Representative II, Customer Care

Customer C

are

Representative II

Highlights of the job

We

are hiring

a Full Tim

e

, Permanent

position

for

EPCOR’s

Customer C

are team

.

Reporting

in person

to

our office in

Glendale

or Clovis

,

the Customer Care Representative II will

provide customer care support including

reports

, billing support

, and answering customer emails

.

Additionally,

this role will be part of the weekly rotation assisting with EPCOR’s Live Chat feature for customers.

What you’d be responsible for

- Assist

ing

the Billing and Collections teams

by

analyzing and resolving

b

illing issues

- Assisting customers with inquiries and complaints,

analyzing and

problem

-

solving billing

issues

via Email

- Promot

ing

positive customer relations by providing customer service with a friendly demeanor, can-do attitude, and willingness to

always help

- P

romoting 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 busine

ss, finance

or

communication

classes or similar experience

preferred

.

- Two plus

years

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 Microso

ft Office applications and

customer information software system

s

.

- An understanding of a regulated utility environment.

- Ability to use critical thinking skills to make decisions and assist customers

.

- Organizati

onal

and

time-management

skills.

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.

Follow us on LinkedIn, Twitter or Facebook!