Customer Service Representative

The City Of Glendale's Generous Benefits Package Includes

Leave Accruals

• Vacation: 17 days annually, up to 24 days annually based on years of service
• Holidays: 11 paid holidays per year
• Sick Leave: 14 days per year
  
  

Retirement- Arizona State Retirement System

• Mandatory employee contributions of 12.27% are matched by the City.
  
  

Medical

• Three options administered by Blue Cross Blue Shield Arizona. Â The city contributes $2,000 annually to Health Savings Account when high deductible health plan is selected.
• Healthcare Cost Reduction incentives up to $360/year are available to participating employees.
• Comprehensive Employee Wellness Program.
  
  

Dental

• Two options administered by Delta Dental
  
  

Vision

• Administered by United Healthcare
  
  

Life

• City paid life insurance equal to annual salary rounded to nearest thousand.
  
  

Provides customer service assistance to all utility billing and sales tax customers in a high volume phone and walk-in environment. Ensures business are in compliance with business license and sales tax requirements.

• Provides customer information, responds and resolves difficult and sensitive inquiries and concerns from citizens and other agencies regarding charges, delinquencies, refunds and services for water, sewer and sanitation services both on the phones and all walk-in customers; responds verbally or in writing to complaints relating to billing policies and procedures.
• Handles new customer accounts by accepting applications for utility services and sales tax and/or business licenses; reviews applications for accuracy and completeness; processes new accounts and updates the system.
• Analyzes and educates customers in the areas of sales tax, water consumption, sewer calculations and troubleshoots high usage complaints.
• Analyzes customer account information for payment options, payment arrangements on delinquent utility accounts.
• Accepts and processes utility payments over the phone and utility, sales tax and miscellaneous receipts in person.
• Open and closes utility accounts and prepares appropriate work orders for the Field Customer Service department.
• Researches municipal billing or sales tax databases to obtain account information for billing discrepancies, proper payment posting or determining action to be taken on delinquent accounts and submits required miscellaneous, financial adjustments.Â
• Reviews and inputs business license applications and statement of accounts which include a high volume of data entry.
• Provides taxpayer information to audit staff for possible audit leads.
• Receives deposits, counts and verifies totals, enters into iNovah cash receipts system, prepares treasurers receipts and prepares deposits for various city accounts; posts cash receipts from internal and external sources into iNovah cash receipts system.
• Balances cash drawer; prepares and reconciles daily deposits, cash and fund-department-account entry; prepares deposit for armored car transport; may also include processing waste disposal transactions, processing and scanning utility billing and sales tax remittances and batch balancing.
• May assist with training of new employees, and cross trains in equivalent areas of the department.
• Regular and predictable on-site attendance required.
• Performs other related duties as assigned.
  
  

Two years of customer service experience involving financial transactions including face-to-face customer contact and working in a high volume call center.

Knowledge of

City licensing ordinances, City and State tax codes

General business operation, accounting and municipal billing systems

Customer service principles

Relational data base systems

Use of personal computers and various software applications

Modern office practices, procedures and equipment

Ability to

Interpret and apply codes statutes and policies and procedures

Effectively communicate verbally and in writing

Influence, negotiate and defuse difficult situations

Use tact and discretion when dealing with the public

Establish and maintain effective working relationships with businesses, City staff and the public

Exercise judgment in prioritizing and processing payment transactions

Prepare and maintain complete and accurate financial records and files

Make mathematics calculations with speed and accuracy

Follow oral and written instructions and standing procedures

Any equivalent combination of training and experience that provides the required knowledge, skills and abilities is qualifying.

Success Factor Classification Level - Foundational

 Success FactorsDefinitionsClassification LevelsPersonal Accountability & IntegrityTakes personal responsibility for the quality and timeliness of work and in complying with organizational rules, policies and procedures. Earns others' trust and respect through consistent honesty and professionalism.Foundational, Professional/Supervisory, Managerial, ExecutivesTeambuilding & Collaborative RelationshipsInspires and fosters team commitment, spirit, pride and trust; develops cooperative working relationships with others.Foundational, Professional/Supervisory, Managerial, ExecutivesEffective CommunicationConveys information respectfully, credibly, and effectively.Foundational, Professional/Supervisory, Managerial, ExecutivesContinuous Learning & DevelopmentAssesses and recognizes own strengths and weaknesses; takes initiative in pursuing self-development and learning to expand skills and increase knowledge.Foundational, Professional/Supervisory, Managerial, ExecutivesCommitment to Service ExcellenceStrives to excel in meeting the needs of both internal and external customers in a fair and equitable manner. Delivers high-quality services with a commitment to continuous improvement.Foundational, Professional/Supervisory, Managerial, ExecutivesInnovationApplies original thinking in approach to job responsibilities and to improve processes, methods, systems or services.Foundational, Professional/Supervisory, Managerial, ExecutivesWorking Conditions

Office setting. Work may involve extensive standing

Exposure to hostile, irate, and sometimes threatening individuals over compliance issues in a fast paced environment

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