Senior Customer Service Representative

Middlesex Water Company•Iselin, NJ

12d•$55,355 - $83,034

About The Position

Supervise Customer Service Representatives and respond to customer inquiries. The successful candidate will be passionate about supporting and driving the Companys Values, RIGHT: Respect, Invest, Growth, Honesty and Teamwork.

Requirements

High school diploma or GED.
Valid NJ Drivers License.
Comprehensive expertise in the Customer Care and Billing (CC&B) system, with the ability to navigate, troubleshoot, and support complex account functions.
In-depth knowledge of departmental Standard Operating Policies and Procedures, ensuring consistent, compliant, and high-quality service delivery.
35 years of progressive leadership experience in customer service, including mentoring, coaching, and supporting frontline team members.
Advanced proficiency in Microsoft Office applicationsincluding Word, Excel, and Outlookwith the ability to create reports, analyze data, and communicate effectively.
Exceptional interpersonal and communication skills, fostering positive customer interactions and productive internal collaboration.

Responsibilities

Provide oversight, review and guidance to Customer Service Representatives (CSR).
Monitor teams activity daily and provide support in a timely manner.
Review outgoing customer service correspondence.
Manager time off schedule and ensure adequate number of persons for call coverage.
Provide monthly report for teams quality performance scores and CSR feedback along with coaching update.
Ensure timely and accurate billing.
Respond and resolve customer escalation (residential, commercial and industrial) in a timely manner.
Maintain customers accounts; issuance of field activities, input of data for inspection orders, turn ons and offs, rebillings, high bills, etc.
Process customers credit adjustment and submit to Management for approval.
Distribute incoming applications & written communications to CSRs for appropriate action.
Process and log customer feedback and review information with CSRs.
Ensure All assigned TO DOs along with teams TO DOs are processed in an accurate and timely manner.
Provide documentary support for BPU/PSC/PUC inquiries as needed.
Assist Customer Service Coordinator in training new personnel.
Provide updates to external partners (PDAB, Sewer Municipalities and HomeServe)
Assist Customer Service Manager as needed.