Utility Account Relations Specialist I
The Utility Account Relations Specialist I position at the City of Tucson's Water Department serves as the main point of contact between customers and the utility providing customer education, assistance, and processing monetary transactions for utility customers in person, over the phone, and through email. Work is performed under the supervision of the Utility Account Supervisor. This position does not supervise. Duties and Responsibilities:
Provides service to customers over the phone, in person (over the counter), or via email, answers customer questions, follows up on complaints, and provides resources and solutions. Assists customers with paying bills via phone or online. Assists customers experiencing water outages or concerns about water quality. Explains information to the public including requirements of City Policies and Tucson City Code. Researches account inquiries for discrepancies and notates accounts as needed. Processes activations, terminations, and interruption of service. Verifies completeness and accuracy of transactions. Assists with high bill inquiries and payment adjustment eligibility. Calculates figures and amounts utilizing basic math. Processes payment plans and payment extensions for past due and delinquent accounts. Reviews customer billing accounts to ensure accuracy of application of payments. Return correspondence. Provides cashier support at various public water locations as needed. Receives, processes, and documents payments into the system. Maintains, balances, and audits payment reports, daily deposits and counts cashier drawer. Processes all City of Tucson collections of charges, licensing fees, and payments. Collects proper legal documentation necessary for service. Submits supply requests as needed. Performs all other duties and tasks as assigned. Participates in special divisional projects when offered. Working Conditions: Call Center/Solution Center mostly office environment. The Solution Center hours of operation are Monday through Friday from 8:00 am to 5:00 pm, and Saturday 7:00 am to 4:00 pm. Specialists must be available to work any hours between this time. Hours and days are subject to change based on business need. Minimum Qualifications:
Education: High School Diploma/GED Experience: One (1) year of relevant experience Equivalency: Any combination of relevant education and experience may be substituted on a year-for-year basis. Preferred Qualifications: Advanced skills in the use of Customer Billing Systems Experience with utility billing involving rates and services Experience in a call center environment Intermediate knowledge of Microsoft Office applications (Word, Excel, and Access) Experience with setup and operation of remote environment devices Position Details:
Job Profile: J4000 - Utility Account Relations Specialist I Compensation Grade: G103 Hourly Range: $18.15 - 27.23 USD The City of Tucson considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate's work experience, education/training, key skills, and internal equity. FLSA: Non-Exempt Position Type: Regular Time Type: Full time Department: Water Utility, ZBUDG HIER - Recurring Department Link: https://www.tucsonaz.gov/Departments/Water Background Check: This position has been designated to require a criminal background check. The City of Tucson is a Second Chance Employer. About Us:
The City of Tucson offers a generous benefits package for benefit-eligible positions. The comprehensive, flexible, and affordable coverage is designed to optimize health and well-being, security and future, and peace of mind. Benefits begin with medical, dental, vision, life, disability, and FSA coverage, surpassing your standard 401(k) program by offering a rich pension plan plus optional Roth and pretax deferred compensation savings. With your well-being in mind, our paid time off program provides new hires with 38 paid days off in the first year of employment, with time off increasing steadily in subsequent years. We offer twelve weeks of paid parental leave, paid tuition reimbursement, student loan repayment, off- and on-the-job training, and opportunities to forge connections with peers and the community through employee resource groups and paid volunteer hours. Citizenship: The City of Tucson employs only U.S. Citizens and lawfully authorized non-U.S. Citizens. All new employees must show employment eligibility verification as required by the U.S. Citizenship and Immigration Status. The City of Tucson does not offer visa sponsorship. City of Tucson is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer and does not discriminate based on race, color, religion, sex (including sexual orientation, gender identity, and pregnancy), national origin, veteran status, age, disability, genetic testing, or any other protected status. If you believe you have been a victim of discrimination, you may file a complaint with the City of Tucson's Office of Equal Opportunity Programs, U.S. Equal Employment Opportunity Commission (EEOC) or Arizona Attorney General's Office of the Civil Rights Division (ACRD). The City of Tucson is committed to providing access and reasonable accommodation for individuals with disabilities or who require religious accommodation; please contact Human Resources at EmployeeLeaves@tucsonaz.gov or 520-791-2619. Recruiter Name: Roxie Escarcega (49375) Recruiter Email: tw_hr@tucsonaz.gov For Human Resources general questions please contact 520-791-4241.
The Utility Account Relations Specialist I position at the City of Tucson's Water Department serves as the main point of contact between customers and the utility providing customer education, assistance, and processing monetary transactions for utility customers in person, over the phone, and through email. Work is performed under the supervision of the Utility Account Supervisor. This position does not supervise. Duties and Responsibilities:
Provides service to customers over the phone, in person (over the counter), or via email, answers customer questions, follows up on complaints, and provides resources and solutions. Assists customers with paying bills via phone or online. Assists customers experiencing water outages or concerns about water quality. Explains information to the public including requirements of City Policies and Tucson City Code. Researches account inquiries for discrepancies and notates accounts as needed. Processes activations, terminations, and interruption of service. Verifies completeness and accuracy of transactions. Assists with high bill inquiries and payment adjustment eligibility. Calculates figures and amounts utilizing basic math. Processes payment plans and payment extensions for past due and delinquent accounts. Reviews customer billing accounts to ensure accuracy of application of payments. Return correspondence. Provides cashier support at various public water locations as needed. Receives, processes, and documents payments into the system. Maintains, balances, and audits payment reports, daily deposits and counts cashier drawer. Processes all City of Tucson collections of charges, licensing fees, and payments. Collects proper legal documentation necessary for service. Submits supply requests as needed. Performs all other duties and tasks as assigned. Participates in special divisional projects when offered. Working Conditions: Call Center/Solution Center mostly office environment. The Solution Center hours of operation are Monday through Friday from 8:00 am to 5:00 pm, and Saturday 7:00 am to 4:00 pm. Specialists must be available to work any hours between this time. Hours and days are subject to change based on business need. Minimum Qualifications:
Education: High School Diploma/GED Experience: One (1) year of relevant experience Equivalency: Any combination of relevant education and experience may be substituted on a year-for-year basis. Preferred Qualifications: Advanced skills in the use of Customer Billing Systems Experience with utility billing involving rates and services Experience in a call center environment Intermediate knowledge of Microsoft Office applications (Word, Excel, and Access) Experience with setup and operation of remote environment devices Position Details:
Job Profile: J4000 - Utility Account Relations Specialist I Compensation Grade: G103 Hourly Range: $18.15 - 27.23 USD The City of Tucson considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate's work experience, education/training, key skills, and internal equity. FLSA: Non-Exempt Position Type: Regular Time Type: Full time Department: Water Utility, ZBUDG HIER - Recurring Department Link: https://www.tucsonaz.gov/Departments/Water Background Check: This position has been designated to require a criminal background check. The City of Tucson is a Second Chance Employer. About Us:
The City of Tucson offers a generous benefits package for benefit-eligible positions. The comprehensive, flexible, and affordable coverage is designed to optimize health and well-being, security and future, and peace of mind. Benefits begin with medical, dental, vision, life, disability, and FSA coverage, surpassing your standard 401(k) program by offering a rich pension plan plus optional Roth and pretax deferred compensation savings. With your well-being in mind, our paid time off program provides new hires with 38 paid days off in the first year of employment, with time off increasing steadily in subsequent years. We offer twelve weeks of paid parental leave, paid tuition reimbursement, student loan repayment, off- and on-the-job training, and opportunities to forge connections with peers and the community through employee resource groups and paid volunteer hours. Citizenship: The City of Tucson employs only U.S. Citizens and lawfully authorized non-U.S. Citizens. All new employees must show employment eligibility verification as required by the U.S. Citizenship and Immigration Status. The City of Tucson does not offer visa sponsorship. City of Tucson is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer and does not discriminate based on race, color, religion, sex (including sexual orientation, gender identity, and pregnancy), national origin, veteran status, age, disability, genetic testing, or any other protected status. If you believe you have been a victim of discrimination, you may file a complaint with the City of Tucson's Office of Equal Opportunity Programs, U.S. Equal Employment Opportunity Commission (EEOC) or Arizona Attorney General's Office of the Civil Rights Division (ACRD). The City of Tucson is committed to providing access and reasonable accommodation for individuals with disabilities or who require religious accommodation; please contact Human Resources at EmployeeLeaves@tucsonaz.gov or 520-791-2619. Recruiter Name: Roxie Escarcega (49375) Recruiter Email: tw_hr@tucsonaz.gov For Human Resources general questions please contact 520-791-4241.