Representative, Customer Care I

EPCOR•Clovis, NM

2d•Remote

About The Position

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. As a Customer Service Representative, you’ll be the first point of contact for our water utility customers, helping them with everything from billing questions to service concerns. If you’re someone who thrives in a fast-paced environment, enjoys solving problems, and values meaningful work, we’d love to hear from you. This is a full-time, permanent work-from-home role, however candidates must reside within commuting distance of an EPCOR location in Arizona, New Mexico, or the greater Houston Texas area. EPCOR provides all the equipment you need, no personal computer required.

Requirements

High school diploma or equivalent required
A minimum of 2 years of recent (within the last 3 years) work experience in a Call Centre, Community or Essential Services, or Customer Service. Sales experience would be considered an asset.
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.
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

Nice To Haves

Experience working in a utility, regulated, or corporate environment is highly desired.

Responsibilities

Handle a high volume of inbound calls per day from customers 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 (performance targets are reviewed annually to ensure alignment with operational needs)
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