About Company
Arizona Public Service (APS) is the state’s largest and longest-serving electric utility, providing reliable and affordable electricity to more than 1.3 million customers across 11 of Arizona’s 15 counties. With a rich history spanning over 135 years, APS is dedicated to powering progress and enriching lives through innovation, sustainability, and a deep commitment to the communities we serve. We are at the forefront of the clean energy transition, investing in solar, nuclear, and other renewable sources while maintaining the reliability our customers depend on. At APS, we believe in fostering a diverse, inclusive, and collaborative workplace where every employee can thrive and contribute to a brighter energy future for Arizona. Joining our team means becoming part of a legacy of service, innovation, and community impact.
Job Description
As a Remote Customer Support Officer for Arizona Public Service, you will be an essential front-line ambassador, connecting directly with our valued customers from your home office in Somerton, Yuma. This crucial full-time role involves managing a wide array of customer inquiries via phone, email, and chat, ensuring that every interaction reflects APS’s commitment to excellent service. You will be responsible for resolving billing questions, assisting with service requests, providing updates on outages, and offering general account information with clarity, empathy, and efficiency. This position is perfect for self-motivated individuals who excel in a remote work environment, possess strong problem-solving skills, and are passionate about delivering exceptional customer experiences. We are looking for individuals who can quickly adapt to new systems, demonstrate an unwavering commitment to customer satisfaction, and uphold our company values while working independently. You will receive comprehensive training to become proficient in our systems and services, empowering you to provide accurate and helpful solutions to our diverse customer base. Contribute to a vital service that powers homes and businesses across Arizona, all from the comfort and convenience of your own dedicated workspace.
Key Responsibilities
- Respond promptly and professionally to customer inquiries through various channels, including phone, email, and chat.
- Accurately provide information regarding billing, service activations/deactivations, payment options, and energy-saving programs.
- Efficiently resolve customer complaints and complex issues, aiming for first-contact resolution whenever possible.
- Document all customer interactions, feedback, and resolutions accurately within the CRM system.
- Educate customers on self-service tools, online resources, and current company policies.
- Identify and escalate unresolved issues to appropriate internal departments for further investigation.
- Maintain a high level of product and service knowledge to ensure accurate and helpful assistance.
- Adhere strictly to company policies, procedures, and regulatory guidelines, including those related to data privacy and security.
- Actively participate in ongoing training sessions and team meetings to enhance skills and stay updated on service changes.
- Contribute to a positive team environment, even in a remote setting, by collaborating effectively with colleagues and supervisors.
Required Skills
- Excellent verbal and written communication skills in English.
- Minimum of 1 year of proven customer service experience.
- Strong ability to empathize with customers and effectively de-escalate challenging situations.
- Proficiency in navigating CRM software and standard office applications (e.g., Microsoft Office Suite).
- Demonstrated ability to work independently in a remote home office environment with minimal supervision.
- Reliable high-speed internet connection and a quiet, distraction-free workspace.
- Exceptional organizational skills and meticulous attention to detail.
- Capacity to quickly learn and adapt to new technologies and procedural changes.
Preferred Qualifications
- Prior experience in a remote customer service, call center, or utility industry setting.
- Bilingual proficiency (English and Spanish) is highly advantageous.
- Familiarity with Salesforce or similar customer relationship management platforms.
- Associate's degree or equivalent professional training/certifications.
Perks & Benefits
- Competitive hourly wage with opportunities for performance-based incentives.
- Comprehensive health, dental, and vision insurance plans for employees and their families.
- Generous 401(k) retirement plan with company matching contributions.
- Paid time off (PTO) and company-paid holidays.
- Employee assistance programs and robust wellness initiatives.
- Extensive opportunities for professional development and career advancement within a leading utility company.
- The flexibility and convenience of working remotely, saving on commute time and expenses.
- Access to state-of-the-art tools and technology to support your remote work setup.
- A supportive, inclusive, and collaborative company culture dedicated to employee well-being.
How to Apply
To apply for this exciting Remote Customer Support Officer position, please click on the application link below. You will be directed to the Arizona Public Service careers portal where you can create a profile and submit your resume and a compelling cover letter. Please ensure your application highlights your relevant customer service experience and your ability to thrive in a remote work environment.