Representative, Customer Care I

Highlights Of TheJob

Location: Work from Home (Must live in AZ, NM, or TX)

Hourly Rate: starting at $16.50 per hour

Training Dates: January 12, 2026 – March 6, 2026

Training Hours: Monday – Friday, 8:00 AM - 4:30 PM MST

Make a difference – one call at a time. At EPCOR, we’re a team of people who care deeply about the communities we serve. As a Customer Service Representative, you’ll be the first point of contact for our water utility customers, helping them with everything from billing questions to service concerns. If you’re someone who thrives in a fast-paced environment, enjoys solving problems, and values meaningful work, we’d love to hear from you.

This is a full-time, permanent work-from-home role, however candidates must reside within commuting distance of an EPCOR location in Arizona, New Mexico, or Texas. EPCOR provides all the equipment you need, no personal computer required.

What You’d Be Responsible For

- Handle a high volume of inbound calls per day from customers regarding billing inquiries, payments, service complaints, and technician requests

- Aim to complete each customer interaction, including talk time and any necessary follow-up, within an average of 10 minutes and 45 seconds, reflecting success in both efficiency and service quality

- Deliver friendly, professional, and solution-focused support via phone, email, and written communication

- Enroll new customers in the Customer Relationship Management (CRM) system

- Resolve issues on the first call whenever possible and direct calls, requests, and escalations to the appropriate department when needed

- Maintain accurate records and follow established procedures to ensure consistent customer service

- Meet performance goals related to call quality, resolution time, and customer satisfaction

- Represent EPCOR with professionalism and empathy in every interaction to build strong customer relationships and contribute to customer retention

- Participate in team meetings and feedback sessions to continuously improve service delivery

- Support other projects and responsibilities as requested

What’s Required ToBe Successful

- High school diploma or equivalent required

- At least 2 years of customer service experience, ideally in utilities or a high-volume call center

- Mandatory attendance for virtual training from January 12, 2026 – March 6, 2026, Monday–Friday, 8:00 AM–4:30 PM MST

- Please note: Time off is not permitted during training. If you’re unable to commit to the full training schedule, we encourage you to apply for future opportunities.

- Strong written and verbal communication skills

- Ability to multitask, including typing while talking, navigating systems, and staying focused

- Proficiency in Microsoft Word, Excel, SharePoint, and internet navigation

- Reliable internet connection: 50 Mbps download / 10 Mbps upload, DSL or fiber only (no satellite or hotspot)

- A quiet, dedicated workspace in your home where business conversations can’t be overheard

- Ability to sit and work at a computer for extended periods

- Must be at least 18 years old and legally authorized to work in the U.S.

- Background check, drug screen, and professional references are required

- Occasional travel to EPCOR facilities may be required

Work Schedule

- Full-time, 40 hours per week

- Shifts are determined according to business needs and follow a weekly rotating schedule, which is published three weeks in advance

- Call center hours:

- Monday–Friday 8:00 AM–7:15 PM MST, Saturday 8:00 AM–4:45 PM MST

Why EPCOR?

We offer more than just a job - we offer a career with purpose. At EPCOR, you’ll enjoy:

- Competitive salary and incentive programs

- Comprehensive benefits including medical, dental, vision, and retirement plans

- Generous time-off policies and work/life balance

- Tuition reimbursement and professional development support

- A culture that celebrates safety, innovation, and inclusion

- Join a team that’s been recognized as a Best Places to Work employer!

EEO Statement

EPCOR is an equal opportunity employer. We're committed to fostering a respectful, supportive, and inclusive workplace that recognizes and values the unique perspectives, experiences, and backgrounds of all individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.