This 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 function such as accounts receivable, cash receipts, and collections.

The ideal candidate has frequent contact with the City’s utility customers by phone and through counter duty resolving customer inquiries and/or complaints. This position performs complex clerical and accounting functions that applies basic principles of accounting in support of accounting systems for assigned areas of function such as accounts receivable, cash receipts, and collections. This position takes payments using various tender methods for different departments within the city. A Customer Service Representative is one the first points of contact for most residents when moving to the City of Goodyear. The ideal candidate will be able to provide excellent customer service, have a great attitude and enjoy working with people both in person and on the phone. The ideal candidate should also possess the ability to multi-task and perform high quality work with no errors during stressful situations. The ideal candidate must be able to deal with difficult situations relating to a customer’s utility account. The candidate must also be able to explain a customer’s utility bill and City ordinances relating to utilities, in an accurate and easily understandable manner while maintaining a positive demeanor in person, in writing, and over the phone. The ideal candidate must be able to take payments, start service, stop service, set up business accounts, troubleshoot water or sanitation service related issues and create service orders in the billing software. They must also be able to explain all types of bills well and help customers with their online accounts.

At the City of Goodyear, you will be a part of an organization that values its employees as its greatest asset. You will become part of a dedicated team of professionals that are committed to build and maintain a highly engaged workforce. You will be challenged to learn and grow in an environment that values employee development and career-building. You will thrive in a culture of innovation. We believe that successful employees are those that possess these six core values:

Adaptability - Integrity - Initiative - Empathy - Optimism – Innovation

Only a limited number of the most qualified applicants meeting the City's requirements will be invited for an interview. The examination process for this position will consist of a panel interview. All communication regarding application status and interview notifications will be sent via email- please monitor your junk/spam email for communication as it will come from a system generated source.

This information is intended to be descriptive of the key responsibilities of the position. The following functions do not identify all duties performed by the incumbent. Other duties and responsibilities will be performed as assigned.

Processes customer requests, utility payments, address changes, new account applications, and service terminations through the Internet or in person for water, wastewater and sanitation services. Assists customers with determining the services they need or referring them to the correct department. Interacts frequently with the public by phone and through counter duty resolving customer inquiries and/or complaints. Demonstrates considerable tact and persuasion when dealing with customers who may become irate or distraught. Effectively and courteously communicates with the public both verbally and in writing. Works independently, referring very difficult or complex cases to a Customer Service Representative II or the Customer Service Supervisor.
Balances daily cash receipts to monies received and prepares daily recap. Performs general clerical and accounting functions in support of accounting systems for assigned areas of function such as accounts receivable, cash receipts, and collections. Reconcile reports (CSS, IVR & Paymode) daily. Verifies transactions for accuracy.
Performs administrative duties such as updating various reports and records, updating information in HTE, preparing routine correspondence to customers concerning their accounts, and any other administrative duties as assigned.

Formal Education/Knowledge: Work requires knowledge necessary to understand basic operational, technical, or office processes. Level of knowledge equivalent to four years of high school or equivalency.
Experience: No experience required.
Certifications and Other Requirements: None
Reading: Work requires the ability to read and comprehend complex written documents such as administrative guidelines, accounting guidelines, and various legal agreements.
Math: Work requires the ability to perform general math calculations rapidly and accurately such as addition, subtraction, multiplication, and division. Ability to calculate and apply percentages, decimals and fractions is also required.
Writing: Work requires the ability to produce written documents with clearly organized thoughts using proper English sentence structure, punctuation, and grammar.
Managerial: Job has no responsibility for the direction or supervision of others but may provide advice/direction to an employee with less experience/skill or tenure.
Policy/Decision Making: Moderate - The employee normally performs the duty assignment after receiving detailed instructions as to methods, procedures, and desired end results with little room for deviation. The immediate supervisor may, at times, provide close and constant review.
Technical Skills: Limited Application - Work requires the use of standard technical skills appropriate to the work environment of the organization. Limited analysis and independent thinking is utilized.
Interpersonal/Human Relations Skills: High - In addition to the sharing of information, interactions at this level may also include providing advice to others outside direct reporting relationships on specific problems or general policies/procedures. In many of the interactions, contacts may require the consideration of different points of view to reach agreement. Elements of persuasion may be necessary to gain cooperation and acceptance of ideas.

Customer Service Representative I

12 Month Objectives

12 MONTH OBJECTIVES

Read All SOP's for the Customer Service section.
Demonstrate proficiency in processing all payment types in Tyler Cashiering and Munis.
Balance your daily batch without errors or misapplied payments.
Demonstrate proficiency in setting up new utility customer accounts and creating the appropriate service orders.
Demonstrate proficiency in stopping utility accounts and creating the appropriate service orders.
Become proficient at adding miscellaneous fees to an account.
Become proficient at submitting bill adjustments.
Become proficient at creating and sending service orders to the appropriate division.
Become proficient in fully utilizing the 3 agent dashboards.

Be able to void a payment in the agent dashboard.
Be able to cancel a scheduled payment.
Be able to de-enroll a customer in automatic payments.

Demonstrate proficiency inquiring on customer accounts.

Identify all payments on an account, the tender types, and how the payment was made.
Identify what services are on the account.
Identify last 3 bills and the amounts for each service associated with the account.
Be able to explain the winter quarter average and how it is derived.
Be able to identify a customer’s winter quarter average.
Be able to identify the type of account.
Be able to identify if a customer/business is on e-Bill and be able to set a customer or business up on e-Bill.
Be able to identify customer’s account alert preferences and set those up.

Process the daily payment reports without errors or misapplied payments.
Become proficient in responding to customer/business inquiries in person, over the phone, and by email.
Be able to identify a customer’s container sizes, and sanitation route.
Be able to attach documents in Tyler Content Manager.
Be able to identify attached documents in Tyler Content Manager.
Handle a high consumption call and submit a high consumption visit on the high consumption calendar and create the proper service order.
Identify and complete open Public Stuff requests by creating the correct service order and closing out the Public Stuff request.
Identify the type and size of meter on an account.
Process mail in payments through the Creditron software and upload to Munis.
Be able to identify if a customer is registered in Citizen Self Service (CSS) or Paymentus.
Assist customers with registering and linking an account in CSS and/or Paymentus.
Identify if a customer is enrolled in EFT or CP automatic payments.

Be able to explain the difference between the two.

Identify all training requirements in order to become proficient in the Utility System.
Complete all necessary forms and filing on a timely basis.
Become familiar in personnel policies and procedures manual.
Cross train to handle duties at the front desk in the City Hall lobby.
Complete all annual required City training sessions.

City of Goodyear

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Customer Service Representative I