Water Customer Services has a $32 million operating budget and approximately 140 employees. The division is comprised of two sections: Utility Billing and Customer Contact Center. Last fiscal year, staff responded to over 1.5 million customer inquiries through our Customer Contact Center and Pay Station, processed nearly 4 million payments, and sent out more than 5 million bills.

The Customer Services Division of the Water Services Department is currently recruiting for an Assistant Customer Services Administrator. The successful candidate will report to a Superintendent and be expected to investigate and resolve complex customer issues; communicate effectively with the public, internal staff, and other departments; monitor work activities to ensure compliance with established policies and procedures; review and update policies and procedures as needed, prepare reports on operations and activities; and ensure staff training to maintain technical skills and accounting standards. The position manages 3-5 supervisory level employees and communicates and coordinates work with co-workers and customers that includes the full range of supervisor duties.

• Knowledge of general principles and procedures of billing practices.
• Ability to maintain a high level of confidentiality with discretionary knowledge.
• Ability to communicate clearly and concisely, both orally and in writing.
• Ability to understand, interpret, and apply applicable federal, state, and local policies, laws, and regulations.

$64,168.00 - $97,739.20 annually. Candidates may be hired up to $97,739.20 depending upon qualifications.

A comprehensive benefits package is offered which includes:

• Traditional pension with employer and employee contributions, click here for more details: Pension Information
• 401(a) and 457 plans with employer contributions
• Choice of generous medical HMO, PPO, or HSA/HDHP plans
• Medical enrollment includes a monthly $150 City contribution to a Post-Employment Health Plan
• Wellness incentive of up to $720 annually
• Dental, vision, and life insurance options
• Employer paid long-term disability
• Free Bus/light rail pass
• Tuition reimbursement program up to $6,500 per year
• Paid time off includes 13.5 paid holidays, 12 vacation days, and 15 sick days and personal leave days
• Paid Parental Leave for eligible employees up to 480 hours (12 weeks) of paid leave for the birth, adoption, or foster care placement of a child during a 12-month period
• Federal Student Loan Forgiveness offered through Savi

For more details, visit: Unit 007 Benefits

• Three years of utility management experience at a supervisory level.
• Bachelor's degree in public or business administration, or a related field.
• Other combinations of experience and education that meet the minimum requirements may be substituted.
• The City job description can be found 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.

The minimum qualifications listed above, plus experience in/with:

• Customer service.
• Writing test scripts.
• Developing, implementing, and installing new technologies.
• Reviewing reports and analyzing data to bring recommendations or solutions.
• Supervising the practices and policies of accounting, auditing, billing, banking, and cash handling.
• Working with a multi-disciplinary team to investigate, recommend, and implement process improvements and internal policy changes.
• Resolving customer complaints, including performing investigations and research to resolve issues, providing appropriate responses, and approving billing adjustments.

Recruitment closes May 18, 2023. All materials must be received by 11:59 p.m. on this date.

This is a position-based recruitment and generates a one time use only list. Once interviews are conducted and candidates are selected, this job posting will be considered closed and candidates will no longer be in consideration for the position applied for. This posting will not result in any ongoing eligibility list.

PLEASE NOTE: Due to an imminent need to fill this vacancy, first round interviews for this process are tentatively scheduled to occur May 26th. Please be prepared for a quick turnaround on interview scheduling.

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.

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• If you need assistance applying for this job, please contact our HR Connection Center at (602) 495-5700.

Asst Customer Svcs Adm, JC:51280, ID#49693, 05/12/2023, USM, RG, Benefits:007

Building the Phoenix of tomorrow.

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.