Customer Service Representative

If you thrive on helping people and keeping things organized, this role is for you! As the face of City Hall, you will guide residents, manage inquiries, coordinate services, and support essential city operations in a highly visible front-desk environment. This position is primarily Monday - Friday, 8am - 5pm.

GENERAL PURPOSE

Provide support by delivering courteous, efficient, and informed service to residents, visitors, and callers. This position performs a wide range of customer service and administrative duties, including processing payments, responding to inquiries, coordinating sanitation service requests, and assisting with fleet scheduling. The role ensures a welcoming, professional, and well-organized front-office environment while supporting daily departmental operations through accurate recordkeeping, effective communication, and reliable administrative assistance.

SUPERVISION RECEIVED

Works under the general supervision of the Purchasing Agent.

SUPERVISION EXERCISED

Job has no responsibility for the direction or supervision of others. Receives the public and answers questions; responds to inquiries from employees, citizens and others and refers, when necessary to appropriate persons. Communicates politely and effectively with residents, vendors, customers and other employees. Receives and distributes mail and packages to appropriate persons. Answers inquiries or directs phone calls to appropriate parties throughout the City. Coordinates customer service and service provision with contracted sanitation provider. Provides contracted sanitation provider with new, canceled, and customer complaints on a daily basis. Provides customer service to walk-in and telephone customers; receives payments via credit card; directs customers and/or callers to appropriate internal individuals; answers routine questions and provides customers with requested forms, information, and/or paperwork Assists the Utility Billing Clerk with shut off for non-payment process; address changes, noting utility accounts with undeliverable mail; and services orders. Maintains log for trash services; troubleshoots trash collection issues, educates residents on trash and recycle collecting procedures and policies. Communicates with staff, trash/recycling company, and residents on issues and/or changes with collection services. Maintains city fleet vehicles, i.e. reserving cars for employees; routine maintenance scheduling, fueling, and car washes as needed and communicates to supervisor when repairs are required. Maintains a clean and organized work area. Maintain the office supply stock. Order, receive and stock the supply room when needed. This includes requests made from co-workers and special orders. Performs all duties in strict compliance with appropriate safety and security standards. Ensures all applicable safety and health rules and regulations are followed. Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service. Participates in the accomplishment of organizational, departmental and workgroup goals and objectives Provide Notary Services as needed. Performs other duties of a similar nature or level as assigned

Education and Experience:

Graduation from high school or GED equivalent; and One (1) year of general office or receptionist experience; or Any equivalent combination of education and experience.

Necessary Knowledge, Skills and Abilities:

Knowledge of computers, computerized accounting systems and electronic data processing; Office practices and procedures; and Skill in entering, adjusting and retrieving data using a computer; and The ability to communicate effectively both verbally and in writing, establish/maintain successful working relationships, work under pressure with frequent interruptions and with upset customers. Conflict Resolution, listening, multi-tasking, promoting process improvement, problem solving, thoroughness, quality focus Valid Arizona Drivers License or ability to obtain within six (6) months of employment Must be bondable

TOOLS AND EQUIPMENT USED

Personal computer, including Microsoft office word, access, power point, excel and outlook; financial software systems; calculator, phone, copy and fax machines.