Customer Service Representative - Water Services

About This Position

The City of Phoenix Water Services Department (WSD), Customer Services Division (CSD) is seeking dedicated Full-Time Customer Service Representatives (CSRs) for the Customer Contact Center. Our CSR team is frequently the first point of contact for City of Phoenix customers. CSRs play a vital role in answering and resolving service-related questions and issues involving water services.

CSRs perform various tasks while learning the full range of job duties including, but not limited to, assisting customers with starting and stopping water service, assisting customers in understanding and verifying charges on their city services bill, completing bill adjustments, and issuing fieldwork orders when needed. Individuals in this position will also interpret billing system information from field staff to resolve customer billing concerns with additional follow-up assistance.

If you have excellent verbal communication and computer navigation skills, and a desire to effectively listen and resolve customer concerns, then you may have the skills we are seeking in the Water Customer Services Division. Candidates who possess outstanding customer service skills, including computer and mathematic competencies are encouraged to apply to be included in our dynamic customer service-oriented team!

IDEAL CANDIDATE

• Ability to handle complex customer service requests.
• Ability to multi-task in a fast-paced environment and remain in a sitting position for extended periods of time.
• Proficiency in navigating computer programs and database systems.
• Proficiency in Microsoft Office applications.
• Excellent verbal communication skills and a desire to effectively listen and resolve customer concerns.
• Commitment to continuous improvement, collaborative teamwork, and excellent customer service.
  
  
  

SALARY

Pay Range: $20.51 to $31.82 per hour.

Hiring Range: $20.51 to $23.74 per hour.

Pay Range Explanation

• Pay range is the entire compensation range for the position classification.
• Hiring range is an estimate of where you can receive an offer. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, education, licenses, training, and internal equity.
  
  
  

Benefits

A comprehensive benefits package is offered which includes:

• Traditional pension with employer and employee contributions, click here for more details: Pension Information
• 401(a) and 457 plans with employer contributions
• Choice of generous medical HMO, PPO, or HSA/HDHP plans
• Medical enrollment includes a monthly $150 City contribution to a Post-Employment Health Plan
• Wellness incentive of up to $720 annually
• Dental, vision, and life insurance options
• Employer paid long-term disability
• Free Bus/light rail pass
• Tuition reimbursement program up to $6,500 per year
• Paid time off includes 13.5 paid holidays, 12 vacation days, and 15 sick days and personal leave days
• Paid Parental Leave for eligible employees up to 480 hours (12 weeks) of paid leave for the birth, adoption, or foster care placement of a child during a 12-month period
• Federal Student Loan Forgiveness offered through Savi
  
  
  

For more details, visit: Unit 003 Benefits

Minimum Qualifications

• One year of customer service experience in a large customer call center.
• Candidates that successfully apply will be required to complete the online Office Proficiency Assessment Certification (OPAC) test.
• No action is required at the time of application. Candidates will be invited to complete this requirement via email after the recruitment closes.
• The City job description can be found here .
• All finalists for positions are subject to a criminal background check applicable to the department or position.
• For information regarding pre-screening and driving positions, click here .
  
  

Preferred Qualifications

The minimum qualifications listed above, plus:

• Daily data entry into customer database.
• Using computer terminals to input, update, and query information.
• Viewing information on multiple computer monitors at the same time.
• Working in a high-volume in-bound customer service contact center handling continuous customer calls.
• Analyzing and explaining accounts, balances, and details to customers.
• Resolving disputed billing and banking concerns in a call center or collections environment.
• Interpreting and applying rules and regulations
• Customer Care & Billing (CC&B) databases and/or software.
• Cisco Finesse/Jabber or a related phone software.
• Typing 40 or more words per minute.
  
  
  

RECRUITMENT DATES

Recruitment closes July 17, 2024. All materials must be received by 11:59 p.m. on this date.

This is a position-based recruitment and will not result in any ongoing eligibility list.This recruitment and any selection processes resulting from this recruitment may be used to fill other related vacancies within the organization now or in the near future.

How To Apply

Apply online by completing the required information and attaching, as one document, your cover letter and resume. Please include your experience as it relates to the qualifications stated above. Only the highest qualified may be posted to the eligible to hire list. The results of the resume screening process will be sent to your primary email address.

WE ARE HERE TO HELP

• Job interviews may be held by video or audio conference.
• If you are in need of computer resources, click here for free options.
• Arizona at Work has frequent classes to help with resume writing, interviewing skills, and general career guidance. Click here for more information.
• Explore other Employment Opportunities with the City of Phoenix .
• Subscribe to receive e-mail notifications about new employment opportunities.
• If you need assistance applying for this job, please contact our HR Connection Center at (602) 495-5700 .
  
  
  

REFERENCE

Utilities Service Spec, JC:01370, ID#54861, 07/08/2024, USM, RG, Benefits:003

Building the Phoenix of tomorrow.

#DoWorkThatMakesPhoenixWork

City of Phoenix is an equal opportunity employer. AmeriCorps, Peace Corps, and other national service alumni who meet the required qualifications are encouraged to apply.