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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.