Customer Service Representative

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.

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.
• Pe…