Manager, Customer Care

EPCOR Utilities – Phoenix, AZ

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 and the largest private, regulated utility in Arizona and New Mexico. Today, EPCOR USA provides service to more than 360,000 people in 37 communities and 15 counties across three states. In addition to delivering regulated water and wastewater service to more than 350,000 people in Arizona and New Mexico and wholesale water services to municipalities in the Austin metropolitan area, EPCOR USA delivers natural gas service to customers north of the Houston metropolitan area. EPCOR USA is an indirect, wholly owned subsidiary of EPCOR Utilities Inc.Brief DescriptionWe are recruiting for an exceptional Manager, Customer Care to work out of our Sun City and Fountain Hills offices. This individual will provide leadership for our customer care operations including billing, customer service, and dispatch services for EPCOR USA operations.Detailed DescriptionKey Accountabilities:

  • Direct and manage Customer Care operations, and implement best operating practices to drive continuous improvement, innovation, and excellent customer service.
  • Lead, motivate and develop staff.
  • Build shared commitment to improving business performance, and develop both individual and team capabilities.
  • Communicate a shared vision, energize and empower staff, and champion diversity and inclusion.
  • Review reports for compliance to performance metrics and ensure necessary action plans occur.
  • Report regularly on key customer support issues and performance reports.
  • Work with vendors to optimize performance and the quality of the customer support experience.
  • Identify, analyze and resolve a wide range of technical, process, and operational issues providing quick and decisive solutions.
  • Job RequirementsRequirements:
  • Bachelors Degree in Business, Management, Finance, related degree, or equivalent work experience.
  • 6-10 years of management experience in customer operations or related field, preferably in the water/wastewater utility industry.
  • Strong management skills in planning, organizing, analysis, team working, and employee development.
  • Excellent leadership skills and ability to deal effectively with and maintain productive relationships with employees at all levels, management, and external customers.
  • Excellent verbal and written communication skills, as well as interpersonal skills (cooperation, listening, and diplomacy).
  • Additional DetailsEPCOR USA offers extremely competitive salaries, an incentive award program, and an excellent benefit package including medical, dental, vision and other insurance coverage, generous time-off schedules, training opportunities, tuition reimbursement, and certification support. Weve 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.EPCOR Utilities - 30+ days ago - save job - original job

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