Customer Service Supervisor — Hybrid (Water Utility)

Aquarion Water Company; Monroe (CT); Hybrid; USD 72,000 - 88,000; Full time

Benefits offered by this job

Hybrid work schedule

Job summary

Aquarion Water Authority in Monroe, CT seeks a Supervisor of Customer Service to design, implement, and oversee policies for service and billing inquiries. You will coach staff, ensure first contact resolution, and partner with management to maintain high customer satisfaction.

The role reports to the Manager, Customer Experience and involves oversight of call center metrics, escalations, and continuous process improvements.

Qualifications

• Bachelor's degree required and exempt position.
• Starting salary range indicated in job posting.
• Hybrid work arrangement after 3 months of successful employment.
• Monroe, CT office; standard hours 8:30 AM–5:00 PM, Monday to Friday.

Responsibilities

• Lead the Customer Service team to achieve high customer satisfaction and first contact resolution.
• Oversee staff scheduling, performance, and coaching to meet KPIs.
• Manage escalations and supervise complaint handling processes with management alignment.
• Monitor service levels, call metrics, and workflow efficiency in the call center.

Skills

Contact Center operations

CRM proficiency

SAP systems

Customer service processes

Communication skills

Supervisory experience

Interpersonal skills

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Aquarion Water Authority in Monroe, CT seeks a Supervisor of Customer Service to design, implement, and oversee policies for service and billing inquiries. You will coach staff, ensure first contact resolution, and partner with management to maintain high customer satisfaction.

The role reports to the Manager, Customer Experience and involves oversight of call center metrics, escalations, and continuous process improvements.