Utility Account Relations Specialist I

City of Tucson • Tucson, AZ

18d • $18 - $27 • Onsite

About The Position

The Utility Account Relations Specialist I position at the City of Tucson's Water Department serves as the main point of contact between customers and the utility providing customer education, assistance, and processing monetary transactions for utility customers in person, over the phone, and through email. Work is performed under the supervision of the Utility Account Supervisor. This position does not supervise.

Requirements

• High School Diploma/GED
• One (1) year of relevant experience
• Any combination of relevant education and experience may be substituted on a year-for-year basis.

Nice To Haves

• Advanced skills in the use of Customer Billing Systems
• Experience with utility billing involving rates and services
• Experience in a call center environment
• Intermediate knowledge of Microsoft Office applications (Word, Excel, and Access
• Experience with setup and operation of remote environment devices

Responsibilities

• Provides service to customers over the phone, in person (over the counter), or via email, answers customer questions, follows up on complaints, and provides resources and solutions.
• Assists customers with paying bills via phone or online.
• Assists customers experiencing water outages or concerns about water quality.
• Explains information to the public including requirements of City Policies and Tucson City Code.
• Researches account inquiries for discrepancies and notates accounts as needed.
• Processes activations, terminations, and interruption of service.
• Verifies completeness and accuracy of transactions.
• Assists with high bill inquiries and payment adjustment eligibility.
• Calculates figures and amounts utilizing basic math.
• Processes payment plans and payment extensions for past due and delinquent accounts.
• Reviews customer billing accounts to ensure accuracy of application of payments.
• Return correspondence.
• Provides cashier support at various public water locations as needed.
• Receives, processes, and documents payments into the system.
• Maintains, balances, and audits payment reports, daily deposits and counts cashier drawer.
• Processes all City of Tucson collections of charges, licensing fees, and payments.
• Collects proper legal documentation necessary for service.
• Submits supply requests as needed.
• Performs all other duties and tasks as assigned.
• Participates in special divisional projects when offered.

Benefits

• The City of Tucson offers a generous benefits package for benefit-eligible positions.
• The comprehensive, flexible, and affordable coverage is designed to optimize health and well-being, security and future, and peace of mind.
• Benefits begin with medical, dental, vision, life, disability, and FSA coverage, surpassing your standard 401(k) program by offering a rich pension plan plus optional Roth and pretax deferred compensation savings.
• With your well-being in mind, our paid time off program provides new hires with 38 paid days off in the first year of employment, with time off increasing steadily in subsequent years.
• We offer twelve weeks of paid parental leave, paid tuition reimbursement, student loan repayment, off- and on-the-job training, and opportunities to forge connections with peers and the community through employee resource groups and paid volunteer hours.
• You can learn more about our benefits at https://www.tucsonaz.gov/Departments/Human-Resources/Employee-Benefit-Snapshot.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED