Customer Service Representative - Water Services

The City of Phoenix Water Services Department (WSD), one of the nation's largest potable water utilities, treats and delivers safe, reliable drinking water to 1.5 million customers across approximately 540 square miles. Phoenix Water Services also manages the sewer collection system and treats wastewater for 2.5 million residents in metropolitan Phoenix.

WSD's Customer Services Division is seeking dedicated full-time Customer Service Representatives (CSR) for our Customer Contact Center. As the first point of contact for many residents, CSRs play a key role in addressing and resolving questions related to water services.

Responsibilities include assisting customers with starting or stopping water service, explaining and verifying billing charges, processing bill adjustments, and issuing fieldwork orders when needed. CSRs also review billing system information and coordinate with field staff to resolve customer billing concerns.

If you have strong communication skills, solid computer navigation abilities, and a passion for helping customers, we encourage you to apply!

• Excellent verbal communication skills and a desire to effectively listen and resolve customer concerns.
• Commitment to continuous improvement, collaborative teamwork, and excellent customer service.
• Ability to handle complex customer service requests.
• Ability to multi-task in a fast-paced environment and remain in a sitting position for extended periods of time.
• Proficiency in navigating computer programs and database systems.
• Proficiency in Microsoft Office applications.

Pay Range: $21.97 to $32.46 per hour.

Hiring Range: $21.97 to $25.43 per hour.

• Pay range is the entire compensation range for the position classification.
• Hiring range is an estimate of where you can receive an offer. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, education, licenses, training, and internal equity.

A comprehensive benefits package is offered which includes:

• Traditional pension with employer and employee contributions,  for more details:
  Pension Information.
• 401(a) and 457 plans with employer contributions.
• Choice of generous medical HMO, PPO, or HSA/HDHP plans.
• Medical enrollment includes a monthly $150 City contribution to a Post-Employment Health Plan.
• Wellness incentive of up to $720 annually.
• Dental, vision, and life insurance options.
• Employer paid long-term disability.
• Free Bus/light rail pass.
• Tuition reimbursement program up to $6,500 per year.
• Paid time off includes 13.5 paid holidays, 12 vacation days, and 15 sick days and personal leave days.
• Paid Parental Leave for eligible employees up to 480 hours (12 weeks) of paid leave for the birth, adoption, or foster care placement of a child during a 12-month period.
• Federal Student Loan Forgiveness offered through Savi.

• One year of customer service experience in a large customer call center.
• All finalists for positions are subject to a criminal background check applicable to the department or position.
• For information regarding pre-screening and driving positions, .
• The City job description can be found here.

• Candidates who successfully apply will be required to complete the online OPAC.
• No action is required at the time of application. Candidates selected to move forward will receive an email invitation to complete the assessment after the recruitment closes.
• Candidates will need access to a calculator and a headset or headphones with audio capability to complete the assessment. If you are in need of computer resources,  to explore free options.
• Additional instructions and testing…