Temporary Customer Service Representative Level 7-1

SRP • Mesa, AZ

6d • Hybrid

About The Position

Under general supervision, the Customer Service Representative performs duties that allow SRP to serve customers and clients safely, effectively, and efficiently. The role involves customer contact through written, phone, in-person, and electronic channels, as well as researching, analyzing, interpreting, and updating customer data to support timely and accurate billing and collections. The representative applies credit policies and relevant company rules and procedures, and may be assigned call-out or extended shifts to meet emergency customer-service needs.

This is a temporary, full-time position for 24 months, with an opportunity to become regular full-time. The contact center supports a hybrid work environment: after training and transition, employees work two days per week in the Mesa office and the remaining scheduled days from home. Training and transition take approximately 12–14 weeks and are paid. Training is Monday through Friday, 8:30 a.m. to 5:00 p.m.; the first seven weeks are described as in-person classroom training at the Southside Water Service Center in Mesa. SRP provides equipment for working from home; employees must provide reliable internet access (50 Mbps recommended) and a quiet, distraction-free workspace, and must reside in the Phoenix metro area. The contact center operates 24 hours a day, seven days a week. After training, employees must be available for any schedule, including weekends and holidays. Both 8-hour and 10-hour daily shift options are available; new hires typically receive a schedule starting at 10:00 a.m. or later. Schedules are reevaluated every six months and awarded based on performance. 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.
• Must be available to work any schedule after training, including weekends and holidays.
• Must reside in the Phoenix metro area because occasional reporting to local facilities is required.
• Must provide a reliable 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 work safely and efficiently, maintain effective working relationships, follow oral and written instructions, and accurately and legibly complete applicable paperwork.
• May be required to work a reasonable amount of overtime.
• Time-off requests cannot be accommodated during the first three months of employment.

Responsibilities

• Receive, research, and resolve customer inquiries, complaints, and requests concerning rates, policies, practices, procedures, products, and services through written, phone, in-person, or electronic contact.
• Research, analyze, calculate, and update customer account information to support accurate and timely billing and collections.
• Investigate and correct errors in customer accounts, billing data, and metering data.
• Establish new accounts; market and administer services and programs; and coordinate with municipalities.
• Prepare entries, reports, and statistics.
• Apply Customer Services credit policies, rules, regulations, and other applicable company policies and procedures.
• Research and respond to inquiries about payments, account balances, usage patterns, and other account information.
• Initiate or complete system field orders, field investigations, appointments, and other orders requested by customers or required by policy.
• Process, direct, and dispatch field personnel to complete field orders, appointments, and requests.
• Answer and handle customer outage contacts, including entering trouble orders.
• Perform cashiering duties, including accepting power and water payments, balancing the cash drawer, reconciling transactions, and preparing bank deposits.
• In the immediate absence of a business office supervisor, conduct daily business-office operations, including opening and closing, in accordance with established procedures.
• Inform customers about water ordering and delivery procedures and terminology.
• Enter information into the Miscellaneous Accounts Receivable system to accurately record and bill receivables.
• Maintain, file, and store paper or electronic customer information, ledgers, and other records.
• Coordinate work with internal departments and assist other representatives; perform other assigned duties.
• Work safely and efficiently, maintain effective relationships with employees, customers, and the public, follow oral and written instructions, and complete applicable paperwork accurately and legibly.

Benefits

• Choice of medical plans, available from the first day.
• Paid sick time for temporary full-time employees (one hour for every 30 hours worked, up to 40 hours per calendar year).
• 401(k) plan with employer matching.
• SRP Pension Plan, at no cost to the employee after one year of service.
• 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