Customer Service Specialist LeadLake Havasu City, AZ
Job Title: Customer Service Specialist Lead
Salary: $25.68-$37.24/Hourly; DOQFLSA Status: Non-Exempt
Grade:
CP8Location: Lake Havasu City, AZYou must attach a resume to be considered for this position. Lake Havasu City is seeking a Customer Service Specialist Lead to support the day-to-day operations of the Customer Service Division. This position provides lead-level support and work direction to customer service staff while performing a variety of specialized administrative, billing, licensing, payment processing, and customer service functions.
Essential Functions:- The Customer Service Specialist Lead serves as a key resource for staff and customers, assisting with escalated customer concerns, utility billing and payment issues, delinquent accounts, licensing processes, reporting, and coordination with field personnel and vendors.
- The position also helps develop and implement procedures, train staff, improve department processes, and ensure work is completed accurately and efficiently
- Assist with the daily planning, assignment, monitoring, and review of Customer Service work; provide lead-level guidance, training, and support to staff.
- Serve as a first-level resource for escalated customer concerns, providing responsive service by phone, email, and in person and working to resolve issues effectively.
- Perform and coordinate utility billing, statement generation, payment processing, autopay, bank file preparation, finance resolution, and related account functions.
- Administer and support business licensing, temporary special event licensing, mobile food vendor permits, and short-term rental processes.
- Research and resolve payment discrepancies between banking records and the utility billing system.
- Manage meter-reading work orders in the system and coordinate with the Customer Service Field Supervisor and field personnel to ensure service orders are completed as scheduled.
- Develop, implement, maintain, and update departmental policies, procedures, processes, records, and documentation; ensure materials are accurate, complete, and compliant.
- Assist with the implementation of new programs, processes, and software, and train staff on updated systems and procedures.
- Prepare and distribute daily, weekly, and monthly reports, including delinquent account call lists, disconnection lists, and collection files; assist with IVR and outbound collection calls and coordinate with collection agencies to resolve delinquent accounts.
- Prepare internal and external autopay files and coordinate related payment processes.
- Process invoices, prepare purchase requisitions, assist with budget planning, monitor departmental expenditures, and coordinate purchases and services with vendors.
- Communicate with vendors regarding service tickets, system changes, upgrades, purchases, and other departmental needs.
- Assist with recruitment, interviews, and hiring for Customer Service and Meter Reading positions.
- Identify and recommend process, system, and service improvements to enhance departmental efficiency and customer service.
- We're Looking for Someone With:
- A strong commitment to excellent customer service
- Clear, professional communication skills (verbal and written)
- The ability to work effectively with the public, staff, and external partners
- Attention to detail and accuracy in data entry and recordkeeping
- The ability to manage multiple tasks and meet deadlines
- Proficiency with computers, office software, and standard office equipment
- The ability to remain calm and courteous in challenging situations
- Dependability, integrity, and a positive team-oriented attitude
- Qualified candidates will be required to participate in online testing, which will consist of Data Entry and 10 Key. Candidates will receive separate testing notification via email or text messaging and must complete testing as instructed; no extensions of deadline will be given.
Minimum Qualifications:- High school diploma or GED1-3 years' experience in basic accounting, customer service, and data entry.
- Proficiency with computers, office software, and data entry
- Valid Driver's License of the appropriate class.
Lake Havasu City is committed to providing equal employment opportunities to all applicants and does not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions, including, but not limited to lactation), national origin, age (40 or older), disability or genetic information.
Applicants for employment opportunities should be aware of the Lake Havasu City policies concerning the use of drugs and alcohol. These policies have not been altered by the passage of Proposition 207. The use of recreational marijuana is a violation of the City's Drug Free Workplace Policy. All positions within the City are required to submit to a pre-employment drug test. A positive result for drugs tested under the policy, including recreational marijuana, may be grounds for withdrawal of an offer of employment.
The City reserves the right to consider only the most highly qualified applicants. The succeeding examination processes may be required: training and experience, testing, panel interview, employment eligibility verification (EEV) requirements, personnel evaluation profile (PEP), polygraph test, background investigation, and alcohol/drug screening test. Appointment subject to successful background investigation and City-paid post-employment medical examination after offer of employment has been made.
