UTILITY ACCOUNT RELATIONS SPECIALIST I (Tucson Water Customer Service Solution Center) - #2306-[...]

City of Tucson; Tucson (AZ); Hybrid; Full time

Job summary

An established industry player is seeking a Utility Account Relations Specialist to join their dynamic team. This role involves providing exceptional customer service in a fast-paced call center, handling inquiries related to utility billing, and processing transactions. Specialists will undergo comprehensive training to ensure they are well-equipped to assist customers effectively. The position offers a hybrid work arrangement, allowing for a blend of in-person and remote work. If you are passionate about helping others and thrive in a busy environment, this opportunity is perfect for you.

Qualifications

• Minimum 1 year experience in high call volume customer service.
• High School Diploma or G.E.D. required.

Responsibilities

• Provide customer service resolving billing inquiries and complaints.
• Process utility service activations, terminations, and payments.

Skills

Customer Service

Complaint Resolution

Multi-line Telephone Handling

Bilingual (Spanish)

Education

High School Diploma or G.E.D.

Tools

Billing Systems

Email Communication

Job description

UTILITY ACCOUNT RELATIONS SPECIALIST I (Tucson Water Customer Service Solution Center) - #2306-4000-001

Pay: $18.15 / hour

Location: Tucson, Arizona

Employment Type: Full-Time

Job Description

WE ARE HIRING - JOIN OUR TEAM! Join us at a One Day Hiring Event on Saturday, July 22, 2023. Applicants may apply in advance or on site on July 22, 2023 until 2:00pm. Applicants who meet minimum qualifications will test and interview at the one-day event. Successful applicants who pass all components of the testing process will walk away with a written contingent job offer the same day!

The Utility Services Solution Center is a medium-sized fast-paced call center environment. Our Solution Center handles approximately 270,000 accounts and receives approximately 42,000 calls per month, with specialists averaging 80 to 100 calls per day. Aside from Water and City Environmental Services refuse accounts, they also handle the billing for Pima County Wastewater. The majority of calls will require evaluation and action by the specialist, including initiating and/or discontinuing water, trash, or sewer services, assisting customers with sewer billing questions, initiating refuse service for residential customers, and assisting customers with bill inquiries.

Utility Account Relations Specialists are evaluated and monitored monthly for quality assurance and provided feedback. The Solution Center hours of operation are Monday through Friday from 8:00 am to 5:00 pm, and Saturday 7:00 am to 4:00 pm. Specialists must be available to work any hours between this time. In the first year, Specialists will receive approximately twelve weeks of in-person classroom training. During this period, Specialists are expected to be present every day between 8:00 am to 5:00 pm. Training will include complete billing system and procedural training, time listening and taking inbound customer calls. Currently, this is a hybrid/telecommuting position where a portion of the work may be completed virtually, based on specific work tasks.

Qualified Spanish-speaking candidates are eligible to receive an additional $30.00 for 2nd Language pay per pay period or $100.00 for Certified Bilingual pay per pay period, after successful completion of required examinations.

General Description

Provides public assistance and processes monetary transactions for utility customers in person, over the phone, and through e-mail.

Essential Functions

1. Provides seamless customer service demonstrating tact and persuasion when dealing with customers.
2. Answers a variety of customer questions to help resolve complaints and problems related to the utility billing process.
3. Processes activations, terminations, and transfers of utility service; checks for completeness and accuracy of transactions.
4. Assists customers with high bill inquiries and generates service requests.
5. Receives and documents payments, reviews customer billing accounts, and assists customers with payment adjustment eligibility.
6. Processes payment plans and extensions for past due accounts.
7. Assists customers in paying over the phone or online.
8. Performs routine clerical duties such as preparing and maintaining files and records.

Minimum Qualifications

Minimum Education Level & Type: High School Diploma or G.E.D.
Minimum Experience Qualifications: At least 1 year experience answering a multi-line telephone involving heavy telephone contact, billing, complaint resolution, and customer service in a high call volume environment.

Selection Plan

Applicants who meet the minimum qualifications will be evaluated on the education and work experience in their employment profile and the responses to their supplemental questions. Applicants who meet the minimum qualifications will then be invited to participate in a Practical Assessment and an Oral Board interview.

Conclusion

Communication during this process will be sent via email to the email address on file. Please ensure your browser accepts emails from [e-mail] and check your email account regularly.

Pre-employment Medical Testing Requirements: None

About the Company

Tucson is a city in and the county seat of Pima County, Arizona, United States, and is home to the University of Arizona.