[IPAC-List] Customer Service Position Description

[keith.poole at phoenix.gov]

Here is a posting we recently did. 

 
 Call Center Representative 

About This Position 
 If you have excellent verbal communication and computer navigation 
skills, and a desire to effectively listen and resolve customer concerns, 
then you may have the skills we are seeking in the Water Customer Services 
Division.  Opportunities exist for individuals to work primarily in our 
Call Center located at Washington Street and 3rd Ave or in our Billing 
section or walk-in Pay Centers. You will perform a variety of tasks while 
learning the full range of job duties including, but not limited to: 
assisting customers with starting and stopping water service, accepting 
payments, assisting customers in understanding and verifying charges on 
their municipal services bill, setting up payment plans, completing bill 
adjustments, and issuing fieldwork orders when needed.  Individuals in 
this position will also interpret billing system information from field 
staff to further assist customers in resolving billing concerns.  This 
list will be used for filling full- and part-time positions. 

 Recruitment Dates 
 Recruitment closes December 20, 2010.  All materials must be received by 
11:59 p.m. on this date. 

 Salary 
 $11.70 - $16.97 hourly / $24,336- $35,298 annually. 

 Job Requirements 
 -A service centered attitude 
-Understanding of industry standards for providing exceptional customer 
service 
-Computer skills: Windows navigation, Word, Excel, Internet based 
applications 
-Excellent written and verbal communication skills 
-Ability to multi-task in a fast-paced environment 
-Effective listening skills 
-Problem resolution skills 
 Preferred Qualifications 
 -1-2 year's customer service experience or experience in a high volume 
call center or walk-in pay center 
-Spanish speaker desirable but not required 
-An equivalent combination of relevant experience and education may be 
considered 

 How To Apply 
 Apply online by completing the required information and attaching your 
cover letter and resume.  In your cover letter or resume, please describe 
your experience as it relates to the qualifications stated above and 
indicate if you are interested in full or part-time positions. 
YOUR COVER LETTER AND RESUME, PLUS ANY OTHER REQUESTED MATERIAL, MUST BE 
IN ONE ATTACHMENT.  Only online applications are accepted for this 
position.  The results of the resume screening process will be sent to 
your primary email address. 

 What You Need To Know 
 -For other important information related to employment with the City of 
Phoenix, please visit: www.phoenix.gov/jobs/info.pdf 
-If you need assistance applying for this job, please contact our HR 
Center at (602) 262-6277 
 Reference   Utilities Service Trainee, 01360, #4303, 12/06/10, AA, 
Benefit Code, Unit 3 

Keith Poole
Human Resources Supervisor
City of Phoenix Human Resources Dept
Employment Services
(602) 262-7140
keith.poole at phoenix.gov

"Phoenix - 2009 All-America City"



Joel Wiesen <jwiesen at appliedpersonnelresearch.com> 
Sent by: ipac-list-bounces at ipacweb.org
01/05/2011 05:56 PM

To
IPAC-List <IPAC-List at ipacweb.org>
cc

Subject
[IPAC-List] Customer Service Position Description






How typical is it to include phrases like, "Maintains a positive 
attitude" in a customer service position description?

Are there other such phrases that are often used to describe duties or 
skills?

Might you be able to share some sample position descriptions that use 
such phrases?

Thx.

Joel


-- 
Joel P. Wiesen, Ph.D., Director
Applied Personnel Research
62 Candlewood Road
Scarsdale, NY 10583-6040
(617) 244-8859
http://appliedpersonnelresearch.com

_______________________________________________________
IPAC-List
IPAC-List at ipacweb.org
http://www.ipacweb.org/mailman/listinfo/ipac-list