Summary

The Customer Associate I position learns how to respond to customer inquiries regarding electric service, rates, billing, collections and emergencies with assistance through APS full suite of Customer Associate training modules, which typically takes place over the first twelve (12) months of placement into the position.
The Customer Associate I will gain basic knowledge of customer service policies and procedures, APS key issues, marketing/consumer programs, emergency and/or Palo Verde procedures and Arizona Corporation Commission (ACC) rules and regulations. To ensure successful completion of training, time off requests cannot be accommodated during the first three (3) months of placement into this position. Successful employees typically complete the full suite of Customer Associate I training requirements within 12 months of hire.

Customer Associate Job Preview Video (vimeo.com)

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.

Major Accountabilities

1) Resolve residential customer inquiries and complaints over the phone. May assist 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 (Customer Information database) to research customer inquiries and initiate and follow-through on work orders to completion, as appropriate.

4) Explain service plan options and assist customers in selecting 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.

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 will require applicants to be a U.S. person.

Pinnacle West Capital Corporation and its subsidiaries and affiliates ('Pinnacle West') maintain a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, recruiting, hiring, promoting, compensating, reassigning, demoting, transferring, laying off, recalling, terminating employment, and training for all positions without regard to race, color, religion, disability, age, national origin, gender, gender identity, sexual orientation, marital status, protected veteran status, or any other classification or characteristic protected by law.

For more information on applicable equal employment regulations, please refer to EEO is the Law poster. Federal law requires all employers to verify the identity and employment eligibility of every person hired to work in the United States, refer to E-Verify poster. View the employee rights and responsibilities under the Family and Medical Leave Act (FMLA).

Arizona Public Service is a smoke free workplace.