Customer Service

The Eagle River Water & Sanitation District provides round-the-clock emergency response.

To report a water or sewer emergency, call 970-476-7480. If the office is closed, press ‘5’ to be redirected to emergency dispatch, which will contact the correct employee(s) to assist.

If you are a new customer, please review the New Customer Welcome Packet.

The Customer Service department is responsible for delivering quality service in the areas of utility billing and customer support. This includes customer contact (telephone and walk-in), payment processing/cashiering, credit/collections, and billing and tap fee collection.

The Customer Service Office in Vail is open Monday through Friday, 8 a.m. to 4 p.m. Contact a Customer Service Specialist by calling 970-477-5451 during office hours or email .

We do not accept cash payments and we do not accept any credit card or banking information over the phone. You can make a credit card payment anytime on our bill payment portal or by phone using our automated system (call 970-476-7480 and press ‘1’).

The Customer Service office is closed on the following days:

Office Closures
New Year’s Day Veterans Day
Martin Luther King Jr. Day Thanksgiving Day
Memorial Day Day after Thanksgiving
Juneteenth Christmas Eve
Independence Day Christmas Day
Labor Day


Office closures generally include administrative functions, billing and customer service, and construction projects; they do not include water and wastewater facilities, which operate every day of the year. To make a payment when the office is closed, please use the payment drop box at the Vail office (846 Forest Road).