Customer Care Representative I

Highlights of the job

We are hiring full-time Customer Care Representative’s serving our North American Customers! This is a permanent work from home position and candidates must reside in AZ, NM, or TX. EPCOR work area location must be in the employee’s primary residence, in a location where business conversations cannot be heard by others and away from noise and distractions. Required internet bandwidth is 50 Mbps download speed and 10 Mbps upload speed. Internet services must be DSL or Fiber Optic Lines. Satellite and hotspot services are not acceptable for the position. Use of personal computer equipment is not needed for this position as EPCOR provides all software and hardware needed to perform the job.

The Customer Care Representative provides customer care support including first level call resolution for our clients, meeting and/or exceeding internal and external client’s expectations in a timely manner, continuously looking for opportunities to improve existing processes in order to enhance client experience, and being able to work amicably with others to accomplish EPCOR’s objectives. Compensation for the position will be based on your customer service experience.

This position has a tentative start date of February 3, 2025.

What you’d be responsible for

• Use customer service skills and industry knowledge to achieve first level problem solving and first call resolution through telephone, email, and written communication with internal and external customers.
• Ensure on-going appropriate relationships with external and internal customers by demonstrating professionalism, open communication and a customer service mindset in all situations through telephone, email, and written communication.
• Support the delivery of optimal results against appropriate performance metrics by meeting monthly and annual targets.
• Identifying calls, requests, and issues to be transferred to appropriate departments when necessary.
• Review, understand and implement all processes or policies that apply to Customer Care while taking initiative to stay informed of all industry changes or updates.
• Identify process improvements or inconsistencies in processes and procedures and bring forward ideas for suggested improvements to the Manager for implementation.
• Able to plan and organize workload effectively and independently with minimal supervision.
• Demonstrate a high performance, high discipline, safe, accountable, focused, innovative, achievement-oriented, and easy to do business with manner of working.
• Actively participate and contribute during meetings or feedback sessions.
• Servicing EPCOR customers across our North American footprint
• Contributing to customer retention by maintaining strong customer relationships and offering EPCOR/ Encor by EPCOR products and services as appropriate.

What’s required to be successful

• Must be able to attend our paid, virtual training program which includes both classroom instruction and practical experience taking customer calls from 8:00 AM to 4:30 PM MST, Monday to Friday. There will be no training on Saturdays and Sundays.
• High school diploma or equivalent. Completion of college level business or finance classes preferred.
• Two years of experience in a customer service environment; preferably in water/wastewater industry or other utility.
• Excellent written and verbal communication skills and strong interpersonal skills.
• General knowledge of Microsoft Word, Microsoft Excel, SharePoint, and internet navigation.
• Strong keyboarding skills and the ability to multi-task (typing while talking to customers)
• Excellent organizational and time management skills, with keen attention to detail and high standards for quality.

Physical Requirements

• Occasional standing and walking/getting up and down throughout shift during breaks
• Ability to sit for long periods of time; up to 8 hours each day
• Ability to view/work at a computer for long periods of time; up to 8 hours each day
• Reaching with hands and arms
• Occasional lifting and carrying up to 15 lbs
• Using both hands f