Temporary Customer Service Representative La Linea Level 7-1

SRP • Mesa, AZ

9d • Hybrid

About The Position

Under general supervision, performs work that enables SRP to serve customers safely, effectively, and efficiently. Duties may involve customer contact by phone, in person, in writing, or through electronic channels such as email, chat, and online messaging. The role researches, analyzes, interprets, and updates customer data to support timely and accurate billing and collections, and applies credit policies in accordance with company policies and procedures. The position requires fluent Spanish and English.

This is a temporary, full-time position for 24 months, with the opportunity to become regular full-time. The contact center supports a hybrid work environment: after training and transition, employees work two days per week at the Mesa office and the remaining scheduled days from home. Training and transition take approximately 12–14 weeks and are paid. Classroom training is in person at the Southside Water Service Center in Mesa, Monday through Friday, 8:30 a.m. to 5:00 p.m. The company provides equipment for working from home; employees must supply reliable internet and a quiet, distraction-free workspace, and must reside in the Phoenix metro area. After training, employees must be available for any schedule, including weekends and holidays. Eight- and ten-hour daily shift options are available, and 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.

The contact center operates 24 hours a day, seven days a week. Duties may include call-out or extended-shift assignments to meet emergency customer-service needs. Employees must work safely and efficiently, maintain effective working relationships, follow oral and written instructions, and complete applicable paperwork accurately and legibly.

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 Spanish; the position is for bilingual English/Spanish-speaking representatives.
• Must reside in the Phoenix metro area and be able to report to local facilities when required.
• Must supply a reliable internet connection (50 Mbps recommended) and a quiet, distraction-free home workspace.
• After training and transition, must be available to work any schedule, including weekends and holidays.
• Must be available for training Monday through Friday, 8:30 a.m. to 5:00 p.m.
• Must pass the Residential Customer Service Test.
• Must be legally authorized to work in the United States; SRP does not sponsor H1B, OPT, or other employment-related visas.

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 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 customer questions about payments, account balances, usage patterns, and other account information.
• Initiate and complete field orders, field investigations, and other orders requested by customers or required by policies and procedures.
• Process, direct, and dispatch field personnel to complete orders, appointments, and requests.
• Handle customer outage contacts, including entering trouble orders.
• Explain water ordering and delivery procedures and terminology to customers.
• Maintain paper or electronic customer information, customer ledgers, and other customer records.
• Coordinate work with internal departments; assist other representatives and perform other assigned duties.
• Work safely and efficiently, maintain effective working relationships, follow instructions, and complete applicable paperwork accurately and legibly.

Benefits

• Medical plan choice; medical benefits are available starting the first day.
• Paid sick time accrual (one hour for every 30 hours worked; full-time temporary employees may accrue up to 40 hours in a calendar year).
• 401(k) plan with employer matching.
• SRP Pension Plan, at no cost to the employee after one year of service.
• Employee Wellness.
• Ten Employee Resource Groups for career development, community service, and networking.
• Competitive pay and performance incentives.

What This Job Offers

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