Customer Services Representative

Premier CX; North Carolina; On-site; USD 29,000 - 34,000; Full time

Job summary

Cumbrian Water is seeking a friendly, customer-focused Contact Centre Agent to join the team in a full-time role. You will be the first point of contact for customers, handling inquiries, resolving issues, and providing support across water services.

You’ll log requests in the CRM, provide billing and service disruption information, escalate when necessary, and uphold high standards of professionalism and empathy in every interaction.

Qualifications

• GCSEs in English and Maths.
• Experience in customer service or contact centre preferred.
• Strong communication and interpersonal skills.

Responsibilities

• Respond to customer enquiries via phone, email, and live chat.
• Log and track service requests and complaints using CRM systems.
• Provide accurate information about billing, water supply, and service disruptions.
• Resolve customer issues promptly or escalate when needed.
• Maintain professionalism and empathy in all interactions.
• Update customer records and ensure data accuracy.
• Identify recurring issues or feedback to support service improvements.
• Meet targets for response time, customer satisfaction, and call quality.

Skills

Communication

Customer service

Interpersonal skills

Calm under pressure

Attention to detail

Education

GCSE English & Maths

Tools

CRM software

Microsoft Office

Job description

We’re looking for a friendly and customer-focused Contact Centre Agent to join our team full-time at Cumbrian Water.

As a Contact Centre Agent, you’ll be the first point of contact for customers, handling enquiries, resolving issues, and providing support across a range of water services. You’ll play a key role in maintaining customer satisfaction and ensuring that queries are dealt with efficiently and professionally.

Key responsibilities

• Responding to customer enquiries via phone, email, and live chat
• Logging and tracking service requests and complaints using CRM systems
• Providing accurate information about billing, water supply, and service disruptions
• Resolving customer issues promptly or escalating to relevant departments when necessary
• Maintaining a high level of professionalism and empathy in all interactions
• Updating customer records and ensuring data accuracy
• Supporting service improvement initiatives by identifying recurring issues or feedback trends
• Meeting performance targets for response time, customer satisfaction, and call quality

Qualifications

• GCSEs (or equivalent) in English and Maths
• Previous experience in a customer service or contact centre environment (desirable)
• Strong communication and interpersonal skills
• Ability to remain calm and professional under pressure
• Proficient in using CRM systems and Microsoft Office applications
• Excellent problem-solving skills and attention to detail
• Willingness to work flexible shifts, including occasional weekends or evenings

Who we are

Cumbrian Water is a regional water utility company dedicated to delivering clean, safe, and sustainable water services across Cumbria. We are committed to environmental responsibility, customer satisfaction, and community engagement.

Our values include integrity, service, and sustainability. We foster a supportive and inclusive workplace where employees are empowered to make a difference.

Benefits of working with us:

• Competitive salary and pension scheme
• Full training and onboarding support
• Hybrid working options after probation
• Employee wellbeing programmes
• Opportunities for internal progression and development

At Cumbrian Water, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We welcome applications from candidates with disabilities and are happy to discuss reasonable adjustments during the recruitment process.

We believe that diverse teams make stronger teams, and we are committed to building an inclusive and equitable workplace where everyone can thrive.