Customer Service Representative

Iannarino Fullen Group; Tucson (AZ); On-site; USD 36,000 - 48,000; Full time

Job summary

Iannarino Fullen Group is seeking a Customer Service Representative II to assist the public with inquiries, service requests, and account transactions while resolving complaints. The role emphasizes clear communication, accurate documentation, and adherence to guidelines.

The ideal candidate will interpret policies, research complex concerns, maintain detailed records, and deliver professional service with strong problem-solving and administrative skills for daily customer and internal

Qualifications

• Customer service principles and satisfaction focus.
• Strong verbal and written communication.
• Active listening to understand concerns and gather needed details.
• Ability to interpret written instructions and policies.
• Familiarity with recordkeeping, data entry, and office procedures.
• Analytical thinking to research problems and determine solutions.
• Ability to address complaints and resolve discrepancies.
• Detail-oriented with accurate record maintenance.
• Commitment to timely, customer-focused service.

Responsibilities

• Respond to customer inquiries by phone or in person regarding products, services, accounts, programs, and eligibility requirements.
• Provide information and assistance related to applications, licenses, registrations, permits, titles, and other services.
• Process service requests, modify orders, update account information, and complete transactions.
• Investigate and resolve complaints and billing concerns by researching information and determining solutions.
• Review customer records and verify changes or actions completed.
• Document customer interactions, inquiries, complaints, and resolutions accurately.
• Research complex concerns by gathering information, reviewing policies, and analyzing records.
• Refer unresolved issues to the appropriate department for further investigation.
• Prepare and process forms, account updates, and other administrative documentation.
• Determine service charges, collect payments or deposits, and arrange billing as needed.
• Contact customers to provide updates and explain adjustments or next steps.
• Perform basic financial duties including recording receipts and cash reconciliation.

Skills

Customer Service

Communication

Active Listening

Reading Comprehension

Clerical & Administrative

Critical Thinking

Problem Resolution

Attention to Detail

Service Orientation

Job description

We are seeking a customer-focused and detail-oriented Customer Service Representative II to assist the public with inquiries, service requests, account transactions, and complaint resolution. This position performs intermediate-level customer service duties, requiring strong communication, research, problem-solving, and administrative skills.

The ideal candidate will be able to interpret policies and procedures, research complex customer concerns, maintain accurate records, and provide professional and effective service while following established guidelines.

Key Responsibilities

• Respond to customer inquiries by telephone or in person regarding products, services, accounts, programs, and eligibility requirements.
• Provide information and assistance related to applications, licenses, registrations, permits, titles, and other services, as applicable.
• Process service requests, enter or modify orders, update account information, cancel services, and complete related transactions.
• Investigate and resolve customer complaints, billing concerns, and service issues by researching information and determining appropriate solutions.
• Review customer records and verify that requested changes or corrective actions have been completed.
• Document customer interactions, inquiries, complaints, comments, transactions, and resolutions accurately.
• Research complex customer concerns by gathering information, reviewing applicable policies and procedures, and analyzing available records.
• Refer unresolved or specialized issues to the appropriate department for further investigation.
• Prepare and process forms, account updates, service discontinuance requests, and other administrative documentation.
• Determine applicable service charges, collect payments or deposits, and arrange billing when required.
• Contact customers to provide updates, communicate investigation results, and explain adjustments or next steps.
• Perform basic financial duties, including recording receipts, reconciling cash transactions, verifying totals, and preparing deposits when assigned.
• Handle confidential or sensitive information appropriately and exercise sound judgment when determining what information may be released.
• Follow established program rules, regulations, policies, procedures, and applicable statutes.
• Maintain professional communication and a customer-service-focused approach in all interactions.

Required Knowledge and Skills

• Customer Service: Knowledge of customer service principles, customer needs assessment, service quality standards, and customer satisfaction.
• Communication: Strong verbal and written communication skills, including the ability to explain information clearly and professionally.
• Active Listening: Ability to understand customer concerns, ask appropriate questions, and identify the information needed to resolve issues.
• Reading Comprehension: Ability to interpret written instructions, policies, procedures, and work-related documents.
• Clerical and Administrative Skills: Familiarity with recordkeeping, data entry, document preparation, filing systems, and office procedures.
• Critical Thinking: Ability to research problems, evaluate information, identify potential solutions, and make sound decisions.
• Problem Resolution: Ability to address customer complaints, investigate discrepancies, and determine appropriate next steps.
• Attention to Detail: Ability to maintain accurate records, verify transactions, and follow established procedures.
• Service Orientation: Commitment to assisting customers and providing timely, effective service.

Qualifications

• Education and experience requirements may vary depending on the specific assignment.
• Ability to learn and apply applicable policies, procedures, regulations, and program requirements.
• Strong customer service, organizational, and problem-solving abilities.
• Ability to use computer systems to enter information, maintain records, process transactions, and conduct research.
• Ability to exercise discretion when handling customer information and resolving complex inquiries.
• Experience with cash reconciliation, payment processing, or deposit preparation may be beneficial for positions involving financial responsibilities.

This position involves frequent interaction with members of the public and requires the ability to manage multiple inquiries, maintain accurate documentation, and resolve issues in accordance with established guidelines. The role operates under general supervision, with decision-making authority guided by applicable policies and procedures.