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Analyst Customer Service Senior

Salt River Project

Location:
Position Type:
Rqd Education:
Rqd Experience: 2 - 5 years
Date Posted: September 5, 2022
Reference Code: 930835400
SRP is one of the largest public power and water utilities in the U.S. providing electricity to approximately one million customers in the greater metropolitan Phoenix area. Since its founding in 1903, SRP has fostered a culture of stewardship and customer service consistently ranking as an industry leader in customer service according to J.D. Power. SRP continues to adapt to its changing business environment by seeking innovative ways to reimagine utility service and the provision of critical resources essential to the life and economy of Arizona.

Job Brief

Provide qualitative and quantitative analysis of customer trends, especially as they relate to customer payment timeliness and practices and usage of, and satisfaction with, services provided by the department. Recommend and coordinate implementation of new services to enhance customer satisfaction and of enhancements to operational procedures within customer services and the customer information system designed to reduce process time and costs. Perform special projects as requested by the department manager, including designing and programming small computer systems.

Job Responsibilities

  • Perform analysis of the existing policies and procedures as codified in the customer information system. Recommend and coordinate implementation of appropriate changes to the policies and procedures and to CIS to enhance customer satisfaction and reduce process time and cost.
  • In liaison with information systems, evaluate, justify, and coordinate the implementation of appropriate new information technologies to reduce costs and to enhance service levels.
  • Function in a support capacity to the division manager and provide technical advice concerning customer services' operations.


Education

Completion of a Bachelor's Degree from an accredited institution that prepares the employee for the assignment.

Experience

Analytical experience that prepares the individual to perform the stated job duties.

Promotion to Level 2 requires a minimum of two years experience at Level 1; demonstrated capability to perform advanced and more difficult work as determined by the supervisor. Promotion to Senior Level requires a minimum of three years experience at Level 2; is fully competent in all aspects of functional area of assignment and as such would be recognized as a specialist in area of assignment and may have periodic or occasional lead responsibilities.

Requisition Details

Requisition ID: 14758

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 part-time teleworking is available, all employees must live and work in Arizona. We are taking steps to protect the health and well-being of all team members, and by following a number of health and safety protocols, to reduce the risk of the coronavirus (COVID-19).

Equal Opportunity Employer Statement

Salt River Project (SRP) recognizes diversity and inclusion as key drivers of innovation and growth, and seeks to attract a diverse employee base that reflects our community. We are committed to equal employment opportunity regardless of race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability, genetic information, military status or any other protected status under applicable federal, state or local law. Ultimately, SRP aspires to fully apply the power of diversity and inclusion to build a more equitable and sustainable future for our customers, employees and community.

Drug/Alcohol Policy Statement

In order to promote the safety and well-being of our employees, customers and the communities we serve, SRP is committed to maintaining a drug/alcohol free work environment. Although marijuana may now be legal in Arizona, except as otherwise specified under Arizona law, SRP considers it to be an illegal drug for the purpose of our drug/alcohol policy because marijuana remains illegal at the federal level. Any candidate found to be impaired during the hiring process or who has the presence of an illegal drug or unauthorized substance in their system during the pre-employment drug/alcohol test may be disqualified from further consideration in the hiring process.

All candidates must be legally authorized to work in the United States.
Currently, SRP does not sponsor H1B visas.

Why Work at SRP

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:

• 401(k) plan with employer matching
• Retirement pension
• Paid vacation
• Parental leave
• Holiday pay
• Sick leave
• Medical, vision, dental and life insurance
• Wellness programs
• Pre-tax benefits
• Short and long-term disability plans
• Tuition assistance

Nearest Major Market: Phoenix
About this Employer‍

SRP is one of the largest public power and water utilities in the U.S. providing electricity to approximately one million customers in the greater metropolitan Phoenix area. Since its founding in 1903, SRP has fostered a culture of stewardship and customer service consistently ranking as an industry leader in customer service according to J.D. Power. SRP continues to adapt to its changing business environment by seeking innovative ways to reimagine utility service and the provision of critical resources essential to the life and economy of Arizona.