UTILITY ACCOUNT RELATIONS SPECIALIST II

LOS REALES SUSTAINABILITY CAMPUS

Recruitment #2305-4001-001

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Introduction

The City of Tucson's Environmental and General Services Department is seeking qualified individuals to become part of the Los Reales Sustainability Campus Scale House team. Utility Account Relations Specialists (UARS) handle the day-to-day operations of greeting customers, calculating payment for use of the facility, answering customer questions on recycling and tipping fees, and communicating with other areas and personnel of the Landfill. Interested individuals should possess great customer service skills, cash handling experience and be willing to work as a team to achieve a common goal.

The Los Reales Sustainability Campus hours of operation are: 
Monday through Saturday from 6:00 a.m. to 5:00 p.m. 
Including holidays, with the exception of Thanksgiving Day, Christmas Day, and New Year's Day. 
**Specialists must be available to work any hours between this time and must be flexible with their schedule to meet operational need.** 
Overtime may be available and is subject to change.

General Description

This position is responsible for processing transactions for all incoming and outbound vehicles that are disposing of waste materials at the Los Reales Landfill Scale House.

Essential Functions

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.
Provides customer service to utility customers by answering and resolving a wide variety of customer issues related to the utility billing process, researches inquiries and resolves discrepancies. 

Processes a variety of monetary transactions for City services which include, but not limited to, balancing receipts for monies received, adjusting bills due to meter reading errors, making credit adjustments and refunding customer accounts, and accepts and processes checks returned by the bank.

Maintains the low-income assistance program by applying Department procedures to analyze a customer's credit history and determine customer qualifications; computes new rate and updates the on-line billing system. 

Maintains the auto-pay program, including activations, terminations and transfer of accounts. 

Marks accounts with fixed demands, combines bills for more than one meter connection, and those requiring use of constant multipliers to extend meter reading to actual consumption. 

 Processes delinquent accounts which includes the generation of delinquent notice, creation of work orders for service disconnects and updating customer accounts. 

Completes service orders to be performed by field personnel. 

Acts as the Custodian of Records for subpoenas.  

Provides seamless customer service demonstrating tact and persuasion when dealing with customers who may be or become irate or distraught and keeps customer informed of progress with timely feedback.

If Environmental and General Services (Los Reales): 

The Los Reales Sustainability Campus hours are Monday through Saturday from 6:00 a.m. to 5:00 p.m. Including holidays, with the exception of Thanksgiving Day, Christmas Day, and New Year's Day. Overtime may be available and is subject to change.
**Specialists must be available to work any hours between this time and must be flexible with their schedule to meet operational need.** 

Performs opening and closing scale house functions; checks vehicles for hazardous or prohibited materials; accepts or rejects waste loads; utilizes waste screening methods to determine acceptable material; prepares paperwork for incoming and outgoing loads of recyclable material. 

Monitors and ensures proper operation of automated, inbound, and outbound scale systems; utilize a two-way radio to communicate with landfill field staff and maintains the scale house in a clean and orderly condition. 

Enters data into a computer software application to include information such as; type and weight of vehicle, type of waste materials being disposed of at the landfill, and cost of transactions. 

Processes all outbound vehicles by checking for the net weight of vehicles and informing customers of the correct disposal charge; receives payment from customer in the form of cash, check, credit account and credit cards.

Minimum Qualifications

Minimum Education Level & Type: 6 months post High School

Minimum Experience Qualifications: At least 2 years of call center experience involving heavy telephone contact, billing and complaint resolution in a medium to large call center environment 

If at Environmental and General Services Department (Los Reales)-  

Minimum Education Level & Type: 6 months post High School 

Minimum Experience Qualifications: At least 2 years of cash handling transactions experience involving heavy customer contact, medium to large customer service environment.

Preferred Qualifications

The ideal candidate will possess the above minimum qualifications as well as relevant experience in the areas listed below:
  • Scale house experience 
  • Solid waste scale house experience

Selection Plan

As part of the online application process all applicants are required to submit a resume under the "Resume" tab or email to EGSD_HR@tucsonaz.gov prior to the close date of the job posting. Please ensure your application contains the required resume prior to submission. Applications received without a resume will not be accepted.
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.  No more than the 15 highest scoring applicants will then be invited to participate in the panel board interview.

Panel Board Interviews will be held on Tuesday, June 6, 2023 

Upon completion of all examination processes, the highest scoring applicants will be placed on an Eligibility List.  An applicant's ranking on the 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 panel board interview
This recruitment will establish a Civil Service Employment List that will be utilized to fill vacancies occurring within the next 6 months. 

Hiring Interviews will be held on Friday, June 9, 2023 

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, a copy of your documents can be emailed to EGSD_HR@tucsonaz.gov, uploaded to your application or submitted in person on the date of the Panel Board Interview. 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 call Demetria Z. Lopez 520-837-6359 at least 48 hours prior to the evaluation.

Conclusion

You are highly encouraged to print and save this bulletin as a PDF, because it contains important testing dates and information that you will need to refer to later, as it will not be available after the closing date.

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

All email inquiries should be directed to the individuals listed below: 

Demetria Z. Lopez (520) 837-6359 or email: Demetria.Lopez@tucsonaz.gov 
Marissa Horninger (520) 837-5015 or email: Marissa.Horninger@tucsonaz.gov

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.