Customer Care Representative

　　Company Tucson Electric Power

　　Location Tucson, AZ

　　Requisition ID 5470

　　About Us

　　UNS Energy Corporation (http://www.uns.com) , headquartered in Tucson, Arizona, is a subsidiary ofFortis Inc. (https://www.fortisinc.com) , the largest investor-owned electric and gas distribution utility in Canada. Our public utility subsidiaries, Tucson Electric Power Company, UNS Electric, Inc. and UNS Gas, Inc., power our economy by providing electric and gas service to nearly 700,000 customers in Arizona.

　　We embrace a spirit of giving, dedicated to improving quality of life in the communities we have served for generations, and in TEP’s case, since the 1890s. We’re building a cleaner, greener grid, with more wind and solar power than ever before, while maintaining safe, reliable, and affordable service.

　　Your Employer of Choice

　　Our culture is rooted inshared core values (https://www.tep.com/careers/#values) that define how we work and who we are. Our team of innovative professionals bring their authentic selves to work each day to power our vision and make a difference. Be Part of Our Story.

　　We create opportunities for employees to thrive through:

　　Continual growth: In an industry changing faster than ever before, our commitment to professional growth and leadership development means we never stop challenging ourselves to explore new possibilities.

　　Active Engagement: We support a collaborative environment, with peer-to-peer learning and employee-driven groups that foster an inclusive culture.

　　Total compensation: UNS Energy Corporation also offers a competitive compensation and benefits package that includes a 401k plan with a generous company match, a company-sponsored pension plan, affordable individual and family health insurance plans, tuition assistance, life insurance, long-term disability insurance and much more.

　　Hear from some of our employees,here (https://youtu.be/hpknvJPLuoc) andhere (https://youtu.be/7BECywu-Re4) .

　　Job Description - Customer Care Representative

　　Notice of Vacancy (Classified Position)

　　Date Posted: January 18, 2024

　　Date Expires: February 2, 2024

　　Testing Date: Week of February 5, 2024 (You will be notified of date and time)

　　Interview Date: To be determined based on completion of testing (You will be notified of date and time)

　　* _Candidates selected for testing will receive a confirmation email at the email address provided on the application as notification of the scheduled date and time of the testing session. Dates are subject to change based on business needs, weather and unforeseen circumstances. *_

　　Please complete the online application on the company Intranet under My HR or at www.tep.com under the careers link. If you have any questions, contact Stacie Faltz @ [email protected].

　　Vacancies exist for the position of Customer Care Representative in TEP’s Customer Service Call Center. Please see the attached job description and outline for position specific details.

　　Normal Minimum Requirements :

　　Must have a High School diploma, or GED equivalent

　　Minimum two years’ experience in a customer service position with direct customer contact in a high-paced, structured environment

　　Must demonstrate computer proficiency

　　Must be able to communicate effectively, both verbally and in writing, with Company personnel and customers

　　Must possess basic math, computer skills

　　Bilingual speaking preferred

　　Ability to work flexible schedules-rotational shifts, extended hours, nights, weekends, and/or overtime (scheduled or ad hoc);

　　Ability to successfully manage difficult customer conversations, using empathy and effective listening skills

　　Ability to demonstrate problem solving and decision-making skills

　　Ability to work both independently and as part of a team

　　Ability to work harmoniously with fellow workers

　　*PLEASE NOTE: To be considered for this position, a resume must be submitted, enumerating qualifications and skills.

　　Testing Requirements

　　There will be a two-part testing procedure required for this position. The first step is a written math test followed by a behavioral based interview. Part one (1) must be passed to progress to part two (2).

　　We are providing a study outline to prepare for both the computer testing and the behavioral based interview. The outline is designed to maximize test results by centralizing study time in the areas listed below:

　　Math Skills Testing

　　Written Math SkillsBehavioral Based Interview

　　The interview is a behavioral-based interview. We believe past behavior is the best predictor of future behavior, and behavior that is more recent is a better predictor of future behavior than older behavior, and long-standing trends are better predictors of behavior than isolated incidents. We therefore have patterned the questions during the interview to solicit behavior patterns that indicate with higher predictability whether the candidate can perform the job as required. This type of interview is different from those you may have taken in the past.

　　Position Description:

　　This job classification provides UNS Energy Corporation residential and commercial customer account support through various methods of communication.

　　Position-Related Responsibilities:

　　Responds to & effectively communicates customer inquiries in a timely, accurate and courteous manner.

　　Ability to successfully manage difficult customer conversations, using empathy and effective listening skills.

　　Ability to answer inbound telephone inquiries while upholding the department’s quantitative and qualitative standards.

　　Effectively & accurately communicates account information & status while adhering to corporate policies & procedures.

　　Effectively communicates account information through telephone, written and electronic e-mail methods of communication.

　　Gathers information accurately & issues service orders for service, electrical outages and gas emergency orders.

　　Responds to customer inquiries via intranet including communicating account information and status, placing service orders, electrical outages and gas emergency orders.

　　Communicates the Companies’ billing, credit, metering, scheduling, ordering, etc., practices and procedures.

　　Ability to analyze and communicate electrical or gas usage, high bill analysis, energy efficiency programs, special programs and other customer offerings.

　　Ability to handle dual service (gas & electric) account inquiries & order processing.

　　Research customer account inquiries making timely, fact-based , quality business decisions including, but not limited to payment arrangements, deposits, bad debt, scheduling, etc.

　　Multi-task using current voice, data and electronic technologies and applications such as Automatic Call Distributor, fax, Internet, Intranet, voice-mail, e-mail, and Microsoft Office products.

　　Ability to perform customer support functions such as inbound call processing, pro-active customer contact, Credit & Collections and Payment Exceptions as assigned.

　　Perform assigned work in a safe and efficient manner in accordance with Company practices and procedures.

　　Participate through team-reporting structure or within specialized committees as assigned.

　　Knowledge, Skills and Abilities:

　　Departmental and Company terminology, programs and procedures

　　Annual training & adherence to PHMSA (Pipeline Hazardous Material Safety Administration) on handling gas emergencies required.

　　Business English, punctuation, grammar and spelling

　　Ability to type 45 words per minute required

　　Customer Information System (CIS)

　　Time management and work prioritization

　　Operation of a variety of office machines including copiers, fax machines, calculators, personal computers, computer terminals and printers

　　Effective oral and written communication

　　Strong interpersonal skills

　　Commitment to enhancing customer experience Basic math aptitude

　　Previous call center, credit & collections or customer service preferred

　　Demonstrated professional phone voice tone and demeanor

　　All employees are expected and required to adhere to the Company Code of Ethics and Principles of Conduct.

　　Pay Rate: 20.50

　　All job offers are contingent on successful completion of a pre-employment drug screen and background check.

　　California Job Applicants -click here (https://www.tep.com/california-job-applicant-and-independent-contractor-privacy-notice/) to see our Job Applicant Privacy Notice.