Job Details

Customer Service Representative I

Are you someone who is ready to make a difference within their local community? If so, the City of Flagstaff is seeking a qualified individual to join our team! As the City's newest Customer Service Representative I, you will actively support and uphold the City's stated mission and values. You will be responsible for performing a wide variety of tasks. Duties range from the most routine and repetitive to the most complex of administrative support tasks requiring employees to take initiative, make judgment calls, and work independently. By applying to this position, you are opening yourself to the opportunity to work in a critical division program and make a significant impact on the community we serve.

Position Responsibilities

General:

• Provides excellent customer service to both internal and external customers.
• Using multi-tasking skills, operate multiple pieces of equipment simultaneously.
• Creates and maintains various confidential records, files, and databases requiring compilation of varied information.
• Provides written and verbal responses to customers by preparing, drafting, and proofing various reports, letters, and other correspondence.
• May be responsible for monthly production reports, statistical reports, or other regularly scheduled reports.
• Files electronic documents chronologically or by other prescribed methods.
• Processes a variety of forms electronic and paperwork, using established procedures.
• Types, data enters, or word-processes a variety of technical documents; compiles data and prepares reports.
• Monitors and maintains office supplies, business forms, and/or application forms.
• Maintains clean and orderly work areas.
• Work requires the ability to read and refer to City codes and ordinances.
• Work requires ability to read and apply policies and procedures, billing/account receivable and other financial reports.
• Clearly and politely communicates with customers in person, on the phone, and in writing.
• Performs other duties of a similar nature or level as assigned.

Customer Care/Call Center:

• Receives payment by cash, check, credit cards, wires, automatic debits, etc.
• Issues receipts, refunds, credits, or change due to customers.
• Counts money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change, as well as balance funds at end of shift.
• Greets customers entering City Hall, answering customer questions, and providing information on procedures or policies, as well as directing to appropriate staff and departments throughout the City.
• Complies with all cash handling and financial processes.
• Creates customer accounts, processes load station applications, and termination requests.
• Communicates clearly with field personnel.
• Manages high volume of inbound calls in a timely manner.
• Following call center "scripts" when handling technical topics.
• Identify customers' needs, clarify information, research various issues and provide solutions and/or alternatives.
• Understanding of City personnel, departments, and responsibilities for proper disposition of calls
• Responds and resolves difficult and sensitive inquiries and concerns from citizens and other agencies regarding charges, delinquencies, and refunds for municipal services. Responds verbally or in writing to complaints relating to billing policies and procedures.
• Analyzes and educates customers in the areas of water consumption, sewer calculations, and troubleshoots high usage complaints.
• Analyzes customer account information for payment options, creates payment arrangements on delinquent utility accounts.

Verification Desk:

• Create multiple payment batches for City services as payments are received online, over the phone, and in person. Research and process returned payments Reports errors and/or discrepancies to Customer Service Supervisor and/or Customer Service Manager. Completes end of day check processing for submittal to bank.

Copy Center/Mail Room:

• Prepare large print jobs for internal customers on a high-volume print press.
• Pick up and deliver mail at the local post office and FedEx.
• Distribute mail to appropriate Division, Section, Program, and employee.
• Utilize postage machine and U.S. Post Office information to ensure proper postage payment of outgoing materials.
• Receives, sorts, and distributes a variety of correspondence, records, and information to appropriate personnel and the general public.

Responsibly driving City vehicle while on deliveries, errands, and other approved use.

Qualifications

Minimum Requirements:

• High school diploma or General Equivalency Diploma.
• Two years of progressively responsible experience in the following areas:
• Working in an office-like environment including use of computer, telephone, calculator, and copy machine
• Cash handling
• Customer service in a multi-tasking environment
• Or any combination of education, experience, and training equivalent to the above Minimum Requirements.

Desired Qualifications:

• Two years experience in cash handling reconciliation
• Two years experience in customer conflict resolution
• Two years experience with Microsoft Suite, including Word, Excel, and Outlook
• Six months experience with point of sale (POS) software
• Six months experience working in high volume call center

Other Requirements:

• Must possess, or obtain upon employment, a valid Arizona driver's license.
• Regular attendance is an essential function of this job to ensure continuity.

Supplemental Information

We are dedicated to fostering an inclusive and positive work environment. We offer competitive pay, outstanding benefits, and the chance to work with a committed team making a difference in our community. Located in the beautiful mountain town of Flagstaff, AZ, you'll enjoy a unique quality of life with outdoor recreation, stunning scenery and a welcoming community.

Our total compensation package includes best-in-class benefits and an annual salary of $18.50 - $27.75 hourly based on the candidate's qualifications and experience. Plus:

• Arizona State Retirement System with 100% Match
• Employees are members of Arizona State Retirement System (ASRS) with a mandatory contribution rate of 12%
• 457 Deferred Compensation Options
• Up to 4% Annual Pay for Performance Increase
• Group Insurance including Health, Dental and Vision coverage
• Flexible & Health Savings Accounts
• 13 Paid Holidays, Vacation, Sick Leave, Personal Leave, Paid Parental Leave, Bereavement, Jury Duty
• Life Insurance, AD&D, Short- and Long-Term Disability and Voluntary Life Insurance
• First-Time Homebuyer Assistance
• Qualified Public Student Loan Forgiveness Employer
• Tuition Assistance
• Employee Clinic, Telehealth, Wellness Program & Incentives
• Tobacco Cessation Program
• Employer Assistance Program
• Recognition including Workiversary, Wonderful Outstanding Worker (WOW), On-the-Spot, 7k Award, and City Manager's Excellence Awards
• Employee Discounts: Mountain Line Bus Eco Pass, Aquaplex, and Recreation Centers

The City of Flagstaff is looking for team members who are passionate about community, innovation, and quality of life. Come be a part of this cool community and see why the City of Flagstaff is a great place to work!