Customer Service Representative Level 7-1

Requisition ID: 18552

 

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.

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 an