Customer Service Representative

Aquarion Water Company; United States; Hybrid; USD 28,000 - 40,000; Full time

Job summary

Aquarion Water Company is seeking a customer service professional to join its call center team. The role focuses on handling billing inquiries, water service issues, and account updates via phone, email, and chat.

Candidates should have at least five years in a call center, SAP experience preferred, and strong written and verbal communication skills. The position offers a 9:00 AM–5:30 PM schedule with potential for a hybrid office/remote arrangement after training.

Qualifications

• Minimum of five years experience in a call center environment.
• Prior use of SAP is highly desired.
• Bi-lingual a plus.
• Strong problem-solving and communication skills.
• Ability to handle 50–100 calls per day in a reactive environment.

Responsibilities

• Respond to customer inquiries via phone, email and chat on billing, water service, and transfers.
• Navigate SAP to account for customer contacts.
• Resolve issues to achieve first-call resolution and coordinate with field services as needed.
• Verify changes of address and other transfers.
• Compose letters and emails using Outlook and Word.
• Maintain strong math skills to resolve billing matters.
• Occasional overtime and after-hours meetings; hybrid schedule after training.
• Other duties as required.

Skills

Call center experience

Customer service

Verbal communication

Written communication

Bi-lingual

Math skills

Education

High school diploma

Associate's or Bachelor's degree preferred

Tools

SAP

Job description

Aquarion Water Company is the public water supply company for more than 750,000 people in 72 cities and towns throughout Connecticut, as well as serving customers in Massachusetts and New Hampshire. It is the largest investor-owned water utility in New England and among the seven largest in the U.S. Based in Bridgeport, CT, it has been in the public water supply business since 1857. Across its operations, Aquarion strives to act as a responsible steward of the environment and to assist the communities it serves in promoting sustainable practices. Aquarion Water Company is a wholly-owned subsidiary of Eversource.

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

• 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 Company 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.