Customer Service Representative

Requirements

• Education: High school diploma or equivalent
• Experience: One (1) years of relevant experience.
• Any combination of relevant education and experience may be substituted on a year-for-year basis.
• Bi-lingual (English / Spanish)
• Experience navigating an electronic case management system.
• Experience working with individuals managing mental health disorders.
• Experience in Bill and/or Account Collection or Customer Service.
• Experience in legal setting. POSITION DETAILS
• Job Profile
• J0152 - Customer Service Representative To view the full job profile including classification specifications and physical demands click https://www.tucsonaz.gov/Departments/Human-Resources/Tucson-Talent .
• 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.
• Fair Labor Standards Act (FLSA)
• Non-Exempt Position Type
• Regular Time Type
• Full time Department
• City Public Defender Department Link
• https://www.tucsonaz.gov/Departments/Tucson-City-Court/Public-Defender Background Check
• This position has been designated to require a criminal background check. The City of Tucson is a Second Chance Employer.

Benefits

Additional Information

Posting Close Date Applicants must submit their completed application by 06-19-2026 at 11:59 p.m. MST Application and Special Instructions Please upload your resume with your application. Interview Information: The top ten highest‑scoring applicants will be invited to an in‑person panel interview at the City Court Public Defender's Office during the week of June 28, 2026. A hiring interview may also be conducted as part of the selection process. The eligibility list established from this process may be used to fill positions that become available over the next six (6) months. Recruiter Contact Information: If you have any questions, please contact Ankita Bhargava at LBS_HR@tucsonaz.gov. 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. Working Conditions Mostly office environment. All duties and responsibilities listed are subject to change.

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