Contact Center Customer Care Specialist I

City of Mesa•Mesa, AZ

1d•Remote

About The Position

This position is currently teleworking and will be used to establish an eligible list for possible full-time and part-time future vacancies in the Contact Center. A Contact Center Customer Care Specialist I is responsible for dealing directly with the public, both by telephone and via electronic mail, to process service requests; and calculate and receive, tabulate, and balance various payments and/or fees. Employees in this class perform a wide variety of responsible public contact tasks involving journey-level cashiering and/or clerical procedures to provide utility services to customers. The public contact component of this classification involves: explaining and/or interpreting the City's policies and procedures relevant to the employee's work unit, answering complex questions, and resolving customer and/or citizen problems and complaints. This includes interacting with citizens who are often angry, confused, and/or hostile. Employees in this class are expected to perform day-to-day activities independently within established guidelines and procedures under general supervision. This class is distinguished from other clerical classes with a significant public contact component by the interpretive or procedural nature of the information provided and by the nature (at times tense and unpleasant or confrontational) of the circumstances of the contact. This class is distinguished from the higher-level Contact Center Customer Care Specialist II class by the greater degree of independent judgment in handling day-to-day decisions and in the lower amount of direct supervision received by the latter. This class is FLSA nonexempt. This class will be required to meet scheduling and attendance requirements.

Requirements

Graduation from high school or GED.
Four years of full-time employment in customer service work with at least two of the four years answering phone calls.
Good (1-3 years) experience operating a personal computer (PC) and word processing software.
Uphold and exhibit the City's shared employee values of Knowledge, Respect, and Integrity.

Nice To Haves

Experience handling electronic payment transactions.
Public contact and/or public utility experience.
Experience working in a call center or answering a high volume of calls.

Responsibilities

Process service requests via telephone and electronic mail.
Calculate, receive, tabulate, and balance various payments and/or fees.
Explain and interpret City ordinances, policies, and procedures.
Process utility service requests (electric, gas, water, wastewater, solid waste, irrigation, and hydrant meters).
Receive and post payments for utility accounts, return checks, and late fees.
Make payment arrangements.
Provide information on pricing of rates and fees.
Educate customers on conservation tips.
Assist customers in the use of the City website and resetting of passwords.
Verify customer identities and retrieve credit reports from a Credit Reporting Agency when necessary.
Process changes to accounts such as address and due date changes.
Set up customers on City offered programs such as Select-due-Date, Budget Billing, Electronic Notification Billing, and SurePay.
Work with Field Utility Service Specialists and the Utility Control Center to track the status of utility service orders.
Communicate with Field Utility Service Specialists regarding their progress and status.
Notify Specialists of a New Sign move-in.
Notate service orders or accounts with any updates from the field.
Explain and/or interpret the City's policies and procedures relevant to the employee's work unit.
Answer complex questions.
Resolve customer and/or citizen problems and complaints, including interacting with citizens who are often angry, confused, and/or hostile.