Customer Service Representative

YOUR FUTURE BEGINS HERE!

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.

• 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-ff 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 safeguard 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.

• Principles and practices of effective customer service.
• Operation of hand tools and equipment.

• 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.

• Interact with the public and provide professional customer service.
• Communicate clearly and respectfully with individuals from diverse backgrounds.
• and 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.

• 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.

• High School Diploma or GED Equivalent.
• Minimum of one year of experience in cash handling and customer service.

All required licenses and certifications must be maintained throughout employment.

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

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

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