The City of GlendaleÂ’s generous benefits package includes:
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
• Mandatory employee contributions of 12.27% are matched by the City.
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.
Provides customer service assistance to all utility billing and sales tax customers in a high volume phone and walk-in environment. Ensures business are in compliance with business license and sales tax requirements. Essential Functions
• Provides customer information, responds and resolves difficult and sensitive inquiries and concerns from citizens and other agencies regarding charges, delinquencies, refunds and services for water, sewer and sanitation services both on the phones and all walk-in customers; responds verbally or in writing to complaints relating to billing policies and procedures.
• Handles new customer accounts by accepting applications for utility services and sales tax and/or business licenses; reviews applications for accuracy and completeness; processes new accounts and updates the system.
• Analyzes and educates customers in the areas of sales tax, water consumption, sewer calculations and troubleshoots high usage complaints.
• Analyzes customer account information for payment options, payment arrangements on delinquent utility accounts.
• Accepts and processes utility payments over the phone and utility, sales tax and miscellaneous receipts in person.
• Open and closes utility accounts and prepares appropriate work orders for the Field Customer Service department.
• Researches 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 submits required miscellaneous, financial adjustments.
• Advises license applicants and tax code violators of ordinance regulations and license requirements; disburses appropriate license applications.
• Reviews and inputs sales tax returns, applications and statement of accounts which include a high volume of data entry.
• Provides taxpayer information to audit staff for possible audit leads.
• Reviews laws, ordinances, code and policies to verify taxability, classify license types and authorize deduction allowances: educates businesses about licensing requirements and sales tax responsibility; assists customers in completion of forms and reconciliation.
• Receives deposits, counts and verifies totals, enters into iNovah cash receipts system, prepares treasurers receipts and prepares deposits for various city accounts; posts cash receipts from internal and external sources into iNovah cash receipts system.
• Balances cash drawer; prepares and reconciles daily deposits, cash and fund-department-account entry; prepares 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 trains in equivalent areas of the department.
• Regular and predictable on-site attendance required.
• Performs other related duties as assigned.
Minimum Qualifications/Special Requirements/Success Factors
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 data base 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
Success Factor Classification Level – Foundational
To view the success factor definitions please click here. (If needed, click here to download PDF reader).
This position description does not constitute 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.Office setting. Work may involve extensive standing. Exposure to hostile, irate, and sometimes threatening individuals over compliance issues in a fast paced environment
