Customer Service Representative

Aquarion Water Company; Monroe (CT); Hybrid; USD 29,000 - 40,000; Full time

Job summary

Aquarion Water Authority in Bridgeport, CT, is seeking a skilled Customer Service Advocate to handle high-volume inquiries via phone, email and chat. You will document interactions in SAP, resolve issues on the first contact, and coordinate with field or meter staff as needed.

This role requires strong communication, math, and organizational skills, with experience in a call center and familiarity with ERP/SAP. Training leads to a hybrid schedule after 3 months.

Qualifications

• Minimum of five years experience in a call center.
• Experience using SAP is highly desired.
• Bilingual abilities considered a plus.
• Excellent customer relations and communication skills.
• Strong problem-solving and math abilities for billing questions.

Responsibilities

• Respond to customer inquiries via phone, email, and chat; document in SAP.
• Resolve issues to achieve first-call resolution; coordinate with field or meter staff as needed.
• Process address changes, transfers, foreclosures, and bankruptcies.
• Handle 50–100 calls per day in a fast-paced environment.
• Draft letters and emails using Outlook and Word.
• Maintain CRM/database and perform data entry with accuracy.
• Attend after-hours meetings as required.
• Perform other duties as assigned.

Skills

Call center experience

Customer service

Bilingual

Problem solving

Communication skills

Math skills

Organizational skills

Education

High school diploma

Associate's degree

Bachelor's degree

Tools

SAP

Outlook

Microsoft Word

Job description

The Aquarion Water Authority (AWA) is a locally governed, not-for-profit water authority providing water service to more than 735,000 people in 60 municipalities across Connecticut. Based in Bridgeport, Connecticut, AWA is responsible for the operation, maintenance, and long-term stewardship of one of the state's largest water systems. Through local governance, operational expertise, and continued investment in critical infrastructure, AWA is committed to delivering safe, reliable water service to the communities it serves.

Job Summary

A position is available in Aquarion's Customer Service Department. The position requires an individual with excellent customer relations, organizational, verbal and written communications skills, and above average problem solving skills. A minimum of five (5) years experience in a call center environment is preferred and prior use of SAP is highly desired. Bi-lingual a plus. Applicants must be genuinely excited to help customers and have a proven track record of excellence.

Principal Responsibilities

Applicants must be able to perform the following primary duties in a manner consistent with the Company’s mission to be the service provider, employer and investment of choice through a relentless commitment to excellence:

• Receive and respond (via phone, email and chat) to all types of customer inquires with regard to such matters as billing (i.e., high bills, zero usage, credits, refunds, transfers, adjustments), water quality and service (i.e., discolored water, pressure issues, service interruptions, outages), meter and remote malfunctions, collections (installment plans, arrangements, ebilling), property transfers and final bills, leak adjustments and other service-related issues. Ability to navigate and properly account for all customer contacts in the SAP system.
• Resolve customer inquiries or complaints to ensure first-call problem resolution and customer satisfaction; arrange for field service or meter reading departments to perform work as necessary; ability to problem-solve and thoroughly research in order to successfully resolve issues.
• Verify and process changes of addresses, property transfers, foreclosures and bankruptcies.
• Ability to handle as least 50-100 calls per day in a reactive environment.
• Compose letters and emails using Outlook, Word and chat.
• Excellent computer skills and previous experience working in a customer relationship management system/database.
• Strong math skills required to resolve billing-related matters.
• Self-starter with strong organizational skills.
• Occasional overtime and attendance at after-hours department staff meetings is required.
• Various other duties as required.

Preferred Requirements

• Experience in a high volume call center preferred, but not required.

Education/Certifications

• A high school diploma is required.
• An associate's or bachelor's degree is preferred, but not required.

Salary

• This role is a full-time, benefit-eligible role.
• This role is classified as a non-exempt hourly role, with a starting hourly rate of $24.75/hour.
• The work schedule will be Monday through Friday, 9:00AM to 5:30PM. Training hours may vary slightly.
• After three months of successful employment & full training, this role will be eligible for a hybrid schedule (3 days office/ 2 days remote).

Aquarion Water Authority is an equal opportunity employer, and we prohibit discrimination based on age, color, disability, marital or parental status, national origin, race, religion, sex, sexual orientation, gender identity, military or veteran status, or any other legally protected status in accordance with applicable federal, state and local laws.