Job Description

Customer Care Representative II

Highlights of the job

Weare hiring a Full Time, Permanent position for EPCOR’s Customer Care team

Reporting in person to our office inGlendale or Clovis,the Customer Care Representative II willprovide customer care support including reports, billing support, and answering customer emailsAdditionally, this role will be part of the weekly rotation assisting with EPCOR’s Live Chat feature for customers.

What you’d be responsible for

• Assisting the Billing and Collections teams by analyzing and resolving billing issues
• Assisting customers with inquiries and complaints, analyzing and problem-solving billing issues via Email
• Promoting positive customer relations by providing customer service with a friendly demeanor, can-do attitude, and willingness to always help
• Promoting and assisting with Live Chat, the customer portal, assistance programs and mailed correspondence
• Running daily reports to maintain compliance within our Billing system
• Working closely with the operations team to ensure timely completion of service orders and customer follow-up
• Focusing on continuous improvement to ensure consistently high delivery of service to customers

What’s required to be successful

• High school diploma or equivalent. Completion of two years of college level business, finance or communication classes or similar experience preferred
• Two plusyears of experience in customer service in the water/wastewater industry or other utility
• Excellent written and verbal communication skills and strong interpersonal skills.
• Knowledge of customer recordkeeping and billing processes and strong computer skills in a business environment, including Microsoft Office applications and customer information software systems
• An understanding of a regulated utility environment.
• Ability to use critical thinking skills to make decisions and assist customers
• Organizational and time-managementskills.

Other important facts about this job

• A requirement of working for EPCOR is that you are at least 18 years of age and legally entitled to work in the United States.
• If you are considered for the position, clearance on all applicable background checks (which may include criminal, driving, educational, and/or credit) and professional reference checks is required.
• To meet the physical demands required of some positions, candidates must be in good physical condition and willing to work in all weather conditions. Clearance on pre-employment drug testing will be required.

As an EPCOR employee, you will enjoy a variety of benefits such as a competitive salary, an incentive award program, an excellent benefit package including medical, dental, vision and other insurance coverage, retirement plan with substantial company contribution, generous time-off schedules, training opportunities, tuition reimbursement, and certification support. We’ve been voted as a Best Places to Work employer, and we value the safety of each of our team members through our robust safety training and celebration of safety milestones.

Headquartered in Phoenix, EPCOR USA owns, operates and builds water, wastewater and natural gas infrastructure and is among the largest private water utilities in the Southwest. EPCOR USA is an indirect, wholly owned subsidiary of EPCOR Utilities Inc. We invest in and look after our communities and the environment. We’re proud of the work we do and the people we hire to do it.