Customer Service Team Lead & Trainer (Hybrid, SAP)

Aquarion Water Company; Monroe (CT); On-site; USD 31,000 - 44,000; Full time

Job summary

Aquarion Water Authority in Monroe, CT is seeking a Customer Service Team Lead/Trainer for the Call Center to coach and train staff, achieve targets, and resolve complex escalations, using SAP and Sinch/Contact Center data. The role collaborates with Collections, Billing and Service to optimize the customer experience and requires strong CRM, SAP and GIS knowledge.

This full-time, non-exempt position starts at $27.00 per hour, with a hybrid schedule after 3 months and potential on-site

Qualifications

• A high school diploma is required.
• An associate or bachelor’s degree is preferred, but not required.
• This role is a full-time, benefit-eligible position.
• Starting hourly rate is $27.00.
• Role reports out of the Monroe, CT office.

Responsibilities

• Promote a positive, engaged and customer-focused work environment.
• Analyze and identify training needs; create and update training materials; prepare and facilitate weekly/bi-weekly training sessions.
• Provide company-wide training for all incoming employees including SAP navigation and SAP training.
• Collaborate with the Supervisor to monitor performance, develop training plans, track KPIs, and support improvements.
• Ensure processes and procedures are implemented and used effectively by the team.
• Coach staff to drive performance and meet targets for calls per day and call handling time.
• Use Sinch/Contact Center data to improve customer experience and provide feedback.
• Resolve complex customer issues and troubleshoot billing questions.
• Participate in technology upgrades and train interns as needed.
• Backup for Everbridge, alerts and outages.

Skills

Customer service

Communication

Training & coaching

SAP

CRM

Team leadership

Analytical skills

Education

High school diploma

Associate or bachelor’s degree preferred

Tools

SAP

Sinch/Contact Center

GIS

CRM

Job description

Aquarion Water Authority in Monroe, CT is seeking a Customer Service Team Lead/Trainer for the Call Center to coach and train staff, achieve targets, and resolve complex escalations, using SAP and Sinch/Contact Center data. The role collaborates with Collections, Billing and Service to optimize the customer experience and requires strong CRM, SAP and GIS knowledge.

This full-time, non-exempt position starts at $27.00 per hour, with a hybrid schedule after 3 months and potential on-site