Team Lead, Customer Service

Aquarion Water Company•Monroe, CT

7d•Hybrid

About The Position

The Aquarion Water Authority (AWA) is seeking a Customer Service Team Lead/Trainer for its Call Center. This role reports to the Supervisor of Customer Service and is responsible for coaching and training customer service staff to meet targets and goals. The position involves resolving complex customer escalations, utilizing SAP and sinch/Contact Center data for quality assurance, and creating/maintaining training materials. This role collaborates closely with Collections and Billing, as well as Service departments, to enhance the customer experience. A strong understanding of CRM, SAP, and GIS is required, along with knowledge of the business. Sinch knowledge is desirable.

Requirements

A high school diploma is required.
Excellent customer service and technical skills
A minimum of three (3) years customer service call center experience
SAP experience, preferably in a call center environment.
Excellent communications (both written and oral), troubleshooting, creative problem-solving skills, analytical, and organizational skills are required.
Must also be able to manage multiple tasks simultaneously, prioritize, and meet commitments.
Strong understanding of the organization’s goals and objectives is required as well as the ability to work independently.
Must be able to work effectively with others in order to support inter- departmental processes
Applicants are required to be eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization (e.g. H-1B visa) for this opportunity.

Nice To Haves

An associate or bachelor’s degree is preferred, but not required.
Sinch and knowledge is desirable.

Responsibilities

Promote a positive, engaged and customer-focused work environment.
Analyze and identify training needs; create and update training materials; prepare and facilitate weekly/bi-weekly training sessions.
Provide company-wide training for all incoming AWC employees including SAP Basic navigation and provide business and SAP training for new Customer Service Representatives.
Collaborate with the Supervisor to monitor employee performance, develop training and performance plans, track KPIs, and support continuous improvement initiatives across the team.
Ensure company-wide processes and procedures are implemented and used effectively by the team.
Coach staff to drive performance with team, achieve targets including calls per day, productivity and call handling time.
Using Sinch /Contact Center, observe customer experience and provide support, feedback and training to enhance call center effectiveness.
Ability to resolve complex customer issues accurately and efficiently. Ability to troubleshoot complex billing questions, including billing adjustments and reversals.
Participate in technology upgrades including testing.
Train and manage workload for summer interns.
Backup for Everbridge, alerts and outages.
Answer customer calls during peak volume times.
Serve as the first point of escalation for customer concerns, providing timely resolution and partnering with leadership to address complex issues while ensuring a positive customer experience.