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CALL CENTER REPRESENTATIVE
Tucson Water - Customer Services Division

Grade 914, Salary Range: $13.06 - $20.29 per hour
~Starting salary is $13.06~


AS THE EMPLOYER OF CHOICE FOR SOUTHERN ARIZONA, WE OFFER EXCELLENT BENEFITS AND AN OUTSTANDING WORKING ENVIRONMENT!


IMPORTANT PENSION INFORMATION:
Full time employees also enjoy the benefits of membership in the Tucson Supplemental Retirement System (TSRS). The City's defined benefit pension plan has provided lifetime income to City of Tucson retirees since 1950, and the program continues to provide monthly income to over 2,700 City of Tucson retirees.

All TSRS members participate in paying for the cost of their benefit, by making payroll contributions based on a rate that is applied to the members pay, and this rate can change annually at the beginning of each fiscal year. The Employer also makes contributions to the pension plan for the cost of each members benefit, and those contributions represent a significant amount of employee benefits.

All member contributions are placed in the TSRS trust, earning 6% each year, and remain the property of each employee member.

** Effective July 1, 2013, the TSRS contribution rate for employees hired after July 1, 2011 will change from 13.976% to 5.06%. The payroll deduction for the fiscal year ending June 30, 2013 is currently at 13.976% of employee gross pay.

Examples of how the TSRS deduction will affect employee pay:
Current rate (thru pay periods ending before June 30, 2013): for an hourly employee making $15/hour, for an 80 hour bi-weekly paycheck, would result in the following deduction from pay:

$15.00 X 80 = $1,200, $1,200 X 13.976% = $167.71 bi-weekly deduction.

New rate (beginning with pay periods ending after July 1, 2013): for any hourly employee making $15/hour, for an 80 hour bi-weekly paycheck, would result in the following deduction from pay:

$15.00 X 80 = $1200, $1,200 X 5.06% = $60.72 bi-weekly deduction.

Employees in these classifications earn 104 hours of sick leave and 104 hours of vacation leave annually. Vacation accrual rates increase with seniority. Sick Leave balances are unlimited and Vacation balances have a cap of 288 hours.

Click for Complete Listing of Benefits


You are encouraged to print this bulletin because it contains important dates and information that will not be available online once this position closes. This recruitment will establish a civil service list which will be utilized for vacancies occurring within the next 6 months.

The Tucson Water Department is seeking experienced individuals with call center experience to join our team. These full-time positions handle customer questions, complaints and billing inquiries with the highest degree of courtesy and professionalism.

The Tucson Water Call Center is a medium sized fast-paced call center environment. Our center handles approximately 240,000 accounts and receives approximately 60,000 calls per month - with representatives averaging 80 to 100 calls per day. Aside from Water and City Environmental Services refuse accounts, they also handle the billing for Pima County Wastewater.

The majority of calls will require evaluation and action by the representative, and will include initiating and/or discontinuing water service, assisting customers with sewer billing questions, initiating garbage service for a residential customer, delinquent customers and assisting customers with bill inquiries. To maintain quality assurance, all incoming and outgoing calls are recorded.

The hours of operation of the call center are Monday-Friday from 8:00 a.m. to 5:00 p.m. There is a three-week training period provided by a training officer. During this period, you will receive complete billing system and procedural training followed by time spent on the phone listening and taking inbound customer calls.

Examples of duties include but are not limited to:
  • Provides customer service by answering telephone, greeting customers, and providing information. Identifies, researches, and resolves customer issues using a computerized system

  • Utilizes billing system software to process customer billings and adjustments

  • Utilizes software to initiate and complete service orders and handle customer requests

  • Coordinates and communicates with field personnel

  • Prepares and maintains files, records, and logs, picks up and distributes mail, orders and maintains supplies, copies, faxes, and accepts deliveries

  • Reads maps and is familiar with local streets and community


  • WHAT IT TAKES:
  • High School Diploma or GED

  • One year of call center experience involving heavy telephone contact, billing, and complaint resolution


  • PREFERRED QUALIFICATIONS:
  • Two years relevant experience at a medium or large call center

  • Experience with utility billing



  • ACCEPTING ONLINE APPLICATIONS FROM
    MAY 6 - MAY 19, 2013




    APPLICATION PROCEDURES

    You must register and then apply online through the City of Tucson's website. If you are new to the City of Tucson job site, an online guide is available by clicking on "Employment Application Frequently Asked Questions" on the main employment page.
    After you have registered, log-in and click View Job Openings and apply for this position. The bottom left hand portion of each step will contain a link to Proceed to next step.

    Step 1 - Add or Update your Personal information (MUST paste chronological resume here)
    Step 2 - Add or Update your Education Information
    Step 3 - Add or Update your Employment Information
    Step 4 - Complete the Supplemental Questions

    Click on "Submit Application" when you are finished and ready to submit your application.
    Once you have submitted the application, you can log back in and update any or all of your information until the closing date.

    Applications that do not contain complete education and experience profile information, a chronological resume, and responses to all supplemental questions will not receive further consideration and will be deemed as an incomplete application.
    Examination results and current status will be communicated by email so please ensure your browser accepts emails from jobs@tucsonaz.gov and check your email account regularly. Failure to respond or follow instructions will result in disqualification.


    WHAT HAPPENS NEXT:
    Applicants who applied correctly and 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 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 100% of your rating for education and work experience.

    If you are in need of Americans with Disabilities Act-related accommodation during the testing process, please call 520-791-4241 at least 48 hours prior to the scheduled evaluation.

    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 Veteran or Native American preference points, you must submit your documentation at the Oral Board interviews. For DD 214's, it must be a copy that indicates characterization of service. Click here to read the definitions.

    CONTACT:
    All inquiries should be addressed to the below individual. Do not send emails to jobs@tucsonaz.gov, because this is utilized only for outbound notifications.
     Roxie Escarcega, Lead HR Analyst  (520) 837-4167  or email: Roxie.Escarcega@tucsonaz.gov
    JOB CODE:0152/0513


    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.