The Customer Service Representative I position has frequent contact with the City's utility customers by phone and through counter duty resolving customer inquiries and/or complaints. This position performs general clerical and accounting functions that applies basic principles of accounting in support of accounting systems for assigned areas of functions such as accounts receivable, cash receipts, and collections.
Work requires knowledge necessary to understand basic operations, technical, or office processes; level of knowledge equivalent to four years of high school or equivalency.
The ideal candidate for this position will be bilingual with utility billing experience, have a high standard of customer service, the ability to manage stressful situations, and deal with difficult customers with tack and diplomacy.
EXAMINATION PROCESS: Only a limited number of the most highly qualified applicants meeting the City's requirements will be invited for an interview. Examination process will include a panel interview.
First Year Objectives:
Customer Service Representative I
12 Month Objectives
1. Read all SOPs for the Customer Service section.
2. Demonstrate proficiency in setting up new utility customer service accounts.
3. Demonstrate proficiency inquiring existing customer accounts.
4. Demonstrate proficiency in daily balancing of payments processed.
5. Identify all training requirements in order to become proficient in the Utility system.
6. Complete all necessary forms and filing on a timely basis.
7. Become familiar in personnel policies and procedures manual.
8. Cross train with Customer Service Advocate to handle duties at the front desk in City Hall lobby as backup.
9. Complete all annual required City training sessions.
EEO Statement:
The City of Goodyear is an Equal Opportunity Employer. Any applicant requiring additional assistance, please contact the Human Resources Department for accommodations. Prior to appointment, selected candidate(s) must pass a motor vehicle record check, criminal history check, and, if necessary for the position, a physical evaluation and/or credit history check. The City of Goodyear supports a drug and alcohol-free workplace.
The Smoke-Free Arizona Act is to protect Arizonans from the harmful effects of second-hand smoke; therefore, the City of Goodyear prohibits smoking in all designated "no smoking" areas, including enclosed areas and areas within 20 feet of the entrances (except for patios). www.smokefreearizona.org (A.R.S. § 36-601.01)
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