Tucson Electric Power commercial customers now can get assistance from specialized Customer Service Representatives (CSRs) who are trained to answer calls about business needs.
Five representatives are assigned to the commercial Customer Care center, which was created to strengthen relationships with our commercial customers.
“This is our way to provide tailored, proactive customer service to our business customers,” said Carolina Villascuesa, Supervisor of Customer Care.
Previously, commercial customers’ calls went to the main Customer Care center and were handled by all CSRs. Now, they can dial a dedicated business customer phone number or are directed to the commercial call center from the main call center for expert service.
Commercial Customer Care representatives take about 200 calls a day.
The change has increased TEP’s efficiency by allowing the main Customer Care center to primarily focus on residential customers. All customers are experiencing shorter wait times with the addition of dedicated staff members.
“We want to provide more value and satisfaction to our customers,” said Dave Couture, Manager of Business Development.
TEP’s largest commercial customers already have designated Key Account Managers or Commercial Relationship Managers to assist them. The center’s representatives can help smaller commercial customers, such as family-run restaurants or doctors’ offices, with calls ranging from starting service to changing pricing plans.
They also share information about TEP’s cost- and time-saving programs and services, including My Account on tep.com, Budget Billing, Auto Pay and TEP e-bill.
“This center provides a comprehensive, collaborative approach to all of our commercial customers,” said Cathy Ries, Vice President of Customer and Human Resources. “It rounds out our team so that we can provide excellent service for both large and small customers.”
The commercial Customer Care center is open Monday through Friday, from 7 a.m. and 6 p.m. Three of the five representatives are bilingual in English and Spanish. The phone number is 520-495-6333.