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:

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

This position is for English speaking representatives who will be required to work from the PINAL CONTACT CENTER, located at 3735 E. Combs Rd., San Tan Valley, AZ 85140. If you are a BILINGUAL (English/Spanish) speaking applicant, please only apply for the other Customer Service Representative position listed.

This position will be open from Monday, March 31, 2025 - Monday, April 7, 2025 at 11:59pm. All applications must be submitted within this timeframe.

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 (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 a hybrid classroom training, with the first week in-office (5/27/2025 - 5/30/2025), and at least one day per week required to be in-office during weeks 2 - 7. Training will take place at the Pinal Contact Center (3735 E. Combs Rd, Queen Creek, AZ 85140). 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:

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

Testing and Certifications

For specific list of training certifications contact departmental manager. 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 visa's.