Customer Service Specialist 1, 2, Senior

SRP • Tempe, AZ

9d • Hybrid

About The Position

Under limited supervision, responsible for the timely and accurate billing and account management of commercial customers. This role supports specialized price plans, contracts, riders, and customer programs while ensuring billing accuracy, resolving complex account issues, and collaborating across multiple departments to deliver an exceptional customer experience.

Requirements

• A high school diploma, GED, or equivalent is required.
• Strong utility billing, interval meter data, or complex account management experience
• Proven problem-solving skills
• Excellent collaboration, customer service, and communication skills

Nice To Haves

• College level coursework (100 or higher) from an accredited institution is preferred.
• Experience working within customer service, billing operations, utility operations, or regulated business environments
• Experience working with customer information systems (CIS), billing platforms, and data management systems
• Experience with Excel and Microsoft Office

Responsibilities

• Validate bill calculations and bill print.
• Manage special contract account set up and ongoing maintenance of billing attributes.
• Monitor customer billing and account data across multiple systems to ensure accuracy and consistency.
• Resolve billing exceptions and reports ensuring bills are consistently accurate and timely.
• Research and resolve complex billing discrepancies and system-generated exceptions.
• Prepare reports and other documentation as required.
• Process meter-related account changes and ensure accurate customer billing.
• Research and respond to customer inquiries as needed.
• Respond to customer, stakeholder, and internal partner inquiries through email, messaging platforms, and other communication channels.
• Provide ongoing training within the team after first line training has been completed.
• Represent the department in cross-functional meetings and projects as assigned.
• Collaborates in the creation and modification of policies and procedures.
• Serve as a subject matter expert for complex billing processes and customer account issues.
• Provide guidance and support to team members on complex billing scenarios and operational procedures.

Benefits

• Pension Plan (at no cost to the employee)
• 401(k) plan with employer matching
• Medical, vision, dental, and life insurance
• 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
• Education Level: High school or GED