Contact Center Representative (Temp to Hire)

Aqua, Inc.; Kankakee (IL); On-site; USD 23,000 - 32,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Employee Stock Purchase Plan

Paid time off

Life insurance

Job summary

Aqua, an Essential Utilities company, is hiring Contact Center Representatives for a temp-to-hire training class starting 11/9. You will handle inbound calls about billing, outages, and service requests, and you will receive thorough training with benefits upon conversion to full-time employment.

The role features a competitive pay rate of $20/hour, a six-week training period, and a comprehensive benefits package after conversion, including medical, dental, vision, 401(k), and more.

Qualifications

• Proficiency with Microsoft Outlook and general computer software navigation.
• Strong verbal and written communication skills.
• Ability to stay organized and detailed in a high-volume call center.

Responsibilities

• Deliver consistently high standard of service and exceed customer expectations when possible.
• Answer inbound calls and, when required, place outbound calls.
• Communicate clearly with empathy and de-escalate challenging interactions.
• Listen actively, confirm details, and resolve customer inquiries.
• Document interactions accurately in the customer information system.
• Maintain knowledge of applications, processes, and water utility services.

Skills

Outlook proficiency

Verbal communication

Written communication

Critical thinking

Organization

Typing

Work under pressure

Customer-focused

Education

High school diploma or equivalent

Job description

Aqua, an Essential Utilities company, employs people in a variety of roles within our eight-state footprint, ranging from field workers and customer service representatives who are on the front lines working with customers, to scientists and engineers who help ensure we're delivering reliable water and wastewater services to our communities. If you're looking for a rewarding career helping improve our environment and protect our natural resources, we encourage you to join our team!

About Essential Utilities

Essential Utilities, Inc. delivers safe, clean, reliable services that improve quality of life for individuals, families, and entire communities.

Operating as the Aqua (water and wastewater services) and the Peoples and Delta (natural gas) brands, Essential serves approximately 5.5 million people across 10 states. We are committed to sustainable growth, operational excellence, a superior customer experience, and premier employer status - including a competitive and comprehensive benefits package as well as a commitment to career growth opportunities.

We are advocates for the communities we serve and are dedicated stewards of natural lands, protecting more than 7,600 acres of forests and other habitats throughout our footprint.

Our company is one of the most significant publicly traded water, wastewater service and natural gas providers in the U.S.

Are you someone who enjoys helping people and solving problems? We are hiring Contact Center Representatives on a temp to hire basis for our 11/9 training class. We are looking for solution-oriented professionals who can listen effectively and create positive and empathetic customer experiences in a timely fashion!

The Contact Center Representative serves as the first point of contact for customers, delivering personalized support with a focus on onecall resolution. The role involves handling inbound customer calls in a fastpaced, high-call-volume environment and resolving inquiries related to billing, collections, movein/moveout requests, service outages, emergency situations, and water and wastewater quality concerns.

We provide thorough training to support your success. Upon conversion to full time employment, Aqua provides a wide-ranging benefits package including medical, prescription, dental and vision coverage, paid time off, 401(k), EmployeeStock Purchase Plan, life insurance, voluntary benefits,as well as health and wellness programs.

Pay Rate

• $20/hour

Key Responsibilities

• Deliver consistently high standard of service aligned with (and exceeding when possible) customer expectations
• Answer inbound calls; place outbound customer calls when required
• Communicate clearly and professionally while demonstrating empathy, including de-escalating challenging interactions and focusing on solutions
• Actively listen to customers, confirming and clarifying information to support effective resolution
• Independently respond to and resolve customer questions, concerns, and inquiries via phone and correspondence
• Leverage internal systems, tools, and reference materials to research and resolve customer questions
• Identify next steps and follow through on the correct actions based on the details of each contact
• Accurately document each customer interaction in the customer information system
• Build and sustain strong knowledge of applications, processes, and water utility services
• Contribute to a collaborative team culture that supports shared results and individual growth
• Perform other duties as assigned

Qualifications/Availability

• High school diploma or stateaccepted equivalency certificate
• At least two years of customer service and/or related business experience
• Available to work scheduled shifts within the Contact Center's operating hours of Monday through Friday, 8:00 AM to 6:00 PM EST based on business needs.

Skills & Competencies

• Proficiency in Microsoft Outlook and general computer software navigation
• Strong verbal and written communication skills
• Strong critical-thinking skills with sound judgment to resolve issues efficiently
• Strong organizational skills and attention to detail
• Proficient typing and personal computing skills
• Ability to work well under pressure
• Customerfocused mindset

Training & Early Employment Expectations

• Attendance is a requirement throughout the entire training course and will be monitored after training to ensure continued compliance
• Training is six weeks in duration
• Whenever possible, schedule appointments before training begins or outside of assigned work hours
• Proactive communication with a supervisor or instructor is expected if issues arise
• Ability to maintain full focus during training and while taking calls throughout the scheduled workday

Aqua, an Essential Utilities company is an Equal Opportunity / ...
Aqua is committed to providing reasonable accommodation to individuals with disabilities. If you have a condition that may prevent you from applying for a job online or need to request an accommodation during the interview process, please call (1-877-271-9012).
To maintain the integrity of the recruitment process and to avoid real or perceived conflicts of interest due to employment and/or assignment of family members and personal referrals, specific guidelines apply to the hiring and assignment of these individuals including, but not limited to:

• Family members cannot result in supervisor/subordinate reporting relationship
• Family members cannot work in the same department.