Qualifications CUSTOMER RELATIONS SPECIALIST This recruitment is open for two weeks. Deadline to submit application is Thursday, January 9, 2025. Hourly Salary Range: $24.11 - $32.07 The City of Tempe offers a comprehensive benefits package including: 13 Paid Holidays, 1 Personal Day, up to 8 hours Winter Holiday Leave Vacation Accrual; starts at 9.33 hours/month. Higher monthly vacation accrual rates may be available with prior ASRS service. Sick Leave Accrual; 8 hours/month Medical, Dental and Vision Benefits Wellness Program Discount on health premiums Medical Reimbursement Program; $56/month Tuition Reimbursement; $6,500/year Participation in the Arizona State Retirement System (ASRS) Defined benefit plan with mandatory employer and employee contributions currently at 12.27% which includes a Long-Term Disability benefit Supplemental Retirement Plans through Nationwide; 457, 401K, and Employer contribution To view the employee benefit summary, please visit: Employee Benefit Summary Department / Division: City Manager / Customer Relations Division Job Type : Full-Time Regular Schedule: Wednesday through Friday, 9:00 a.m. to 6:00 p.m. Saturday and Sunday, 8:00 a.m. to 5:00 p.m. Training (minimum of 30 days): Monday – Friday; 8 a.m. – 5 p.m. This is a position that works remotely, must live in the Phoenix Metropolitan area. Job Number: RC# 902230 DESCRIPTION This position serves as the City of Tempe's main point of contact for residents, businesses, and visitors, addressing inquiries about city services, reporting issues, and providing access to information. The role involves managing and processing all incoming phone calls, emails, online requests, and mobile app inquiries related to services or information. Additionally, the position is responsible for creating and updating accurate Tempe 311 content within a CRM system to ensure high-quality, comprehensive customer support. The ideal candidate for this position would possess strong communication skills, with the ability to effectively interact with residents, businesses, and visitors, providing clear and accurate information through various channels such as phone, email, and digital platforms. A customer service-focused individual is essential, demonstrating patience, empathy, and a commitment to resolving issues in a timely manner. The candidate should be technically proficient, with experience in managing and updating content within automated systems, such as Tempe 311, and navigating various digital platforms. Adaptability is important to thrive in a constantly changing environment, and experience in customer support or public services is highly desirable. Lastly, the candidate must possess strong multitasking abilities to manage various forms of communication and requests simultaneously, ensuring both quality and efficiency. MINIMUM QUALIFICATIONS Work Experience: Requires two (2) years of customer service experience preferably in a public sector and/or call center setting. Candidates must have the minimum amount of work experience. Years of experience are based upon a full-time work schedule (2,080 hours per year). The sum of an applicant’s full-time and/or part-time qualifying work experience must meet or exceed the stated minimum qualification. Education will not substitute for the required work experience; however, related unpaid and/or volunteer work experience may be used as qualifying work experience. Education: Requires High school diploma, GED, or equivalency. Specialized training in word processing, Cisco services, CRM systems, and / or Bilingual (Spanish / English) skills preferred. ADDITIONAL REQUIREMENTS Applicants considered for this job classification must pass the following: Criminal history background investigation ESSENTIAL FUNCTIONS For a complete list of City of Tempe job descriptions go to: Job Descriptions | City of Tempe, AZ This position is FLSA Non- Exempt which means employees are eligible for overtime compensation and/or compensatory time. Employees in this position are represented by the United Arizona Employees Association (UAEA). EQUAL EMPLOYMENT OPPORTUNITY : The City of Tempe is an Equal Opportunity / Reasonable Accommodation employer. The City does not discriminate on the basis of race, color, gender identity, sexual orientation, religion, national origin, familial status, age, disability, and United States military veteran status. Pursuant to the Americans with Disabilities Act, the City will make a reasonable accommodation(s) during the recruitment & selection process. Persons with a disability may request a reasonable accommodation by contacting Human Resources at 480-350-8276. Requests should be made as early as possible to allow time to arrange the accommodation.
Salary:
Employment Type: Full-time
Qualifications
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