Customer Service Representative

Aquarion Water Authority; Monroe (CT); Hybrid; USD 28,000 - 40,000; Full time

Benefits offered by this job

Hybrid schedule after 3 months

Job summary

Aquarion Water Authority in Bridgeport, CT, is hiring for a full-time Customer Service role in the Customer Service Department. You will handle billing, water quality, service interruptions, and customer inquiries via phone, email and chat with SAP data entry and CRM usage.

Requirements include a high school diploma and 5+ years in a high-volume call center; SAP experience is preferred. A bilingual candidate is a plus; hybrid work after 3 months may apply.

Qualifications

• Minimum of five years experience in a call center environment preferred.
• Prior use of SAP highly desired.
• Bi-lingual a plus.

Responsibilities

• Handle 50–100 calls per day in a reactive environment.
• Respond to inquiries via phone, email and chat; document in SAP.
• Process address changes, transfers, and billing adjustments.
• Draft letters and emails using Outlook and Word.
• Maintain high levels of customer satisfaction and first-call resolution.

Skills

Customer service

Call center

SAP

Bilingual

Problem solving

Communication

Education

High school diploma

Associate's or Bachelor's degree preferred

Tools

Outlook

Word

CRM system

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 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 3 months of successful employment, this role will be eligible for a hybrid schedule (3 days office/2 days remote). However, based on business needs, such as training, testing, or project work, the employee may be required to work on-site for specific periods. Any such adjustments will be communicated in advance.
• Applicants are required to be eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization (e.g. H-1B visa) for this opportunity.
• AWA does not accept unsolicited resumes from external recruiting firms. All vendors must have a current and fully executed MSA on file before submitting candidates. Any unsolicited resumes and candidate profiles will be deemed the property of AWA, and no fee will be due.
• Employment with AWA is contingent upon the successful completion of pre-employment screenings, including a drug screening, where permitted by law.

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.