Customer Service Representative

Aquarion Water Company•Monroe, CT

15d•Hybrid

About The Position

Aquarion Water Company is seeking an individual with excellent customer relations, organizational, verbal and written communications skills, and above average problem-solving skills for its Customer Service Department. A minimum of five (5) years experience in a call center environment is preferred and prior use of SAP is highly desired. Bi-lingual is a plus. Applicants must be genuinely excited to help customers and have a proven track record of excellence. 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.

Requirements

Excellent customer relations skills
Excellent organizational skills
Excellent verbal and written communications skills
Above average problem-solving skills
Genuine excitement to help customers
Proven track record of excellence
Excellent computer skills
Previous experience working in a customer relationship management system/database
Strong math skills required to resolve billing-related matters
Self-starter with strong organizational skills
High school diploma required

Nice To Haves

Minimum of five (5) years experience in a call center environment
Prior use of SAP
Bi-lingual
Experience in a high volume call center
An associate's or bachelor's degree

Responsibilities

Receive and respond (via phone, email and chat) to all types of customer inquiries with regard to such matters as billing (i.e., high bills, zero usage, credits, refunds, transfers, adjustments), water quality and service (i.e., discolored water, pressure issues, service interruptions, outages), meter and remote malfunctions, collections (installment plans, arrangements, ebilling), 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; ability to problem-solve and thoroughly research in order 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.
Perform various other duties as required.