Call Center Representative - Neighborhood Services Department

The Neighborhood Services Department (NSD) is dedicated to making Phoenix a community of desirable neighborhoods and helping residents to access critical services and resources. To achieve these goals, NSD administers several programs that preserve, enhance, and engage communities across the City.

Neighborhood Maintenance Call Center Representatives are responsible for providing technical information of violations relating to zoning, property maintenance, environmental safety, and housing safety to the public to process complaints, case histories, case management reports, and other code compliance related projects. Neighborhood Maintenance Call Center Representatives are committed to professionally managing incoming customer requests and ensure concerns are resolved promptly and thoroughly.

Neighborhood Maintenance Call Center Representatives must possess strong customer service skills and the ability to multitask in a fast-paced, high-volume public service and call center environment along with handling multi-phone lines. The position may provide administrative support to the department through front counter duties, which include working directly with a high volume of customers on the phone and in person, conducting inquiries, performing data entry, handling mail, office supply ordering, and other miscellaneous duties within the detail.

General responsibilities include but are not limited to:

• Multi-tasking administrative duties while answering calls.
• Communicating technical, procedural, or policy information to the public.
• Experience using Microsoft Word and Excel and a case management software application.
• Customer service in researching and resolving customer concerns.
• Dealing with difficult and/or irate customers in a customer service environment.
• Proofing and auditing documents for accuracy.

This position is fully remote and scheduled to work Tuesday - Saturday from 8:00 a.m. - 5:00 p.m.

• Ability to work independently in a fast-paced environment.
• Ability to deal with difficult customers.
• Ability to communicate in Spanish.
• Ability to sit or stand for an extended period of time.
• Ability to handle multiline telephone systems.

$16.52 (minimum) - $24.11 (maximum) hourly / $34,361.60 - $50,148.80 annually.

A comprehensive benefits package is offered which includes:

• Traditional pension with employer and employee contributions, click here for more details: Pension Information
• Free Bus/light rail pass
• Choice of generous medical HMO, PPO, or HSA/HDHP plans
• Paid Parental Leave for eligible employees up to 480 hours (12 weeks) of paid leave for the birth, adoption, or foster care placement of a child during a 12-month period
• Paid time off includes 12.5 paid holidays, 12 vacation days, and 15 sick days and personal leave days
• Employer paid long-term disability
• Dental, vision, and life insurance options
• Tuition reimbursement program up to $6,500 per year
• Federal Student Loan Forgiveness offered through Savi
• Medical enrollment includes a monthly $150 City contribution to a Post-Employment Health Plan
• Wellness incentive of up to $720 annually
• 401(a) and 457 plans with employer contributions

For more details, visit: Unit 003 Benefits

• One year of experience in public contact activities relating to ordinance and regulation enforcement.
• For information regarding pre-screening and driving positions, click here.
• All finalists for positions are subject to a criminal background check applicable to the department or position.
• Other combinations of experience and education that meet the minimum requirements may be substituted.
• The City job description can be found here.

The minimum qualifications listed above, plus:

• More than two years of experience communicating regulation, procedural, or policy information in a fast-paced customer service oriented environment.
• Must be willing to work fully remote Tuesday - Saturday from 8:00 AM - 5:00 PM.
• Proficient in Microsoft Word and Excel.

Recruitment closes April 26, 2023. All materials must be received by 11:59 p.m. on this date.

This is a position-based recruitment and generates a one time use only list. Once interviews are conducted and candidates are selected, this job posting will be considered closed and candidates will no longer be in consideration for the position applied for. This posting will not result in any ongoing eligibility list.

Apply online by completing the required information and attaching, as one document, your cover letter and resume. Please include your experience as it relates to the qualifications stated above. Only the highest qualified may be posted to the eligible to hire list. The results of the resume screening process will be sent to your primary email address.

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Neighborhood Maint Tech I, JC:60630, ID# 49752, 04/12/2023, USM, LW, Benefits: 003

Building the Phoenix of tomorrow.

City of Phoenix is an equal opportunity employer. AmeriCorps, Peace Corps, and other national service alumni who meet the required qualifications are encouraged to apply.

Keywords: #remote, #telework, #workfromhome