Customer Service Representative

Town of Queen Creek; Queen Creek (AZ); On-site; USD 29,000 - 35,000; Full time

Job summary

The Town of Queen Creek seeks an intermediate administrative Clerk to deliver friendly front-desk and phone customer service for utility billing and online account support. You will assist with disconnections, set up new services, and handle billing inquiries in a courteous, professional manner.

Daily duties include processing payments, balancing cash drawers, updating accounts, and generating daily transaction reports while ensuring accuracy, confidentiality, and compliance with town policies

Qualifications

• High School Diploma or GED and 1 year of related experience or equivalent
• Experience with customer service in a front-desk environment is preferred
• Familiarity with billing systems and basic accounting concepts beneficial

Responsibilities

• Provide prompt and courteous customer service at the front desk, over the phone, and online for utility customers.
• Explain policies and procedures related to utility services and town ordinances to a diverse group.
• Process payments, establish new service, changes, and disconnections, and submit work orders for field staff.

Skills

Customer service

Attention to detail

Multitasking

Professional communication

Adaptability

Data entry

Confidentiality

Cash handling

Education

High School Diploma or GED

1 year related experience

Tools

Billing software

Office equipment

Job description

IMPORTANT APPLICATION INFORMATION

The advertised salary range provided covers the entire compensation spectrum for the position classification.

The anticipated hiring range for this role is between $21.2836 to $25.5404 per hour. It's essential to note that the actual salary offered will be determined based on several factors, including skills, qualifications, experience, education, licenses, training, and internal equity considerations.

JOB CLASSIFICATION SUMMARY

Positions assigned to this class are responsible for providing routine, prompt and courteous customer service at the front desk, over the telephone and on-line to internal and external customers.

DISTINGUISHING CHARACTERISTICS

This is an intermediate level administrative classification in the customer service job family. Work is focused on mastering routine knowledge, tasks and assignments and follows standard methods and procedures for completing assignments.

ESSENTIAL DUTIES

The following are intended to describe core work functions of this classification. While the level and broad nature of essential duties may not change, specific work tasks will vary over time depending on the Town’s needs.

• Provides prompt and courteous customer service to Town customers; responds in a timely manner to customer requests for information regarding utility billing, balances, payments, requests for new service and disconnections, various meter type sets/removals, repairs, maintenance, general account questions or issues, and online account assistance.
• Explains policies, procedures, codes, and ordinances pertaining to utility customer services and other Town ordinances and processes to a diverse group of people while listening and communicating effectively.
• Completes actions such as receiving and applying various payments to accounts, processing account changes, establishing new service and service disconnection, setting and removing residential and commercial meter types, and submitting work order requests for service to field office.
• Maintains and balances cash drawer utilizing proper cash handling techniques and prepares daily transaction report.
• Utilizes utility/billing systems, billing best practices, business devices, and software to complete daily tasks; proficiently accesses and inputs information on several computer screens.
• Updates customer account status; tracks individual accounts balance and activity as needed; creates and sends out final bills to customers upon account closure and calculates customer refunds.
• Creates works orders related to transfers/disconnects, installing new meters, account maintenance/repairs, account shut-offs and meter locks/unlocks; calculates hydrant meter fees for installation, repairs, and relocation and creates associated work orders for field staff.
• Prepares, edits, and processes customer payments; calculates daily deposit amounts and prepares related reports.
• Performs routine office support activities.
• Performs related work as assigned.

MINIMUM QUALIFICATIONS (at job entry)

Education and Experience:

• High School Diploma or GED and 1 year of related experience; or an equivalent combination of directly related education and experience.

LICENSING/CERTIFICATION REQUIREMENTS

• None

KNOWLEDGE

• Basic mathematics, basic accounting/record keeping principles;
• Standard office equipment including the computer and programs relevant to the performance of applicable duties and responsibilities;
• Customer service principles.

SKILLS

• Following complex oral and written instructions;
• Using computers and related software applications;
• Providing customer service;
• Remaining calm and professional when dealing with frustrated and/or angry members of the public;
• Maintaining a high level of attention to detail;
• Maintaining confidentiality of records;
• Prioritizing work and multi-tasking;
• Entering data into computerized systems;
• Maintaining various records and files;
• Communication and interpersonal skills as applied to interaction with coworkers, supervisor, the general public, and other interested parties sufficient to exchange or convey information and to receive work direction.

OVERALL PHYSICAL STRENGTH DEMANDS

Physical Strength for this classification is indicated below with an “X”

X

Sedentary: Exerting up to 10 lbs. occasionally or negligible weights frequently; sitting most of the time.

Light: Exerting up to 20 lbs. occasionally, 10 lbs. frequently, or negligible amounts constantly OR requires walking or standing to a significant degree.

Medium: Exerting 20-50 lbs. occasionally, 10-25 lbs. frequently, or up to 10 lbs. constantly.

Heavy: Exerting 50-100 lbs. occasionally, 10-25 lbs. frequently, or up to 10-20 lbs. constantly.

Very Heavy: Exerting over 100 lbs. occasionally, 50-100 lbs. frequently, or up to 20-50 lbs. constantly.

PHYSICAL DEMANDS

C F O R N

Continuously Frequently Occasionally Rarely Never

2/3 or more time 1/3 to 2/3 of time Up to 1/3 time < 1 hour per week Never occurs

Standing Communicating with co-workers, observing work site, observing work duties X

Sitting Desk work X

Walking To other departments/offices/office equipment X

Lifting Supplies, files X

Carrying Supplies, files X

Pushing/Pulling File draws, tables and chairs X

Reaching For supplies, for files X

Handling Paperwork X

Fine Dexterity Computer keyboard, telephone pad, calculator, calibrating equipment X

Kneeling Filing in lower drawers, retrieving items from lower shelves/ground X

Crouching Filing in lower drawers, retrieving items from lower shelves/ground X

Crawling Under equipment X

Bending Filing in lower drawers