Customer Service Specialist

YUMA; Yuma (AZ); On-site; USD 25,000 - 32,000; Full time

Benefits offered by this job

ASRS retirement

Medical, dental, and vision insurance

Life insurance

Paid leave and holidays

Job summary

The City of Yuma is seeking a Customer Service Specialist to support the Finance Department. You will provide customer service, process utility payments, and perform basic clerical duties under supervision while helping maintain accurate accounts.

Key duties include answering calls and emails, updating records, handling cash, and balancing the cash drawer. Bilingual English/Spanish is preferred; a high school diploma or GED is required. This is a full-time, benefits-eligible position.

Qualifications

• High School Diploma or GED; plus at least one year of cash handling and customer service experience.
• Bilingual English/Spanish is preferred.

Responsibilities

• Provides customer service and information to City customers.
• Answers calls and emails; gathers details and directs to appropriate personnel.
• Opens and closes accounts; processes payments and balances cash drawer.
• Performs basic clerical duties and data entry; maintains records.
• Maintains confidentiality and adheres to City policies.

Skills

Cash handling

Customer service

Data entry

Bilingual English/Spanish (preferred)

Education

High School Diploma or GED

Tools

Accounting software / City systems

Job description

Summary Are you looking to join a team that values Professionalism, Accountability, Integrity, and Responsiveness? Do you want to be a part of a strong team dedicated to serving our community, building relationships, and creating opportunities? Then this might be the opportunity for you! Are you looking to join a team that values Professionalism, Accountability, Integrity, and Responsiveness? Do you want to be a part of a strong team dedicated to serving our community, building relationships, and creating opportunities? Then this might be the opportunity for you! We are looking for someone to join Team Yuma as a Customer Service Specialist, working with the department of Finance. The ideal candidate will provide customer service and perform basic clerical duties as they relate to processing utility service payments. Under close supervision, this job classification initiates, terminates, and transfers City Water Department account services; processes payments, and resolves customer billing issues for the Finance Department. ESSENTIAL FUNCTIONS: -- Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following:

• Provides customer service, information and assistance to customers.
• Resolves problems within the scope of authority using knowledge of the City Ordinances and the policies of the Finance, Utilities, and Public Works Departments.
• Answers calls and emails; gathers details, prioritizes calls for service and determines appropriate personnel to respond; dispatches field personnel pertinent to the information gathered; monitors two-way radio channels and provides immediate information and assistance as needed.
• Opens and closes accounts; adjusts customer accounts in compliance with all applicable policies, rules and regulations.
• Performs basic clerical duties, including data entry, and record keeping.
• Performs basic math calculations; processes payments; balances and maintains cash drawer; prepares cash reports and deposits.
• Updates and maintains computer database and files.
• Exercises initiative, independent analytical and evaluative judgment, and knowledge of the operations of the work group, to resolve problems and make work process decisions; refers matters requiring policy interpretation to the supervisor for resolution.
• Supports the relationship between the City and the public by demonstrating courteous and cooperative behavior when interacting with citizens, visitors, and City staff; promotes the City goals and priorities, vision, values and the “Yuma Way”, and complies with all City policies and procedures.
• Maintains absolute confidentiality of work-related issues and City information; performs other duties as required or assigned.

Minimum Qualifications Education, Training and Experience Guidelines High School Diploma or GED equivalent; AND one year of cash handling and customer service experience; OR an equivalent combination of education, training and experience. Bilingual speaking of English/Spanish is preferred. Knowledge Of

• City policies and procedures.
• Principles and practices of accounting, bookkeeping, and records maintenance.
• City geography, streets, and landmarks.
• Proper phone and writing etiquette.

Skill In

• Operating a personal computer utilizing standard and specialized software.
• Operating a busy phone line to answer calls, listen to voicemails, and return messages.
• Following money handling and bookkeeping procedures and methods.
• Understanding and communicating verbal and written information in standard English; entering data, typing, and 10-key.
• Problem solving techniques.
• Providing effective customer service, and dealing tactfully and courteously with customers.

License And Certification Requirements A valid Arizona State Driver's License may be required. PHYSICAL DEMANDS AND WORKING ENVIRONMENT Work is performed in a standard office environment; may be required to bend, reach, stoop, and lift objects up to 25 pounds. The City of Yuma offers the following benefits to Full-time City employees:

• ARIZONA STATE RETIREMENT SYSTEM (ASRS) - City employees are automatically enrolled in the Arizona State Retirement System. Employees contribute 11.87% (pre-tax) and the City contributes 11.87% of employee gross wages through automatic deduction. Should an employee terminate City employment, the ASRS funds may be withdrawn or remain until retirement. Contributions to the ASRS are in addition to FICA (Social Security taxes).
• LONG TERM DISABILITY (LTD) - Included through the Arizona State Retirement System. Employees contribute .11% and the City contributes .11% of employee gross wages. LTD contributions are in addition to FICA (Social Security taxes).
• SHORT TERM DISABILITY The City provides short-term disability coverage at no cost to the employee. Short-term disability replaces part of your income if you can’t work for a short time due to a covered disability.
• SOCIAL SECURITY & MEDICARE - Employees pay a contribution into the Social Security & Medicare System.
• WORKER'S COMP. - Insurance coverage for medical expenses and loss of income due to an on-the-job injury is provided by the City of Yuma for all employees.
• UNEMPLOYMENT INSURANCE - Employees are covered by Unemployment Insurance.
• MEDICAL, DENTAL, and VISION INSURANCE - The City of Yuma is proud to provide medical, dental and vision insurance for its employees which is administered by the Yuma Area Benefit Consortium. Employees may choose from two traditional PPO plans or a High Deductible Health Plan with a Health Savings Account. Dependent premiums are paid one month in advance and are pre-taxed (unless waived). Additional information regarding medical, dental and vision benefits may be requested from the City's Human Resources Department.
• LIFE INSURANCE - The City provides a life insurance policy for employees in an amount that is equal to your annual salary. An Accidental Death and Dismemberment rider is also included for an equal amount. Employees may elect, at their cost, additional life insurance for up to 5X their annual salary. Various voluntary insurance policies are available at your cost and may be set up as an automatic payroll deduction. Information is available from the City's Human Resources Department.
• FLEXIBLE SPENDING ACCOUNT - The plan establishes a reimbursement account, which is designed to provide you with a means of paying for certain medical, dental, vision, and dependent care expenses with pre-tax dollars. The amount you designate is subtracted from your earnings before taxes and is deposited in your flexible spending account. As a new employee you have 30 days from your hire date to enroll.
• EMPLOYEE ASSISTANCE PROGRAM - Provides free counseling sessions for employees and family members, as well as a 24-hour crisis line for emergencies.
• COMPENSATORY LEAVE (COMP. TIME) - Paid leave that an employee has elected to accrue in lieu of overtime payment.
• GENERAL LEAVE - This leave is available for all regular full-time and regular part-time employees. General Leave is paid leave for an employee's personal time off. General Leave accrual varies by the employee's years of service and employment status.
• 0 to 5 years = 6.14 hours per pay day or 153.5 hours annually
• 5 to 10 years = 7.74 hours per pay day or 193.5 hours annually
• 10 to 15 years = 8.06 hours per pay day or 201.5 hours annually
• 15 to 20 years = 8.7 hours per pay day or 217.5 hours annually
• 20+ years = 9.34 hours per pay day or 233.5 hours annually
• SICK LEAVE - Employees are eligible to utilize paid sick leave immediately following 90 calendar days from their date of hire. July 1 of each year, employees will have 40 hours of sick leave added to their sick leave bank. New employees will have 40 hours of sick leave added to their sick leave bank on their date of hire.
• PAID PARENTAL LEAVE The City provides up to 4 weeks of paid parental leave to employees following the birth of an employee's child or the placement of a child with an employee in connection with adoption or foster care.

The City recognizes 12 holidays per year. Holiday pay is at eight hours per holiday.

• New Year's Day
• Martin Luther King, Jr. Day (third Monday in January)
• President's Day (third Monday in February)
• Memorial Day (Last Monday in May)
• Juneteenth
• Independence Day
• Labor Day (First Monday in September)
• Veterans Day
• Thanksgiving Day
• Day After Thanksgiving
• Christmas Day
• Additional Day in conjunction with Christmas

DEFERRED COMPENSATION - Employees may participate in a tax-sheltered Annuity Plan (457 Plan) through payroll deduction to provide additional retirement income. TUITION REIMBURSEMENT The City provides eligible employees tuition reimbursement for undergraduate and graduate level courses. Eligible full-time employees may receive up to a maximum of $3,500 per calendar year. SMOKE-FREE WORK ENVIRONMENT The City prohibits smoking in, and within a reasonable distance of, all buildings used by the City for the conduct of City business or buildings or facilities used or occupied as workspace by City employees. This includes City owned and operated vehicles. This policy applies to all City employees, volunteers, citizens, and other persons entering or using City owned or operated facilities and/or vehicles. RATE OF PAY The rate of pay for this position is $19.1514 hourly.