Customer Care Administrator - Contract/Temp

Aqua, an Essential Utilities company, employs people in a variety of roles within an eight-state footprint, ranging from field workers and customer service representatives to scientists and engineers who help ensure 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! About Essential Utilities Essential Utilities, Inc. delivers safe, clean, reliable services that improve the quality of life for individuals, families, and 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 benefits package and career growth opportunities. We protect 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. The Customer Care Administrator I provides administrative support to Aqua Customer and State Operations. This position reports to the Customer Care Team Lead. With a detailed focus on administrative efficiency, the Customer Care Administrator I supports excellent customer service throughout Aqua’s customer operations. Essential Duties Respond to customer questions, issues and problems using a variety of Customer Information systems to research and resolve issues, including: Banner (CIS) Service Link (Field Logistical Interface) AMRA (Meter Reading Interface) ASOA (Service Order Management Interface) InfoStream (a SharePoint application) ACES (Aqua Complaint Exchange System) Perform a variety of customer care administrative tasks in accordance with service level standards and best practices, aligning and prioritizing daily activities with departmental goals and objectives. Handle escalated customer claims, including disputes, BBB, formal and informal commission complaints. Research customer issues and concerns, update accounts based on findings, and ensure compliance with service standards and state rules and regulations governing utility services. Assist with the documentation and communication of operational policies, procedures and functions within the department. Build and maintain strong working relationships across all levels of the service organization, communicating regularly and professionally with management and all service departments. Remain current on state regulations and operational policies and procedures to ensure customer responses comply with regulatory updates and best practices. Participate on special projects and cross‑functional teams that arise from time to time, using creativity and latitude to complete tasks. Perform other duties as assigned. To perform this job successfully, an individual must perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Qualifications High School graduate or GED. Minimum of 2 years of administrative support or customer service experience. Knowledge, Skills, and Abilities Familiarity with computer applications and customer service systems, e.g., Microsoft Office, SharePoint navigation. Good organization and problem‑solving skills. Good written and verbal communication skills. Basic math knowledge needed to update customer accounts. Excellent interpersonal skills with the ability to communicate effectively with the public. Ability to work well under pressure. Ability to work on multiple projects simultaneously and adapt to changing priorities in a fast‑paced environment. A team player able to thrive in a multifaceted, multi‑tasking environment. Working Conditions/Physical Demands Perform sedentary work—exerting up to 10 pounds of force occasionally, or a negligible amount of force frequently, to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Equal Employment Opportunity Statement 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 race, color, religion, sex, national origin, age, pregnancy (including childbirth and related medical conditions, including conditions related to lactation), physical or mental disability, covered veteran status, genetic information, 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 avoid real or perceived conflicts of interest, specific guidelines apply to the hiring and assignment of family members and personal referrals, including, but not limited to: family members cannot result in a supervisor/subordinate reporting relationship, and family members cannot work in the same department. #J-18808-Ljbffr Dormont Manufacturing Co