Customer Service Representative Jobs

Job Summary

CITY OF KINGMAN

Customer Service Representative

KINGMAN UTILITY BILLING DEPARTMENT

$17.09 - $20.51/HOUR (Hire in Range; DOQ)

The City of Kingman is seeking an individual for a Customer Service Representative position. If you enjoy working with the public, then this position is for you! This position is on a four 10-hour day schedule, Monday through Thursday.

Overview

The City of Kingman is located in Mohave County approximately 100 miles southeast of Las Vegas and 195 miles northwest of Phoenix nestled between the beautiful Cerbat and Hualapai mountain ranges along historic Route 66. In 2019, Reader’s Digest named Kingman one of the “Nicest Places in Arizona” for its thoughtful residents and spirit of generosity. In addition to its small-town look and feel, the area also offers a wide range of recreational activities that include hiking, bike and ATV trails, camping, golf, beautiful parks, historical attractions, nearby lakes and the Colorado River.

With more than 400 full and part-time employees across 30 divisions, the City of Kingman provides exceptional public services to over 30,000 residents. Our focus on high-quality customer service, safety and teamwork underpins our efforts to foster an atmosphere where citizens and businesses can thrive.

The City of Kingman Department of Economic Development launched its newly-updated website, www.ChooseKingman.com , with a new design and enhanced features. The site is one part of ongoing efforts and commitment to ensure the support of Kingman’s growing economy, with continued resources and materials that are readily available and widely circulated.

Please see our fiscal year 2022-2023 Budget Book and our Go Kingman page for more information.

Performs a variety of customer service work involving cashiering and monitoring and updating customer accounts. Works directly with utility customers in resolving utility billing and licensing complaints and inquiries using an automated utility billing system. This position has continuous contact with the City's utility and business and animal license customers telephonically, via email, in person at service counter and performs general clerical functions to include cash receipts and collections.

SCHEDULE

Monday-Thursday, 7:00 am to 6:00 pm (Friday, Saturday, Sunday off)

SUPERVISION RECEIVED

Works under the general supervision of the Utility Billing Manager.

SUPERVISION EXERCISED

None

Minimum Qualifications/Special Requirements

EDUCATION & EXPERIENCE

• One to two (1-2) years experience in utility customer service operation or equivalent experience.
• Cash handling and reconciliation experience preferred.
• Any combination of experience and training which demonstrates the knowledge and experience to perform the work.
• Graduation from high school or GED equivalent with specialized coursework in general office practices such as word processing, answering phones and database entry.

Special Requirements

• Valid Arizona Driver's License or ability to obtain within 6 months of hire.

Essential Functions

Essential Functions are not intended to be an exhaustive list of all responsibilities, duties and skills. They are intended to be accurate summaries of what the job classification involves and what is required to perform it.

• Receives and routes incoming switchboard telephone calls.
• Responds to and resolves general inquiries and complaints from customers and other agencies regarding charges, delinquencies, refunds and services; Responds to complaint calls relating to policies and procedures; Creates and sends notifications to customers.
• Effectively and courteously communicates with the public both verbally and in writing.
• Serves and assists customers at service counter and on telephone in a professional and courteous manner; receives telephone calls and customer visits concerning utility billings and business and animal licenses; researches and resolves issues relating to the delivery of utility services; maintains customer account files.
• Interacts frequently with the public by phone, via email, and through service counter, resolving customer inquiries and/or complaints.
• Researches and prepares adjustments to accounts for incorrect billings; enters adjustments into billing systems as directed.
• Assists customers with determining the services they need or referring them to the correct department.
• Regular attendance is an essential function of this job to ensure continuity.
• Demonstrates considerable courtesy, tact and persuasion when dealing with customers who may become irate or distraught.
• Performs administrative duties such as updating various reports and records, updating information in the utility billing and business and animal licensing programs, preparing routine correspondence to customers concerning their accounts, and any other administrative duties as assigned.
• Communicates effectively and acts in a professional manner with the public, co-workers, and work contacts.
• Performs all work duties and activities in accordance with City policies and procedures; follows safety policies and practices, works in a safe manner, and reports unsafe activity and conditions.
• Receives and records payments; posts transactions to customer accounts; balances daily cash receipts.
• Processes residential and commercial customer requests, utility payments, address changes and service terminations for water, wastewater and sanitation services; processes business license applications, animal licenses and renewals.
• Processes service orders for utility disconnections, reconnections, new orders, and other service requests.
• Performs general clerical functions in support of cash receipts and collections. Reconciles reports daily and verifies transactions for accuracy.
• Processes and sorts daily mail.
• Works independently, referring very difficult or complex cases to the Utility Billing Specialist or Utility Billing Manager.
• Pursues collection of delinquent utility accounts; prepares delinquent off and on service orders; establishes and monitors payment schedules; pursues recovery of bad debt.
• Prepares corrected bills and appropriate billing adjustments and miscellaneous charges.

PERIPHERAL DUTIES

• Serves as a member of various employee committees.
• Performs other duties as required.

Miscellaneous

COMMITMENT TO SAFETY AND WELLNESS

It is the policy of the City of Kingman to ensure a safe, healthful workplace for all its employees. It requires that every person in the organization assumes the responsibility of individual and organizational safety. Injury and illness losses from incidents are costly and preventable. The City of Kingman will employ an effective accident and illness prevention program and a comprehensive wellness program that involves all its employees in the effort to eliminate workplace hazards and promote employee health and wellness. All employees are expected and encouraged to participate in safety and wellness program activities including the following: reporting hazards, unsafe work practices and accidents immediately to their supervisors or a safety committee representative; wearing required personal protective equipment; and participating in and supporting safety committee activities.

WORK ENVIRONMENT

The work environment characteristics attached to the job description are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel in this position. This job description is subject to change as the needs and requirements of the position changes.

FIND YOUR REWARDING CAREER WITH US!

Personal Growth Opportunities ~ Meaningful and Challenging Work ~ Public Service

Community Spirit ~ Training and Development

Outstanding Retirement

Arizona State Retirement System

Generous Paid Time Off

12 Holidays per year

12 Sick Days per year

10 hours of Volunteer Time Off (VTO) annually

20 Vacation Days per year, increases to 35 Days

Full-Time new hire employees accrue 6.15 hours per pay period up to a max of 160 hours

Medical/Dental/Vision/Wellness/Life Insurance

A robust wellness program with participation incentives, including up to $200 redeemable annually. The program includes more than a dozen on-site wellness screenings and challenges.

First-in-class medical, dental and vision benefits with premiums and out-of-pocket maximums that out-compete most local employers. If you elect the High-Deductible Health Plan, we contribute up to $700 - $1400 to your Health Savings Account annually dependent on coverage level.

• EPO orHDHPwith Employer Contributing Health Savings Account
• Flexible Spending Accounts
• Fun Challenges for all fitness levels
• Recognition programs for customer service and safety, including the opportunity for cash bonuses.
• Free On-Site Health Screenings, Promotions & Incentives
• Tuition Assistance reimbursable up to $4,500 annually
• Affordable employee dependent coverage

Closing Date/Time: 7/17/2023 5:00 PM Arizona