Customer Care Resolutions Specialist (Utilities Credit Counselor) – Phoenix, AZ

The Water Services Department provides water and wastewater services in an area of approximately 540 square miles and for a population of approximately 1,600,000. Nearly 1,400 employees carefully manage major assets and oversee critical programs to deliver reliable, clean, safe drinking water and remove wastewater. In addition, Water Contact Services provides information and direction regarding other city departments services such as public works, neighborhood services, etc.

The Customer Care Resolutions Specialist position is a higher level customer service position, dealing with more advanced and complex issues than an entry level customer service representative. This position also provides accurate information to the public regarding their utility service (billings, amounts, rates, service agreements, due dates, policy/code impacting city services). This position is expected to provide excellent customer service and resolve customer inquiries by utilizing appropriate resources and institutional knowledge received through directed training and accessing detailed information. This position will report to a Accountant I at Water Services contact/billing center. The work is reviewed through the established goals and evaluation for work product in relationship to daily, weekly, monthly and annual goals. This position is responsible for the administrative hearing process, public records requests and the sewer appeal process.


  • Verbal and written communication skills and use of active listening skills

  • Problem analysis and problem solving skills

  • De-escalation skills of customer concerns

  • Utilize strong customer Service skills in a team environment

  • Organizational skills and careful attention to detail

  • Ability to work autonomously under tight deadlines in a frequently changing environment

  • Resilience to change and process improvements

  • Ability to communicate orally with co-workers, customers, clients, or the public in a face- to-face one-to-one setting, in a group setting or using a telephone.

  • Ability to solve basic arithmetic problems in order to calculate bills, make billing adjustments

  • Ability to comprehend and make inferences from written materials.

  • Ability to operate a variety of standard office equipment requiring continuous or repetitive arm-hand movements.

  • Ability to produce written documents with clearly organized thoughts using proper sentence construction, punctuation and grammar.

  • Ability to learn job related material through oral instruction and observation in an on-the- job setting and through structured lecture and reading in a classroom setting.

  • Ability to enter data or information into a terminal, PC or other keyboard device.

  • Ability to work safely without presenting a direct threat to self or others.

  • Ability to work cooperatively with co-workers, customers and the public to provide information or resolve difficult problems.

  • Ability to observe, compare or monitor data to ensure proper billing of customers.

This recruitment may be used by any department for any current or future vacancies over the life of the eligible list.


$19.09 (minimum) – $28.02 (maximum) hourly / $39,707 – $58,282 annually. Candidates may be hired above the minimum depending pon qualifications.

A comprehensive benefits package is offered which includes traditional pension with employer and employee contributions; choice of medical HMO, PPO, or HSA plan; wellness incentive of up to $720 annually; dental; vision; life insurance; long-term disability; 401(a) and 457 plans; medical enrollment includes a monthly $150 City contribution to a Post-Employment Health Plan; bus/light rail pass; tuition reimbursement program; paid time off includes 11.5 paid holidays, 12 vacation days, and 15 sick days and personal leave days. For more details, visit:

Unit 3 Benefits


  • Two years of experience as a collector dealing with past-due accounts, including coordinating pay schedules and using various proper collection techniques and procedures.

  • Completion of at least 15 credits of college coursework in accounting, finance, or business administration.

  • An equivalent combination of related experience and education may be considered.

  • The City job description can be found here.

The minimum qualifications listed above, plus:

  • Minimum of two years’ experience with direct in-person or telephone collections.

  • Experience and knowledge of policies and procedures of the City Water Services Customer Service Division.

  • Experience and knowledge of City Codes and Ordinances pertaining to billing operations, delinquent accounts and sewer and sanitation fees.

  • Proficiency in conversational Spanish.


First review of applications will occur the week of December 2, 2019. Recruitment will close when we have received a sufficient number of qualified applications or on December 16, 2019, whichever is sooner.


Apply online by completing the required information and attaching, as one document, your cover letter and resume. Please include your experience as it relates to the qualifications stated above. Only the highest qualified may be posted to the eligible to hire list. The results of the resume screening process will be sent to your primary email address.


  • Link to All City of Phoenix Employment Opportunities

  • If you need assistance applying for this job, please contact our HR Connection Center at (602) 495-5700.


Utilities Credit Counselor, JC:50160, ID#34432, 11/18/19, 6 mos, VG, Benefits: 003

City of Phoenix employees commit to Work Smart, Spend Wisely, Be Kind.

City of Phoenix is an equal opportunity employer. AmeriCorps, Peace Corps, and other national service alumni who meet the required qualifications are encouraged to apply.


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