Job Details

Customer Service Representative

Join one of the fastest-growing cities in Arizona and the youngest in Yuma County! Under general supervision of the Billing & Collections Supervisor and Manager, this position delivers front-counter customer service related to billing of utilities as well as of various other city programs including permits and licenses. Given the frequent interaction with the public, both in person and over the telephone, this role requires a high degree of professionalism, courtesy and tact.

As the Customer Service Representative, you will:

• Initiate and process service requests, including completing and submitting all necessary forms for new installations, changes of existing accounts, or termination of service.
• Communicate effectively with customers both verbally and in writing regarding procedures, policies, new service regulations, and service discontinuation process; billing inquiries including water, sewer, and solid waste rates, adjustments, credits, meter installations, meter readings, consumption issues, and other billing-related matters; and accepted payment methods.
• Utilize computer and billing software to establish new service accounts: access and update customer accounts including processing payments, entering data, making adjustments, updating account information, and creating or managing service requests and work orders.
• Payment Processing: Receive, process and record customer payments received in person, by phone, mail or drop box for utility bills and various city services including permit fees, and licenses. Ensure timely and accurate data entry for critical billing functions such as shut-off scheduling and penalty assessments. Follow established cash handling procedures and policies set by the Finance Department and reconciles cash drawer daily to verify all payments against system reports.
• Review customer accounts to verify balances and charges; make decisions to correct billing errors within designated authority; submit adjustment requests, refunds, corrections for billing errors, or billing for missed charges to the Accounting Specialist.
• Process termination of utility services by creating work orders to open or close accounts for new customers, moving-outs, delinquent accounts, or defaults on payment plans.
• Maintain and safeguards customer utility records, including contracts, correspondence, and personal information, ensuring confidentiality and compliance with state record retention and disposal guidelines.
• Ensure compliance with departmental standards, policies, resolutions, and ordinances.
• Prepare and process incoming and outgoing customer correspondence by researching records and files to gather information related to specific inquiries, complaints, or other service-related requests.
• Coordinate field service activities by working closely with field personnel and other relevant departments to ensure timely and accurate delivery of service.
• Provide customer service for special water districts, including processing water conversion applications, coordinating with water users' associations, managing property liens, and collecting related dues or loan payments.
• Assist with managing office inventory and equipment needs, including ordering supplies and coordinating repairs or replacements. Prepare and distributes reports as requested by other departments.
• Perform other related duties as assigned.

Ideal Candidate

Will possess knowledge of:

• Principles and practices of effective customer service.
• Cash handling and accounting practices.
• Thorough knowledge of modern office procedures and practices, equipment, standard clerical techniques, filing, and records maintenance.
• Business English, spelling, grammar, punctuation, and arithmetic calculations.
• Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook) and billing related software.

Have the ability to:

• Interact with the public and provide professional customer service.
• Communicate clearly and respectfully with individuals from diverse backgrounds.
• Maintain effective working relationships and communicate effectively.
• Work both independently and as part of a collaborative team.
• Speak, write, and understand English.
• Successfully pass an extensive background check.

Be skilled in:

• Use of Microsoft Office Suite-Office 365 (Word, Excel, Powerpoint, Publisher, Outlook, Teams, etc.)
• Performing basic arithmetic calculations, including addition, subtraction, multiplication, division, fractions, and percentages.
• Utilizing software relevant to billing and collections including spreadsheet creation and management.

Minimum Requirements

Education, Training and Experience:

• High School Diploma or GED Equivalent, AND Minimum of one year of experience in cash handling and customer service; OR Equivalent combination of education, training, and experience

Licenses and Certifications:

• A valid Arizona Driver's License at the time of appointment.

Special Requirements:

• Residency in the United States and within 25 miles of the City of San Luis.

Desired/Preferred:

• Bilingual in Spanish.
• San Luis residency.
• Governmental experience.

Supplemental Information

Physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this job, the employee is regularly required to sit, walk and stand; talk and hear; use hands to finger, handle, feel or operate objects, tools or controls; reach with hands and arms; and perform repetitive movements of hands or wrists. The employee is frequently required to lift up to 30 pounds unaided. Employees must be physically capable of operating City vehicles, for job-related purposes, safely. Specific vision abilities required for this job include close vision and the ability to adjust focus.

Mental Demands

While performing the duties of this class, an employee uses written and oral communication skills; reads and interprets data, information, and documents; analyzes and solves problems; uses math and mathematical reasoning; performs highly detailed work; deals with multiple concurrent tasks; and interacts with others encountered in the course of work, including frequent contact with customers and/or the public and dissatisfied/abusive individuals.

Work Environment

The employee works in an office environment where the noise level is usually quiet. Certain positions within the classification may require availability to work flexible schedule.