Customer Service Specialist 1, 2, Senior

Requisition ID : 20507

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 limited supervision, responsible for the timely and accurate billing and account management of commercial customers. This role supports specialized price plans, contracts, riders, and customer programs while ensuring billing accuracy, resolving complex account issues, and collaborating across multiple departments to deliver an exceptional customer experience.

What You'll Do

• Validate bill calculations and bill print.
• Manage special contract account set up and ongoing maintenance of billing attributes.
• Monitor customer billing and account data across multiple systems to ensure accuracy and consistency.
• Resolve billing exceptions and reports ensuring bills are consistently accurate and timely.
• Research and resolve complex billing discrepancies and system-generated exceptions.
• Prepare reports and other documentation as required.
• Process meter-related account changes and ensure accurate customer billing.
• Research and respond to customer inquiries as needed.
• Respond to customer, stakeholder, and internal partner inquiries through email, messaging platforms, and other communication channels.
• Provide ongoing training within the team after first line training has been completed.
• Represent the department in cross-functional meetings and projects as assigned.
• Collaborates in the creation and modification of policies and procedures.
• Serve as a subject matter expert for complex billing processes and customer account issues.
• Provide guidance and support to team members on complex billing scenarios and operational procedures.

Education

A high school diploma, GED, or equivalent is required.

Experience

This position may be filled at one of three levels outlined below, based on the candidate’s relevant education, experience, or a combination of both that demonstrates the required knowledge, skills, and competencies.

• Level 1: Candidates with up to 3 years of relevant education, experience, or a combination of both.
• Level 2: Candidates with more than 3 years but less than 6 years of relevant education, experience, or a combination of both.
• Senior Level: Candidates with 6 or more years of relevant education, experience, or a combination of both.

Additional Requirements and Qualifications

College level coursework (100 or higher) from an accredited institution is preferred. Management will evaluate college-level coursework individually to determine if it is applicable to the position and relevant to the required skills.

Required:

• Strong utility billing, interval meter data, or complex account management experience
• Proven problem-solving skills
• Excellent collaboration, customer service, and communication skills

Preferred:

• Experience working within customer service, billing operations, utility operations, or regulated business environments
• Experience working with customer information systems (CIS), billing platforms, and data management systems
• Experience with Excel and Microsoft Office

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.

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.