A Customer Service Specialist I in the Call Center is responsible for dealing directly with the public, both by telephone and via electronic mail; in order to process service requests, receive, tabulate, and balance various payments. Employees in this class perform a wide variety of responsible public contact tasks involving journey-level cashiering and/or clerical procedures to provide utility services to customers. Duties include: explaining and interpreting City ordinances, policies, and procedures; billing, collecting, and processing utility service requests (electric, gas, water, wastewater, solid waste, irrigation, and hydrant meters); receiving and posting payments for utility accounts, return checks, and late fees; making payment arrangements; providing information on pricing of rates and fees; assisting customers with high bill requests while educating the customer on conservation tips; assisting the customer in the resetting of passwords within the on-line system; verifying customer identities and checking credit when necessary; processing changes to accounts such as address and due date changes; and enrolling customers in programs such as Select Due Date or E-Bill. This classification may be assigned to the dispatch area, which involves working with Field Representatives to track reconnects and disconnects of utility services. This includes: communicating with Field Representatives regarding their progress and status, notating service orders with any updates from the field, and communicating with reps regarding any other circumstances that require research or look up in the customers’ accounts. This classification performs other duties as assigned. This class is FLSA non-exempt.
Employees in this classification can progress to the Customer Service Specialist II class by non-competitive promotion after successful completion of at least one year as a Customer Service Specialist I, meeting the performance criteria identified for promotion to the level II position.
Qualifications & Requirements:
Minimum Qualification(s) Required. Graduation from high school or GED. Four years of full-time employment in customer service work involving typing and/or bookkeeping activities with at least two years of which are within a high volume call center environment. At least two years of employment with the City of Mesa, having already passed Customer Information System (CIS) training and working with CIS can substitute for the two years in a high volume call center environment. Ability to operate a PC and use word processing software. A minimum typing speed of 35 net words per minute (nwpm) is also required and will be verified prior to employment or promotion to this class. If the position you are applying for requires submission of other documents (transcripts, typing certificates, etc.), please attach to your application.
Preferred/Desirable Qualification(s). Public contact and/or public utility experience is highly desirable.
Link to Job Description:
apps.mesaaz.gov/jobdescriptions/Documents/JobDescriptions/cs3607.pdf
City of Mesa, AZ - 2 days ago - save job - block
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