Job Details

CSR

Location: Prescott Valley, AZ

Sierra Vista, AZ 85635

12 Months Contract

Work Schedule: Monday–Friday, 8:00 AM – 5:00 PM

Hours per Week: 40

Shift: Day

100% Onsite

Job Description:

Job Details

Work Arrangement:

Position Summary

This Customer Service Representative II position performs journey-level customer service activities initiated by the general public. The role involves providing information, resolving customer issues, maintaining accurate records, and applying discretion when handling sensitive or complex matters in accordance with established guidelines and policies.

Key Responsibilities

• Confer with customers by telephone or in person to provide information about products or services.
• Provide services such as licenses, registrations, titles, permits, or program eligibility information.
• Take, enter, or cancel orders and accounts as required.
• Resolve customer service or billing complaints, including refunds, adjustments, or exchanges.
• Keep records of customer interactions, inquiries, complaints, and actions taken.
• Ensure appropriate changes are made to resolve customer problems.
• Complete contract forms, change of address records, or service discontinuance orders using computer systems.
• Refer unresolved customer grievances to designated departments for further investigation.
• Determine charges for services requested, collect payments or deposits, or arrange for billing.
• Conduct research, compile information, and analyze policies and procedures to resolve customer issues.
• Periodically add money receipts, reconcile cash, and prepare or transmit deposits to the bank or state treasurer as required.

Required Skills

• Customer service experience
• Ability to follow established guidelines
• Ability to solve difficult customer service complaints or problems

Preferred Skills

• Spanish-Bilingual candidates preferred