Temporary Customer Service Representative I

Salary

$20.76 - $30.82 Hourly

Location

Goodyear, AZ

Job Type

Temporary

Job Number

FY2600671

Division

Finance

Department

Finance

Opening Date

03/27/2026

Closing Date

4/3/2026 4:00 PM Arizona

FLSA

Non-Exempt

• Description
• Benefits
• Questions
  
  

Job Description Summary

This position has frequent contact with the City’s utility customers by phone and through counter duty resolving customer inquiries and/or complaints. The ideal candidate for this temporary full-time position will be someone who excels at helping customers navigate digital tools while maintaining a calm, supportive presence. This role is dedicated to assisting customers with the transition from EFT to UA Autopay and requires a blend of customer service expertise, technical comfort, and problem-solving ability.

The Ideal Candidate Will

• Assist customers over the phone and in person with enrolling in UA Autopay.
• Guide customers through creating UA logins, resetting passwords, and using third-party login options (Google, Apple, Microsoft, Facebook).
• Support customers using a variety of devices, including smartphones, tablets, and laptops.
• Navigate Munis to access and verify customer account information.
• Troubleshoot basic access issues and walk customers through step-by-step solutions.
• Provide patient, clear explanations to customers who may have limited technical experience.
• Maintain accurate notes and follow established procedures. Ideal Candidate Strengths The strongest candidates will demonstrate:
• Confidence working with multiple systems and digital platforms.
• The ability to explain technical steps in simple, reassuring language.
• Comfort assisting customers who may be frustrated, confused, or anxious about technology.
• Strong attention to detail when handling customer accounts.
• Flexibility and adaptability in a fast-moving, high-volume environment.
  
  

At The City Of Goodyear, You Will Be a Part Of An Organization That Values Its Employees As Its Greatest Asset. You Will Become Part Of a Dedicated Team Of Professionals That Are Committed To Build And Maintain a Highly Engaged Workforce. You Will Be Challenged To Learn And Grow In An Environment That Values Employee Development And Career-building. You Will Thrive In a Culture Of Innovation. We Believe That Successful Employees Are Those That Possess These Six Core Values

Adaptability - Integrity - Initiative - Empathy - Optimism – Innovation

Only a limited number of the most qualified applicants meeting the City's requirements will be invited for an interview. The examination process for this position will consist of a panel interview. All communication regarding application status and interview notifications will be sent via email- please monitor your junk/spam email for communication as it will come from a system generated source.

Essential Functions

This information is intended to be descriptive of the key responsibilities of the position. The following functions do not identify all duties performed by the incumbent. Other duties and responsibilities will be performed as assigned.

• Processes customer requests, utility payments, address changes, new account applications, and service terminations through the Internet or in person for water, wastewater and sanitation services. Assists customers with determining the services they need or referring them to the correct department. Interacts frequently with the public by phone and through counter duty resolving customer inquiries and/or complaints. Demonstrates considerable tact and persuasion when dealing with customers who may become irate or distraught. Effectively and courteously communicates with the public both verbally and in writing. Works independently, referring very difficult or complex cases to a Customer Service Representative II or the Customer Service Supervisor.
• Balances daily cash receipts to monies received and prepares daily recap. Performs general clerical and accounting functions in support of accounting systems for assigned areas of function such as accounts receivable, cash receipts, and collections. Reconcile payment reports daily. Verifies transactions for accuracy.
• Performs administrative duties such as updating various reports and records, updating information in MUNIS or billing programs, preparing routine correspondence to customers concerning their accounts, and any other administrative duties as assigned. Receives payments from the public for Community Facilities District assessments.
  
  

Requirements

• Formal Education/Knowledge: Work requires knowledge necessary to understand basic operational, technical, or office processes. Level of knowledge equivalent to four years of high school or equivalency.
• Experience: No experience required.
• Certifications and Other Requirements: None
• Reading: Work requires the ability to read and comprehend complex written documents such as administrative guidelines, accounting guidelines, and various legal agreements.
• Math: Work requires the ability to perform general math calculations rapidly and accurately such as addition, subtraction, multiplication, and division. Ability to calculate and apply percentages, decimals and fractions is also required.
• Writing: Work requires the ability to produce written documents with clearly organized thoughts using proper English sentence structure, punctuation, and grammar.
• Managerial: Job has no responsibility for the direction or supervision of others but may provide advice/direction to an employee with less experience/skill or tenure.
• Policy/Decision Making: Moderate - The employee normally performs the duty assignment after receiving detailed instructions as to methods, procedures, and desired end results with little room for deviation. The immediate supervisor may, at times, provide close and constant review.
• Technical Skills: Limited Application - Work requires the use of standard technical skills appropriate to the work environment of the organization. Limited analysis and independent thinking is utilized.
• Interpersonal/Human Relations Skills: High - In addition to the sharing of information, interactions at this level may also include providing advice to others outside direct reporting relationships on specific problems or general policies/procedures. In many of the interactions, contacts may require the consideration of different points of view to reach agreement. Elements of persuasion may be necessary to gain cooperation and acceptance of ideas.
  
  

The City of Goodyear offers a highly competitive benefits package including:

• Vacation Leave: 14 days per year, increasing with longevity. Goodyear offers an enhanced vacation benefit of recognizing total years of service under all Arizona public retirement systems for accruing vacation.
• Sick Leave: 12 days per year
• Holidays: 12 paid holidays per year, including one floating holiday the first full pay period of January
• Flexible Holiday: 24 hours per calendar year (prorated based on hire date)
• Health Insurance: Three health plans available to select from at a group rate
• Dental Insurance: Two dental plans available to select from at a group rate
• Vision Insurance: Available at a group rate
• Flexible Spending Accounts: Health Care and Dependent Care accounts available
• Short Term Disability Insurance: City-paid coverage
• Cancer Benefit: City-paid coverage
• Life Insurance: City-paid insurance valued at twice the annual salary ($400,000 maximum); additional life insurance for self and/or dependent is available at employee's cost
• Longevity pay beginning at year six
• Tuition Assistance: $5,250 per calendar year
• Employee Assistance Program
• Onsite wellness center/clinic
• Access to the Goodyear Recreation Center
• Robust employee well-being program
• Free identify theft monitoring and protection with Aura
• 457 Deferred Compensation Plan: 2% city match (employee contributes 1%)
• Retirement Health Savings: $22.50 city contribution (employee contributes $12.50 per pay period)
• Retirement: Arizona State Retirement System (ASRS) Defined Benefit plan with mandatory city and employee contributions currently at 12.00%. Plan includes Long Term Disability Benefit.
  
  

01

This position is a Temporary Full Time role and will end once the budget has been exhausted. The final date has not yet been determined. Please select yes if you understand this statement.

• Yes
• No
  
  

02

What is your highest level of education?

• High School Diploma or GED
• Associate's Degree
• Bachelor's Degree
• None
  
  

03

How many years of experience do you possess relating to the roles and responsibilities of this position or similar fields?

• 1 - 2 years
• 3 - 4 years
• 5 years or more
• None
  
  

04

Describe a time when you helped someone who was frustrated or confused. How did you approach the situation?

05

Have you helped someone troubleshoot an issue on a device they were unfamiliar with?

• Yes
• No
  
  

06

If you answered yes, what steps did you take?

07

How do you handle situations where a customer is struggling to follow instructions on their device?

08

Describe a time when you identified the cause of a problem and walked someone through a solution.

09

What does good customer service mean to you when helping someone with technology?

10

Are you able to work in a fast pace environment?

• Yes
• No
  
  

11

Are you able to work in a team environment?

• Yes
• No
  
  

12

Do you have any experience resolving customer complaints?

• Yes
• No
  
  

13

If yes please answer this questions: Describe the steps you would take to resolve a a customer complaint regarding an unusually high bill?

Required Question

Employer City of Goodyear

Address 1900 N. Civic Square

Goodyear, Arizona, 85395

Website http://www.goodyearaz.gov