Customer Service Representative

Town of Queen Creek • Full-time • Municipal Services Building, AZ • $44.27k - $61.98k / year • 1w ago

IMPORTANT APPLICATION INFORMATION

The advertised salary range provided covers the entire compensation spectrum for the position classification. The anticipated hiring range for this role is between $21.2836 to $25.5404 per hour. It's essential to note that the actual salary offered will be determined based on several factors, including skills, qualifications, experience, education, licenses, training, and internal equity considerations.

JOB CLASSIFICATION SUMMARY

Positions assigned to this class are responsible for providing routine, prompt and courteous customer service at the front desk, over the telephone and on-line to internal and external customers.

DISTINGUISHING CHARACTERISTICS

This is an intermediate level administrative classification in the customer service job family. Work is focused on mastering routine knowledge, tasks and assignments and follows standard methods and procedures for completing assignments.

ESSENTIAL DUTIES

The following are intended to describe core work functions of this classification. While the level and broad nature of essential duties may not change, specific work tasks will vary over time depending on the Town’s needs.

Provides prompt and courteous customer service to Town customers; responds in a timely manner to customer requests for information regarding utility billing, balances, payments, requests for new service and disconnections, various meter type sets/removals, repairs, maintenance, general account questions or issues, and online account assistance.
Explains policies, procedures, codes, and ordinances pertaining to utility customer services and other Town ordinances and processes to a diverse group of people while listening and communicating effectively.
Completes actions such as receiving and applying various payments to accounts, processing account changes, establishing new service and service disconnection, setting and removing residential and commercial meter types, and submitting work order requests for service to field office.
Maintains and balances cash drawer utilizing proper cash handling techniques and prepares daily transaction report.
Utilizes utility/billing systems, billing best practices, business devices, and software to complete daily tasks; proficiently accesses and inputs information on several computer screens.
Updates customer account status; tracks individual accounts balance and activity as needed; creates and sends out final bills to customers upon account closure and calculates customer refunds.
Creates works orders related to transfers/disconnects, installing new meters, account maintenance/repairs, account shut-offs and meter locks/unlocks; calculates hydrant meter fees for installation, repairs, and relocation and creates associated work orders for field staff.
Prepares, edits, and processes customer payments; calculates daily deposit amounts and prepares related reports.
Performs routine office support activities.
Performs related work as assigned.

MINIMUM QUALIFICATIONS (at job entry)

Education and Experience:

High School Diploma or GED and 1 year of related experience; or an equivalent combination of directly related education and experience.

LICENSING/CERTIFICATION REQUIREMENTS

None

KNOWLEDGE

Basic mathematics, basic accounting/record keeping principles;
Standard office equipment including the computer and programs relevant to the performance of applicable duties and responsibilities;
Customer service principles.

SKILLS

Following complex oral and written instructions;
Using computers and related software applications;
Providing customer service;
Remaining calm and professional when dealing with frustrated and/or angry members of the public;
Maintaining a high level of attention to detail;
Maintaining confidentiality of records;
Prioritizing work and multi-tasking;
Entering data into computerized systems;
Maintaining various records and files;
Communication and interpersonal skills as applied to interaction with coworkers, supervisor, the general public, and other interested parties sufficient to exchange or convey information and to receive work direction.

OVERALL PHYSICAL STRENGTH DEMANDS:

Physical Strength for this classification is indicated below with an “X”
X	Sedentary: Exerting up to 10 lbs. occasionally or negligible weights frequently; sitting most of the time.
	Light: Exerting up to 20 lbs. occasionally, 10 lbs. frequently, or negligible amounts constantly OR requires walking or standing to a significant degree.
	Medium: Exerting 20-50 lbs. occasionally, 10-25 lbs. frequently, or up to 10 lbs. constantly.
	Heavy: Exerting 50-100 lbs. occasionally, 10-25 lbs. frequently, or up to 10-20 lbs. constantly.
	Very Heavy: Exerting over 100 lbs. occasionally, 50-100 lbs. frequently, or up to 20-50 lbs. constantly.

PHYSICAL DEMANDS:

C	F	O	R	N
Continuously	Frequently	Occasionally	Rarely	Never
2/3 or more time	1/3 to 2/3 of time	Up to 1/3 time	< 1 hour per week	Never occurs

Note: This is intended as a description of the way the job is currently performed. It does not address the potential for accommodation.

Physical Demand	Brief Description	C	F	O	R	N
Standing	Communicating with co-workers, observing work site, observing work duties			X
Sitting	Desk work	X
Walking	To other departments/offices/office equipment			X
Lifting	Supplies, files				X
Carrying	Supplies, files				X
Pushing/Pulling	File draws, tables and chairs				X
Reaching	For supplies, for files		X
Handling	Paperwork		X
Fine Dexterity	Computer keyboard, telephone pad, calculator, calibrating equipment	X
Kneeling	Filing in lower drawers, retrieving items from lower shelves/ground					X
Crouching	Filing in lower drawers, retrieving items from lower shelves/ground					X
Crawling	Under equipment					X
Bending	Filing in lower drawers, retrieving items from lower shelves/ground					X
Twisting	From computer to telephone, getting inside vehicles				X
Climbing	Stairs, step stool					X
Balancing	On step stool					X
Vision	Reading, computer screen, driving	X
Hearing	Communicating with co-workers and public and on telephone, listening to equipment	X
Talking	Communicating with co-workers and public and on telephone	X
Foot Controls	Driving					X
Other (Specify)

MACHINES, TOOLS, EQUIPMENT, SOFTWARE AND HARDWARE:

Standard office equipment; vehicle

ENVIRONMENTAL FACTORS:

Daily

Several Times Per Week

Several Times Per Month

Seasonally

Never

Health & Safety Factors

Mechanical Hazards

Respiratory Hazards

Chemical Hazards

Extreme Temperatures

Electrical Hazards

Noise and Vibration

Fire Hazards

Wetness/Humidity

Explosives

Physical Hazards

Communicable Diseases

Physical Danger or Abuse

Other (Specify Below

PROTECTIVE EQUIPMENT REQUIRED:

None

NON-PHYSICAL DEMANDS:

C	F	O	R		N
Continuously	Frequently	Occasionally	Rarely		Never
2/3 or more time	1/3 to 2/3 of time	Up to 1/3 time	< 1 hour per week		Never occurs
Description of Non-Physical Demands				C		F	O	R	N
Time Pressure								X
Emergency Situation									X
Frequent Change of Tasks							X
Irregular Work Schedule/Overtime								X
Performing Multiple Tasks Simultaneously						X
Working Closely with Others as Part of a Team						X
Tedious or Exacting Work						X
Noisy/Distracting Environment									X
Other (Specify Below)

PRIMARY WORK LOCATION:

X	Office Environment
	Warehouse
	Shop
	Recreation/Neighborhood Center
	Vehicle
	Outdoors
	Combination of Office, Vehicle and Field
	Other (Specify Below)