This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role involves being the first point of contact for our water utility customers, helping them with everything from billing questions to service concerns. - Handle a high volume of inbound calls per day regarding billing inquiries, payments, service complaints, and technician requests - Complete each customer interaction, including talk time and any necessary follow-up, 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 Qualifications - High school diploma or equivalent required - A minimum of 2 years of recent work experience in a Call Centre, Community or Essential Services, or Customer Service. Sales experience would be considered an asset. - Experience working in a utility, regulated, or corporate environment is highly desired. - Excellent written and verbal communication skills - Demonstrable track record of positive performance, punctuality, and schedule adherence. - Strong keyboarding skills and the ability to multi-task (typing while talking to customers). - Resourceful with a highly developed attention to detail. - Strong computer background including experience with Microsoft Office suite of products (Outlook, Word, and Edge). - Proven ability to solve problems with a positive attitude. - Capability to handle confidential information with discretion. - Reliable internet connection: 50 Mbps download / 10 Mbps upload, DSL or fiber only (no satellite or hotspot) - Dedicated workspace in your home to maintain privacy and confidentiality. Workspaces will be subject to virtual annual inspections to ensure safety. - 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 Requirements - Mandatory attendance for virtual training from June 1, 2026 – June 29, 2026 or June 8, 2026 – July 31, 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. Benefits - 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 Company Description EPCOR is hiring up to 40 permanent, full-time Customer Service Representatives. Make a difference – one call at a time. At EPCOR, we’re a team of people who care deeply about the communities we serve across North America.