What are the responsibilities and job description for the Customer Service Representative, Sr position at City of Glendale (AZ)?
The City of Glendale’s generous benefits package includes:
Leave Accruals
- Vacation: 17 days annually, up to 24 days annually based on years of service
- Holidays: 11 paid holidays per year
- Sick Leave: 14 days per year
- Mandatory employee contributions of 12.27% are matched by the City.
- Three options administered by Blue Cross Blue Shield Arizona. The city contributes $1,000 annually to Health Savings Account when high deductible health plan is selected.
- Healthcare Cost Reduction incentives up to $360/year are available to participating employees.
- Comprehensive Employee Wellness Program.
- Two options administered by Delta Dental
- Administered by United Healthcare
- City paid life insurance equal to annual salary rounded to nearest thousand.
This position provides customer service assistance and payment processing to all utility billing and sales tax customers in a high volume phone and walk-in environment. Process business license applications; ensuring businesses are in compliance with business license and sales tax requirements. Prepare timely, accurate customer billing statements and assist in collecting revenues due for services. This is accomplished by performing technical level customer service functions requiring a broad knowledge base, problem solving and decision making skills. May also perform basic bookkeeping activities supporting the general ledger.
NOTE: Specific functions, required knowledge, skills & abilities may vary depending on assignment.
- Establishes new accounts; determines appropriate services, rates, property codes and cycles; creates accounts for special services such as landfill, airport, and recycling. Creates new customer accounts by accepting applications for utility services and business licenses; reviews applications for accuracy and completeness.
- Analyzes billing reports, corrects account discrepancies and inputs financial adjustments for the current billing period; requests additional reports on suspected problems.
- Provides customer information, responds and resolves difficult and sensitive inquiries and concerns from citizens and other agencies regarding charges, delinquencies, refunds, services for water, sewer, solid waste both on the phones and for walk-in customers; responds verbally or in writing to complaints relating to billing policies and procedures.
- Open and close utility accounts, prepares appropriate work orders for Customer Service - Field and verify customer service connect/disconnect work orders.
- Review delinquent disconnect billing reports; researches property/account status and determines appropriate actions.
- Prioritize meter removals and installations when appropriate.
- May monitor meter reading/usage reports and compares with database for validity of corrective actions.
- May review delinquent disconnect work orders and determine if adjustments are required or if accounts should be closed.
- Accepts and processes utility payments over the phone and utility, sales tax and miscellaneous receipts in person.
- Coordinates all reoccurring payment plans for utility billing customers.
- Coordinates and acts as the liaison for irrigation billing.
- Analyzes customer account information for payment options and makes payment arrangements on delinquent utility accounts.
- Assist with the daily balancing of cash drawers; prepares and reconciles daily deposits, cash and fund-department-account entry; prepares deposits for armored car transport; may also include processing waste disposal transactions, processing and scanning utility billing and sales tax remittances and batch balancing.
- May create and update miscellaneous receivable invoicing for various departments and process all miscellaneous receivable payments.
- May receive deposits, counts and verify totals, enters transactions into cash receipts system, prepares treasurers receipts and prepares deposits for various city accounts; posts cash receipts from internal and external sources into a cash receipts system.
- May review laws, ordinances, code and policies to verify taxability and license requirements; disburses appropriate license applications. Provide taxpayer information to audit staff for possible audit leads.
- Performs analysis of various account data and manipulates database to implement corrective action.
- Prepares the weekly utility billing batches in the supervisor's absence.
- Assist with the training of new employees, and cross trains in equivalent areas of the department.
- Regular and predictable on-site attendance required.
- Performs other related duties as assigned.
Two years of college course work in business, computers, accounting or related field and two years of customer service experience involving financial transactions including face-to-face customer contact and working in a high volume call center and one year of experience working with computer software applications specific to accounting, receivables, payables, billing and/or bookkeeping.
Knowledge of:
City licensing ordinances, City and State tax codes
General business operation, accounting and municipal billing systems
Customer service principles
Software utilized for automated billing system
Relational data base systems
Use of personal computers and various software applications
Modern office practices, procedures and equipment
Principles and procedures of accounting
Federal and State record keeping requirements
Basic mathematical principles used in calculating information
Ability to:
Interpret and apply codes statutes and policies and procedures
Effectively communicate verbally and in writing
Influence, negotiate and defuse difficult situations
Use tact and discretion when dealing with the public
Establish and maintain effective working relationships with businesses, City staff and the public
Exercise judgment in prioritizing and processing payment transactions
Prepare and maintain complete and accurate financial records and files
Make mathematics calculations with speed and accuracy
Follow oral and written instructions and standing procedures
Research and resolve problems
Analyze and evaluate activities to modify a database
Any equivalent combination of training and experience that provides the required knowledge, skills and abilities is qualifying.
Success Factor Classification Level - Professional/Supervisory| Success Factors | Definitions | Classification Levels |
| Personal Accountability & Integrity | Takes personal responsibility for the quality and timeliness of work and in complying with organizational rules, policies and procedures. Earns others’ trust and respect through consistent honesty and professionalism. | Foundational, Professional/Supervisory, Managerial, Executives |
| Teambuilding & Collaborative Relationships | Inspires and fosters team commitment, spirit, pride and trust; develops cooperative working relationships with others. | Foundational, Professional/Supervisory, Managerial, Executives |
| Effective Communication | Conveys information respectfully, credibly, and effectively. | Foundational, Professional/Supervisory, Managerial, Executives |
| Continuous Learning & Development | Assesses and recognizes own strengths and weaknesses; takes initiative in pursuing self-development and learning to expand skills and increase knowledge. | Foundational, Professional/Supervisory, Managerial, Executives |
| Commitment to Service Excellence | Strives to excel in meeting the needs of both internal and external customers in a fair and equitable manner. Delivers high-quality services with a commitment to continuous improvement. | Foundational, Professional/Supervisory, Managerial, Executives |
| Innovation | Applies original thinking in approach to job responsibilities and to improve processes, methods, systems or services. | Foundational, Professional/Supervisory, Managerial, Executives |
| Leadership | Promotes organizational mission and goals and encourages cooperation in support of organizational goals. | Professional/Supervisory, Managerial, Executive |
| Organizational Awareness | Identifies fundamental values and beliefs to guide the organization into the future. Uses knowledge of the workings, structure and culture of the organization and political climate to solve problems and accomplish goals. | Professional/Supervisory, Managerial, Executive |
Office setting
Salary : $49,446 - $74,169
