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!
About Essential Utilities
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 looking for a fantastic career at Aqua? We have an outstanding opportunity for a Senior Customer Care Specialist to join our team on a full-time, direct basis at our office in Bryn Mawr, PA. This person will be part of the Aqua Customer Operations [ACO] team and report to our Supervisor Customer Care Operations. This person will be responsible for providing customer support. This person will act as a Liaison between ACO and State Operations; with a focus on efficient operational routines & procedures, this person will partner with all relevant entities in the Aqua organization to deliver continuous excellent customer service.
RESPONSIBILITIES AND DUTIES:
Maintain proficiency in Aqua’s Customer Information System (CIS) environments and interfaces.Responsible for managing and executing ACO responsibilities while accomplishing objectives, including company & statewide metrics established.Assist Operations Management and Executives, as needed, with escalated customer claims; this includes (but is not limited to) the Better Business Bureau (with formal & informal complaints).Execute regular operation to maintain compliance with service standards and state regulations..Responsible for ensuring operational policies (departmental & state), procedures, and functions are thoroughly documented, publicly-stored, regularly updated, and communicated as-needed.Communicate regularly and professionally with all departments, including Customer Operations staff, State Presidents, and relevant office personnel (Regional & Field Services),. Effectively support continuous customer satisfaction and service excellence.Remain current on state regulations and operational policies to alert Management and relevant departments of any changes that impact the customer operations arena or that require Aqua’s attention.Execute regular audits on customer accounts to ensure accurate details and billing of customer counts.Guide the assembly and analyze data to track Key Performance Indicators [KPI's], help to evaluate team/state operational inefficiencies, and make recommendations to address them accordingly.Actively participate and assist with other duties, as assigned.QUALIFICATIONS:
A High School Diploma or GED is required; Bachelor’s degree is a plus.At least 3 years of professional experience working in customer service.Utility operations experience, especially in the water and/or wastewater industry, is a plus.KNOWLEDGE, SKILLS AND ABILITIES:
Proficient in Microsoft Office (Email, Word, Excel, PowerPoint). Proven ability to demonstrate particular skillfulness with MS-Excel (with spreadsheet development and the ability to manipulate data).Excellent written and verbal communications skills; communicate effectively. (clearly, concisely and professionally) with internal customers.Strong customer service skills.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 work effectively in a team fostered multi-tasking environment. Availability for occasional travel.WORKING CONDITIONS/PHYSICAL DEMANDS:
Perform sedentary work- exerting up to 20 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.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 (1-877-271-9012).
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: