Customer Care Specialist — Hybrid (Service & Support)

Premier CX; North Carolina; On-site; USD 29,000 - 34,000; Full time

Job summary

Cumbrian Water is seeking a friendly, customer-focused Contact Centre Agent to join the team in a full-time role. You will be the first point of contact for customers, handling inquiries, resolving issues, and providing support across water services.

You’ll log requests in the CRM, provide billing and service disruption information, escalate when necessary, and uphold high standards of professionalism and empathy in every interaction.

Qualifications

• GCSEs in English and Maths.
• Experience in customer service or contact centre preferred.
• Strong communication and interpersonal skills.

Responsibilities

• Respond to customer enquiries via phone, email, and live chat.
• Log and track service requests and complaints using CRM systems.
• Provide accurate information about billing, water supply, and service disruptions.
• Resolve customer issues promptly or escalate when needed.
• Maintain professionalism and empathy in all interactions.
• Update customer records and ensure data accuracy.
• Identify recurring issues or feedback to support service improvements.
• Meet targets for response time, customer satisfaction, and call quality.

Skills

Communication

Customer service

Interpersonal skills

Calm under pressure

Attention to detail

Education

GCSE English & Maths

Tools

CRM software

Microsoft Office

Job description

Cumbrian Water is seeking a friendly, customer-focused Contact Centre Agent to join the team in a full-time role. You will be the first point of contact for customers, handling inquiries, resolving issues, and providing support across water services.

You’ll log requests in the CRM, provide billing and service disruption information, escalate when necessary, and uphold high standards of professionalism and empathy in every interaction.