Customer Service Specialist 1, 2, Senior

About the role

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.

Responsibilities

• 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 I: 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.

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.

Requirements

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

Preferred qualifications

• 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

Benefits

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

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.