Customer Associate - Arizona Public Service
Hotfoot Recruiters

Phoenix, Arizona

Posted in Recruitment Consultancy


This job has expired.

Job Info


HotFoot Recruiters - Efficient. Effective. Talent Placement.

HotFoot Recruiters would like to announce the following direct hire opportunity available for immediate consideration:

Company: Arizona Public Service

Position : Customer Associate I

Location : Phoenix, Arizona (temporarily work from home)

Type : Full-Time, Direct Hire

Benefits : Medical, dental, vision, 401(k), pension, paid time off, paid holidays, annual incentive plan, short-term disability, long-term disability, life insurance, tuition assistance.

Salary : $16 per hour

Summary :

The Customer Associate I for the APS call center will 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.

Responsibilities:

  • Resolve customer inquiries and complaints over the phone. May assist the Digital Care Team using email, web chat, and social media.
  • Demonstrate empathy and use critical thinking to resolve issues or problems, such as power outages, billing disputes, or the customer's inability to pay. Explain energy assistance programs or make referrals for agency assistance, as appropriate.
  • Utilize CC&B system to research customer inquiries and initiate and follow-through on work orders to completion, as appropriate.
  • 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.
  • Evaluate credit history, and negotiate payment arrangements for deposits, delinquent bills, final bills and returned checks, as appropriate.
  • Keep supervisor informed about critical/sensitive customer issues and escalate calls as defined such as reports of death/injury, threats, and safety/health issues.
  • Attend initial and ongoing training and demonstrate proficiency with required knowledge, information and equipment that is pertinent to the job including customer service guidelines, marketing/consumer programs, emergency procedures and ACC rules and regulations, as well as handling call types and transactions equivalent to training received.
  • Perform other duties as assigned relative to the operation of the Customer Care Center.


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.
  • Excellent verbal and written communication skills plus basic math 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.
  • Must successfully complete the new hire training program that includes four phases of instructor led, web-based training and advisor job immersion. Retention in this position is contingent upon the successful completion of all four phases of training, including the immersion period that follows each training phase, and obtaining an 80% or better score on all job performance evaluation modules.
  • Must be able to commit to attending all scheduled phases of training and immersion (notwithstanding any absence protected by Federal or State law or pre-planned and approved by APS Customer Care Center leadership). All training and immersion dates will be provided at the time a job offer is made.
  • Working shifts outside traditional Monday to Friday daytime hours may be required including holidays, after-hours, overtime, and being on-call.


The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.


This job has expired.

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