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Contact Center Customer Care Specialist I - PT ID-11078

Description/Duties

This recruitment will be used to fill one (1) current part-time vacancy.  This recruitment will also establish an eligible list for possible part-time future vacancies in the Contact Center.  This position is currently teleworking.  

This position has been designated as a non-classified, non-merit system, at-will position with benefits. 

To be considered eligible for this recruitment, your application MUST demonstrate all of the following:

  • Any combination of training, education, and experience equivalent to graduation from high school or GED;
  • Four years of full-time employment in customer service work with at least two of the four years answering phone calls. 

A Contact Center Customer Care Specialist I is responsible for dealing directly with the public, both by telephone and via electronic mail, to process service requests, calculate and receive, tabulate, and balance various payments and/or fees.  Employees in this class perform a wide variety of responsible public contact tasks involving journey-level cashiering and/or clerical procedures to provide utility services to customers.  Duties include:  explaining and interpreting City ordinances, policies, and procedures; billing, collecting, and processing utility service requests (electric, gas, water, wastewater, solid waste, irrigation, and hydrant meters); receiving and posting payments for utility accounts, return checks, and late fees;

making payment arrangements; providing information on pricing of rates and fees; educating customers on conservation tips; assisting customers in the use of the City website and resetting of passwords; verifying customer identities and retrieving credit reports from a Credit Reporting Agency when necessary; and processing changes to accounts such as address and due date changes.  Setting up customers on City offered programs such as Select-due-Date, Budget Billing, Electronic Notification Billing, and SurePay.  This classification works with Field Utility Service Specialists and the Utility Control Center to track the status of utility service orders.  This includes:  communicating with the Field Utility Service Specialists regarding their progress and status; notifying Specialists of a New Sign move-in; and notating service orders or accounts with any updates from the field.

Employees in this classification may progress by noncompetitive promotion to the Contact Center Customer Care Specialist II class after successful completion of at least one year as a Contact Center Customer Care Specialist I, meeting the specific criteria-based promotion requirements, and meeting the minimum qualifications of the Contact Center Customer Care Specialist II classification.

The public contact component of this classification involves:  explaining and/or interpreting the City's policies and procedures relevant to the employee's work unit, answering complex questions, and resolving customer and/or citizen problems and complaints.  This includes interacting with citizens who are often angry, confused, and/or hostile.  Employees in this class are expected to perform day-to-day activities independently within established guidelines and procedures under general supervision.

This class is distinguished from other clerical classes with a significant public contact component by the interpretive or procedural nature of the information provided and by the nature (at times tense and unpleasant or confrontational) of the circumstances of the contact.  This class is distinguished from the higher-level Contact Center Customer Care Specialist II class by the greater degree of independent judgment in handling day-to day decisions and in the lower amount of direct supervision received by the latter.  This class is FLSA nonexempt.  This class will be required to meet scheduling and attendance requirements.

Please refer to the link below for the full job description and additional information regarding assignments, preferred qualifications, and essential functions

 

Qualifications & Requirements

Remote Data Entry, No Experience, $40/hr, Part-Time Remote Phone Job, $42/hr, Part-Time, College Student Friendly Data Entry, No Degree, $45/hr, Part-Time, Remote Job Remote Moderator, $50/hr, No Degree, Weekend, Part-Time Entry Level Phone Job, $40/hr, Remote, No Degree Required Part-Time Data Entry, $45/hr, Remote, College Student Friendly Remote Live Chat, $45/hr, College Student, No Experience Phone Support, $35/hr, Weekend, Remote, No Experience Weekend Data Entry, $45/hr, Remote, No Experience Phone Support, $40/hr, Remote, No Experience, Evening Job Virtual Assistant, No Experience, $42/hr, Remote, Weekend Virtual Assistant, No Experience, $42/hr, Remote, Weekend Customer Support, $40/hr, Remote, Evening, No Experience Remote Customer Support, $40/hr, No Degree, Evening Job Phone Support, Remote, $35/hr, No Experience, Part-Time Remote Phone Job, $35/hr, College Student, Night Shift Customer Support, $42/hr, Remote, Evening, No Experience Live Chat Support, $45/hr, Weekend, Remote, College Student Phone Job, $50/hr, Remote, No Degree, Part-Time, Weekend Entry Level Phone Job, $42/hr, Remote, No Degree Required Virtual Assistant, No Experience, $40/hr, Remote, Weekend Virtual Assistant, $40/hr, Evening, Remote, College Student Entry Level Phone Job, $40/hr, Remote, No Degree Required Live Chat Support, $45/hr, Weekend, Remote, College Student Remote Data Entry, $40/hr, No Degree, Weekend, Night Job Remote Customer Support, $45/hr, No Degree, Evening Job Live Chat Support, $40/hr, Weekend, Remote, College Student Data Entry, $35/hr, Remote, Evening Job, College Student Live Chat Support, Remote, $40/hr, Night Shift, College Student Remote Customer Support, $42/hr, Weekend, No Experience Virtual Assistant, $40/hr, Weekend, College Student, Remote Virtual Assistant, $50/hr, Part-Time, Remote, Weekend Job Remote Customer Support, $50/hr, Night Shift, No Degree Virtual Assistant, Remote, $35/hr, Part-Time, Night Shift Virtual Assistant, $40/hr, No Experience, Remote, Night Job Virtual Assistant, $50/hr, Part-Time, Remote, Weekend Job Virtual Assistant, $40/hr, Weekend, Remote, No Experience Remote Customer Support, $50/hr, Night Shift, No Degree Data Entry, $35/hr, Night Shift, No Degree,?Remote?Job Virtual Assistant, $35/hr, Weekend, No Degree, Remote Remote Phone Job, $50/hr, College Student, Night Shift Remote Customer Support, $40/hr, Weekend, No Experience Virtual Assistant, $42/hr, Remote, No Experience, Evening Remote Customer Support, $40/hr, Night Job, No Experience Remote Moderator, $42/hr, Weekend, No Experience Required Virtual Assistant, $50/hr, Remote, Part-Time, Evening Job Remote Moderator, No Degree, $50/hr, Evening, Weekend Job Virtual Assistant, $45/hr, No Experience, Remote, Night Job Virtual Assistant, No Degree, $45/hr, Remote, Part-Time Phone Support, Remote, $50/hr, No Experience, Night Shift Phone Support, Remote, $35/hr, No Experience, Part-Time Data Entry, Remote, $40/hr, Evening Job, No Degree Virtual Assistant, $35/hr, Weekend, No Degree, Remote Remote Customer Support, $45/hr, No Experience, Part-Time Virtual Assistant, $42/hr, Remote, No Experience, Evening Virtual Assistant, No Degree, $45/hr, Remote, Part-Time Remote Customer Support, $45/hr, Part-Time, College Student Phone Support, $50/hr, Weekend, Remote, No Experience Remote Live Chat, $40/hr, Weekend, No Degree, Part-Time Virtual Assistant, Remote, $45/hr, Evening, No Experience Live Chat Support, $40/hr, Remote, Entry Level, Part-Time Remote Data Entry, $40/hr, Weekend Job, College Student Remote Phone Job, $40/hr, No Degree, College Student Friendly Phone Support, $40/hr, Remote, No Experience, Evening Job Remote Live Chat, $42/hr, Weekend, No Degree, Part-Time Remote Data Entry, $40/hr, Part-Time, College Student Job Phone Support, Remote, $50/hr, No Experience, Night Shift Remote Customer Support, $40/hr, Part-Time, College Student Virtual Assistant, Remote, $35/hr, Part-Time, Night Shift Data Entry, $45/hr, Remote, Evening, No Experience Required Virtual Assistant, No Degree, $40/hr, Remote, Part-Time Remote Phone Job, $40/hr, No Degree, College Student Friendly Data Entry, $40/hr, Part-Time, Remote, Weekend Job Phone Support, Remote, $40/hr, Evening/Night Shift Virtual Assistant, $50/hr, Weekend, No Degree, Remote Data Entry, $50/hr, Remote, Evening Job, College Student Remote Customer Support, $40/hr, No Experience, Part-Time Phone Support, Remote, $40/hr, Evening/Night Shift Live Chat Support, $45/hr, Part-Time, Remote, No Degree Remote Data Entry, $45/hr, Weekend Job, College Student Remote Data Entry, $35/hr, No Experience, Evening/Night Job Remote Phone Job, $40/hr, Night Shift, College Student Friendly Virtual Assistant, Remote, $42/hr, Weekend, No Experience Virtual Assistant, Remote, $42/hr, Weekend, No Experience Remote Moderator, No Degree, $50/hr, Evening, Weekend Job Remote Virtual Assistant, $40/hr, Evening, Part-Time Job Remote Customer Support, $42/hr, Night Job, No Experience Phone Support, $35/hr, Weekend, Remote, No Experience Virtual Assistant, $50/hr, Weekend, No Degree, Remote Remote Phone Job, $42/hr, Part-Time, No Experience Required Remote Moderator, $50/hr, No Degree, Weekend, Part-Time Virtual Assistant, No Experience, $42/hr, Remote, Weekend Data Entry, $35/hr, Night Job, No Degree, Remote Remote Customer Support, $40/hr, No Experience, Part-Time Phone Job, $35/hr, Remote, No Degree, Part-Time, Weekend Virtual Assistant, No Degree, $45/hr, Remote, Part-Time Data Entry, No Experience, $35/hr, Remote, College Student Virtual Assistant, Remote, $35/hr, Part-Time, Night Shift Customer Support, $35/hr, Remote, Evening/Night Job, No Degree Virtual Assistant, No Experience, $42/hr, Remote, Part-Time Data Entry, $40/hr, Remote, Night Shift, College Student Job Virtual Assistant, $40/hr, Remote, Weekend, Entry Level Remote Phone Job, $40/hr, No Degree, College Student Friendly Remote Customer Support, $45/hr, No Experience, Part-Time Remote Moderator, $45/hr, No Degree, Weekend Job, Part-Time

Employee Values:  All employees of the City of Mesa are expected to uphold and exhibit the City's shared employee values of Knowledge, Respect, and Integrity.

Minimum Qualifications Required.  Any combination of training, education, and experience equivalent to graduation from high school or GED.  Four years of full-time employment in customer service work with at least two of the four years answering phone calls.  Good (1 - 3 years) experience operating a personal computer (PC) and word processing software. 

Preferred/Desirable Qualifications.  Experience handling electronic payment transactions preferred.  Public contact and/or public utility experience is highly desirable.  Experience working in a call center or answering a high volume of calls is preferred.

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When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

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5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

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