Customer Service Analyst 1, 2, Senior

Requisition ID: 19409

 

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

Provide qualitative and quantitative analysis of customer trends, especially as they relate to customer payment timeliness and practices and usage of, and satisfaction with, services provided by the department. Recommend and coordinate implementation of new services to enhance customer satisfaction and of enhancements to operational procedures within customer services and the customer information system designed to reduce process time and costs. Perform special projects as requested by the department manager, including designing and programming small computer systems.

What You'll Do

• Manages business financial responsibilities related to new Large Customer Integration Process (LCIP): capture and track costs, collateral, customer demand schedules for billing, assist with financial controls and administer future cluster study customer reimbursement processes.
• Perform analysis of the existing policies and procedures as codified in the customer information system. Recommend and coordinate implementation of appropriate changes to the policies and procedures and to CIS to enhance customer satisfaction and reduce process time and cost.
• In liaison with information systems, evaluate, justify, and coordinate the implementation of appropriate new information technologies to reduce costs and to enhance service levels.
• Function in a support capacity to the division manager and provide technical advice concerning customer services' operations.
• Develop end-user computer systems for data retrieval and process automation.

Experience

• For a Level 1 (Associate), a minimum of no previous years of experience to two years related experience is required (if no degree, four-six years of relevant experience or equivalent combination of education and related experience totaling four-six years).

• For a Level 2 (Journey), a minimum of two years of experience to four years related experience is required (if no degree, six-eight years of relevant experience or equivalent combination of education and related experience totaling six-eight years).

• For a Level 3 (Senior), a minimum of five years of related experience is required (if no degree, nine years of relevant experience or equivalent combination of education and related experience totaling nine years).

Education

A bachelor’s degree related to the assignment from an accredited institution is preferr