CUSTOMER SERVICE REPRESENTATIVE

Department of Transportation & Mobility

Recruitment #2309-0152-001

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Introduction


Tucson has a rich cultural heritage and is known for its lively arts scene, unsurpassed natural beauty, and outdoor lifestyle. Tucson's culture centers around a unique blend of Native American, Spanish, Mexican and Anglo-American influences. The city is situated in the Sonoran Desert and is surrounded by five mountain ranges. Blessed with the desert natural beauty and an unsurpassed climate of 360 sunny days a year, Tucsonans embrace a rare lifestyle and are committed to preserving that quality of life.

The city is home to the University of Arizona and Davis-Monthan Air Force Base. Tucson is the seat of Pima County and has a Council-Manager form of government. The Tucson metropolitan area supports almost a million residents. As metropolitan Tucson continues to grow, the challenge of meeting resident expectations also increases.

The City of Tucson is committed to providing quality municipal services which promote a healthy community, offer opportunities for participation and leisure, and enable citizens to prosper at work and at home.

CITY-WIDE BENEFITS

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

  • Health and Wellbeing:
  • Choice of medical, dental and vision insurance plans
  • Life insurance and long-term disability options
  • Employee assistance program to enhance your wellbeing
  • Flexible spending plan for health and dependent care expenses
  • Other voluntary benefits for financial security

Your Security and Future:

  • Generous pension plans that help employees retire more comfortably
  • Optional deferred compensation plans to save towards retirement
  • Training, professional development, and tuition assistance programs
  • Student loan repayment assistance
  • Back-up care options for loved ones

Your Peace of Mind:

  • Six weeks paid parental leave when you welcome a child and other generous leave policies
  • 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)
  • Generous employee discounts available
  • Connections with the community through paid volunteerism and payroll-deducted charitable givingFor 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

Provides customer service for constituents calling or emailing with questions or concerns revolving around the Department of Transportation & Mobility.  Researches and enters work requests on computer software programs.

This position requries indviduals to work in the office in a traditional work setting.

Essential Functions

Front line of support, provides customer service by:

  • Answering telephones or emails, greeting customers, providing information
  • Responding to requests
  • Handling problems and irate customers
  • Researching inquiries and discrepancies
  • Following up on complaints, concerns and communicating with field personnel
  • Promotes a positive City image by maintaining excellent internal and external customer service
  • Working with a small team of Customer Service Representatives and other departments to find appropriate solutions
  • Peforms clerical duties by accurately entering and correcitng informatin in computer systems, utilize departmental software systems to process work requests

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

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


*Any combination of relevant education and experience may be substituted on a year-for-year basis.

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 top 12 highest scoring applicants will be invited to the oral board interview and written/practical exercise.

Oral board interviews and written/practical exercise will be held on Friday, October 6, 2023
~Department hiring interviews may be conducted prior to final selection~
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% - rating of training and experience (supplemental questions)
  • 30% - rating of practical exercise
  • 20% - rating of written exercise
  • 40% - rating of oral board

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 sandra.zurbrick@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 call Sandra Zurbrick at (520) 260-9306 at least 48 hours prior to the evaluation.

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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.