Part-Time Customer Service Representative / Refunds Specialist - Water Services

About This Position

Phoenix Water Services provides water and wastewater services in an area of approximately 540 square miles and for a population of approximately 1,500,000. This is accomplished through the hard work of nearly 1,500 employees, who carefully manage our major assets, including 7 water treatment plants, nearly 300 pumps, wells, lifts, and pressure stations, 7,000 miles of water main, 5,000 miles of sewer main, 52,000 fire hydrants, and 94,000 manholes.

The Customer Service division of the Water Services Department is currently seeking a Part-Time Customer Service Representative / Refunds Specialist.

Customer Service Representatives / Refunds Specialists are responsible for a variety of tasks including, but not limited to:

• Review, understand, and verify rental agreements, property leases, closing documents, deeds, and other legal documents in order to process applications for City services to open, close, or transfer.
• Determine, collect, and bill commercial and residential deposits for new or delinquent accounts.
• Gather and analyze all relevant information to assess validity of complaints and determine possible causes that could impact utility bills.
• Strictly adhere to all Red Flag guidelines when working with sensitive customer information.
• Research and analyze utility account searches on all applicants for service to identify and collect any outstanding balances on prior accounts prior to approving new service.
• Understand and explain to customers how to access and utilize the website for e-bills, auto pay, and change of addresses.
• Understand and explain to customers the rules, regulations, policies, and operational procedures of City of Phoenix Ordinance Chapter 28 and 37.
• Interpret utility rate schedules and customer billing records.
• Prepare requests for late fee adjustment reviews.
• Evaluate payment arrangements with customers.
  
  
  

IDEAL CANDIDATE

• Demonstrates strong personal and interpersonal skills.
• Demonstrates superior seamless customer service, integrity, and commitment to innovation, efficiency, and fiscally responsible activity.
• Skilled in communicating orally with co-workers, customers, clients, or the public in a face-to-face one-to-one setting, in a group setting or using a telephone.
• Knowledge of, and well-developed competencies in complex decision making.
• Ability to:
• Managing projects.
• Multitask in fast paced environments.
• Maintain regular and reliable attendance.
• Review accounts, verify payments, and research multiple accounts.
• Use multiple technologies to assist customers with their utility account and requests.
• Solve basic arithmetic problems to calculate bills.
• Type 40 or more words per minute.
  

SALARY

Pay Range: $20.51 to $30.31 per hour.

Hiring Range: $20.51 to $23.74 per hour.

Pay Range Explanation

• Pay range is the entire compensation range for the position classification.
• Hiring range is an estimate of where you can receive an offer. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, education, licenses, training, and internal equity.
  
  
  

Benefits

Part-time employees are eligible for earned paid sick time, city training, and free or discounted bus and light rail fares.

Minimum Qualifications

• One year of customer service experience performing functions such as cash handling or equivalent experience in a large customer call center.
• The City job description can be found here and here .
• All finalists for positions are subject to a criminal background check applicable to the department or position.
• Some positions require the use of personal or City vehicles on City business. Individuals must be physically capable of operating the vehicles safely, possess a valid driver's license and have an acceptable driving record. Use of a personal vehicle for City business will be prohibited if the employee is not authorized to drive a City vehicle or if the employee does not have personal insurance coverage.
• For information regarding pre-screening and driving positions, click here .
  
  
  

Preferred Qualifications

The minimum qualifications listed above, plus:

• One year of experience interpreting and applying Chapter 28 and 37 rules and regulations.
• Experience in/with:
• Utilities.
• Research/audit.
• Accounts receivable.
• Reconciliations.
• Excel.
• CC&B.
• Using computer terminals to input, update, and query information.
• Resolving disputed billing concerns.
• Working in a high-volume customer service contact/call center consistently meeting key performance indicators (KPI) metrics.
  

RECRUITMENT DATES

Recruitment closes April 15, 2025. All materials must be received by 11:59 p.m. on this date.

This is a position-based recruitment and will not result in any ongoing eligibility list. This recruitment and any selection processes resulting from this recruitment may be used to fill other related vacancies within the organization now or in the near future.

How To Apply

Apply online by completing the required information and attaching, as one document, your cover letter and resume. Please include your experience as it relates to the qualifications stated above. Only the highest qualified may be posted to the eligible to hire list. The results of the resume screening process will be sent to your primary email address.

WE ARE HERE TO HELP

• Job interviews may be held by video or audio conference.
• If you are in need of computer resources, click here for free options.
• Arizona at Work has frequent classes to help with resume writing, interviewing skills, and general career guidance. Click here for more information.
• Explore other Employment Opportunities with the City of Phoenix .
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• If you need assistance applying for this job, please contact our HR Connection Center at (602) 495-5700 .
  
  
  

REFERENCE

Utilities Service Spec, JC:01370, ID#57509, 04/02/2025, USM, RG, Benefits: none

Building the Phoenix of tomorrow.

#DoWorkThatMakesPhoenixWork

City of Phoenix is an equal opportunity employer. AmeriCorps, Peace Corps, and other national service alumni who meet the required qualifications are encouraged to apply.