Customer Service Representative

Customer Service Representative

Salary

$44,269.89 - $61,977.97 Annually

Location

Municipal Services Building, AZ

Job Type

Full-Time

Job Number

01114

Department

Finance

Division

Finance - Utilities

Opening Date

09/03/2026

Closing Date

9/13/2026 11:59 PM Arizona

• Description
• Benefits
• Questions

Description

IMPORTANT APPLICATION INFORMATION

The advertised salary range provided covers the entire compensation spectrum for the position classification. The anticipated hiring range for this role is between $21.2836 to $25.5404 per hour. Its essential to note that the actual salary offered will be determined based on several factors, including skills, qualifications, experience, education, licenses, training, and internal equity considerations.

JOB CLASSIFICATION SUMMARY

Positions assigned to this class are responsible for providing routine, prompt and courteous customer service at the front desk, over the telephone and on-line to internal and external customers.

DISTINGUISHING CHARACTERISTICS

This is an intermediate level administrative classification in the customer service job family. Work is focused on mastering routine knowledge, tasks and assignments and follows standard methods and procedures for completing assignments.

ESSENTIAL DUTIES

The following are intended to describe core work functions of this classification. While the level and broad nature of essential duties may not change, specific work tasks will vary over time depending on the Town's needs.

• Provides prompt and courteous customer service to Town customers; responds in a timely manner to customer requests for information regarding utility billing, balances, payments, requests for new service and disconnections, various meter type sets/removals, repairs, maintenance, general account questions or issues, and online account assistance.
• Explains policies, procedures, codes, and ordinances pertaining to utility customer services and other Town ordinances and processes to a diverse group of people while listening and communicating effectively.
• Completes actions such as receiving and applying various payments to accounts, processing account changes, establishing new service and service disconnection, setting and removing residential and commercial meter types, and submitting work order requests for service to field office.
• Maintains and balances cash drawer utilizing proper cash handling techniques and prepares daily transaction report.
• Utilizes utility/billing systems, billing best practices, business devices, and software to complete daily tasks; proficiently accesses and inputs information on several computer screens.
• Updates customer account status; tracks individual accounts balance and activity as needed; creates and sends out final bills to customers upon account closure and calculates customer refunds.
• Creates works orders related to transfers/disconnects, installing new meters, account maintenance/repairs, account shut-offs and meter locks/unlocks; calculates hydrant meter fees for installation, repairs, and relocation and creates associated work orders for field staff.
• Prepares, edits, and processes customer payments; calculates daily deposit amounts and prepares related reports.
• Performs routine office support activities.
• Performs related work as assigned.

MINIMUM QUALIFICATIONS (at job entry)

Education and Experience:

High School Diploma or GED and 1 year of related experience; or an equivalent combination of directly related education and experience.

LICENSING/CERTIFICATION REQUIREMENTS

• None

KNOWLEDGE

• Basic mathematics, basic accounting/record keeping principles;
• Standard office equipment including the computer and programs relevant to the performance of applicable duties and responsibilities;
• Customer service principles.

SKILLS

• Following complex oral and written instructions;
• Using computers and related software applications;
• Providing customer service;
• Remaining calm and professional when dealing with frustrated and/or angry members of the public;
• Maintaining a high level of attention to detail;
• Maintaining confidentiality of records;
• Prioritizing work and multi-tasking;
• Entering data into computerized systems;
• Maintaining various records and files;
• Communication and interpersonal skills as applied to interaction with coworkers, supervisor, the general public, and other interested parties sufficient to exchange or convey information and to receive work direction.

Supplemental Information

OVERALL PHYSICAL STRENGTH DEMANDS:

Physical Strength for this classification is indicated below with an "X"

X

Sedentary: Exerting up to 10 lbs. occasionally or negligible weights frequently; sitting most of the time.

Light: Exerting up to 20 lbs. occasionally, 10 lbs. frequently, or negligible amounts constantly OR requires walking or standing to a significant degree.

Medium: Exerting 20-50 lbs. occasionally, 10-25 lbs. frequently, or up to 10 lbs. constantly.

Heavy: Exerting 50-100 lbs. occasionally, 10-25 lbs. frequently, or up to 10-20 lbs. constantly.

Very Heavy: Exerting over 100 lbs. occasionally, 50-100 lbs. frequently, or up to 20-50 lbs. constantly.

PHYSICAL DEMANDS:

C

F

O

R

N

Continuously

Frequently

Occasionally

Rarely

Never

2/3 or more time

1/3 to 2/3 of time

Up to 1/3 time

< 1 hour per week

Never occurs

Note: This is intended as a description of the way the job is currently performed. It does not address the potential for accommodation.

Physical Demand

Brief Description

C

F

O

R

N

Standing

Communicating with co-workers, observing work site, observing work duties

X

Sitting

Desk work

X

Walking

To other departments/offices/office equipment

X

Lifting

Supplies, files

X

Carrying

Supplies, files

X

Pushing/Pulling

File draws, tables and chairs

X

Reaching

For supplies, for files

X

Handling

Paperwork

X

Fine Dexterity

Computer keyboard, telephone pad, calculator, calibrating equipment

X

Kneeling

Filing in lower drawers, retrieving items from lower shelves/ground

X

Crouching

Filing in lower drawers, retrieving items from lower shelves/ground

X

Crawling

Under equipment

X

Bending

Filing in lower drawers, retrieving items from lower shelves/ground

X

Twisting

From computer to telephone, getting inside vehicles

X

Climbing

Stairs, step stool

X

Balancing

On step stool

X

Vision

Reading, computer screen, driving

X

Hearing

Communicating with co-workers and public and on telephone, listening to equipment

X

Talking

Communicating with co-workers and public and on telephone

X

Foot Controls

Driving

X

Other (Specify)

MACHINES, TOOLS, EQUIPMENT, SOFTWARE AND HARDWARE:

Standard office equipment; vehicle

ENVIRONMENTAL FACTORS:

D

W

M

S

N

Daily

Several Times Per Week

Several Times Per Month

Seasonally

Never

Health & Safety Factors

D

W

M

S

N

Health & Safety Factors

D

W

M

S

N

Mechanical Hazards

X

Respiratory Hazards

X

Chemical Hazards

X

Extreme Temperatures

X

Electrical Hazards

X

Noise and Vibration

X

Fire Hazards

X

Wetness/Humidity

X

Explosives

X

Physical Hazards

X

Communicable Diseases

X

Physical Danger or Abuse

X

Other (Specify Below

PROTECTIVE EQUIPMENT REQUIRED:

None

NON-PHYSICAL DEMANDS:

C

F

O

R

N

Continuously

Frequently

Occasionally

Rarely

Never

2/3 or more time

1/3 to 2/3 of time

Up to 1/3 time

< 1 hour per week

Never occurs

Description of Non-Physical Demands

C

F

O

R

N

Time Pressure

X

Emergency Situation

X

Frequent Change of Tasks

X

Irregular Work Schedule/Overtime

X

Performing Multiple Tasks Simultaneously

X

Working Closely with Others as Part of a Team

X

Tedious or Exacting Work

X

Noisy/Distracting Environment

X

Other (Specify Below)

PRIMARY WORK LOCATION:

X

Office Environment

Warehouse

Shop

Recreation/Neighborhood Center

Vehicle

Outdoors

Combination of Office, Vehicle and Field

Other (Specify Below)

The following is a list of employment benefits offered by the Town of Queen Creek to full-time employees. The list is for informational purposes only. It does not create or connote any contractual rights or obligations. Additional details will be provided upon hire and are available in the Town of Queen Creek Employee Handbook.

Major Benefits for Full-Time Employees

(Employees choose the benefits that best meet their needs.)

• Health Insurance
• Dental Insurance
• Vision Insurance
• Pre-tax unreimbursed medical and dependent care flexible spending accounts
• Arizona State Retirement System membership
• Short-term and Long-term disability insurance for the employee
• Town-paid basic life insurance
• Optional employee-paid employee and dependent supplemental life insurance
• Commuter life insurance for business travel and travel to and from work
• Deferred compensation plan (457) with employer match
• Retirement Health Savings Account
• Optional enrollment in Identity Protection Program
• Paid holidays, plus one floating holiday annually
• Vacation leave hours annually
• Four weeks of Paid Parental Leave
• Optional income replacement insurance
• Workers compensation insurance
• Employee assistance program; offers confidential individual/family, marriage, legal and financial counseling
• Training opportunities and continuing education opportunities, including tuition reimbursement for pre-approved programs
• Direct deposit of paychecks
• Wellness Programs with incentives

01

Please select your highest level of completed education:

• High School Diploma or GED
• Some college
• Associates Degree
• Bachelors Degree
• Masters Degree or Graduate Program
• Other

02

How many years of customer service experience do you have resolving various levels of customer concerns both on the phone and in person?

• No Experience
• Less than 1 year
• 1 year but less than 2 years
• 2 years or more

03

How many years of work experience do you have handling cash (i.e. balancing a cash drawer and managing cash)?

• No Experience
• Less than 1 year
• 1 year but less than 2 years
• 2 years or more

04

How many years of work experience do you have in customer service related to customer billing? Customer billing would include but not be limited to using a Customer Information System (i.e., creating, updating, maintaining and closing customer accounts), taking and processing payments, constantly using a multi-line phone system to provide information to customers and explain bills and/or procedures, etc.

• No Experience
• Less than 1 year
• 1 year but less than 2 years
• 2 years or more

05

How many years of work experience do you have using a multi-line phone system where you were responsible for answering a high volume of calls?

• No Experience
• Less than 1 year
• 1 year but less than 2 years
• 2 years or more

06

How many years of customer service experience do you have in a MUNICIPAL or private utility billing company (i.e. electric, gas, phone, cable, water, etc.)?

• No Experience
• Less than 1 year
• 1 year but less than 2 years
• 2 years or more

Required Question

Employer Town of Queen Creek

Address 22358 S.Ellsworth Rd

Queen Creek, Arizona, 85142

Phone (480) 358-3204

Website http://www.queencreekaz.gov/Jobs