Customer Service Representative

Posting Close Date: 

Applicants must submit their completed application by 03-16-2025 at 11:59 p.m. MST

ABOUT THIS JOB

Position Specific Summary

The Customer Service Representative position at the City of Tucson’s Public Defender’s Department is responsible for providing front-line support to clients, answering inquiries, scheduling appointments, and assisting with case-related information. 

Work is performed under the supervision of the Management Coordinator. This position does not supervise. 

Duties and Responsibilities

• Acts as the primary point of contact for clients seeking public defender and attorney services, answering phone calls, emails, and in-person inquiries. Transfers calls to attorneys and paralegals as needed. Provides information about case status, next steps, and available resources. Greets customers, processes applications for service and responds to requests. Escalates complex issues to supervisors or attorneys when necessary.
• Assists clients experiencing homelessness or who may be in need of resources such as food and blankets. Addresses and resolves customer issues and assists with deescalating irate situations. Researches inquiries and discrepancies, follows up on complaints, and coordinates with field personnel to ensure effective communication and resolution.  
• Prepares and maintains files, records, and logs. Enters and corrects information in the computer system. Completes, processes work orders and handles correspondences. Prepares reports, forms, and purchase orders. Uses case management software to search for client information.
• Assists with paperwork, including intake forms and legal documentation. Distributes interoffice mail and facilitates communication between the division. Accepts invoices and routes to the appropriate supervisors.
• Performs all other duties as assigned.

All duties and responsibilities listed are subject to change.

MINIMUM QUALIFICATIONS

Education Level & Type: High School Diploma or G.E.D.

Experience: 1 year

*Any combination of relevant education and experience may be substituted on a year-for-year basis

Preferred Qualifications- 
Experience in Bill and/or Account Collection or Customer Service. 
Experience navigating an electronic case management system. 
Experience working with individuals managing mental health disorders. 
Bi-lingual (English / Spanish) 

Application and Special Instructions

POSITION DETAILS

Job Profile

J0152 - Customer Service Representative

To view the full job profile including classification specifications and physical demands click here.

Compensation Grade

G102

Hourly Range

$16.50 - 24.75 USD

The City of Tucson considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate's work experience, education/training, key skills, and internal equity.

FLSA

Non-Exempt

Position Type

Regular

Time Type

Full time

Department

Department Link

NA

Background Check:  This position has been designated to require a criminal background check. 

ABOUT US

Benefits: The City of Tucson offers a generous benefits package for benefit-eligible positions. The comprehensive, flexible, and affordable coverage is designed to optimize health and well-being, security and future, and peace of mind. Benefits begin with medical, dental, vision, life, disability, and FSA coverage, surpassing your standard 401(k) program by offering a rich pension plan plus optional Roth and pretax deferred compensation savings. With your well-being in mind, our paid time off program provides new hires with 38 paid days off in the first year of employment, with time off increasing steadily in subsequent years. We offer twelve weeks of paid parental leave, paid tuition reimbursement, student loan repayment, off- and on-the-job training, and opportunities to forge connections with peers and the community through employee resource groups and paid volunteer hours. You can learn more about our benefits at https://www.tucsonaz.gov/Departments/Human-Resources/Employee-Benefit-Snapshot.

Citizenship: The City of Tucson employs only U.S. Citizens and lawfully authorized non-U.S. Citizens. All new employees must show employment eligibility verification as required by the U.S. Citizenship and Immigration Status.

City of Tucson is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer and does not discriminate based on race, color, religion, sex (including sexual orientation, gender identity, and pregnancy), national origin, veteran status, age, disability, genetic testing, or any other protected status.  If you believe you have been a victim of discrimination, you may file a complaint with the City of Tucson's Office of Equal Opportunity Programs, U.S. Equal Employment Opportunity Commission (EEOC) or Arizona Attorney General's Office of the Civil Rights Division (ACRD).  Click for more information from ACRD about employment discrimination and how to file a complaint with ACRD 

The City of Tucson is committed to providing access and reasonable accommodation for individuals with disabilities or who require religious accommodation; please contact Human Resources at EmployeeLeaves@tucsonaz.gov or 520-791-2619.   

Recruiter Name

Noelle Smith (103931)

Recruiter Email

NA

For Human Resources general questions please contact 520-791-4241.