Customer Service Representative

Aquarion Water Company is the public water supply company for more than 750,000 people in 72 cities and towns throughout Connecticut, as well as serving customers in Massachusetts and New Hampshire. It is the largest investor-owned water utility in New England and among the seven largest in the U.S. Based in Bridgeport, CT, it has been in the public water supply business since 1857. Across its operations, Aquarion strives to act as a responsible steward of the environment and to assist the communities it serves in promoting sustainable practices. Aquarion Water Company is a wholly-owned subsidiary of Eversource.

About the role

A position is available in Aquarion's Customer Service Department. The role requires an individual with excellent customer relations, organizational, verbal and written communications skills, and above-average problem-solving skills. A minimum of five (5) years of experience in a call center environment is preferred, and prior use of SAP is highly desired. Bilingual candidates are a plus. Applicants must be genuinely excited to help customers and have a proven track record of excellence.

Responsibilities

• Receive and respond (via phone, email, and chat) to all types of customer inquiries regarding billing (e.g., high bills, zero usage, credits, refunds, transfers, adjustments), water quality and service (e.g., discolored water, pressure issues, service interruptions, outages), meter and remote malfunctions, collections (installment plans, arrangements, e-billing), property transfers and final bills, leak adjustments, and other service-related issues.
• Navigate and properly account for all customer contacts in the SAP system.
• Resolve customer inquiries or complaints to ensure first-call problem resolution and customer satisfaction; arrange for field service or meter reading departments to perform work as necessary; problem-solve and thoroughly research to successfully resolve issues.
• Verify and process changes of addresses, property transfers, foreclosures, and bankruptcies.
• Handle at least 50-100 calls per day in a reactive environment.
• Compose letters and emails using Outlook, Word, and chat.
• Demonstrate excellent computer skills and previous experience working in a customer relationship management system/database.
• Apply strong math skills to resolve billing-related matters.
• Work as a self-starter with strong organizational skills.
• Occasional overtime and attendance at after-hours department staff meetings is required.
• Perform various other duties as required.

Requirements

• A high school diploma is required.
• An associate's or bachelor's degree is preferred but not required.
• Minimum of five (5) years of experience in a call center environment is preferred.
• Prior use of SAP is highly desired.
• Bilingual candidates are a plus.

Skills

• Excellent customer relations and communication skills (verbal and written).
• Strong problem-solving and organizational skills.
• Proficiency in Microsoft Outlook, Word, and chat platforms.
• Experience with customer relationship management (CRM) systems/databases.
• Strong math skills for resolving billing-related matters.

Pay

This role is classified as a non-exempt hourly position with a starting hourly rate of $24.75/hour.

Schedule

• Full-time, benefit-eligible role.
• Standard work schedule: Monday through Friday, 9:00 AM to 5:30 PM (training hours may vary slightly).
• After three months of successful employment and full training, this role will be eligible for a hybrid schedule (3 days in-office / 2 days remote).