Customer Service Representative

City-of-Tucso; Tucson (AZ); On-site; USD 23,000 - 34,000; Full time

Benefits offered by this job

Medical and dental benefits

Vision coverage

Pension plan

38 paid days off in first year

Parental leave

Tuition reimbursement

Student loan repayment

Job summary

The City of Tucson’s Prosecutor’s Office is seeking a Customer Service Representative to provide front-line support to the public, answer inquiries, and assist with general case-related information. You will work under the supervision of the Litigation Support Supervisor and be the first point of contact for prosecutor and victim assistance services.

Responsibilities include handling phone, email, and in-person inquiries, escalating complex issues, maintaining confidential records, and assisting

Qualifications

• High School Diploma or GED required.
• 1 year of directly related experience.
• Bilingual in English and Spanish preferred.
• Experience with an electronic case management system preferred.

Responsibilities

• Serve as the primary contact for the public seeking prosecutor and victim assistance services.
• Answer phone calls, emails, and in-person inquiries; transfer calls as needed.
• Provide general information and resources; escalate complex issues to supervisors.
• Update and maintain case management files and logs; enter and correct data in the system.

Skills

Bilingual English/Spanish

Customer service

Phone & email handling

Education

High School Diploma or GED

Tools

Electronic case management system

Job description

Posting Close DateApplicants must submit their completed application by 10-29-2026 at 11:59 p.m. MSTApplication and Special InstructionsAPPLICATION REQUIREMENTS:As part of the online application process, all applicants are required to submit an updated chronological resume at the time of application. Resumes received after the application closing date will not be considered.If you possess any of the preference points or educational requirements listed on the posting, and wish to receive consideration for the experience, the supporting documentation should be attached to your application.Applicants who meet the minimum qualifications will be evaluated based on the education and work experience provided in their employment profile, preferred qualifications, and resume.Interview Information:The highest scoring applicants will be invited to an in person panel interview at the City Attorney’s Office during the week of November 16, 2026.A hiring interview MAY also be conducted as part of the selection process.The eligibility list established from this process may be used to fill positions that become available over the next six (6) months.ABOUT THIS JOBPosition Specific SummaryThe Customer Service Representative position at the City of Tucson’s Prosecutor’s Office is responsible for providing front-line support to the public, answering inquires, and assistant with general case-related information.Work is performed under the supervision of the Litigation Support Supervisor. This position does not supervise.Duties and ResponsibilitiesActs as the primary point of contact for the public seeking prosecutor and victim assistance services, answering phone calls, emails and in-person inquiries. Transfers calls to appropriate areas, as needed.Provides general information and available resources. Greets public and responds to requests. Escalates complex issues to supervisors or Litigation Support Clerks when necessaryAdheres to division confidentiality practices, redaction polices, and victim guidelinesAddresses and resolves issues and assists with deescalating irate situations. Research inquiries and discrepancies, follows up on complaints, and coordinates with staff to ensure effective communication and resolution.Updates and maintains case management files, records, and logs, as assigned. Enters and corrects information in the case management system. Completes, processes work orders and handles correspondences. Prepares reports, forms, and purchase orders, if needed.Distributes interoffice mail and facilitates communication between the division. Accepts invoices and routes to the appropriate supervisors.Performs all other duties as assigned.All other duties as assignedWorking ConditionsMostly office environment.All duties and responsibilities listed are subject to change.MINIMUM QUALIFICATIONSEducation: High School Diploma or GED equivalentWork Experience: One (1) year of directly related experiencePREFERRED QUALIFICATIONS:Bilingual in English and SpanishExperience navigating an electronic case management system.POSITION DETAILSJob ProfileJ0152 - Customer Service RepresentativeTo view the full job profile including classification specifications and physical demands click https://www.tucsonaz.gov/Departments/Human-Resources/Tucson-Talent.Compensation GradeG102Hourly Range$16.50 - 24.75 USDThe City of Tucson considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate's work experience, education/training, key skills, and internal equity.Fair Labor Standards Act (FLSA)Non-ExemptPosition TypeRegularTime TypeFull timeDepartmentCity AttorneyDepartment Linkhttps://www.tucsonaz.gov/Departments/Tucson-City-Court/City-Attorneys-OfficeBackground CheckThis position has been designated to require a criminal background check. The City of Tucson is a Second Chance Employer.ABOUT USBenefitsThe City of Tucson offers a generous benefits package for benefit-eligible positions. The comprehensive, flexible, and affordable coverage is designed to optimize health and well-being, security and future, and peace of mind. Benefits begin with medical, dental, vision, life, disability, and FSA coverage, surpassing your standard 401(k) program by offering a rich pension plan plus optional Roth and pretax deferred compensation savings. With your well-being in mind, our paid time off program provides new hires with 38 paid days off in the first year of employment, with time off increasing steadily in subsequent years. We offer twelve weeks of paid parental leave, paid tuition reimbursement, student loan repayment, off- and on-the-job training, and opportunities to forge connections with peers and the community through employee resource groups and paid volunteer hours. You can learn more about our benefits at https://www.tucsonaz.gov/Departments/Human-Resources/Employee-Benefit-Snapshot.CitizenshipThe City of Tucson employs only U.S. Citizens and lawfully authorized non-U.S. Citizens. All new employees must show employment eligibility verification as required by the U.S. Citizenship and Immigration Status. The City of Tucson does not offer visa sponsorship.City of Tucson is an Equal Opportunity/Affirmative Action/Veterans/Disability EmployerThe City does not discriminate based on race, color, religion, sex (including sexual orientation, gender identity, and pregnancy), national origin, veteran status, age, disability, genetic testing, or any other protected status. If you believe you have been a victim of discrimination, you may file a complaint with the City of Tucson's Office of Equal Opportunity Programs, U.S. Equal Employment Opportunity Commission (EEOC) or Arizona Attorney General's Office of the Civil Rights Division (ACRD).ADA Accessibility Complaint FormThe City of Tucson is committed to providing access and reasonable accommodation for individuals with disabilities or who require religious accommodation; please contact Human Resources at [e-mail] or 520-791-2619.Recruiter NameNoelle Smith (103931)Recruiter [e-mail] Human Resources general questions please contact 520-837-4190.