Customer Service Team Lead & SAP Trainer (Hybrid)

Aquarion Water Authority; Monroe (CT); On-site; USD 30,000 - 44,000; Full time

Job summary

Aquarion Water Authority in Monroe, CT seeks a Call Center Customer Service Team Lead/Trainer. You will coach and train staff to meet targets, resolve complex escalations, and use SAP, Sinch, and CRM data to support quality assurance and training materials.

Responsibilities include analyzing training needs, delivering weekly sessions, onboarding new CSRs, monitoring KPIs, and providing escalation support. The role is non-exempt hourly, starting at $27 per hour, with potential hybrid work after 3

Qualifications

• 3+ years in customer service call center.
• Strong communication, problem-solving and organizational skills.
• Experience with SAP in a call center environment.

Responsibilities

• Lead and train customer service staff to meet targets.
• Coach on complex escalations and ensure first call resolution.
• Analyze training needs and develop materials for sessions.
• Support QA by using SAP, Sinch and GIS data.

Skills

SAP experience

CRM knowledge

Training & coaching

Analytical skills

Communication skills

Education

High school diploma

Associate or Bachelor's degree preferred

Tools

SAP

GIS

Sinch/Contact Center

Job description

Aquarion Water Authority in Monroe, CT seeks a Call Center Customer Service Team Lead/Trainer. You will coach and train staff to meet targets, resolve complex escalations, and use SAP, Sinch, and CRM data to support quality assurance and training materials.

Responsibilities include analyzing training needs, delivering weekly sessions, onboarding new CSRs, monitoring KPIs, and providing escalation support. The role is non-exempt hourly, starting at $27 per hour, with potential hybrid work after 3