How 5 employees launched their SRP careers on the customer service team


SRP careers can look vastly different, but one common thread is that a lot of our employees start in our world-class call center.

Now hiring reps at Tempe call center

Jan. 27 through Feb. 3, we’re hiring customer service representatives for our Tempe location.

While SRP is known for its amazing benefits, there’s a lesser-known perk of joining SRP’s customer service team: It’s a great way to get your foot in the door at one of Arizona’s Most Admired Companies.

SRP careers: many paths to take

We spoke to five employees whose SRP careers began in the contact center. They shared their journeys through the company, the skills that helped them get there and what they each think makes SRP’s customer service center different from other call centers.

Rebecca Smout, Senior Program Manager, SRP ENERGY STAR Homes 

Rebecca Smout will reach her milestone 20-year SRP anniversary in February. Today she works as an account manager for the homebuilders that participate in our ENERGY STAR® Homes program, but her career at SRP started in the call center while she was pursuing her degree at ASU.

Her time in the call center provided key foundational skills that prepared her for her current role.

“I already worked customer service for several years before coming to SRP, so I had basic skills, but the call center training involved so much more than the basics,” Rebecca said. “It was truly about understanding the customer, using a tone of voice that helped the situation instead of escalating it and focusing on expanding my knowledge so I was prepared for any situation.”        

For future SRP customer service reps, she stresses the importance of enjoying your time in the call center, creating friendships and seeking mentors.

“Learn as much as possible because you never know how that knowledge will help you to be of service to others on your future teams – maybe as a lead, maybe a supervisor or maybe even in the position you didn’t even know you wanted someday,” she said.

Shon Mack, Customer Service Analyst

Shon Mack started as a contact center representative in early 2013. Since that time, he has held positions in Customer Interactions, Customer Credit Services and Consumer Affairs. For the past year and a half, he has served as an analyst in Customer Strategy.

During his time in the call center, he learned the importance of the impact he had on SRP’s customers. The position enabled him to polish his soft skills, to become an active listener and to work quickly and accurately under pressure to provide the best customer service experience.

“All of these skills laid a crucial foundation that I have been able to build upon to advance my career,” he said.

His advice for potential employees seeking SRP careers or considering applying for a customer service position: “Just do it.”

“You will not regret the experience, fulfillment and amazing family that exist within the customer services team and, for that matter, throughout the entire company.”

Shon Mack, Customer Service Analyst

Zack Thompson, Residential Call Center Manager

Zack Thompson has been with SRP for 13 years and currently serves as a manager in our Tempe call center. While he rose through the ranks within the contact center, he also spent time on other teams within SRP. He credits his time in the call center with enabling him to quickly learn new things in his various roles.

“SRP is a great company, and the contact center really exemplifies some of our company’s best qualities,” he said. “I have seen so many people start in the contact center and advance to positions all throughout SRP. If you work hard, have a great attitude and are willing to learn new things, you will be successful here.”

Kyla Booth, Executive Assistant

Kyla Booth started in SRP’s customer service center eight years ago, but for the past six years, she has served as an executive assistant – first to General Manager and CEO Mark Bonsall from 2014 to 2016 and now to Alaina Chabrier, who leads our Community, Communications & Marketing team.

Working in SRP’s customer service center helped Kyla understand the customer side of the business from the start, and since SRP is a customer-oriented company, that has been critical to her success.

“The customer service team is a great starting place within SRP, whether you stay there for your whole career or move about the company,” Kyla said. “I got to move into different positions with our customers in mind. This experience helped me understand why we do what we do and how it is a benefit to our customers overall.”

The most gratifying part of the customer service job according to Kyla? Simply getting to help customers every day.

Debra Moody, Residential Call Center Manager

SRP careers tend to have longevity. Debra Moody is a perfect example of that; she has been with SRP for 38 years. She has spent her entire career in various customer service roles. Today, she’s a manager at our Queen Creek call center.

“I originally started as a part-time employee and figured I would stay a few years and move on to another company, but here I am 38 years later,” she said. “SRP is a great company to work for.”

Debra credits her early years in the call center for her strong communication, leadership and motivational skills.

“Customer Services provides you with many career opportunities within the department as well as other parts of the company. If you like change and a fast-paced environment, Customer Services provides both.”

Debra Moody, Residential Call Center Manager

What makes working at SRP’s customer service center different than other call centers?

For Kyla, it’s all about the team environment: “Supervisors care about the employees just as much as they care about the work that they do.”

Debra agrees.

“It really comes down to the people,” she said. “We have nice people that work here, and everyone is willing to help and support each other. We work hard, but we also have fun. We connect with each other through employee activities and celebrations as well as volunteer activities that help the community. We care about our employees, and we want people to succeed in whatever career path they choose.”

For Zack, it’s all about the team and the impact they’re able to have on our customers.

“The environment in the contact center is unlike any that I have been a part of or seen.”

Zack thompson, residential call center manager

“Our reps have a passion for service and truly care about each other and our customers. I am still amazed by the connection that our reps are able to make with customers on a phone call. We get countless calls and even handwritten letters from customers to us to let us know just how good their interaction was with one of our reps,” said Zack.

Shon echoes this sentiment: “Many businesses talk about providing good service. However, SRP truly and unequivocally cares about the families they provide service to. Strategic decisions are made with the customer as the focal point.”

Rebecca appreciates the investment SRP makes in employees’ futures.

“SRP treats people like they have a long-term investment in your future, which you don’t get from other companies as an entry-level employee,” she said. “Management really wants you to be happy and successful here. It’s not just a job; the call center has such an important role in SRP’s business. I’m proud to tell people I started there.”

If you’re interested in joining SRP’s customer service team, we’re accepting applications for our Tempe location Jan. 27 through Feb. 3, 2020. Apply now.



Nicole is on SRP's integrated marketing communications team, specializing in digital strategy. She has called Arizona home since 2013 and currently resides in Mesa with her husband, Michael, and their three rescued pets. In her free time, she enjoys off-roading, camping and generally exploring the Southwest.

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