Representative Customer Service La Linea Level 7-1 Bi-lingual Only (English/Spanish)

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

Job Responsibilities

• 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.

Experience

Experience as a Customer Services Rep, Customer Services Rep Trainee, Administrative Clerk or General Clerk or equivalent experience.

Additional Information

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.

Please note:
**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 seven (7) weeks will be remote 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. While training is done remotely, 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
• Nine paid holidays
• Three paid floating holidays
• 80 paid vacation hours
• 40 paid sick hours each year
• 401K
• SRP Pension Plan
• Military Leave
• Jury duty pay

Certifications or Testing Required