CUSTOMER SERVICE REPRESENTATIVE

Job Description:

CUSTOMER SERVICE REPRESENTATIVE

Description

Position Scope

Our Vision: We aspire to be the community of limitless possibilities.

Our Mission is to provide exceptional services for a safe, thriving community, while honoring our history and innovating for the future.

Embrace the New - Do Right - Lend a Hand - Find a Way - Enjoy our Work - Celebrate Uniqueness

Our Benefits
The City of Buckeye provides an extensive benefits package designed to support the well-being of our employees. This includes health, dental, vision, life, pet insurance, as well as wellness incentives. Coverage begins the first day of the month following the start of your employment.

Vacation & Sick Leave

At the City of Buckeye, we understand the vital role that vacation time plays in supporting the mental, physical, and emotional well-being of our employees. Vacation and sick leave accruals begin on the first day of employment and may be used upon accrual. Additionally, employees receive credit towards vacation leave accruals for years of service with other public sector retirement systems nationwide (not including Federal service).

Holidays

The City of Buckeye observes eleven holidays per year: New Years Day, Martin Luther King Day, Presidents Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Veteran's Day, Thanksgiving and the day after Thanksgiving, and Christmas Day.

Retirement
This position participates in the Arizona State Retirement System (ASRS). Contribution is mandatory, and the current contribution rate is 12.27%, per fiscal year.

Primary Duties and Responsibilities

GENERAL PURPOSE: Under general supervision, provides customer service to utility customers and processes incoming revenues into the cash receipting system.

PRIMARY DUTIES AND RESPONSIBILITIES:

The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

• Accepts new applications for service over the phone, electronically, in person or by mail. Prepares field service orders and enters new customer data into the customer information system.
• Ensures new accounts are created with all necessary services and the appropriate service and rate codes are assigned to produce accurate billing statements. Coordinates utility services with any City service provider.
• Answers utility customer inquiries, resolves service/usage discrepancies.
• Accepts and processes utility payments over the telephone and at our business counter.
• Prepares field service orders and updates the customer information system to terminate accounts as needed.
• Calculates billing adjustments to resolve processing issues and submits for approval and entry.
• Updates daily production spreadsheets.
• Reconciles transactions and data as directed; records changes, reconciles and resolves differences; maintains the accuracy of financial records.
• Creates and maintains records and files associated with financial transactions, service locations, and customers.
• Performs other duties as assigned or required.

Minimum Qualifications & Position Requirements

Education and Experience:

High School diploma or GED equivalent and two (2) years of high-volume telephone or business office customer service experience, preferably in a utility environment; OR any equivalent combination of education and experience that meet the minimum requirements may be substituted. Preference will be given to those applicants with utility billing and/or Munis/Tyler experience.

Necessary Knowledge, Skills and Abilities:
Knowledge of:

• City policies and procedures.
• Principles of record keeping and records management.
• Keyboarding skills with a minimum of 40 wpm

Skill in:

• Perform mathematical computations
  
• Operating a personal computer utilizing a variety of business software including Office 2010.
• Effective oral and written communication.
• 10-key by touch

Ability to:

• Perform mathematical computations
  

12-Month Goals:

• Demonstrate the ability to learn all City cash handling procedures.
• Demonstrate the ability to multi-task as needed.
• Demonstrate the ability to deescalate customer issues and concerns.
• Meet or exceed performance metrics, such as call talk time, call handle time, and handle 97% or higher of calls presented.
• Demonstrate flexibility by adapting to new policies, procedures, and technologies as they are implemented.
• Work independently answering phones and covering front lobby transactions within the first 90 days.

Additional Information

Special Requirements: None
Physical Demands / Work Environment: Standard office environment.
Reports To: Utility BillingSupervisor
Supervision Exercised: None

FLSA Status: Non-exempt

EQUAL EMPLOYMENT OPPORTUNITY: It is the policy of the city to provide employment opportunities to all persons based solely on ability, regardless of race, color, religion, sex, national origin, age, sexual orientation, gender identity or disability.

Employee Benefits & Wellness

The City offers a comprehensive benefits package to full-time classified and management employees. Part-time classified employees may be eligible for select benefits where defined.

For complete Benefit Plan & Wellness Information, please visit the City website at:
Benefits & Wellness

City benefit plans are subject to change at any time.

Closing Date/Time: 5/12/2025 11:59 PM Mountain

Salary:

$41,641.60 - $62,462.40 Annually