City of Flagstaff
Customer Service Representative I
City of Flagstaff, Flagstaff, Arizona, United States, 86004
Overview
Are you someone who is ready to make a difference within their local community? The City of Flagstaff is seeking a qualified individual to join our team. As the City’s newest
Customer Service Representative I , you will actively support and uphold the City’s stated mission and values. You will be responsible for performing a wide variety of tasks, from routine and repetitive to complex administrative support tasks requiring initiative, judgment, and independence. By applying to this position, you are opening yourself to the opportunity to work in a critical division program and make a significant impact on the community we serve. To review the full job description for this position, please see the official posting.
Position Responsibilities
General:
Provides excellent customer service to both internal and external customers.
Operates multiple pieces of equipment using multi-tasking skills.
Creates and maintains various confidential records, files, and databases requiring compilation of varied information.
Provides written and verbal responses to customers by preparing, drafting, and proofing various reports, letters, and other correspondence.
May be responsible for monthly production reports, statistical reports, or other regularly scheduled reports.
Files electronic documents chronologically or by prescribed methods.
Processes a variety of forms (electronic and paper) using established procedures.
Types, data enters, or word-processes a variety of technical documents; compiles data and prepares reports.
Monitors and maintains office supplies, business forms, and/or application forms.
Maintains clean and orderly work areas.
Reads and references City codes and ordinances as needed.
Reads and applies policies and procedures, including billing/account receivable and other financial reports.
Clearly and politely communicates with customers in person, on the phone, and in writing.
Performs other duties of a similar nature or level as assigned.
Customer Care/Call Center:
Receives payment by cash, check, credit cards, wires, automatic debits, etc.
Issues receipts, refunds, credits, or change due to customers.
Counts money in cash drawers at the beginning of shifts and balances funds at the end of shift.
Greets customers entering City Hall, answers questions, provides information on procedures or policies, and directs to appropriate staff and departments.
Complies with all cash handling and financial processes.
Creates customer accounts, processes load station applications, and termination requests.
Communicates clearly with field personnel.
Manages high volume of inbound calls in a timely manner and follows call center scripts when handling technical topics.
Identifies customers’ needs, clarifies information, researches issues, and provides solutions and/or alternatives.
Understands City personnel, departments, and responsibilities for proper disposition of calls.
Responds to and resolves difficult inquiries and concerns from citizens and other agencies regarding charges, delinquencies, and refunds for municipal services, including billing policy questions.
Analyzes and educates customers on water consumption, sewer calculations, and high-usage issues.
Analyzes customer account information for payment options and creates payment arrangements on delinquent utility accounts.
Verification Desk:
Create multiple payment batches for City services as payments are received online, over the phone, and in person.
Research and process returned payments.
Report errors and discrepancies to the Customer Service Supervisor or Manager.
Complete end-of-day check processing for submittal to the bank.
Copy Center/Mail Room:
Prepare large print jobs for internal customers on a high-volume print press.
Pick up and deliver mail at the local post office and FedEx; distribute mail to appropriate division, section, program, and employee.
Utilize postage machine and U.S. Post Office information to ensure proper postage payment of outgoing materials.
Receive, sort, and distribute correspondence and information to appropriate personnel and the general public.
Responsibly drive City vehicle for deliveries, errands, and other approved use.
Minimum Requirements
High school diploma or General Equivalency Diploma.
Two years of progressively responsible experience in the following areas:
Office-like environment including use of computer, telephone, calculator, and copy machine
Cash handling
Customer service in a multi-tasking environment.
Or any combination of education, experience, and training equivalent to the above Minimum Requirements.
Desired Qualifications
Two years experience in cash handling reconciliation
Two years experience in customer conflict resolution
Two years experience with Microsoft Suite (Word, Excel, Outlook)
Six months experience with point of sale (POS) software
Six months experience working in a high-volume call center
Other Requirements
Must possess, or obtain upon employment, a valid Arizona driver’s license.
Regular attendance is an essential function of this job to ensure continuity.
Current Compensation and Benefits We are dedicated to fostering an inclusive and positive work environment. We offer competitive pay, outstanding benefits, and the chance to work with a committed team making a difference in our community. Located in Flagstaff, AZ, you’ll enjoy a unique quality of life with outdoor recreation, scenery, and a welcoming community.
Our total compensation package includes best-in-class benefits and an annual salary of $18.50 - $27.75 hourly based on the candidate’s qualifications and experience. Plus:
Arizona State Retirement System with 100% match
Employees are members of ASRS with a mandatory contribution rate of 12%
457 Deferred Compensation Options
Up to 4% Annual Pay for Performance Increase
Group Insurance including Health, Dental and Vision coverage
Flexible & Health Savings Accounts
13 Paid Holidays, Vacation, Sick Leave, Personal Leave, Paid Parental Leave, Bereavement, Jury Duty
Life Insurance, AD&D, Short- and Long-Term Disability and Voluntary Life Insurance
First-Time Homebuyer Assistance
Qualified Public Student Loan Forgiveness Employer
Tuition Assistance
Employee Clinic, Telehealth, Wellness Program & Incentives
Tobacco Cessation Program
Employer Assistance Program
Recognition including Workiversary, WOW, On-the-Spot, 7k Award, City Manager's Excellence Awards
Employee Discounts: Mountain Line Bus Eco Pass, Aquaplex, and Recreation Centers
Please note that Compensation and Benefits are subject to change based on future policy changes, budgetary impact, and Council decisions.
The City of Flagstaff is looking for team members who are passionate about community, innovation, and quality of life. Join us and see why the City of Flagstaff is a great place to work!
#J-18808-Ljbffr
Are you someone who is ready to make a difference within their local community? The City of Flagstaff is seeking a qualified individual to join our team. As the City’s newest
Customer Service Representative I , you will actively support and uphold the City’s stated mission and values. You will be responsible for performing a wide variety of tasks, from routine and repetitive to complex administrative support tasks requiring initiative, judgment, and independence. By applying to this position, you are opening yourself to the opportunity to work in a critical division program and make a significant impact on the community we serve. To review the full job description for this position, please see the official posting.
Position Responsibilities
General:
Provides excellent customer service to both internal and external customers.
Operates multiple pieces of equipment using multi-tasking skills.
Creates and maintains various confidential records, files, and databases requiring compilation of varied information.
Provides written and verbal responses to customers by preparing, drafting, and proofing various reports, letters, and other correspondence.
May be responsible for monthly production reports, statistical reports, or other regularly scheduled reports.
Files electronic documents chronologically or by prescribed methods.
Processes a variety of forms (electronic and paper) using established procedures.
Types, data enters, or word-processes a variety of technical documents; compiles data and prepares reports.
Monitors and maintains office supplies, business forms, and/or application forms.
Maintains clean and orderly work areas.
Reads and references City codes and ordinances as needed.
Reads and applies policies and procedures, including billing/account receivable and other financial reports.
Clearly and politely communicates with customers in person, on the phone, and in writing.
Performs other duties of a similar nature or level as assigned.
Customer Care/Call Center:
Receives payment by cash, check, credit cards, wires, automatic debits, etc.
Issues receipts, refunds, credits, or change due to customers.
Counts money in cash drawers at the beginning of shifts and balances funds at the end of shift.
Greets customers entering City Hall, answers questions, provides information on procedures or policies, and directs to appropriate staff and departments.
Complies with all cash handling and financial processes.
Creates customer accounts, processes load station applications, and termination requests.
Communicates clearly with field personnel.
Manages high volume of inbound calls in a timely manner and follows call center scripts when handling technical topics.
Identifies customers’ needs, clarifies information, researches issues, and provides solutions and/or alternatives.
Understands City personnel, departments, and responsibilities for proper disposition of calls.
Responds to and resolves difficult inquiries and concerns from citizens and other agencies regarding charges, delinquencies, and refunds for municipal services, including billing policy questions.
Analyzes and educates customers on water consumption, sewer calculations, and high-usage issues.
Analyzes customer account information for payment options and creates payment arrangements on delinquent utility accounts.
Verification Desk:
Create multiple payment batches for City services as payments are received online, over the phone, and in person.
Research and process returned payments.
Report errors and discrepancies to the Customer Service Supervisor or Manager.
Complete end-of-day check processing for submittal to the bank.
Copy Center/Mail Room:
Prepare large print jobs for internal customers on a high-volume print press.
Pick up and deliver mail at the local post office and FedEx; distribute mail to appropriate division, section, program, and employee.
Utilize postage machine and U.S. Post Office information to ensure proper postage payment of outgoing materials.
Receive, sort, and distribute correspondence and information to appropriate personnel and the general public.
Responsibly drive City vehicle for deliveries, errands, and other approved use.
Minimum Requirements
High school diploma or General Equivalency Diploma.
Two years of progressively responsible experience in the following areas:
Office-like environment including use of computer, telephone, calculator, and copy machine
Cash handling
Customer service in a multi-tasking environment.
Or any combination of education, experience, and training equivalent to the above Minimum Requirements.
Desired Qualifications
Two years experience in cash handling reconciliation
Two years experience in customer conflict resolution
Two years experience with Microsoft Suite (Word, Excel, Outlook)
Six months experience with point of sale (POS) software
Six months experience working in a high-volume call center
Other Requirements
Must possess, or obtain upon employment, a valid Arizona driver’s license.
Regular attendance is an essential function of this job to ensure continuity.
Current Compensation and Benefits We are dedicated to fostering an inclusive and positive work environment. We offer competitive pay, outstanding benefits, and the chance to work with a committed team making a difference in our community. Located in Flagstaff, AZ, you’ll enjoy a unique quality of life with outdoor recreation, scenery, and a welcoming community.
Our total compensation package includes best-in-class benefits and an annual salary of $18.50 - $27.75 hourly based on the candidate’s qualifications and experience. Plus:
Arizona State Retirement System with 100% match
Employees are members of ASRS with a mandatory contribution rate of 12%
457 Deferred Compensation Options
Up to 4% Annual Pay for Performance Increase
Group Insurance including Health, Dental and Vision coverage
Flexible & Health Savings Accounts
13 Paid Holidays, Vacation, Sick Leave, Personal Leave, Paid Parental Leave, Bereavement, Jury Duty
Life Insurance, AD&D, Short- and Long-Term Disability and Voluntary Life Insurance
First-Time Homebuyer Assistance
Qualified Public Student Loan Forgiveness Employer
Tuition Assistance
Employee Clinic, Telehealth, Wellness Program & Incentives
Tobacco Cessation Program
Employer Assistance Program
Recognition including Workiversary, WOW, On-the-Spot, 7k Award, City Manager's Excellence Awards
Employee Discounts: Mountain Line Bus Eco Pass, Aquaplex, and Recreation Centers
Please note that Compensation and Benefits are subject to change based on future policy changes, budgetary impact, and Council decisions.
The City of Flagstaff is looking for team members who are passionate about community, innovation, and quality of life. Join us and see why the City of Flagstaff is a great place to work!
#J-18808-Ljbffr