Job Information
SRP Representative Customer Service La Linea Level 7-1 (English & Spanish Only) in Phoenix, Arizona
Representative Customer Service La Linea Level 7-1 (English & Spanish Only)
Location:
Phoenix, AZ, US
Date: Sep 11, 2024
Requisition ID : 17770
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:
Pension Plan (at no cost to the employee)
401(k) plan with employer matching
Available your first day: 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
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. 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.
What You'll Do
Receives, researches and resolves inquires, 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.
The research analysis, calculation and/or changes to customer account information (either electronically or manually) to allow the timely and accurate billing and/or collections for services rendered to customers.
The research, analysis and/or changes to customer account information (either electronically or manually) to correct any errors on customer accounts, billing data or metering data.
Performs the duties necessary to establish new accounts, market and administer services and programs, and coordinate with municipalities.
The research, analysis and preparation of various entries, reports and statistics.
The application of credit policies in accordance with Customer Services’ policies and procedures. Including the interpretation and application of the Rules and Regulations or other appropriate company policies.
Research and respond to customer inquiries of payments, account balances, usage patterns and other account information. Customer contact may be written, by phone, in person or electronically.
Initiate and/or complete in the system appropriate and timely field orders, field investigations or other orders as requested by customers or prescribed by policies and procedures.
The processing, directing and dispatching of field personnel to affect the completion of filed orders, appointments and requests.
Answer and handle customer outage contacts, including entering trouble orders.
Perform cashiering duties that include accepting power and water payments, daily balancing of cash drawer, reconciliations and preparation of bank deposits.
In the immediate absence of a business office supervisor, conduct normal daily operations and opening and closing of business offices in accordance with established policies and procedures.
Inform customers of water ordering and delivery procedures and terminology.
The input of information to the Miscellaneous Accounts Receivable system to effect the accurate recording and billing of receivables.
The maintenance, filing and storage of paper or electronic customer information, customer ledgers and other customer records.
Coordinates work with internal departments to accomplish tasks.
Assist other representatives and perform other duties as necessary or assigned.
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 paper work. May be required to work a reasonable amount of overtime.
What It Takes To Succeed
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.
Experience
Experience as a Customer Services Rep, Customer Services Rep Trainee, Administrative Clerk or General Clerk or equivalent experience.
Additional Information
Please note: This position is intended for Bilingual speakers (English and Spanish) only. If you are not fluent in Spanish, please apply for the English-speaking position.
To ensure you are properly trained to perform the functions of this job, *time off requests cannot be accommodated during the first three (3) months of employment *
SRP's contact center supports a hybrid work environment. Upon completion of training, you will be scheduled to work two (2) days per week in the office (Tempe or Queen Creek location) and the remaining scheduled days will be worked from home.
The training and transition period is approximately 12-14 weeks long. The first eight (8) weeks will be hybrid classroom training. SRP will provide all equipment needed to participate in training from home. You are required to supply a reliable internet connection (50 Mbps recommended) and a quiet, distraction free place in your home to work. You must reside in the Phoenix metro area as there will be occasions where you are required to report to one of our local facilities.
Training will be held Monday-Friday, 8:00am-4:30pm. However, our contact center operates 24-hours a day, seven (7) days per week. Upon completion of training and transition, you must be available to work any schedule, including weekends and holidays. Both 8-hour and 10-hour per day shift options are available after training and transition. New hires typically receive a schedule with a start time of 10:00am or later. Schedules are re-evaluated every six (6) months and awarded based on performance.
Customer Service Representative positions are regular full-time status.
You will be paid during training and transition. Benefits for regular full-time employees include:
• Choice of medical plans CCP, EPO and PPO. (All SRP employees must enroll in one of these plans.)
• Tuition reimbursement at accredited colleges
• Ten paid holidays
• Two paid floating holidays
• 80 paid vacation hours
• 40 paid sick hours each year
• 401K
• SRP Pension Plan
• Military Leave
• Jury duty pay
Testing and Certifications
Residential Customer Service Test
Hybrid Workplace
SRP currently offers a hybrid workplace, which allows employees whose jobs can be performed remotely, and who have sufficient technical capability, to telework up to three days per week. Although teleworking is available, all employees must live and work in Arizona. We are taking steps to protect the health and well-being of all team members, and by following a number of health and safety protocols, to reduce the risk of the coronavirus (COVID-19).
Drug/Alcohol Policy Statement
To promote the safety and well-being of our employees, customers, and the communities we serve, SRP is committed to maintaining a drug/alcohol free work environment. Although marijuana may now be legal in Arizona, except as otherwise specified under Arizona law, SRP considers it to be an illegal drug for the purpose of our drug/alcohol policy because marijuana remains illegal at the federal level. Any candidate found to be impaired during the hiring process or who has the presence of an illegal drug or unauthorized substance in their system during the pre-employment drug/alcohol test may be disqualified from further consideration in the hiring process.
Equal Opportunity Employer Statement
Salt River Project (SRP) is committed to equal employment opportunity regardless of race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability, genetic information, military status, or any other protected status under applicable federal, state or local law.
Work Authorization
All candidates must be legally authorized to work in the United States.
Currently, SRP does not sponsor H1B visas, OPT, or other employment-related visas.
Nearest Major Market: Phoenix