Customer Service Representative 1

Job Title This position has frequent contact with the City's utility customers by phone and through counter duty resolving customer inquiries and/or complaints. This position performs general clerical and accounting functions that applies basic principles of accounting in support of accounting systems for assigned areas of function such as accounts receivable, cash receipts, and collections. The ideal candidate demonstrates strong customer service skills and a commitment to providing timely, accurate, and courteous assistance to the community. This individual effectively serves customers in person, by phone, and through email, offering clear explanations of utility accounts, billing information, service orders, payment options, and online account access. The ideal candidate is able to manage multiple customer needs at once, respond professionally in high-volume or time-sensitive situations, and support residents with resolving issues such as high consumption concerns, account discrepancies, and service inquiries. A high level of professionalism, communication, and public-service orientation is essential in this role. The ideal candidate also possesses the technical and administrative skills needed to support daily utility operations. This includes accurately processing payments, maintaining balanced and error-free work, creating and updating utility accounts, completing service orders, and ensuring required forms and documentation are handled in a timely manner. The candidate is comfortable learning and navigating multiple software platforms, following established procedures and city policies, and completing required training to build comprehensive knowledge of the utility system. This individual is organized, detail-oriented, and committed to supporting both customers and internal team members to ensure efficient and effective service delivery. At the City of Goodyear, you will be a part of an organization that values its employees as its greatest asset. You will become part of a dedicated team of professionals that are committed to build and maintain a highly engaged workforce. You will be challenged to learn and grow in an environment that values employee development and career-building. You will thrive in a culture of innovation. We believe that successful employees are those that possess these six core values: Adaptability - Integrity - Initiative - Empathy - Optimism Innovation Only a limited number of the most qualified applicants meeting the City's requirements will be invited for an interview. The examination process for this position will consist of a panel interview. All communication regarding application status and interview notifications will be sent via email- please monitor your junk/spam email for communication as it will come from a system generated source. Essential Functions This information is intended to be descriptive of the key responsibilities of the position. The following functions do not identify all duties performed by the incumbent. Other duties and responsibilities will be performed as assigned. Processes customer requests, utility payments, address changes, new account applications, and service terminations through the Internet or in person for water, wastewater and sanitation services. Assists customers with determining the services they need or referring them to the correct department. Interacts frequently with the public by phone and through counter duty resolving customer inquiries and/or complaints. Demonstrates considerable tact and persuasion when dealing with customers who may become irate or distraught. Effectively and courteously communicates with the public both verbally and in writing. Works independently, referring very difficult or complex cases to a Customer Service Representative II or the Customer Service Supervisor. Balances daily cash receipts to monies received and prepares daily recap. Performs general clerical and accounting functions in support of accounting systems for assigned areas of function such as accounts receivable, cash receipts, and collections. Reconcile reports (Click-2-Gov, IVR & Paymode) daily. Verifies transactions for accuracy. Performs administrative duties such as updating various reports and records, updating information in HTE, preparing routine correspondence to customers concerning their accounts, and any other administrative duties as assigned. Receives payments from the public for Community Facilities District assessments. Acts as a backup to the Customer Service Advocate by staffing the City Hall lobby front desk as needed. Requirements Formal Education/Knowledge: Work requires knowledge necessary to understand basic operational, technical, or office processes. Level of knowledge equivalent to four years of high school or equivalency. Experience: No experience required. Certifications and Other Requirements: None Reading: Work requires the ability to read and comprehend complex written documents such as administrative guidelines, accounting guidelines, and various legal agreements. Math: Work requires the ability to perform general math calculations rapidly and accurately such as addition, subtraction, multiplication, and division. Ability to calculate and apply percentages, decimals and fractions is also required. Writing: Work requires the ability to produce written documents with clearly organized thoughts using proper English sentence structure, punctuation, and grammar. Managerial: Job has no responsibility for the direction or supervision of others but may provide advice/direction to an employee with less experience/skill or tenure. Policy/Decision Making: Moderate - The employee normally performs the duty assignment after receiving detailed instructions as to methods, procedures, and desired end results with little room for deviation. The immediate supervisor may, at times, provide close and constant review. Technical Skills: Limited Application - Work requires the use of standard technical skills appropriate to the work environment of the organization. Limited analysis and independent thinking is utilized. Interpersonal/Human Relations Skills: High - In addition to the sharing of information, interactions at this level may also include providing advice to others outside direct reporting relationships on specific problems or general policies/procedures. In many of the interactions, contacts may require the consideration of different points of view to reach agreement. Elements of persuasion may be necessary to gain cooperation and acceptance of ideas. 12 Month Objectives General Knowledge Read all SOPs for the Customer Service section. Become familiar with personnel policies and procedures manual. Complete all annual required City training sessions. Payment Processing Demonstrate proficiency in processing all payment types in Tyler Cashiering and Munis. Balance your daily batch without errors or misapplied payments. Process daily payment reports without errors or misapplied payments. Process mail-in payments through Creditron software and upload to Munis. Account Management Set up new utility customer accounts and create appropriate service orders. Stop utility accounts and create appropriate service orders. Add miscellaneous fees to an account. Submit bill adjustments. Create and send service orders to the appropriate division. TP Admin & RA Admin Balance batches. Address a reconciliation. De-enroll a customer from automatic payments. Account Inquiry Identify all payments on an account, tender types, and payment methods. Identify services on the account. Identify last 3 bills and amounts for each service. Explain winter quarter average and how it is derived. Identify a customer's winter quarter average. Identify the type of account. Identify if a customer/business is on e-Bill and set them up. Identify customer's account alert preferences and set them up. Customer Interaction Respond to inquiries in person, over the phone, and by email. Assist customers with registering and linking an account in Utilities Access (UA). Identify if a customer is enrolled in EFT or UA automatic payments and explain the difference. Additional Tasks Identify container sizes, sanitation route, and bulk trash day. Attach documents in Tyler Content Manager. Identify attached documents in Tyler Content Manager. Handle a high consumption call, submit a visit on the calendar, and create the proper service order. Identify and complete open 311 requests by creating the correct service order and closing out the request. Identify the type and size of meter on an account. Identify if a customer is registered in Utilities Access (UA). Complete all necessary forms and filing on a timely basis. Identify all training requirements to become proficient in the