What are the responsibilities and job description for the UTILITY SERVICES CUSTOMER SERVICES REPRESENTATIVE position at City of Surprise?
Summary
Incumbents provide customer service assistance to residents, staff and the general public for utility billing, public works requests, and other city services in a high volume phone or walk-in environment. Incumbents process and create service orders for various City services, provide explanations and interpretations of City ordinances, policies, and procedures related to assigned area. Incumbents perform complex data entry in response to customer requests for services, analyze data to determine issues with customer billing, compile reports, create customer correspondence, conduct research, and perform basic quantitative quality assurance reviews.
EDUCATION And/or EXPERIENCE
High school diploma or GED, and two years of customer service experience, preferably in a high-volume call center sufficient to successfully perform the essential duties of the job such as those listed above. Additional education cannot be substituted for experience.
CERTIFICATIONS, LICENSES, REGISTRATIONS
None
SELECTION PROCESS
Applicants whose education, training and experience most closely meet the needs of the position may be invited to participate in a selection process to include a panel interview.
Successful candidates will receive a post-offer, pre-employment background screening to include:
The City of Surprise is an EEO/ADA reasonable accommodation employer.
The City of Surprise offers a broad range of inclusive employee benefits to help employees in their work and personal lives. We are committed to a total rewards strategy that provides our employees with competitive compensation, generous benefits, and an environment that supports a healthy work/life balance for our diverse workforce. Our comprehensive benefits package includes health coverage, retirement, and a variety of work/life programs, including generous paid time off and twelve holidays. For additional benefit information, please Click Here
01
I understand all criminal convictions (felonies and/or misdemeanors including DUIs) that occurred as an adult (age 18 or older) must be disclosed when answering Question 7 and disclosed in full detail in Question 8 in the Agency-Wide Questions section of this application. I also understand my failure to disclose a conviction as outlined in Question 8 may be grounds for elimination of further consideration and/or a job offer to be rescinded.
Are you legally authorized to work in the United States?
Are you currently employed by the City of Surprise?
Select the option that applies to your highest level of education completed:
How many years of customer service experience do you possess?
Do you have experience working in a high-volume call center?
How many years of experience do you have assisting customers with account-related questions, payments, service requests, or other customer service needs?
Based on the response to the previous question, please describe your experience assisting customers with account-related questions, payments, service requests, or other customer service needs and indicate whether any was in a utility customer service environment. Please also describe any experience working in a high volume call center. If you do not have this experience, enter "N/A".
Incumbents provide customer service assistance to residents, staff and the general public for utility billing, public works requests, and other city services in a high volume phone or walk-in environment. Incumbents process and create service orders for various City services, provide explanations and interpretations of City ordinances, policies, and procedures related to assigned area. Incumbents perform complex data entry in response to customer requests for services, analyze data to determine issues with customer billing, compile reports, create customer correspondence, conduct research, and perform basic quantitative quality assurance reviews.
EDUCATION And/or EXPERIENCE
High school diploma or GED, and two years of customer service experience, preferably in a high-volume call center sufficient to successfully perform the essential duties of the job such as those listed above. Additional education cannot be substituted for experience.
CERTIFICATIONS, LICENSES, REGISTRATIONS
None
SELECTION PROCESS
Applicants whose education, training and experience most closely meet the needs of the position may be invited to participate in a selection process to include a panel interview.
Successful candidates will receive a post-offer, pre-employment background screening to include:
- Criminal Background Screening
- Education & Experience Verification
- E-Verify
- Fingerprinting
The City of Surprise is an EEO/ADA reasonable accommodation employer.
The City of Surprise offers a broad range of inclusive employee benefits to help employees in their work and personal lives. We are committed to a total rewards strategy that provides our employees with competitive compensation, generous benefits, and an environment that supports a healthy work/life balance for our diverse workforce. Our comprehensive benefits package includes health coverage, retirement, and a variety of work/life programs, including generous paid time off and twelve holidays. For additional benefit information, please Click Here
01
I understand all criminal convictions (felonies and/or misdemeanors including DUIs) that occurred as an adult (age 18 or older) must be disclosed when answering Question 7 and disclosed in full detail in Question 8 in the Agency-Wide Questions section of this application. I also understand my failure to disclose a conviction as outlined in Question 8 may be grounds for elimination of further consideration and/or a job offer to be rescinded.
- I acknowledge the above statement.
Are you legally authorized to work in the United States?
- Yes
- No
Are you currently employed by the City of Surprise?
- Yes
- No
Select the option that applies to your highest level of education completed:
- Master's Degree, or higher
- Bachelor's Degree
- Associate's Degree
- High School diploma or G.E.D. awarded
- None of the above
How many years of customer service experience do you possess?
- 6 years or more
- 4 years to less than 6 years
- 2 years to less than 4 years
- Less than 2 years
- None of the above
Do you have experience working in a high-volume call center?
- Yes
- No
How many years of experience do you have assisting customers with account-related questions, payments, service requests, or other customer service needs?
- 4 years or more
- At least 2 years but less than 4 years
- Some but less than 2 years
- None of the above
Based on the response to the previous question, please describe your experience assisting customers with account-related questions, payments, service requests, or other customer service needs and indicate whether any was in a utility customer service environment. Please also describe any experience working in a high volume call center. If you do not have this experience, enter "N/A".
- Required Question