Contact Center Customer Care Specialist I

Contact Center Customer Care Specialist I

This recruitment will be used to establish an eligible list for possible full-time and part-time future vacancies in the Contact Center. This position is currently teleworking. To be considered eligible for this recruitment, your application MUST demonstrate all of the following:

• Any combination of training, education, and experience equivalent to graduation from high school or GED.
• Four years of full-time employment in customer service work with at least two of the four years answering phone calls.

A Contact Center Customer Care Specialist I is responsible for dealing directly with the public, both by telephone and via electronic mail, to process service requests; and calculate and receive, tabulate, and balance various payments and/or fees. Employees in this class perform a wide variety of responsible public contact tasks involving journey-level cashiering and/or clerical procedures to provide utility services to customers. Duties include: explaining and interpreting City ordinances, policies, and procedures; billing, collecting, and processing utility service requests (electric, gas, water, wastewater, solid waste, irrigation, and hydrant meters); receiving and posting payments for utility accounts, return checks, and late fees; making payment arrangements; providing information on pricing of rates and fees; educating customers on conservation tips; assisting customers in the use of the City website and resetting of passwords; verifying customer identities and retrieving credit reports from a Credit Reporting Agency when necessary; and processing changes to accounts such as address and due date changes. Setting up customers on City offered programs such as Select-due-Date, Budget Billing, Electronic Notification Billing, and SurePay. This classification works with Field Utility Service Specialists and the Utility Control Center to track the status of utility service orders. This includes: communicating with the Field Utility Service Specialists regarding their progress and status; notifying Specialists of a New Sign move-in; and notating service orders or accounts with any updates from the field. Employees in this classification may progress by noncompetitive promotion to the Contact Center Customer Care Specialist II class after successful completion of at least one year as a Contact Center Customer Care Specialist I, meeting the specific criteria-based promotion requirements, and meeting the minimum qualifications of the Contact Center Customer Care Specialist II classification.

The public contact component of this classification involves: explaining and/or interpreting the City's policies and procedures relevant to the employee's work unit, answering complex questions, and resolving customer and/or citizen problems and complaints. This includes interacting with citizens who are often angry, confused, and/or hostile. Employees in this class are expected to perform day-to-day activities independently within established guidelines and procedures under general supervision. This class is distinguished from other clerical classes with a significant public contact component by the interpretive or procedural nature of the information provided and by the nature (at times tense and unpleasant or confrontational) of the circumstances of the contact. This class is distinguished from the higher-level Contact Center Customer Care Specialist II class by the greater degree of independent judgment in handling day-to-day decisions and in the lower amount of direct supervision received by the latter. This class is FLSA nonexempt. This class will be required to meet scheduling and attendance requirements.

Employee Values: All employees of the City of Mesa are expected to uphold and exhibit the City's shared employee values of Knowledge, Respect, and Integrity. Minimum Qualifications Required. Any combination of training, education, and experience equivalent to graduation from high school or GED. Four years of full-time employment in customer service work with at least two of the four years answering phone calls. Good (1-3 years) experience operating a personal computer (PC) and word processing software. Preferred/Desirable Qualifications. Experience handling electronic payment transactions preferred. Public contact and/or public utility experience is highly desirable. Experience working in a call center or answering a high volume of calls is preferred.