Temporary Customer Service Representative Level 7-1

SRP • Mesa, AZ

9d • Hybrid

About The Position

Under general supervision, the Customer Service Representative performs work needed to serve SRP customers safely, effectively, and efficiently. The role handles customer contact through written, telephone, in-person, and electronic channels; researches and updates customer account, billing, and metering information; supports billing and collections; and applies credit policies and other company rules and procedures. Duties may vary by position and may include call-out or extended shifts to address customer service emergencies.

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 remaining scheduled days from home. Training and transition take approximately 12–14 weeks and are paid. The first seven weeks are described as in-person classroom training at the Southside Water Service Center in Mesa. Training is Monday through Friday, 8:30 a.m. to 5:00 p.m. Employees must live in the Phoenix metro area, provide a reliable internet connection (50 Mbps recommended) and a quiet, distraction-free workspace at home, and be available for any schedule, including weekends and holidays, after training. Both 8-hour and 10-hour shift options are available after training; new hires typically receive a start time of 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 reside in the Phoenix metropolitan area.
• Must provide a reliable home internet connection (50 Mbps recommended) and a quiet, distraction-free place to work.
• Must be available to work any schedule, including weekends and holidays, after training and transition.
• Ability to understand and carry out oral and written instructions and accurately and legibly complete applicable paperwork.
• Ability to maintain effective working relationships with employees, customers, and the public, and to work safely and efficiently.
• Legally authorized to work in the United States; SRP does not sponsor H1B, OPT, or other employment-related visas.
• 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 timely, accurate billing and collections.
• Research and correct errors in customer accounts, billing data, and metering data.
• Establish new accounts; market and administer services and programs; and coordinate with municipalities.
• Research and prepare entries, reports, and statistics.
• Apply credit policies and interpret and apply Rules and Regulations and other appropriate company policies.
• Respond to questions about payments, account balances, usage patterns, and other account information.
• Initiate or complete system field orders, field investigations, and other orders requested by customers or required by policies and procedures.
• 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, and preparing bank deposits.
• In the immediate absence of a business office supervisor, conduct normal daily operations and open and close business offices according to established policies and procedures.
• Inform customers about water ordering and delivery procedures and terminology.
• Enter information into the Miscellaneous Accounts Receivable system to ensure accurate recording and billing of receivables.
• Maintain, file, and store paper or electronic customer information, customer ledgers, and other customer records.
• Coordinate work with internal departments and assist other representatives; perform other assigned duties.
• Work safely and efficiently, maintain effective working relationships, follow oral and written instructions, and complete applicable paperwork accurately and legibly.
• Work a reasonable amount of overtime when required.

Benefits

• Choice of medical plans, available the first day.
• Paid sick time; full-time temporary employees accrue up to 40 hours per calendar year, and the posting also states one hour of sick time for every 30 hours worked.
• 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.
• Paid training and transition.

What This Job Offers

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