[IPAC-List] Customer Service Position Description

keith.poole at phoenix.gov keith.poole at phoenix.gov
Thu Jan 6 10:41:50 EST 2011

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.

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

Job Requirements
-A service centered attitude
-Understanding of industry standards for providing exceptional customer
-Computer skills: Windows navigation, Word, Excel, Internet based
-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

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.
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

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

[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

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



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

IPAC-List at ipacweb.org

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