Contact Center Representative (Temp to Hire)

Aqua America, Inc.; MacGregor Park (NC); On-site; USD 28,000 - 30,000; Full time

Benefits offered by this job

Medical benefits

Dental & vision coverage

401(k)

Employee Stock Purchase Plan

Life insurance

Paid time off

Wellness programs

Job summary

Aqua America, Inc. is hiring a Contact Center Representative in the United States. You will join a fast-paced team handling inbound calls related to billing, service requests, and outages, with a focus on one-call resolution and empathetic customer service.

Training is provided for six weeks, after which you may convert to full-time employment with a comprehensive benefits package. This role requires strong communication skills and reliability in a monitored training environment.

Qualifications

• High school diploma or equivalent required.
• Minimum two years of customer service experience.
• Availability for Monday–Friday shifts 8:00 AM–6:00 PM EST.
• Proficient with Outlook and basic computer software.

Responsibilities

• Answer inbound calls and resolve inquiries.
• Communicate clearly and empathetically with customers.
• Research using internal systems to answer questions.
• Document each interaction in the customer information system.
• Identify next steps and follow through on actions.
• Support a collaborative team environment and assist as needed.

Skills

Customer service

Communication

Empathy

Typing

Education

High school diploma or equivalent

Tools

Microsoft Outlook

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 UtilitiesEssential 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 one‑call resolution. The role involves handling inbound customer calls in a fast‑paced, high-call-volume environment and resolving inquiries related to billing, collections, move‑in/move‑out 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), Employee Stock Purchase Plan, life insurance, voluntary benefits, as well as health and wellness programs.Pay Rate:$20/hourKey Responsibilities:Deliver consistently high standard of service aligned with (and exceeding when possible) customer expectationsAnswer inbound calls; place outbound customer calls when requiredCommunicate clearly and professionally while demonstrating empathy, including de-escalating challenging interactions and focusing on solutionsActively listen to customers, confirming and clarifying information to support effective resolutionIndependently respond to and resolve customer questions, concerns, and inquiries via phone and correspondenceLeverage internal systems, tools, and reference materials to research and resolve customer questionsIdentify next steps and follow through on the correct actions based on the details of each contactAccurately document each customer interaction in the customer information systemBuild and sustain strong knowledge of applications, processes, and water utility servicesContribute to a collaborative team culture that supports shared results and individual growthPerform other duties as assignedQualifications/Availability:High school diploma or state‑accepted equivalency certificateAt least two years of customer service and/or related business experienceAvailable 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 navigationStrong verbal and written communication skillsStrong critical-thinking skills with sound judgment to resolve issues efficientlyStrong organizational skills and attention to detailProficient typing and personal computing skillsAbility to work well under pressureCustomer‑focused mindsetTraining & Early Employment Expectations:Attendance is a requirement throughout the entire training course and will be monitored after training to ensure continued complianceTraining is six weeks in durationWhenever possible, schedule appointments before training begins or outside of assigned work hoursProactive communication with a supervisor or instructor is expected if issues ariseAbility to maintain full focus during training and while taking calls throughout the scheduled workdayAqua, an Essential Utilities company is an Equal Opportunity / Affirmative Action employer. Equal employment opportunity is provided to all employees and applicants for employment without regard to the following legally protected characteristics: race, color, religion, sex, national origin, age, pregnancy (including childbirth and related medical conditions, including medical conditions related to lactation), physical or mental disability, covered-veteran status, genetic information (including testing and characteristics), sexual orientation, gender identity or expression or any other characteristic protected by applicable local, state or federal law.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 a supervisor/subordinate reporting relationshipFamily members cannot work in the same department.