Customer Care Office Specialist I

A Customer Care Office Specialist I is responsible for dealing directly with the public, in person, in order to process service requests, and receive, tabulate, and balance various payments and/or fines.  This class deals primarily with utility account customers (electric, gas, water, wastewater, solid waste, irrigation, and hydrant meters); however, there are times when they deal with customers regarding other City services.  Duties include:  receiving and applying various payments for utility accounts and other City departments; balancing cash drawers and depositing revenue into appropriate general ledger funds; assisting customers with inquiries/complaints; processing service requests; determining what services are available; checking lease agreements and identifications for accuracy to avoid possible fraud; investigating delinquent accounts for collection of bad debts and making payment arrangements or referring to Credit Services; providing information on pricing of utility rates and fees; educating the customer on conservation tips; and processing changes to accounts such as address and due date changes.   

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

Employee Values:  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 as a cashier or teller or a combination involving a minimum of two years full-time experience as a cashier or teller and two years full-time employment involving public contact, bookkeeping, or accounting experience. 

Preferred/Desirable Qualification.  Public utility experience is highly desirable.  Bilingual (English/Spanish) skills are highly desirable.

http://apps.mesaaz.gov/JobDescriptions/Documents/JobDescriptions/cs4050.pdf