SUMMARY Incumbents provide customer service assistance to residents, staff and the general public for utility billing, public works requests, and other city services in a high volume phone or walk-in environment. Incumbents process and create service orders for various City services, provide explanations and interpretations of City ordinances, policies, and procedures related to assigned area. Incumbents perform complex data entry in response to customer requests for services, analyze data to determine issues with customer billing, compile reports, create customer correspondence, conduct research, and perform basic quantitative quality assurance reviews. EDUCATION and/or

EXPERIENCE

High school diploma or GED, and two years of customer service experience, preferably in a high-volume call center sufficient to successfully perform the essential duties of the job such as those listed above. Additional education cannot be substituted for experience.

CERTIFICATIONS, LICENSES, REGISTRATIONS

None

SELECTION PROCESS

Applicants whose education, training and experience most closely meet the needs of the position may be invited to participate in a selection process to include a panel interview. Successful candidates will receive a post-offer, pre-employment background screening to include: Criminal Background Screening Education & Experience Verification E-Verify Fingerprinting The City of Surprise is an EEO/ADA reasonable accommodation employer. The City of Surprise offers a broad range of inclusive employee benefits to help employees in their work and personal lives. We are committed to a total rewards strategy that provides our employees with competitive compensation, generous benefits, and an environment that supports a healthy work/life balance for our diverse workforce. Our comprehensive benefits package includes health coverage, retirement, and a variety of work/life programs, including generous paid time off and twelve holidays. For additional benefit information,