Customer Associate Trainee

Arizona Public Service generates clean, reliable and affordable energy for 2.7 million Arizonans. Our service territory stretches across the state, from the border town of Douglas to the vistas of the Grand Canyon, from the solar fields of Gila Bend to the ponderosa pines of Payson. As the state’s largest and longest-serving energy provider, our more than 6,000 dedicated employees power our vision of creating a sustainable energy future for Arizona.

 

Since our founding in 1886, APS has demonstrated a strong commitment to our customers in one of the country’s fastest growing states, earning a reputation for customer satisfaction, shareholder value, operational excellence and business integrity.

 

Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise: Design for Tomorrow, Empower Each Other and Succeed Together.  

Summary

The Customer Associate Trainee position learns how to respond and manage APS residential customer electric service inquiries including starting new service, stopping service, rate plans, billing, and outages/emergent needs through APS full suite of Customer Associate training modules. The Customer Associate Trainee will gain basic knowledge of customer service policies and procedures, marketing/consumer programs, and Arizona Corporation Commission (ACC) rules and regulations.

Minimum Requirements

• High School diploma or equivalent
• One (1) year of customer service experience in a decision-making capacity.
• Proficient with a computer, calculator, mouse, and keyboard.

 

Preferred Special Skills, Knowledge, or Qualifications:

• Demonstrate high level of verbal communication skills and basic math skills and written communication skills.
• Demonstrate sound judgement and strong problem-solving skills.
• Knowledge of customer service policies and procedures, APS rate plans, ACC rules and regulations.
• Knowledge with Customer Care & Billing (CC&B) system.

Major Accountabilities

1) Learn and understand how to interact with customers via phone calls, emails, or in-person interactions to listen to concerns, answer questions, and provide support to ensure their needs are met.

2) Demonstrate empathy and use critical thinking to resolve customer issues or problems, such as power outages, billing disputes, or the inability to pay.

3) Learn and understand how to utilize CC&B system (Customer Information database) to research customer inquiries and initiate and follow-through on work orders to completion, as appropriate.

4) Learn and understand rate plan options to assist customers in selecting the most compatible plan, based on customer lifestyle

5) Learn and understand how to interact with customers via phone calls, emails, or in-person interactions to listen to concerns, answer questions, and provide support to ensure their needs are met.

6) Learn and maintain awareness of keeping detailed and accurate records of customer interactions, including complaints, resolutions, or special requests.

7) Collaborate with other customer service representatives, supervisors, or other departments to resolve customer issues or improve processes.

8) Attends initial and ongoing training and keeps proficient on knowledge, information and equipment that is pertinent to the job, including but not limited to customer service policies and procedures, APS key issues, marketing/consumer programs, emergency procedures and ACC rules and regulations.

9) Performs other duties as may be assigned relative to the operation of a Customer Support and Service Center.

 

Export Compliance / EEO Statement

This position may require access to and/or use of information subject to control under the Department of Energy's Part 810 Regulations (10 CFR Part 810), the Export Administration Regulations (EAR) (15 CFR Parts 730 through 774), or the International Traffic in Arms Regulations (ITAR) (22 CFR Chapter I, Subchapter M Part 120) (collectively, 'U.S. Export Control Laws'). Therefore, some positions may require applicants to be a U.S. person, which is defined as a U.S. Citizen, a U.S. Lawful Permanent Resident (i.e. 'Green Card Holder'), a Political Asylee, or a Refugee under the U.S. Export Control Laws. All applicants will be required to confirm their U.S. person or non-US person status. All information collected in this regard will only be used to ensure compliance with U.S. Export Control Laws, and will be used in full compliance with all applicable laws prohibiting discrimination on the basis of national origin and other factors. For positions at Palo Verde Nuclear Generating Stations (PVNGS) all openings