UTILITY SERVICES CUSTOMER SERVICES REPRESENTATIVE

City of Surprise, AZ; Surprise (AZ); On-site; USD 32,000 - 42,000; Full time

Job summary

The City of Surprise, AZ seeks incumbents to provide customer service for utility billing, public works requests, and other city services in a high-volume environment. You will process service orders, explain city policies, and perform data entry, reporting, and basic QA.

Candidates should have a high school diploma or GED and at least two years of customer service experience, ideally in a call center setting. Selection includes a post-offer background screening.

Qualifications

• Requires strong customer service skills and ability to manage high volume of inquiries.
• Proficiency in data entry, accuracy, and basic data analysis is expected.
• Experience in a high-volume call center preferred but not required.

Responsibilities

• Assist residents, staff and the public with utility billing and city services.
• Process and create service orders; explain ordinances, policies and procedures.
• Perform data entry, analyze billing data, compile reports, and conduct basic QA.

Skills

Customer service

Data entry

Call center

Research

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.

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

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

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