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Customer Associate II

Company Name:
Arizona Public Service Company
Responsibilities
SUMMARY:
Work independently while responding to customer inquiries regarding commercial and residential electrical service, rates, billing, collections and emergencies with infrequent supervisory assistance while gaining extensive knowledge of customer service policies and procedures, APS key issues, marketing/consumer programs, emergency and/or Palo Verde procedures and ACC rules and regulations. May require a valid driver's license. Working holidays and shifts may be required. Position may report to a Customer Office, Customer Information, Credit & Collections, Commercial Credit, or the Equalizer Department.
MINIMUM REQUIREMENTS:
High school diploma or equivalent, competent use of a calculator and keyboard, basic math skills, high level of written/oral communications skills, one year experience as either a Customer Associate I or in a Customer contact position in a decision making capacity with good understanding of customer service policies and procedures with experience in CIS & Rates.
MAJOR ACCOUNTABILITIES:
1) Resolve customer inquiries face to face in the Customer Office or at the customer's location, over the phone and through correspondence.
2) May evaluate accounts and work with the customer to collect delinquencies. Minimize Company revenue loss and write off amounts. Advise customer of available resources, options and / or consequences.
3) May perform cash management functions such as receiving/collecting payments, balancing receipts, and assuring safe keeping of funds collected.
4) Negotiate billings / deposit payment arrangements on new, active and/ or final bill accounts. Keep APS management and Corporate Communication abreast of status on critical accounts prior to the disconnection of electric service.
5) Evaluate accounts to ensure payments are made according to special agreements and company policy. Contact delinquent customers to arrange acceptable payment arrangements and ensure payments are received.
6) Explain rate options and recommend the most compatible rate to the customer based on type of cooling, meter accessibility, lifestyle and dwelling as necessary.
7) Utilize CIS system to respond to customer inquiries; initiate work orders and following through to completion as appropriate.
8) Work with customers explaining energy assistance programs or regarding problems and complaints such as bill discrepancies, electrical interruptions and service delays.
Export Compliance/EEO
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.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Request #: 20140609
Date Published: 9/12/2014 6:25:39 AM
Location: Casa Grande, Arizona

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