POSITION DUTIES AND QUALIFICATIONS
SUMMARY OF DUTIES:
Provides customer service, and performs clerical duties. Processes and authorizes appropriate payments for services.
DUTIES AND RESPONSIBILITIES:*
The Customer Service Representative position at the City of Tucson’s Public Defender’s Department is responsible for providing front-line support to clients, answering inquiries, scheduling appointments, and assisting with case-related information.
Work is performed under the supervision of the Management Coordinator. This position does not supervise.
Acts as the primary point of contact for clients seeking public defender and attorney services, answering phone calls, emails, and in-person inquiries. Transfers calls to attorneys and paralegals as needed. Provides information about case status, next steps, and available resources. Greets customers, processes applications for service and responds to requests. Escalates complex issues to supervisors or attorneys when necessary.
Assists clients experiencing homelessness or who may be in need of resources such as food and blankets. Addresses and resolves customer issues and assists with deescalating irate situations. Researches inquiries and discrepancies, follows up on complaints, and coordinates with field personnel to ensure effective communication and resolution.
Prepares and maintains files, records, and logs. Enters and corrects information in the computer system. Completes, processes work orders and handles correspondences. Prepares reports, forms, and purchase orders. Uses case management software to search for client information.
Assists with paperwork, including intake forms and legal documentation. Distributes interoffice mail and facilitates communication between the division. Accepts invoices and routes to the appropriate supervisors.
Performs all other duties as assigned.
* All duties, responsibilities listed are subject to change.
MINIMUM REQUIRED QUALIFICATIONS:
Education:
High school diploma or equivalent
Work Experience:
One (1) year of directly related experience
License:
Any combination of relevant education and experience may be substituted on a year-for-year basis.
ADDITIONAL MINIMUM REQUIRED QUALIFICATIONS:
Education:
High school diploma or equivalent
Work Experience:
-Billing and/or Account Collection, Customer Service, One (1) year of directly related experience
License/Certifications:
Languages:
PREFERRED QUALIFICATIONS:
Bi-lingual (English / Spanish)
Experience navigating an electronic case management system.
Experience working with individuals managing mental health disorders.
ADDITIONAL POSITION INFORMATION:
Position Title:
Customer Service Representative
To view the full job profile including classification specifications and physical demands click here.
Department Name:
City Public Defender
Department Link:
https://www.tucsonaz.gov/Departments/Tucson-City-Court/Public-Defender
Recruiter Name:
Diane Webster (103469)
Recruiter Email:
ccs_hr@tucsonaz.gov
FTE%:
100
FLSA:
Non-Exempt
Position Type:
Regular
COMPENSATION & BENEFITS
Full Hourly Range: $16.50 - 28.46 USD
The Full Hourly Range reflects the City of Tucson's pay range at the time of posting. 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.
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.
You can learn more about our benefits at https://www.tucsonaz.gov/Departments/Human-Resources/Employee-Benefit-Snapshot.
POSTING INFORMATION
Posting Close Date:
Applicants must submit their completed application by 12-01-2024 at 11:59 p.m. MST
APPLICATION INSTRUCTIONS
Please see the special application instructions below and follow the directions for applying to this position.
Special Instructions:
Please attach a letter of interest and chronological resume to application. Any application received without BOTH will be considered incomplete and will be declined.
Physical and lifting abilities/requirements are determined by position and are included in the position description.
Background Check: This position has been designated to require a criminal background check.
CITY OF TUCSON IS AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION 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). Click for more information from ACRD about employment discrimination and how to file a complaint with ACRD
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 Services.
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.
City of Tucson is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer.
Questions? If you need assistance applying for any position, please contact recruitment@tucsonaz.gov or 520-791-4241.
ccs_hr@tucsonaz.gov
