Utility Account Relations Specialist I

Posting Close Date: 

Applicants must submit their completed application by 03-08-2026 at 11:59 p.m. MST

Application and Special Instructions

APPLICATION REQUIREMENTS: As part of the online application process, all applicants are required to submit both an updated resume and cover letter.

Applications received that do not contain a resume and a cover letter with responses to all the required questions listed below will be considered incomplete and will not be considered further in this recruitment process.

In your cover letter, please ensure to include responses to the following:

1. Provide a summary of your advanced skills in the use of Customer Billing Systems. Include the name of the employer(s) where you gained this experience, your job title, and dates of employment.
2. Provide a summary of your experience with utility billing involving rates and services. Include the name of the employer(s) where you gained this experience, your job title, and dates of employment.
3. Provide a summary of your experience in a call center environment. Include the name of the employer(s) where you gained this experience, your job title, and dates of employment.
4. Provide a summary of your knowledge of Microsoft Office applications (Word, Excel, and Access). Include the name of the employer(s) where you gained this experience, your job title, and dates of employment.
5. Provide a summary of your experience with setup and operation of remote environment devices. Include the name of the employer(s) where you gained this experience, your job title, and dates of employment.

If you possess any of the preferred qualifications listed above, and wish to receive consideration for the experience, the information must be verifiable in your resume and cover letter.

WHAT HAPPENS NEXT: This testing process will consist of two components: Part I is an On-line Practical Assessment and Part II is an Interview.

Part I Practical Assessment: applicants who meet the minimum qualifications will proceed to an on-line assessment that utilizes computer software to simulate a call center environment to assess the following skills: reading comprehension, cross referencing, keyboarding and data entry, mathematics, map reading, and proofreading.

NOTE: Qualified applicants will receive the test link from onlinetesting@invitations.testgenius.com by 5:00pm (Arizona time) on March 19, 2026. However, the link will not be active until 12:00am (Arizona time) on March 20, 2026, and will expire at 11:59 pm (Arizona time) on March 23, 2026.

Applicants will have a 4-day window to complete Part I of the exam. Part I can take up to 1 hour and will expire at 11:59 pm on March 23, 2026. (Arizona time). Please be sure to allow ample time to complete the exam within the allotted time frame and prior to the exam expiration time. Applicants who do not complete the test on time will not be considered. Additionally, applicants found to be dishonest during the testing process will be disqualified.


IMPORTANT: Please ensure your browser accepts emails from onlinetesting@invitations.testgenius.com and check your email account regularly; this may include your junk box/spam filter.

The test is fully compatible with the latest version of Chrome, Edge, and Firefox. Safari users will have to follow the onscreen instructions after clicking the test link for enabling the auto-play function within the Safari browser. Please note, Microsoft is no longer supporting Internet Explorer thus the test may not be compatible with the Internet Explorer browser.


Part II Interview: Those who pass the practical assessment will proceed to an in-person interview the first week of April.

Applicants who pass the practical assessment and the interview will receive a verbal contingent job offer the week of April 20, 2026.

* * * This selection process will staff a training class beginning May 18, 2026 * * *

In the first year, Specialists will receive, approximately twelve weeks (12) of in-person classroom training. During this period, Specialists are expected to be present every day between 8:00 am to 5:00pm. Training will consist of customer billing system training, procedural training, and time listening and taking inbound customer calls.

RECRUITER CONTACT INFORMATION: Should you have any questions related to this recruitment process, please contact roxie.escarcega@tucsonaz.gov or (520) 837-2138.

ABOUT THIS JOB

The Utility Account Relations Specialist I position at the City of Tucson's Water Department serves as the main point of contact between customers and the utility providing customer education, assistance, and processing monetary transactions for utility customers in person, over the phone, and through email.

Work is performed under the supervision of the Utility Account Supervisor. This position does not supervise.

Duties and Responsibilities:

• Provides service to customers over the phone, in person (over the counter), or via email, answers customer questions, follows up on complaints, and provides resources and solutions. Assists customers with paying bills via phone or online. Assists customers experiencing water outages or concerns about water quality. Explains information to the public including requirements of City Policies and Tucson City Code.

• Researches account inquiries for discrepancies and notates accounts as needed. Processes activations, terminations, and interruption of service. Verifies completeness and accuracy of transactions. Assists with high bill inquiries and payment adjustment eligibility. Calculates figures and amounts utilizing basic math. Processes payment plans and payment extensions for past due and delinquent accounts. Reviews customer billing accounts to ensure accuracy of application of payments. Return correspondence.

• Provides cashier support at various public water locations as needed. Receives, processes, and documents payments into the system. Maintains, balances, and audits payment reports, daily deposits and counts cashier drawer. Processes all City of Tucson collections of charges, licensing fees, and payments. Collects proper legal documentation necessary for service. Submits supply requests as needed.

• Performs all other duties and tasks as assigned. Participates in special divisional projects when offered.

Working Conditions: Call Center/Solution Center mostly office environment. The Solution Center hours of operation are Monday through Friday from 8:00 am to 5:00 pm, and Saturday 7:00 am to 4:00 pm. Specialists must be available to work any hours between this time. Hours and days are subject to change based on business need.

All duties and responsibilities listed are subject to change.

MINIMUM QUALIFICATIONS

Education: High School Diploma/GED
Experience: One (1) year of relevant experience
Equivalency: Any combination of relevant education and experience may be substituted on a year-for-year basis.
 
                           
Preferred Qualifications:

The ideal candidates will possess the following:
1. Advanced skills in the use of Customer Billing Systems
2. Experience with utility billing involving rates and services
3. Experience in a call center environment
4. Intermediate knowledge of Microsoft Office applications (Word, Excel, and Access
5. Experience with setup and operation of remote environment devices

POSITION DETAILS

Job Profile

J4000 - Utility Account Relations Specialist I

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

Compensation Grade

G103

Hourly Range

$18.15 - 27.23 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

Water Utility, ZBUDG HIER - Recurring

Department Link

https://www.tucsonaz.gov/Departments/Water

Background Check:  This position has been designated to require a criminal background check.  The City of Tucson is a Second Chance Employer.

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

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. The City of Tucson does not offer visa sponsorship.

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).   

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 or 520-791-2619.