and holiday 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 descrip
  • tions 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

Multi-language preference

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.


Candidates selected for hire from the Employment List may be subject to the following:  An extensive background investigation, including local, state and national criminal fingerprint checks, personal and professional references, medical pre-employment testing, and polygraph. 

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

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.



Click on a link below to apply for this position:

Fill out the Supplemental Questionnaire and Application NOW using the Internet.