Customer Service Representative - Tucson Arizona

Introduction

The City of Tucson Business Services Department is looking to hire a dynamic Customer Service Representative (CSR) with exceptional customer service skills to assist customers seeking assistance with the department's business license applications process.  The CSR responds to customer needs either face-to-face or by phone/email requests.  If you have a passion for serving our community, enjoy connecting with people (customers, community leaders, or members of the public), we encourage you to apply!

The City of Tucson offers a wide range of generous benefits for eligible employees.  Some of those benefits include: City-Wide Benefits

• Medical: Choice between a high deductible plan (HSA or HRA), or Network plan. 
• Dental: Choice between a national dental PPO and a local dental HMO. 
• Vision: Coverage for annual eye exam and glasses or contacts, plus LASIK. 
• Life: City-paid coverage for you & dependents, plus option to buy more. 

• Long-Term Disability: Income replacement of up to 60% of your base salary in the event of a qualifying disability. 
• Employee Assistance Program: Enhance your wellbeing when life doesn’t go as planned. 

 Your Security and Future 

• Pension: Generous pension plans that help both civilian and public safety employees retire more comfortably (Optional for appointed employees within first 90 days of employment). 

• Deferred Compensation: Save more toward a comfortable retirement with a 457(b) plan. 
• Training & Tuition Assistance: Pursue your dream through internal training or financial help toward a degree.  

 Your Peace of Mind 

• Paid Parental Leave: Six (6) weeks paid leave when you welcome a child, plus other generous leave policies for FML, Medical and USERRA. 
• Paid Time Away: New hires enjoy 37 days of paid time off in the first year, with time increasing steadily thereafter (In year one: 13 accrued days of vacation, 13 accrued days of sick leave, and 11 paid holidays). 
• Employee Discounts: Generous discounts, ranging from car rentals to computers, gifts to groceries, electronics to entertainment. 
• Social Connectedness: Forge connections with the community we serve through paid volunteerism and payroll-deducted charitable giving. 

General Description

The Department's work hours of operation are Monday through Friday from 8:00 AM to 5:00 PM. Current CSRs are working on-site and occasionally working from home. This occasional telecommuting is temporary due to the pandemic and may change based on business necessity. All employees must abide by the terms and guidelines in the City of Tucson Telecommuting Administrative Directive 2.01-19 to include:

• Must have a minimum of 50 Mbps to connect to the internet
• Shall designate and maintain a dedicated workspace that is quiet, clean, and safe with adequate lighting and ventilation

Qualified Spanish-speaking candidates are eligible to receive an additional $30 per pay period after successful completion of a communicative examination.

Essential Functions

Provides customer service by answering telephones, greeting customers, providing information, processes applications for service, responding to requests, handling problems and irate customers, researching inquiries and discrepancies, following up on complaints and concerns and coordinating and communicating with field personnel.

Performs clerical duties by preparing and maintaining files, records and logs, picking up and distributing mail, maintaining and ordering supplies, entering and correcting information in the computer system, completing, distributing and processing work orders, transcribing documents, processing time cards and payroll, maintaining schedules and calendars, preparing travel orders, correspondence, purchase orders, and various reports and forms, processing various customer billings, copying, faxing, accepting deliveries, and notifying appropriate staff.

Manages accounts by accepting payments, preparing deposits, balancing accounts and preparing invoices for payment.

Performs related duties such as: processing reservations and training requests, inputting, processing, and issuing permits, licenses and applications, assigning cases, inspecting and cutting film, receiving and processing plans, certifying truck weights, accepting and sorting household and automotive wastes, ordering garbage and recycling containers, translating as necessary, coordinating training classes, maintaining parking administration waiting lists, tickets, payments and permits and maintaining vending machines.

Minimum Qualifications

Minimum Education Level & Type: High School Diploma or G.E.D.

Minimum Experience Qualifications: At least 1 year experience in customer service and operation of a computer and office equipment, and handling money and other forms of payment

Preferred Qualifications

Bilingual: Spanish-speaking

Selection Plan

Applicants who meet the minimum qualifications will be evaluated on the education and work experience in their employment profile and the responses to their supplemental questions. The highest scoring applicants will then be invited to participate in a  written examination:

• Written exam will be held February 1, 2022 at City Hall.

Individuals that receive a passing score on the written exam will be invited to participate in Oral Board Interviews.  

• Virtual Oral Board Interviews will be held February 8, 2022.

*It is important to note that the City of Tucson uses Microsoft Teams for its virtual interviews. Please ensure that you have access to this software application.

Upon completion of all examination processes, the highest scoring applicants will be placed on the Civil Service Employment List.  An applicant's ranking on the Civil Service list will be based on their final score which will be calculated as:      

• 10% of your rating for education and work experience
• 10% of your score from written exam
• 80% of your oral board interview   

This recruitment will establish a civil service list that will be utilized to fill vacancies occurring within the next 6 months.

Veterans, Native American, or Disability preference points will be added to the final score for those that are placed on the Civil Service Employment List.  If you qualify for preference points as outlined in the Employment Profile, email your documentation  to Curtis.Rohlfs@tucsonaz.gov when you are invited to the interviews.  The DD 214 must be a copy that indicates characterization of service.  

If you are in need of Americans with Disabilities Act-related accommodation during the testing process, please email Curtis.Rohlfs@tucsonaz.gov at least 48 hours prior to the evaluation.

The City of Tucson values the safety of our employees, our residents, our community, and our visitors.  In support of these values, if you are selected for this job, you must be fully vaccinated against COVID-19, except when vaccination is not medically advised or violates your sincerely held religious beliefs. If you are invited to join our team, you must submit proof that you are fully vaccinated against COVID-19 to your initial HR representative, or you must request an exemption from your representative. New employees must either provide proof of vaccination or be granted a medical or religious exemption before working with the City of Tucson.

Conclusion

Communications throughout this process will be sent via email exclusively so please ensure your browser accepts emails from jobs@tucsonaz.gov and check your email account regularly; this may include your junk box/spam filter.

Failure to respond or follow instructions will result in disqualification.

Pre-Employment Medical Testing Requirements

None

Unless at Tucson Police Department, then:

Non-NIDA Drug Test

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To ensure accurate payroll information for tax purposes, the successful candidate will need to provide their original Social Security Card or original letter from the Social Security Administration with their social security number prior to beginning work with the City of Tucson.

The City of Tucson hires lawful workers only - US citizens or nationals and non-citizens with valid work authorization - without discrimination. Federal immigration laws require all employers to verify both the identity and employment eligibility of all persons hired to work in the United States. In its efforts to meet the law's requirements, the City of Tucson participates in the E-Verify program established by the Department of Homeland Security (DHS) and the Social Security Administration (SSA) to aid employers in verifying the eligibility of workers.

Retired City of Tucson employees receiving benefits from the Tucson Supplemental Retirement System who are considering reemployment with the City should be aware that pursuant to Section 22-37(g) of the Tucson City Code, retirement benefits shall be suspended during the period of reemployment with the City of Tucson unless you have been separated at least twelve consecutive months before returning to work AND you return to a non-permanent employment classification. Creditable service does not accrue during any reemployment period.