This position has frequent contact with the City’s utility customers by phone and through counter duty resolving customer inquiries and/or complaints. The ideal candidate for this temporary full-time position will be someone who excels at helping customers navigate digital tools while maintaining a calm, supportive presence. This role is dedicated to assisting customers with the transition from EFT to UA Autopay and requires a blend of customer service expertise, technical comfort, and problem-solving ability.
The ideal candidate will:
- Assist customers over the phone and in person with enrolling in UA Autopay.
- Guide customers through creating UA logins, resetting passwords, and using third-party login options (Google, Apple, Microsoft, Facebook).
- Support customers using a variety of devices, including smartphones, tablets, and laptops.
- Navigate Munis to access and verify customer account information.
- Troubleshoot basic access issues and walk customers through step-by-step solutions.
- Provide patient, clear explanations to customers who may have limited technical experience.
- Maintain accurate notes and follow established procedures. Ideal Candidate Strengths The strongest candidates will demonstrate:
- Confidence working with multiple systems and digital platforms.
- The ability to explain technical steps in simple, reassuring language.
- Comfort assisting customers who may be frustrated, confused, or anxious about technology.
- Strong attention to detail when handling customer accounts.
- Flexibility and adaptability in a fast-moving, high-volume environment.
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 payment reports daily. Verifies transactions for accuracy.
- Performs administrative duties such as updating various reports and records, updating information in MUNIS or billing programs, preparing routine correspondence to customers concerning their accounts, and any other administrative duties as assigned. Receives payments from the public for Community Facilities District assessments.
- 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.
