Customer Service Representative

POSITION DUTIES AND QUALIFICATIONS 

SUMMARY OF DUTIES:

Provides customer service, and performs clerical duties. Processes and authorizes appropriate payments for services.

DUTIES AND RESPONSIBILITIES:*

Position Specific Summary

The Customer Service Representative (CSR) position at the City of Tucson’s Department of Transportation & Mobility is responsible for processing incoming 311 (SeeClickFix) requests, and answering telephone calls and emails from constituents, Mayor and Council offices, City staff and 311 call takers regarding transportation-related deficiencies. Following the request intake, the CSR will research the request, input

the request in Operational Management System (OMS) and create a service request for repairs.

Work is performed under the supervision of senior staff.

This position does not supervise.

Duties and Responsibilities

Phone Support (45%) - Essential

Addresses incoming calls and customer service inquiries by answering phones, talking with constituents, gathering pertinent information and initiating follow up with constituents through outgoing calls to ensure customers can track their requests accordingly.

Email Support (25%) - Essential

Reviews emails from constituents and other external entities including City departments daily to ensure service requests are being generated timely. Responds to emails with pertinent information such as service request numbers, work areas, etc. to ensure customers can track their request accordingly.

Data Entry and Tracking (25%) - Essential

Generates service requests after receiving inquiries via phone and email in the department’s OMS for tracking and completion. Reviews information received from SeeClickFix via 311 to create a service request into department’s OMS for tracking and completion.

Other Duties as Assigned (5%) - Non-Essential

Performs all other duties and tasks as assigned

Working Conditions

Enter any important information regarding work shift or environment.

* All duties, responsibilities, and percentage of time listed are subject to change.

MINIMUM REQUIRED QUALIFICATIONS:

Education:

High school diploma or equivalent

Work Experience:

One (1) year of directly related experience

Any combination of relevant education and experience may be substituted on a year-for-year basis.

ADDITIONAL MINIMUM REQUIRED QUALIFICATIONS:

Education:

High school diploma or equivalent (Required)

or a related field.

Work Experience:

Customer ServiceDirectly related experience is defined as

Skills:

License/Certifications:

Languages:

PREFERRED QUALIFICATIONS:

ADDITIONAL POSITION INFORMATION:

Position Title:

Customer Service Representative

Department Name: 

Department of Transportation and Mobility

Department Link: 

https://www.tucsonaz.gov/Departments/Transportation-Mobility

Recruiter Name

Zeleste Arce (201705)

FTE%:

100

FLSA:

Non-Exempt

Position Type:

Regular

 COMPENSATION & BENEFITS Minimum Hiring Salary: $16.50

Dependent upon experience, qualifications, and successful completion of any applicable job training**

Full Hourly Range: $16.50 - 28.46 USD

**In accordance with pay transparency, the salary reflected in this posting is the full salary range for this position. Individual placement within the range is based on the candidate’s current experience, education, skills, and abilities related to the position. Salary placement is typically between the minimum and mid-point of the salary range.

 

The City of Tucson offers a generous benefits package for benefit-eligible positions.The comprehensive, flexible, and affordable coverage is designed to optimize health and well-being, security and future, and peace of mind. Benefits begin with medical, dental, vision, life, disability, and FSA coverage, surpassing your standard 401(k) program by offering a rich pension plan plus o