What are the responsibilities and job description for the Customer Care Representative position at UNS Energy Corporation?
Notice of Vacancy (Classified Position)
Date Posted: April 7, 2025
Date Expires: April 20, 2025
Testing Date: Week of April 28, 2025 (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 @ sfaltz@tep.com.
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:
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*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).
Math Skills Testing
- Written Math Skills - You will be tested on general mathematic skills and knowledge. You will need a score of 85% or above to pass the written portion of the test.
Behavioral 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.
