Respond to customer inquiries regarding electric service, rates, billing, collections and emergencies with assistance. Gain basic knowledge of customer service policies and procedures, APS key issues, marketing/consumer programs, emergency and/or Palo Verde procedures and ACC rules and regulations. Position may report to the Customer Care Center or other customer service areas, such as Credit & Collections, Commercial Credit, or Billing Services. May assist the Digital Care Team.
Minimum Requirements
High School diploma or equivalent plus one year of customer service experience in a decision-making capacity. Proficient with a computer, calculator, mouse and keyboard. Demonstrate high level of verbal communication skills and basic math skills and written communication skills. A good understanding of customer service policies and procedures, APS rates, ACC rules and regulations, and experience with Customer Care & Billing (CC&B) system are preferred. The first 8-10 weeks of the job are spent in a training-and-evaluation module. Retention in this position is contingent upon the successful completion of this module. Working shifts outside traditional Monday to Friday daytime hours may be required including holidays, after-hours, overtime, and being on-call.
Major Accountabilities
1) Resolve residential customer inquiries and complaints over the phone. May assist the customer Experience Center in using digital channels, such as email, web chat, and social media.
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) Utilize CC&B system to research customer inquiries and initiate and follow-through on work orders to completion, as appropriate.
4) Explain service plan options and recommend the most compatible plan, based on customer lifestyle, type and size of dwelling, type of cooling, and meter accessibility.
5) Ensure an excellent customer experience for each customer by respectfully listening to each customers unique needs and recommending solutions and programs such as Budget Billing, alerts and notifications and energy support programs with a professional and compassionate attitude.
6) Evaluate credit history, and negotiate payment arrangements for deposits, delinquent bills, final bills and returned checks, as appropriate.
7) Keep supervisor informed about critical/sensitive customer issues and escalate calls as defined such as reports of death/injury, threats, and safety/health issues.
8) Attends initial and ongoing training and keeps current and 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.
APS
400 North 5th Street
Phoenix
Arizona États-Unis
www.aps.com
