About the position

Join us in building a better future for Arizona! SRP is one of the largest public power and water utilities in the U.S. providing electricity to approximately one million customers in the greater metropolitan Phoenix area. Since its founding in 1903, SRP has fostered a culture of stewardship and customer service consistently ranking as an industry leader in customer service according to J.D. Power and named one of Arizona's best employers by Forbes. SRP continues to adapt to its changing business environment by seeking innovative ways to reimagine utility service and the provision of critical resources essential to the life and economy of Arizona. Why Work at SRP At SRP, we foster an inclusive work environment and believe everyone should have a fair chance to work, regardless of who they are. That’s why we value teams with diverse perspectives, experiences, and backgrounds to help SRP deliver on its mission of providing reliable, affordable and sustainable water and power. SRP's success is rooted in our employees' happiness, health, and safety. That's why we offer a comprehensive benefits package to meet the needs of our employees and enhance their well-being. In addition to competitive pay and performance incentives, eligible employees can take advantage of the following benefits: Available your first day: Medical benefits (CCP, PPO, or EPO) Sick time accrual for full time temporary employees is up to 40 hours in a calendar year 401(k) plan with employer matching Pension Plan (at no cost to the employee, after 1 year of service) Access to a recreation and fitness facility 10 Employee Resource Groups for career development, community service, and networking Summary Under general supervision, performs duties necessary to allow SRP to serve its customers and clients in a safe, effective and efficient manner. This may include work involved with customer contact; either written, over the phone, in person, electronically, etc. Electronic communication may include various forms such as email, chat, online messaging platforms, and other digital communication tools. The research, analysis, interpretation and/or changes to customer data either electronically on-line or manually to allow the timely and accurate billing and/or collections for services rendered to customers. The application of credit policies in accordance with policies and procedures. This may involve call-out or extended shift assignments to meet customer services emergency needs or situations. Any one position may not include all duties, nor do the example of duties include all tasks, which may be found in the position of this class. Must speak fluent Spanish.

Responsibilities

• Receives, researches and resolves customer inquiries, complaints, and requests from customers involving rates, policies, practices, procedures, and products and services. Customer contact may be written, by phone, in person or electronically.
• Researches, analyzes, calculates, and updates customer account information to ensure timely and accurate billing and collections for services rendered.
• Corrects errors on customer accounts, billing data or metering data.
• Establishes new accounts, markets and administers services and programs, and coordinates with municipalities.
• Researches, analyzes, and prepares various entries, reports and statistics.
• Applies credit policies in accordance with Customer Services’ policies and procedures, including interpreting and applying the Rules and Regulations or other appropriate company policies.
• Researches and responds to customer inquiries about payments, account balances, usage patterns and other account information.
• Initiates and completes appropriate and timely field orders, field investigations or other orders as requested by customers or prescribed by policies and procedures.
• Processes, directs, and dispatches field personnel to complete orders, appointments and requests.
• Answers and handles customer outage contacts, including entering trouble orders.
• Informs customers about water ordering and delivery procedures and terminology.
• Maintains the filing and storage of paper or electronic customer information, customer ledgers, and other customer records.
• Coordinates work with internal departments to accomplish tasks.
• Assists other representatives and perform other duties as necessary or assigned.
• Performs other duties as assigned.
• Employee must work safely and efficiently in the performance of their job duties. Must maintain effective working relationships with other employees, customers and the public. Must have the ability to understand and carry out oral and written instructions and have the ability to accurately and legibly complete applicable paperwork. May be required to work a reasonable amount of overtime.

Requirements

• This position is for BILINGUAL (English/Spanish) speaking Customer Service Representatives.
• A high school diploma, GED, or equivalent is required.
• Experience as a Customer Services Rep, Customer Services Rep Trainee, Administrative Clerk or General Clerk or equivalent experience.
• Ability to tactfully converse with customers and employees.
• To be able to read and interpret customer account information, adhere to policies and procedures and time commitments.
• To perform all duties completely, accurately and maintain mental alertness.
• Good listening, analytical and interpersonal skills.
• Residential Customer Service Test
• Drug/Alcohol Policy Statement
• All candidates must be legally authorized to work in the United States.

Benefits

• Medical benefits (CCP, PPO, or EPO)
• Sick time accrual for full time temporary employees is up to 40 hours in a calendar year
• 401(k) plan with employer matching
• Pension Plan (at no cost to the employee, after 1 year of service)
• Access to a recreation and fitness facility
• Employee Resource Groups for career development, community service, and networking
• Choice of medical plans CCP, EPO and PPO.
• Paid sick time (1-hour sick time for every 30 hours worked)
• 401K with match
• SRP Pension Plan
• Employee Wellness Education