Experienced Customer Service Representative – Utility Billing and Sales Tax Support

Join arenaflex, a dynamic and innovative organization, in a challenging and rewarding role that requires exceptional customer service skills, financial acumen, and attention to detail.

About arenaflex

arenaflex is a forward-thinking organization that prides itself on delivering exceptional customer experiences. Our team is dedicated to providing top-notch service to our customers, and we're seeking a talented and motivated individual to join our ranks. As a Customer Service Representative, you will play a critical role in ensuring that our customers receive the highest level of service, support, and care.

Key Responsibilities

As a Customer Service Representative, you will be responsible for providing exceptional customer service to all utility billing and sales tax customers in a high-volume phone and walk-in environment. Your primary duties will include:

• Providing customer information, responding to, and resolving difficult and sensitive inquiries and concerns from citizens and other agencies regarding charges, delinquencies, refunds, and services for water, sewer, and sanitation services.
• Handling new customer accounts by accepting applications for utility services and sales tax and/or business licenses; reviewing applications for accuracy and completeness; processing new accounts and updating the system.
• Analyzing and educating customers in the areas of sales tax, water consumption, sewer calculations, and troubleshooting high usage complaints.
• Analyzing customer account information for payment options, payment arrangements on delinquent utility accounts.
• Accepting and processing utility payments over the phone and utility, sales tax, and miscellaneous receipts in person.
• Opening and closing utility accounts and preparing appropriate work orders for the Field Customer Service department.
• Researching municipal billing or sales tax databases to obtain account information for billing discrepancies, proper payment posting, or determining action to be taken on delinquent accounts and submitting required miscellaneous, financial adjustments.
• Advising license applicants and tax code violators of ordinance regulations and license requirements; disbursing appropriate license applications.
• Reviewing and inputting sales tax returns, applications, and statement of accounts which include a high volume of data entry.
• Providing taxpayer information to audit staff for possible audit leads.
• Reviewing laws, ordinances, code, and policies to verify taxability, classify license types, and authorize deduction allowances: educating businesses about licensing requirements and sales tax responsibility; assisting customers in completion of forms and reconciliation.
• Receiving deposits, counting, and verifying totals, entering into iNovah cash receipts system, preparing treasurers' receipts, and preparing deposits for various city accounts; posting cash receipts from internal and external sources into iNovah cash receipts system.
• Balancing cash drawer; preparing and reconciling daily deposits, cash, and fund-department-account entry; preparing deposit for armored car transport; may also include processing waste disposal transactions, processing and scanning utility billing and sales tax remittances, and batch balancing.
• May assist with training of new employees, and cross-train in equivalent areas of the department.

Essential Qualifications

* Two years of customer service experience involving financial transactions, including face-to-face customer contact, and working in a high-volume call center.

• Any equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities is qualifying. One year of relevant experience may be substituted for each year of required education.
• Knowledge of:

+ City licensing ordinances, City and State tax codes + General business operation, accounting, and municipal billing systems + Customer service principles + Relational database systems + Use of personal computers and various software applications + Modern office practices, procedures, and equipment

• Ability to:

+ Interpret and apply codes, statutes, and policies and procedures + Effectively communicate verbally and in writing + Influence, negotiate, and defuse difficult situations + Use tact and discretion when dealing with the public + Establish and maintain effective working relationships with businesses, City staff, and the public + Exercise judgment in prioritizing and processing payment transactions + Prepare and maintain complete and accurate financial records and files + Make mathematics calculations with speed and accuracy + Follow oral and written instructions and standing procedures

Preferred Qualifications

* Experience working in a fast-paced environment with high volume customer interactions

• Knowledge of municipal billing systems and procedures
• Experience with data entry and cash handling
• Strong analytical and problem-solving skills
• Ability to work independently and as part of a team

Work Environment and Culture

As a Customer Service Representative at arenaflex, you will work in a dynamic and fast-paced environment with a team of dedicated professionals. You will be expected to provide exceptional customer service, work independently, and as part of a team, and maintain a high level of accuracy and attention to detail. arenaflex offers a comprehensive benefits package, including:

• Leave Accruals:

+ Vacation: 17 days annually, up to 24 days annually based on years of service + Holidays: 11 paid holidays per year + Sick Leave: 14 days per year

• Retirement: Arizona State Retirement System
• Medical:

+ Three options administered by Blue Cross Blue Shield Arizona + The city contributes $1,000 annually to Health Savings Account when high deductible health plan is selected + Healthcare Cost Reduction incentives up to $360/year are available to participating employees + Comprehensive Employee Wellness Program

• Dental:

+ Two options administered by Delta Dental

• Vision:

+ Administered by United Healthcare

• Life:

+ City paid life insurance equal to annual salary rounded to nearest thousand

Compensation and Benefits

arenaflex offers a competitive salary and benefits package, including a comprehensive benefits program, paid time off, and opportunities for career growth and development.

How to Apply

If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion.

Disclaimer

This job description is not an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the position change. Apply for this job