Customer Service Representative

Aquarion Water Company•Monroe, CT

20d•Hybrid

About The Position

The Aquarion Water Authority (AWA) is a locally governed, not-for-profit water authority providing water service to more than 735,000 people in 60 municipalities across Connecticut. Based in Bridgeport, Connecticut, AWA is responsible for the operation, maintenance, and long-term stewardship of one of the state's largest water systems. Through local governance, operational expertise, and continued investment in critical infrastructure, AWA is committed to delivering safe, reliable water service to the communities it serves. This position is available in Aquarion's Customer Service Department and requires an individual with excellent customer relations, organizational, verbal and written communications skills, and above average problem-solving skills. Applicants must be genuinely excited to help customers and have a proven track record of excellence.

Requirements

Excellent customer relations skills
Excellent organizational skills
Excellent verbal and written communications skills
Above average problem-solving skills
Minimum of five (5) years experience in a call center environment is preferred
Prior use of SAP is highly desired
Bi-lingual a plus
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.
Applicants must be eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization.

Nice To Haves

Experience in a high volume call center preferred, but not required.
An associate's or bachelor's degree is preferred, but not required.

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.
Ability to 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.
Ability to handle at least 50-100 calls per day in a reactive environment.
Compose letters and emails using Outlook, Word and chat.
Occasional overtime and attendance at after-hours department staff meetings is required.
Various other duties as required.