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EPCOR · 9 hours ago

Representative, Customer Care III

Glendale, AZ

Full-time

Onsite

Mid, Senior Level

4+ years exp

EPCOR is a leading water utility company headquartered in Phoenix, and they are seeking a Customer Care Representative III to join their Customer Care team. This role involves providing complex customer care support, maintaining customer accounts, resolving billing issues, and promoting positive customer relations.

Electrical DistributionEnergyRenewable EnergyWater Purification

Comp. & Benefits

Responsibilities

Conservation and resolution – high and unexplained usage troubleshooting with customers

Assisting the Billing and Collections teams with analyzing and resolving escalated billing issues

Assisting customers with escalated inquiries and complaints, analyzing and problem-solving complex billing issues

Promoting positive customer relations by providing customer service with a friendly demeanor, can-do attitude, and willingness to help at all times

Promoting and assisting with Live Chat, the customer portal, assistance programs and mailed correspondence

Assisting in research for regulatory inquiries and complaints within the established time frame

Working closely with the operations team to ensure timely completion of service orders and customer follow-up

Project work – taking the lead on Customer Care related projects throughout the year

Focusing on continuous improvement to ensure consistently high delivery of service to customers

Qualification

Customer service experienceBillingCollections knowledgeMicrosoft Office SuiteCritical thinking skillsInterpersonal skillsUtility regulationsOrganizational skillsTime-management skillsWritten communication skillsVerbal communication skills

Required

High school diploma or equivalent. Completion of two years of college level business, finance, and accounting classes or similar experience

Four (4+) years of experience in customer service, preferably in water/wastewater utility industry; 1-2 years of additional experience in a team lead or senior role or handling escalated customer service issues

Excellent written and verbal communication skills and strong interpersonal skills

Maintain well-developed working knowledge of company policies and procedures. Solid knowledge of standard business practices and principles, including basic accounting

Hands-on knowledge of Microsoft office suite applications including MSWord, Excel, and Outlook

Ability to work with various financial and customer information system platforms

Knowledge of billing and collection activities

An understanding of a regulated utility environment

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

Organizational and time-management skills

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