Temporary Customer Service Representative La Linea Level 7-1

SRP • Mesa, AZ

6d • Hybrid

About The Position

SRP is hiring a bilingual (English/Spanish) Customer Service Representative to perform customer-service and account-support duties under general supervision. The role helps SRP serve customers safely, effectively, and efficiently through written, phone, in-person, and electronic contact. It involves researching and resolving customer inquiries, analyzing and updating account information, supporting accurate billing and collections, and applying credit policies and company rules. The position may involve call-out or extended shifts for customer-service emergencies. It is a temporary, full-time position for 24 months, with the opportunity to become regular full-time. Employees are paid during training and transition. After training and transition, the contact center uses a hybrid arrangement: two days per week in the Mesa office and the remaining scheduled days working from home. Employees must live in the Phoenix metro area and be available for any schedule, including weekends and holidays. Training is approximately 12–14 weeks; it is held Monday through Friday, 8:30 a.m.–5:00 p.m., with classroom training in person at SRP’s Southside Water Service Center in Mesa. SRP provides equipment for working from home; employees must supply reliable internet (50 Mbps recommended) and a quiet, distraction-free workspace. Time-off requests cannot be accommodated during the first three months of employment.

Requirements

• High school diploma, GED, or equivalent.
• Experience as a Customer Services Representative, Customer Services Representative Trainee, Administrative Clerk, General Clerk, or equivalent experience.
• Fluent in Spanish; this is a bilingual English/Spanish position.
• Must reside in the Phoenix metropolitan area and be able to report to local facilities when required.
• Must be available to work any schedule after training and transition, including weekends and holidays.
• Must provide a reliable home internet connection (50 Mbps recommended) and a quiet, distraction-free home workspace.
• Must be legally authorized to work in the United States; SRP does not sponsor H-1B, OPT, or other employment-related visas.
• Must comply with SRP’s pre-employment drug/alcohol policy.

Responsibilities

• Receive, research, and resolve customer inquiries, complaints, and requests concerning rates, policies, procedures, products, and services through written, phone, in-person, or electronic contact.
• Research, analyze, calculate, and update customer account information to support timely and accurate billing and collections.
• Correct errors in customer accounts, billing data, or metering data.
• Establish new accounts; market and administer services and programs; and coordinate with municipalities.
• Research, analyze, and prepare entries, reports, and statistics.
• Apply credit policies and interpret and apply Rules and Regulations and other applicable company policies and procedures.
• Respond to questions about payments, account balances, usage patterns, and other account information.
• Initiate and complete field orders, investigations, and other orders in a timely manner as requested or required by policy.
• Process, direct, and dispatch field personnel to complete orders, appointments, and requests.
• Handle customer outage contacts and enter trouble orders.
• Explain water ordering and delivery procedures and terminology to customers.
• Maintain paper or electronic customer information, ledgers, and other customer records.
• Coordinate work with internal departments and assist other representatives as needed.
• Work safely and efficiently, maintain effective working relationships, follow oral and written instructions, and complete applicable paperwork accurately and legibly.
• Perform other duties as assigned.

Benefits

• Choice of medical plans
• Paid sick time (one hour for every 30 hours worked; temporary full-time employees may accrue up to 40 hours in a calendar year)
• 401(k) with employer matching
• SRP Pension Plan
• Employee wellness testing and certifications
• Employee Resource Groups for career development, community service, and networking

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED