Customer Associate Trainee Apply now » Date: Jul 1, 2024 Location: PHOENIX, AZ, US, 85021-1808 Company: APS Arizona Public Service generates clean, reliable and affordable energy for 2.7 million Arizonans. Our service territory stretches across the state, from the border town of Douglas to the vistas of the Grand Canyon, from the solar fields of Gila Bend to the ponderosa pines of Payson. As the state’s largest and longest-serving energy provider, our more than 6,000 dedicated employees power our vision of creating a sustainable energy future for Arizona.Since our founding in 1886, APS has demonstrated a strong commitment to our customers in one of the country’s fastest growing states, earning a reputation for customer satisfaction, shareholder value, operational excellence and business integrity.Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise: Design for Tomorrow, Empower Each Other and Succeed Together. Summary The Customer Associate Trainee position learns how to respond and manage APS residential customer electric service inquiries including starting new service, stopping service, rate plans, billing, and outages/emergent needs through APS full suite of Customer Associate training modules. The Customer Associate Trainee will gain basic knowledge of customer service policies and procedures, marketing/consumer programs, and Arizona Corporation Commission (ACC) rules and regulations. Minimum Requirements High School diploma or equivalentOne (1) year of customer service experience in a decision-making capacity.Proficient with a computer, calculator, mouse, and keyboard.Preferred Special Skills, Knowledge, or Qualifications:Demonstrate high level of verbal communication skills and basic math skills and written communication skills.Demonstrate sound judgement and strong problem-solving skills.Knowledge of customer service policies and procedures, APS rate plans, ACC rules and regulations.Knowledge with Customer Care & Billing (CC&B) system.Major Accountabilities 1) Learn and understand how to interact with customers via phone calls, emails, or in-person interactions to listen to concerns, answer questions, and provide support to ensure their needs are met.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) Learn and understand how to utilize CC&B system (Customer Information database) to research customer inquiries and initiate and follow-through on work orders to completion, as appropriate.4) Learn and understand rate plan options to assist customers in selecting the most compatible plan, based on customer lifestyle5) Learn and understand how to interact with customers via phone calls, emails, or in-person interactions to listen to concerns, answer questions, and provide support to ensure their needs are met.6) Learn and maintain awareness of keeping detailed and accurate records of customer interactions, including complaints, resolutions, or special requests.7) Collaborate with other customer service representatives, supervisors, or other departments to resolve customer issues or improve processes.8) Attends initial and ongoing training and keeps 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).In compliance with the Drug Free Workplace Act of 1988, the Company is committed to a work environment that is free from the effects of alcohol and controlled substances, and free from the abuse or inappropriate use of prescribed and over-the-counter medications. The Company requires employees to be subject to drug and alcohol testing that is job-related and consistent with business necessity, regulatory requirements and applicable laws.Flex Role:This position is not required to be performed at a specific APS facility as long as adequate technology and a solid ergonomic set up are present. Pending agreement with leadership, employees hired into this role will be able to choose where they prefer to perform their work. Employees will have two options to choose from:
APS office based: The employee prefers to work most of the time from an APS facility.
Home based: The employee prefers to work most of the time from his/her home.
Employees in Flex roles are required to reside in Arizona (or NM for Four Corners-based employees). Role types are subject to change based on business need.