Customer Service Representative

Job Summary

CITY OF KINGMAN

CUSTOMER SERVICE REPRESENTATIVE

KINGMAN UTILITY BILLING DEPARTMENT

MONDAY - THURSDAY 7:00AM - 6:00PM

$17.09 - $20.51/HOURLY

$35,547 - $42,661/ANNUALLY

(HIRE IN RANGE; DOQ)

Learn more about our Benefits & Wellness Incentives

APPLICATION MUST BE SUBMITTED BY 11/26/23 5:00PM

The City of Kingman is seeking an individual for a Customer Service Representative position. If you enjoy working with the public, then this position is for you! This position is on a four 10-hour day schedule, Monday through Thursday.

OVERVIEW

The City of Kingman is located in Mohave County approximately 100 miles southeast of Las Vegas and 195 miles northwest of Phoenix nestled between the beautiful Cerbat and Hualapai Mountain Ranges along historic Route 66. In 2019, Reader's Digest named Kingman one of the "Nicest Places in Arizona" for its thoughtful residents and spirit of generosity. In addition to its small-town look and feel, the area also offers a wide range of recreational activities that include hiking, bike and ATV trails, camping, golf, beautiful parks, historical attractions, nearby lakes, and the Colorado River. With more than 400 full and part-time employees across 30 divisions, the City of Kingman provides exceptional public services to over 30,000 residents. Our focus on high-quality customer service, safety, and teamwork underpins our efforts to foster an atmosphere where citizens and businesses can thrive.

For more information about the City of Kingman, please see our Open Finance Portal , Choose Kingman Economic Development page, and our Go Kingman tourism page for more information.

JOB DESCRIPTION
Performs a variety of customer service work involving cashiering and monitoring and updating customer accounts. Works directly with utility customers in resolving utility billing and licensing complaints and inquiries using an automated utility billing system. This position has continuous contact with the City's utility and business and animal license customers telephonically, via email, in person at service counter and performs general clerical functions to include cash receipts and collections.

SUPERVISION RECEIVED
Works under the general supervision of the Utility Billing Manager.

SUPERVISION EXERCISED
None

Minimum Qualifications/Special Requirements

EDUCATION & EXPERIENCE

• Graduation from high school or GED equivalent with specialized coursework in general office practices such as word processing, answering phones and database entry.
• One to two (1-2) years experience in utility customer service operation or equivalent experience.
• Cash handling and reconciliation experience preferred.
• Any combination of experience and training which demonstrates the knowledge and experience to perform the work.

SPECIAL REQUIREMENTS

• Valid Arizona Driver's License or ability to obtain within 6 months of hire.

Essential Functions

Essential Functions are not intended to be an exhaustive list of all responsibilities, duties and skills. They are intended to be accurate summaries of what the job classification involves and what is required to perform it.

• Serves and assists customers at service counter and on telephone in a professional and courteous manner; receives telephone calls and customer visits concerning utility billings and business and animal licenses; researches and resolves issues relating to the delivery of utility services; maintains customer account files.
• Pursues collection of delinquent utility accounts; prepares delinquent off and on service orders; establishes and monitors payment schedules; pursues recovery of bad debt.
• Receives and records payments; posts transactions to customer accounts; balances daily cash receipts.
• Processes service orders for utility disconnections, reconnections, new orders, and other service requests.
• Prepares corrected bills and appropriate billing adjustments and miscellaneous charges.
• Processes and sorts daily mail.
• Receives and routes incoming switchboard telephone calls.
• Processes residential and commercial customer requests, utility payments, address changes and service terminations for water, wastewater and sanitation services; processes business license applications, animal licenses and renewals.
• Assists customers with determining the services they need or referring them to the correct department.
• Interacts frequently with the public by phone, via email, and through service counter, resolving customer inquiries and/or complaints.
• Demonstrates considerable courtesy, 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 the Utility Billing Specialist or Utility Billing Manager.
• Performs general clerical functions in support of cash receipts and collections. Reconciles reports daily and verifies transactions for accuracy.
• Performs administrative duties such as updating various reports and records, updating information in the utility billing and business and animal licensing programs, preparing routine correspondence to customers concerning their accounts, and any other administrative duties as assigned.
• Responds to and resolves general inquiries and complaints from customers and other agencies regarding charges, delinquencies, refunds and services; Responds to complaint calls relating to policies and procedures; Creates and sends notifications to customers.
• Researches and prepares adjustments to accounts for incorrect billings; enters adjustments into billing systems as directed.
• Communicates effectively and acts in a professional manner with the public, co-workers, and work contacts.
• Regular attendance is an essential function of this job to ensure continuity.
• Performs all work duties and activities in accordance with City policies and procedures; follows safety policies and practices, works in a safe manner, and reports unsafe activity and conditions.

PERIPHERAL DUTIES

• Serves as a member of various employee committees.
• Performs other duties as required.

NECESSARY KNOWLEDGE, SKILLS AND ABILITIES
• Working knowledge of principles, practices and techniques of quality customer service.
• Ability to handle money appropriately and accurately for cash handling processes.
• Skill in the operation and care of standard office equipment including computer and related software applications.
• Basic knowledge of mathematics to perform computation accurately and quickly.
• Knowledge in recordkeeping principles and practices.
• Some knowledge of City operations, programs and activities; City's subdivisions and streets.
• Ability to prioritize work and multi-task while under pressure and/or with frequent interruptions.
• Ability to perform efficient and accurate data entry.
• Work independently and in a team environment to complete daily activities according to work schedule.
• Demonstrates proficiency when preparing documents, spreadsheets, databases, and email.
• Communication, interpersonal skills as applied to interaction with coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to receive work direction.
Miscellaneous

COMMITMENT TO SAFETY AND WELLNESS
It is the policy of the City of Kingman to ensure a safe, healthful workplace for all its employees. It requires that every person in the organization assumes the responsibility of individual and organizational safety. Injury and illness losses from incidents are costly and preventable. The City of Kingman will employ an effective accident and illness prevention program and a comprehensive wellness program that involves all its employees in the effort to eliminate workplace hazards and promote employee health and wellness. All employees are expected and encouraged to participate in safety and wellness program activities including the following: reporting hazards, unsafe work practices and accidents immediately to their supervisors or a safety committee representative; wearing required personal protective equipment; and participating in and supporting safety committee activities.

WORK ENVIRONMENT
The work environment characteristics attached to the job description are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

DISCLAIMER
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel in this position. This job description is subject to change as the needs and requirements of the position changes.

FIND YOUR REWARDING CAREER WITH US!
Personal Growth Opportunities ~ Meaningful and Challenging Work ~ Public Service
Community Spirit ~ Training and Development

2023-2024 Benefit Guide (PDF)

Health

• Excellent medical, dental and vision insurance.
  • Telemedicine available through BlueCare Anywhere for general medical and behavioral health.
• Flexible spending (FSA) or health savings accounts (HSA).
  • Employer contribution to HSA equivalent to 50% of plan-year deductible. This is currently $750 for Single Coverage and $1,500 for Family Coverage.
• Employer-paid group basic life insurance coverage for employee and dependents on medical plan.
  • Supplemental group insurance and third-party options available.
• Virgin Pulse, our comprehensive well-being platform designed to push you towardsgood health in mind, body and spirit.
  • Participation incentives with up to $300 redeemable annually.
• Work/Life support services through the SupportLincEmployee Assistance Program (EAP).
  • Six free counseling visits annually.

Leave

• 12 paid holidays , including a floating birthday holiday each year.
• 16-35 paid vacation days per year.
  • 6.15 hrs. 1-5 years; 7.69 hrs. 5-10 yrs.; 9.23 hrs. 10-15 yrs.; 10.77 hrs. 15+ yrs.
  • Shift fire personnel accrue leave at 1/3 more per pay period.

• 3.69 sick hrs per pay period (approx. 9-12 sick days per year).
  • Shift fire personnel accrue leave at 1/3 more per pay period.
  • Part-time/seasonal employees earn 1 hours of sick time for every 30 hours worked.

Other leave types available, including:

• 10 hours of Volunteer Time Off (VTO).
• Up to 5 days for bereavement.
• Jury Duty.
• Military Training, and more.

Leave donation program.
Financial

• Tuition reimbursement up to $4,500 annually.
• Shift differential pay (2nd & 3rd shift).
• Bonus Programs.
• Skill-based, Certification & Bilingual Pay.
• Clothing Allowance for Uniformed Personnel.

Recognition & Appreciation

• Quarterly Performance Conversations (TrakStar).
• Mission, Vision, Values (MVV) Excellence Awards.
• Safety Awards.
• Service Awards at 5, 10, 15, 20+ years of service.
• Biannual All-Employee BBQ Lunch.
• Annual Employee Pool Party.

Retirement

• City matching to AZ State Retirement System & Long Term Disability (ASRS).
• Additional retirement solutions available through optional third-party on pre-tax basis, including457-deferred compensation and Roth IRA.

Closing Date/Time: 11/26/2023 5:00 PM Arizona