Customer Care Administrator - Contract/Temp

About the role

The Customer Care Administrator I position at Aqua, an Essential Utilities company, provides administrative support to Aqua's Customer and State Operations. Reporting to the Customer Care Team Lead, this role supports excellent customer service through various administrative tasks and customer care responsibilities.

Responsibilities

• Responds to customer questions, issues, and problems using a variety of Customer Information systems to research and resolve issues including Banner (CIS), Service Link (Field Logistical Interface), AMRA (Meter Reading Interface), ASOA (Service Order Management Interface), InfoStream (Sharepoint application), ACES (Aqua Complaint Exchange System).
• Performs a variety of customer care administrative tasks in accordance with service level standards and best practices.
• Aligns and prioritizes daily activities with departmental goals and objectives.
• Handles escalated customer claims, including Disputes, Better Business Bureau, formal and informal commission complaints.
• Researches customer issues and concerns and updates accounts based on findings.
• Ensures compliance with service standards and state rules and regulations governing utility services.
• Aids in the documentation and communication of operational policies, procedures, and functions within the department.
• Builds and maintains strong working relationships across all levels of the service organization.
• Communicates regularly and professionally with management and all service departments, including Customer Operations staff, State Presidents, and relevant office personnel as necessary to effectively respond to customer issues and concerns, providing customer service excellence.
• Remains current on state regulations and operational policies and procedures to ensure customer responses comply with regulatory updates and trends in best practices.
• Participates on special projects and cross-functional teams that arise from time-to-time using a wide degree of creativity and latitude to complete.
• Performs other duties as assigned.

Qualifications

• A High School graduate or GED.
• Minimum of 2 years administrative support or customer service experience.
• Familiarity with computer applications and customer service systems, e.g. Microsoft Office applications, SharePoint site navigation, etc.
• Good organization and problem-solving skills.
• Good written and verbal communications skills.
• Basic math knowledge needed to update customer accounts.
• Excellent interpersonal skills with the ability to communicate effectively (clearly, concisely, and professionally) with the public.
• Ability to work well under pressure.
• Ability to work on multiple projects simultaneously and adapt to changing priorities in a fast-paced environment.
• A team player able to work effectively in a team-fostered multi-tasking environment.

Skills and Abilities

• Familiarity with computer applications and customer service systems, e.g. Microsoft Office applications, SharePoint site navigation, etc.
• Good organization and problem-solving skills.
• Good written and verbal communications skills.
• Basic math knowledge needed to update customer accounts.
• Excellent interpersonal skills with the ability to communicate effectively (clearly, concisely, and professionally) with the public.
• Ability to work well under pressure.
• Ability to work on multiple projects simultaneously and adapt to changing priorities in a fast-paced environment.
• A team player able to work effectively in a team-fostered multi-tasking environment.

Benefits

Aqua, an Essential Utilities company, offers a competitive and comprehensive benefits package as well as a commitment to career growth opportunities. The company is also dedicated to sustainable growth, operational excellence, a superior customer experience, and premier employer status.