Customer Service Representative Level 7-1

Salt River Project • San Tan Valley, AZ

271d • Remote

About The Position

Join us in building a better future for Arizona! SRP is one of the largest public power and water utilities in the U.S. providing electricity to approximately one million customers in the greater metropolitan Phoenix area. Since its founding in 1903, SRP has fostered a culture of stewardship and customer service consistently ranking as an industry leader in customer service according to J.D. Power and named one of Arizona's best employers by Forbes. SRP continues to adapt to its changing business environment by seeking innovative ways to reimagine utility service and the provision of critical resources essential to the life and economy of Arizona. Under general supervision, performs duties necessary to allow SRP to serve its customers and clients in a safe, effective and efficient manner. This may include work involved with customer contact; either written, over the phone, in person, electronically, etc. The research, analysis, interpretation and/or changes to customer data either electronically on-line or manually to allow the timely and accurate billing and/or collections for services rendered to customers. The application of credit policies in accordance with policies and procedures. This may involve call-out or extended shift assignments to meet customer services emergency needs or situations.

Requirements

• Experience as a Customer Services Rep. or Customer Services Rep. Trainee or Administrative Clerk or General Clerk or equivalent.
• Must be able to work from the PINAL CONTACT CENTER, located at 3735 E. Combs Rd., San Tan Valley, AZ 85140.
• Must reside in the Phoenix metro area.
• Must have the ability to understand and carry out oral and written instructions.
• Must have the ability to accurately and legibly complete applicable paperwork.

Nice To Haves

• Bilingual (English/Spanish) speaking applicants are preferred for other Customer Service Representative positions.

Responsibilities

• Receives, researches and resolves inquiries, complaints and requests from customers involving rates, policies, practices, procedures, and products and services.
• Research analysis, calculation and/or changes to customer account information (either electronically or manually) to allow the timely and accurate billing and/or collections for services rendered to customers.
• Research, analysis and/or changes to customer account information (either electronically or manually) to correct any errors on customer accounts, billing data or metering data.
• Establish new accounts, market and administer services and programs, and coordinate with municipalities.
• Research, analysis and preparation of various entries, reports and statistics.
• Application of credit policies in accordance with Customer Services' policies and procedures.
• Research and respond to customer inquiries of payments, account balances, usage patterns and other account information.
• Initiate and/or complete in the system appropriate and timely field orders, field investigations or other orders as requested by customers or prescribed by policies and procedures.
• Processing, directing and dispatching of field personnel to affect the completion of filed orders, appointments and requests.
• Answer and handle customer outage contacts, including entering trouble orders.
• Perform cashiering duties that include accepting power and water payments, daily balancing of cash drawer, reconciliations and preparation of bank deposits.
• Conduct normal daily operations and opening and closing of business offices in accordance with established policies and procedures in the immediate absence of a business office supervisor.
• Inform customers of water ordering and delivery procedures and terminology.
• Input information to the Miscellaneous Accounts Receivable system to effect the accurate recording and billing of receivables.
• Maintenance, filing and storage of paper or electronic customer information, customer ledgers and other customer records.
• Coordinate work with internal departments to accomplish tasks.
• Assist other representatives and perform other duties as necessary or assigned.

Benefits

• Pension Plan (at no cost to the employee)
• 401(k) plan with employer matching
• Medical, vision, dental, and life insurance available from the first day
• Over 200+ hours of PTO (includes vacation days, holidays, floating holidays, and sick leave)
• Parental leave (up to 4 weeks) and adoption assistance
• Wellness programs (including access to a recreation and fitness facility)
• Short and long-term disability plans
• Tuition assistance for both undergraduate and graduate programs
• 10 Employee Resource Groups for career development, community service, and networking

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Utilities