Contact Center Customer Care Specialist I - PT

City of Mesa; Mesa (AZ); Remote; USD 35,000 - 45,000; Part time

Job summary

An established industry player is seeking a Contact Center Customer Care Specialist I to provide exceptional service in a dynamic teleworking environment. This role is pivotal in assisting customers with their inquiries, processing service requests, and managing account changes. Ideal candidates will possess strong communication skills and a solid background in customer service. With opportunities for career progression, this position is perfect for individuals looking to grow within a supportive team focused on integrity and respect. Join a team dedicated to enhancing customer experiences and making a positive impact in the community.

Qualifications

• High school diploma or equivalent required.
• Four years of customer service experience needed.

Responsibilities

• Handle public contact via phone and email, processing service requests.
• Explain policies, collect payments, and assist with account updates.

Skills

Customer Service

Phone Communication

Problem Solving

PC Operation

Education

High School Diploma or GED

Tools

Word Processing Software

Job description

Job Opportunity: Contact Center Customer Care Specialist I

This recruitment is to fill one (1) current part-time vacancy and establish an eligible list for future part-time vacancies in the Contact Center. The position is currently teleworking.

This is a non-classified, non-merit system, at-will position with benefits.

Eligibility Requirements

To be considered, your application must demonstrate:

1. Any combination of training, education, and experience equivalent to high school graduation or GED;
2. Four years of full-time customer service employment, including at least two years answering phone calls.

Job Responsibilities

The Contact Center Customer Care Specialist I handles direct public contact via telephone and email, processing service requests, payments, and account changes. Duties include explaining policies, billing, collecting payments, providing rate information, educating customers on conservation, assisting with website use, verifying identities, and managing account updates. The role involves coordination with Field Utility Service Specialists and the Utility Control Center regarding service orders and updates.

Career Progression

Employees may advance to the Contact Center Customer Care Specialist II after at least one year, meeting promotion criteria and qualifications.

Public Contact Component

This role involves explaining policies, resolving complex customer issues, including interactions with potentially hostile or upset citizens. Employees perform tasks independently within established guidelines and under general supervision. The role requires good judgment, interpretive skills, and the ability to handle tense situations.

Additional Information

This position is FLSA nonexempt and requires meeting scheduling and attendance requirements.

For full job description and additional details, please refer to: Job Description Link

Employee Values

All employees are expected to uphold the City's shared values of Knowledge, Respect, and Integrity.

Minimum Qualifications

• High school diploma or GED or equivalent
• Four years of full-time customer service experience, including two years answering calls
• 1-3 years of experience operating a PC and word processing software

Preferred Qualifications

• Experience handling electronic payments
• Public utility or public contact experience
• Experience in a call center or high-volume call environment