Customer Care Administrator - Contract/Temp

Essential Utilities, Inc.•Lower Merion Township, PA

12d•Onsite

About The Position

The Customer Care Administrator I provides administrative support to Aqua Customer and State Operations. This position reports to the Customer Care Team Lead. With a detailed focus on administrative efficiency in all relevant routines and procedures, the Customer Care Administrator I supports excellent customer service throughout Aqua’s customer operations.

Requirements

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 professional) 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

Responsibilities

Responds to customer questions, issues and problems using a variety of Customer Information systems to research and resolve issues including the following applications: Banner (CIS) Service Link (Field Logistical Interface) AMRA (Meter Reading Interface) ASOA (Service Order Management Interface) InfoStream (a 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 but not limited to 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.
Assists with 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.