Customer Service Representative

Position Scope

Our Vision: We aspire to be the community of limitless possibilities.

Our Mission is to provide exceptional services for a safe, thriving community, while honoring our history and innovating for the future.

Embrace the New - Do Right - Lend a Hand - Find a Way - Enjoy our Work - Celebrate Uniqueness

Our Benefits
The City of Buckeye provides an extensive benefits package designed to support the well-being of our employees. This includes health, dental, vision, life, pet insurance, as well as wellness incentives. Coverage begins the first day of the month following the start of your employment.

Vacation & Sick Leave

At the City of Buckeye, we understand the vital role that vacation time plays in supporting the mental, physical, and emotional well-being of our employees. Vacation and sick leave accruals begin on the first day of employment and may be used upon accrual. Additionally, employees receive credit towards vacation leave accruals for years of service with other public sector retirement systems nationwide (not including Federal service).

Holidays

The City of Buckeye observes eleven holidays per year: New Years Day, Martin Luther King Day, Presidents Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Veteran's Day, Thanksgiving and the day after Thanksgiving, and Christmas Day.

Retirement
This position participates in the Arizona State Retirement System (ASRS). Contribution is mandatory, and the current contribution rate is 12%, per fiscal year.

Primary Duties and Responsibilities

GENERAL PURPOSE: Under general supervision, provides customer service to City recreation customers.

The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

• Provides excellent customer service by answering incoming calls, directing callers to the appropriate person or department, relaying messages, and assisting visitors or customers with inquiries and applications.
• Accepts and processes program registrations, rentals, payment assistance applications, and related payments in person, by phone, electronically, or via mail. Ensures accurate data entry into customer information systems.
• Resolves customer inquiries and discrepancies related to services, usage, or billing. Prepares and processes program registration, facility reservations, updates customer accounts, calculates and submits billing adjustments, and reconciles financial transactions.
• Maintains accurate records and files for financial transactions, service locations, and customers. Updates production spreadsheets, creates and proofreads documents, and ensures accuracy and compliance in all documentation.
• Performs clerical and administrative tasks such as data entry, record keeping, preparing documents, scanning, and managing mail distribution. Coordinates and schedules meetings and appointments as requested.
• Provides information and assistance to customers and staff regarding applications, government forms, or city-related programs.
• Responds to requests for information within authority and ensures timely and efficient support.
• Performs other duties as assigned or required.

Minimum Qualifications & Position Requirements

Education and Experience:

High School diploma or GED equivalent and two (2) years of high-volume telephone or business office customer service experience; OR any equivalent combination of education and experience that meet the minimum requirements may be substituted. Preference will be given to those applicants with recreation software experience.

Necessary Knowledge, Skills and Abilities:

Knowledge of:

• City policies and procedures
• Principles of record keeping and records management
• Principles and practices of customer service
• Keyboarding skills with a minimum of 40 wpm
• Proficient in typing and data entry to support administrative and communication tasks
• Basic mathematical concepts

Skill in:

• Operating a personal computer utilizing a variety of business software including Office Programs (TEAMS, Office 365, etc.)
• Effective oral and written communication

Ability to:

• Perform mathematical computations
• Follow oral and written directions
• Establish and maintain positive, effective working relationships with those contacted in the performance of work.

12-Month Goals:

• Demonstrate the ability to learn all City cash handling procedures.
• Demonstrate the ability to multi-task as needed.
• Demonstrate the ability to de-escalate customer issues and concerns.
• Learn and understand the RecTrac system, including enrollment, updates, refund and additional processing features.
• Work independently answering phones and covering front lobby transactions within the first 90 days.

Additional Information

Special Requirements: None

Physical Demands / Work Environment: Standard office environment.

Reports To: Recreation Manager

Supervision Exercised: None

FLSA Status: Non-exempt

EQUAL EMPLOYMENT OPPORTUNITY : It is the policy of the city to provide employment opportunities to all persons based solely on ability, regardless of race, color, religion, sex, national origin, age, sexual orientation, gender identity or disability.

Employee Benefits & Wellness

The City offers a comprehensive benefits package to full-time classified and management employees. Part-time classified employees may be eligible for select benefits where defined.

For complete Benefit Plan & Wellness Information, please visit the City website at:
Benefits & Wellness

City benefit plans are subject to change at any time.

Closing Date/Time: 9/3/2025 11:59 PM Mountain

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• City of Buckeye, AZ

• 623-349-6000

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