UTILITY ACCOUNT RELATIONS SPECIALIST I

Recruitment #1708-4000-001

Introduction

 

 * * * THIS POSITION IS ONLY OPEN TO CURRENT CITY OF TUCSON PERMANENT AND PROBATIONARY EMPLOYEES * * *

 

To remain eligible, you must maintain your permanent or probationary Civil Service employment status through the actual date of transfer. If you are not a current permanent or probationary Civil Service employee at the date of transfer, you will not be eligible for this position. Non-permanent or appointed employees are not eligible.

The Utility Services Call Center is a medium sized fast-paced call center environment. Our center handles approximately 265,000 accounts and receives approximately 60,000 calls per month - with representatives averaging 80 to 100 calls per day. Aside from Water and City Environmental Services refuse accounts, they also handle the billing for Pima County Wastewater.

The majority of calls will require evaluation and action by the specialist, and will include initiating and/or discontinuing water service, assisting customers with sewer billing questions, initiating garbage service for a residential customer, delinquent customers and assisting customers with bill inquiries. To maintain quality assurance, all incoming and outgoing calls are recorded. Utility Account Relations Specialists are evaluated and monitored monthly for quality assurance and provided feedback.

The hours of operation of the call center are Monday-Friday from 7:00 a.m. to 6:00 p.m. A six-week training period is provided by a training officer and during this period you will receive complete billing system and procedural training followed by time spent on the phone listening and taking inbound customer calls.

General Description

Provides public assistance and processes monetary transactions for utility customers in person, over the phone and through e-mail.

Essential Functions

Provides customer service in a high volume environment to utility customers by answering a variety of customer questions to help resolve complaints and problems related to the utility billing process, researching inquiries and discrepancies, following up on complaints and concerns and coordinating and communicating with field personnel.

Processes activations, terminations and transfers of utility service; checks for completeness and accuracy of transaction. Assists customers with high bill inquiries and generates service requests for field personnel.

Receives and documents payments, reviews customer billing accounts to ensure accuracy of applications of payments, assists customers with payment adjustments eligibility, and calculates figures and amounts.

Processes payment plans and payment extensions for past due and delinquent customer accounts. Assists customers in paying over the phone or online; assists customers with water outages and water quality concerns. Orally explains information to the public, including requirements of City policies.

Provides seamless customer service demonstrating tact and persuasion when dealing with customers who may be or become irate or distraught.

Performs routine clerical duties such as preparing and maintaining files and records, distributing mail, entering data into a computerized system, maintaining customer accounts, and writing routine correspondence.

Minimum Qualifications

Minimum Education Level & Type: High School Diploma or G.E.D.

Minimum Experience Qualifications: At least 1 year of call center experience involving heavy telephone contact, billing, and complaint resolution in a medium to large call center environment

Preferred Qualifications

Three years of relevant experience in a medium to large call center.

Ability to type 35 Words Per Minute Net (WPMN)

Selection Plan

Applicants who meet the minimum qualifications will be evaluated on the education and work experience in their employment profile and the responses to their supplemental questions. The highest scoring applicants will then be invited to participate in an Oral Board interview.

  • Oral Board Interviews will be held: October 5th and 6th, 2017.

Upon completion of all examination processes, the highest scoring applicants will be placed on an Eligibility List.  An applicant's ranking on the Eligibility List will be based on their final score which will be calculated as:

  • 100% of your oral board interview

If you are in need of Americans with Disabilities Act-related accommodation during the testing process, please call 520-791-4241 at least 48 hours prior to the evaluation.

The list will be used by any City department with an approved vacancy to fill in the next 60 days. Selection will be made in accordance with CSR III, Section 2. The list of employees eligible for consideration will remain in effect for 60 days after their names are provided to the hiring authorities. Examination results and current status will be communicated by email.

Pre-employment Medical Testing Requirements

None

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To ensure accurate payroll information for tax purposes, the successful candidate will need to provide their original Social Security Card or original letter from the Social Security Administration with their social security number prior to beginning work with the City of Tucson.

The City of Tucson hires lawful workers only - US citizens or nationals and non-citizens with valid work authorization - without discrimination. Federal immigration laws require all employers to verify both the identity and employment eligibility of all persons hired to work in the United States. In its efforts to meet the law's requirements, the City of Tucson participates in the E-Verify program established by the Department of Homeland Security (DHS) and the Social Security Administration (SSA) to aid employers in verifying the eligibility of workers.

Retired City of Tucson employees receiving benefits from the Tucson Supplemental Retirement System who are considering reemployment with the City should be aware that pursuant to Section 22-37(g) of the Tucson City Code, retirement benefits shall be suspended during the period of reemployment with the City of Tucson unless you have been separated at least twelve consecutive months before returning to work AND you return to a non-permanent employment classification. Creditable service does not accrue during any reemployment period.