UTILITY SERVICES CUSTOMER SERVICES REPRESENTATIVE

City of Surprise; Surprise (AZ); On-site; USD 21,000 - 30,000; Full time

Job summary

The City of Surprise seeks an individual to provide customer service assistance to residents, staff and the public for utility billing and public works, in a high-volume phone or walk-in environment.

The role includes processing service orders, explaining City ordinances and policies, performing complex data entry, analyzing billing data, compiling reports, and preparing customer correspondence with research and quality assurance tasks.

Qualifications

• High school diploma or GED.
• Two years of customer service experience, preferably in a high-volume call center.
• Ability to perform complex data entry and analyze data.

Responsibilities

• Provide customer service support to residents, staff and the general public in a high-volume environment.
• Process and create service orders for City services.
• Explain and interpret City ordinances, policies, and procedures related to assigned area.
• Perform complex data entry, analyze data to identify issues with customer billing, and compile reports.
• Conduct research and prepare customer correspondence and basic quality assurance reviews.

Skills

Customer service

Data entry

Call center experience

Education

High school diploma or GED

Job description

SUMMARY

Incumbents provide customer service assistance to residents, staff and the general public for utility billing, public works requests, and other city services in a high volume phone or walk-in environment. Incumbents process and create service orders for various City services, provide explanations and interpretations of City ordinances, policies, and procedures related to assigned area. Incumbents perform complex data entry in response to customer requests for services, analyze data to determine issues with customer billing, compile reports, create customer correspondence, conduct research, and perform basic quantitative quality assurance reviews.

EDUCATION and/or EXPERIENCE

High school diploma or GED, and two years of customer service experience, preferably in a high-volume call center sufficient to successfully perform the essential duties of the job such as those listed above. Additional education cannot be substituted for experience.

CERTIFICATIONS, LICENSES, REGISTRATIONS

None

SELECTION PROCESS

Applicants whose education, training and experience most closely meet the needs of the position may be invited to participate in a selection process to include a panel interview.

BACKGROUND SCREENING

Successful candidates will receive a post-offer, pre-employment background screening to include:

• Criminal Background Screening
• Education & Experience Verification
• E-Verify
• Fingerprinting

To view the full job description, including work environment and physical demands.

EEO/ADA

The City of Surprise is an EEO/ADA reasonable accommodation employer.