Customer Service Representative - Temp

Description

NOTE: This is a Full-Time, Benefited Temporary Position with anticipated Limited Funding through June 30, 2027.

This limited-funded position in the Finance Department is responsible for delivering high-quality customer service to Town residents and businesses. Key duties include processing account changes, establishing new services, handling payments, and providing account assistance. The role requires daily use of billing systems, accurate cash handling, and routine office support activities. In Finance/Utilities, the position also responds to utility service inquiries, processes service requests, and coordinates meter-related tasks, such as installations, repairs, and shut-offs. This role is ideal for candidates who are detail-oriented, proficient with billing software, and committed to excellent customer service.

This job classification description is intended to be generic in nature and not an exhaustive list of all duties and responsibilities. The specific tasks/duties may vary based on position assignment and as determined by the Town of Queen Creek.

JOB CLASSIFICATION SUMMARY

Positions assigned to this class are responsible for providing routine, prompt and courteous customer service at the front desk, over the telephone and on-line to internal and external customers.

DISTINGUISHING CHARACTERISTICS

This is an intermediate level administrative classification in the customer service job family. Work is focused on mastering routine knowledge, tasks and assignments and follows standard methods and procedures for completing assignments.

Examples of Duties

ESSENTIAL DUTIES

The following are intended to describe core work functions of this classification. While the level and broad nature of essential duties may not change, specific work tasks will vary over time depending on the Town’s needs.

All Assignments:

• Provides prompt and courteous customer service to Town customers;
• Explains policies, procedures, codes, and ordinances pertaining to customer services and other Town ordinances and processes to a diverse group of people while listening and communicating effectively.
• Completes actions such as receiving and applying various payments to accounts, processing account changes, establishing new service or membership and service disconnection or membership discontinuance.
• Maintains and balances cash drawer utilizing proper cash handling techniques and prepares daily transaction report.
• Utilizes billing systems, billing best practices, business devices, and software to complete daily tasks; proficiently accesses and inputs information on several computer screens.
• Updates customer account status; tracks individual accounts balance and activity as needed; creates and sends out final bills to customers upon account closure and calculates customer refunds.
• Calculates daily deposit amounts and prepares related reports; depending on assignment, may prepare bank deposits
• Performs routine office support activities.
• Performs related work as assigned.

• Responds in a timely manner to customer requests for information regarding utility billing, balances, payments, requests for new service and disconnections, various meter type sets/removals, repairs, maintenance, general account questions or issues, and online account assistance.
• Sets and removes residential and commercial meter types, and submits work order requests for service to field office.
• Creates works orders related to transfers/disconnects, installing new meters, account maintenance/repairs, account shut-offs and meter locks/unlocks; calculates hydrant meter fees for installation, repairs, and relocation and creates associated work orders for field staff.

• Responds in a timely manner to customer requests for information regarding recreation programs; enrolls patrons into programs, classes and lessons; renews membership(s); issues permits; and makes reservations.
• Prepares class rosters and monitors wait lists.
• Maintains accurate records, including record keeping of attendance sheets, participant contact information, and liability waivers; maintains confidentiality and uses discretion when speaking with parents.
• Enforces policies and procedures; responds to emergency situations; and prepares incident and injury reports.
• Maintains a clean and safe environment.
• Assists with entering, reviewing, and updating information in the registration system and related materials, ensures accuracy, consistency and completeness.

Typical Qualifications

MINIMUM QUALIFICATIONS (at job entry)

Education and Experience:

High School diploma or GED and two years of experience in the following areas: a) customer service resolving various levels of customer concerns both on the phone and in person; b) customer billing, and c) cash handling; or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.

SPECIAL REQUIREMENTS:

When assigned to Parks and Recreation, this position has been identified as a safety-sensitive position by Human Resources, per State and/or Federal Law. Upon conditional offer of employment, the candidate selected will be required to undergo testing for alcohol and controlled substances within twenty-four (24) hours of the offer.

KNOWLEDGE

• Basic mathematics, basic accounting/record keeping principles;
• Standard office equipment including the computer and programs relevant to the performance of applicable duties and responsibilities;
• Customer service principles.
• General office practices and principles.

SKILLS

• Following complex oral and written instructions;
• Using computers and related software applications;
• Providing customer service;
• Remaining calm and professional when dealing with frustrated and/or angry members of the public;
• Maintaining a high level of attention to detail;
• Maintaining confidentiality of records;
• Prioritizing work and multi-tasking;
• Entering data into computerized systems;
• Maintaining various records and files;
• Communication and interpersonal skills as applied to interaction with coworkers, supervisor, the general public, and other interested parties sufficient to exchange or convey information and to receive work direction.

LICENSING/CERTIFICATION REQUIREMENTS

The following is a list of employment benefits offered by the Town of Queen Creek to full-time employees. The list is for informational purposes only. It does not create or connote any contractual rights or obligations. Additional details will be provided upon hire and are available in the Town of Queen Creek Employee Handbook.

Major Benefits for Full-Time Employees
(Employees choose the benefits that best meet their needs.)

• Health Insurance
• Dental Insurance
• Vision Insurance
• Pre-tax unreimbursed medical and dependent care flexible spending accounts
• Arizona State Retirement System membership
• Short-term and Long-term disability insurance for the employee
• Town-paid basic life insurance
• Optional employee-paid employee and dependent supplemental life insurance
• Commuter life insurance for business travel and travel to and from work
• Deferred compensation plan (457) with employer match
• Retirement Health Savings Account
• Optional enrollment in Identity Protection Program
• Paid holidays, plus one floating holiday annually
• Vacation leave hours annually
• Four weeks of Paid Parental Leave
• Optional income replacement insurance
• Worker's compensation insurance
• Employee assistance program; offers confidential individual/family, marriage, legal and financial counseling
• Training opportunities and continuing education opportunities, including tuition reimbursement for pre-approved programs
• Direct deposit of paychecks
• Wellness Programs with incentives