Contact Center Representative (Temp to Hire)

Essential Utilities, Inc.•Cary, NC

2d•Onsite

About The Position

The Contact Center Representative serves as the first point of contact for customers, delivering personalized support with a focus on one‑call resolution. The role involves handling inbound customer calls in a fast‑paced, high-call-volume environment and resolving inquiries related to billing, collections, move‑in/move‑out requests, service outages, emergency situations, and water and wastewater quality concerns. We provide thorough training to support your success. Upon conversion to full time employment, Aqua provides a wide-ranging benefits package including medical, prescription, dental and vision coverage, paid time off, 401(k), Employee Stock Purchase Plan, life insurance, voluntary benefits, as well as health and wellness programs.

Requirements

High school diploma or state‑accepted equivalency certificate
At least two years of customer service and/or related business experience
Available to work scheduled shifts within the Contact Center’s operating hours of Monday through Friday, 8:00 AM to 6:00 PM EST based on business needs.
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
Attendance is a requirement throughout the entire training course and will be monitored after training to ensure continued compliance
Training is six weeks in duration
Whenever possible, schedule appointments before training begins or outside of assigned work hours
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

Responsibilities

Deliver consistently high standard of service aligned with (and exceeding when possible) customer expectations
Answer inbound calls; place outbound customer calls when required
Communicate clearly and professionally while demonstrating empathy, including de-escalating challenging interactions and focusing on solutions
Actively listen to customers, confirming and clarifying information to support effective resolution
Independently respond to and resolve customer questions, concerns, and 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 the correct actions based on the details of each contact
Accurately document each customer interaction in the customer information system
Build and sustain strong knowledge of applications, processes, and water utility services
Contribute to a collaborative team culture that supports shared results and individual growth
Perform other duties as assigned