Contact Center Representative (Temp to Hire)

Contact Center Representative

Aqua, an Essential Utilities company, employs people in a variety of roles within our eight-state footprint, ranging from field workers and customer service representatives who are on the front lines working with customers, to scientists and engineers who help ensure we're delivering reliable water and wastewater services to our communities. If you're looking for a rewarding career helping improve our environment and protect our natural resources, we encourage you to join our team!

Essential Utilities, Inc. delivers safe, clean, reliable services that improve quality of life for individuals, families, and entire communities.

Operating as the Aqua (water and wastewater services) and the Peoples and Delta (natural gas) brands, Essential serves approximately 5.5 million people across 10 states. We are committed to sustainable growth, operational excellence, a superior customer experience, and premier employer status - including a competitive and comprehensive benefits package as well as a commitment to career growth opportunities.

We are advocates for the communities we serve and are dedicated stewards of natural lands, protecting more than 7,600 acres of forests and other habitats throughout our footprint.

Our company is one of the most significant publicly traded water, wastewater service and natural gas providers in the U.S.

Are you someone who enjoys helping people and solving problems? We are hiring Contact Center Representatives on a temp to hire basis for our 7/13 training class. We are looking for solution-oriented professionals who can listen effectively and create positive and empathetic customer experiences in a timely fashion!

The Contact Center Representative serves as the first point of contact for customers, delivering personalized support with a focus on one-call resolution. The role involves handling inbound customer calls in a fast-paced, high-call-volume environment and resolving inquiries related to billing, collections, move-in/move-out requests, service outages, emergency situations, and water and wastewater quality concerns.

We provide thorough training to support your success. Upon conversion to full time employment, Aqua provides a wide-ranging benefits package including medical, prescription, dental and vision coverage, paid time off, 401(k), Employee Stock Purchase Plan, life insurance, voluntary benefits, as well as health and wellness programs.

Pay Rate:

• $18/hour

Key Responsibilities:

• Deliver consistently high standard of service aligned with (and exceeding when possible) customer expectations
• Answer inbound calls; place outbound customer calls when required
• Communicate clearly and professionally while demonstrating empathy, including de-escalating challenging interactions and focusing on solutions
• Actively listen to customers, confirming and clarifying information to support effective resolution
• Independently respond to and resolve customer questions, concerns, and inquiries via phone and correspondence
• Leverage internal systems, tools, and reference materials to research and resolve customer questions
• Identify next steps and follow through on the correct actions based on the details of each contact
• Accurately document each customer interaction in the customer information system
• Build and sustain strong knowledge of applications, processes, and water utility services
• Contribute to a collaborative team culture that supports shared results and individual growth
• Perform other duties as assigned

Qualifications/Availability:

• High school diploma or state-accepted equivalency certificate
• At least two years of customer service and/or related business experience
• Available to work scheduled shifts within the Contact Center's operating hours of Monday through Friday, 8:00 AM to 6:00 PM EST based on business needs.

Skills & Competencies:

• Proficiency in Microsoft Outlook and general computer software navigation
• Strong verbal and written communication skills
• Strong critical-thinking skills with sound judgment to resolve issues efficiently
• Strong organizational skills and attention to detail
• Proficient typing and personal computing skills
• Ability to work well under pressure
• Customer-focused mindset

Training & Early Employment Expectations:

• Attendance is a requirement throughout the entire training course and will be monitored after training to ensure continued compliance
• Training is six weeks in duration
• Whenever possible, schedule appointments before training begins or outside of assigned work hours
• Proactive communication with a supervisor or instructor is expected if issues arise
• Ability to maintain full focus during training and while taking calls throughout the scheduled workday

Aqua, an Essential Utilities company is an Equal Opportunity / Affirmative Action employer. Equal employment opportunity is provided to all employees and applicants for employment without regard to the following legally protected characteristics: race, color, religion, sex, national origin, age, pregnancy (including childbirth and related medical conditions, including medical conditions related to lactation), physical or mental disability, covered-veteran status, genetic information (including testing and characteristics), sexual orientation, gender identity or expression or any other characteristic protected by applicable local, state or federal law. Aqua is committed to providing reasonable accommodation to individuals with disabilities. If you have a condition that may prevent you from applying for a job online or need to request an accommodation during the interview process, please call View phone number on click.appcast.io). To maintain the integrity of the recruitment process and to avoid real or perceived conflicts of interest due to employment and/or assignment of family members and personal referrals, specific guidelines apply to the hiring and assignment of these individuals including, but not limited to:

• Family members cannot result in a supervisor/subordinate reporting relationship
• Family members cannot work in the same department.