Contact Center Representative (Temp to Hire)

About the Role

Aqua, an Essential Utilities company, is hiring Contact Center Representatives on a temp-to-hire basis for our 11/9 training class. We seek solution-oriented professionals who can listen effectively and create positive, empathetic customer experiences in a fast-paced, high-call-volume environment.

Responsibilities

• Deliver a consistently high standard of service, exceeding customer expectations when possible.
• Answer inbound calls and place outbound calls as required.
• Communicate clearly and professionally, demonstrating empathy and de-escalating challenging interactions.
• Actively listen to customers, confirming and clarifying information for effective resolution.
• Independently respond to and resolve customer inquiries via phone and correspondence.
• Leverage internal systems, tools, and reference materials to research and resolve customer questions.
• Identify next steps and follow through on actions based on each contact's details.
• Accurately document customer interactions in the customer information system.
• Build and sustain strong knowledge of applications, processes, and water utility services.
• Contribute to a collaborative team culture supporting shared results and individual growth.
• Perform other duties as assigned.

Qualifications

• High school diploma or state-accepted equivalency certificate.
• At least two years of customer service and/or related business experience.
• Availability to work scheduled shifts within the Contact Center’s operating hours: Monday through Friday, 8:00 AM to 6:00 PM EST, based on business needs.

Skills

• Proficiency in Microsoft Outlook and general computer software navigation.
• Strong verbal and written communication skills.
• Strong critical-thinking skills with sound judgment to resolve issues efficiently.
• Strong organizational skills and attention to detail.
• Proficient typing and personal computing skills.
• Ability to work well under pressure.
• Customer-focused mindset.

Training & Early Employment Expectations

• Attendance is required throughout the entire six-week training course and will be monitored after training.
• Schedule appointments before training begins or outside assigned work hours whenever possible.
• Proactive communication with a supervisor or instructor is expected if issues arise.
• Ability to maintain full focus during training and while taking calls throughout the scheduled workday.

Benefits

Upon conversion to full-time employment, Aqua provides a comprehensive benefits package, including medical, prescription, dental, and vision coverage, paid time off, 401(k), Employee Stock Purchase Plan, life insurance, voluntary benefits, and health and wellness programs.

Pay

$20/hour