Specialist, Customer Care

Customer Care Specialist

Highlights of the job

We are hiring a Full Time, Permanent position for EPCOR’s Customer Care team.

Reporting to our local offices in Arizona, New Mexico or Texas, the Customer Care Specialist provides customer care support to both internal and external water, wastewater and natural gas customers. These specialized responsibilities include the formation of a “CARE” - Customer Assistance REsource Representative which will focus on proactively assisting customers with EPCOR’s assistance program applications and questions, overseeing the day to day administration of the Single Stop program in New Mexico, as well as being the “face” of Customer Care for community events. This role will also assist with creation of a strategic plan for the rollout of a Live Digital Chat feature for customers. Additionally, this role will focus on quality control of Customer Care communications, to include My Water response templates, the Customer Care SharePoint site, epcor.com pages and DocuSign.

What you’d be responsible for

• Single Stop admin
• Proactive outreach for EPCOR Assistance Programs (Low Income, Disabled Vet and Deployed Service Member)
• Stategic planning for Digital Chat
• Managing the My Water and Rate Case Questions email folders
• Coordinating content change for epcor.com, SharePoint and email response templates
• Drafting initial messaging needed for Customer Care
• Representing Customer Care at career fairs, community meetings and off site events

What’s required to be successful

• High school diploma or equivalent. Completion of two years of college level business, finance and/or IT classes or similar experience.
• Three to five years of experience in customer service in water/wastewater/natural gas industry or other utility.
• Working knowledge of EPCOR’s customer assistance programs.
• 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-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.