At Aqua, a subsidiary of Essential Utilities, Inc., we know that water is a precious resource - one that plays a critical role in sustaining life. That's why we take seriously our mission: protecting and providing Earth's most essential resource. At Aqua, we are guided by a set of principles that embody the character of our company and inspire our work together. They are embedded within our business practices and our behavior. We are proud to be united by integrity, respect and the pursuit of excellence to be the best we can be for the customers and communities we serve.

Together, the women and men of Aqua, a subsidiary of Essential Utilities, Inc. serve 1 million customers across eight states. Aqua uses science, technology, capital investments, and amazing talent to provide communities with clean, safe drinking water and responsibly return wastewater to our rivers and streams. Join our team and make a difference!

JOB SUMMARY:

*******Beneficios de atencion medica Dia 1 - sin fines de semana*****

Medical, Dental, & Vision benefits start DAY 1 *********

NO LATE NIGHT/WEEKEND SHIFTS

Are you looking for a fantastic career at Aqua? Are you a problem solver who can provide empathy, ability to listen and a make every interaction a positive one during some highly-intense situations? If so, we have an exciting opportunity for a Customer Service Representative who can speak/read Spanish and English to be the first point of contact providing our customers in 8 states with a personal customized experience set on one call resolution. Our CSRs provide quality customer service to our customers by responding to customer inquiries and providing positive customer experiences. If this sparks your interest, we will provide dedicated training for you to be successful in effective resolution to customer questions and maintaining our water and wastewater customer records adhering to the Public Utility Commission guidelines.

ESSENTIAL DUTIES:

• Answer inbound calls and make outbound customer calls when required
• Independently respond to and resolve customer questions, concerns, and inquiries via calls and correspondence
• Maintain a pleasant telephone manner that conveys the professional image of Aqua
• Engaging in active listening with callers, confirming and/or clarifying information and assists in the resolution of concerns
• Ability to provide a compassionate and caring tone who is able to demonstrate strong attention to detail and willingness to adhere to procedures
• Provides prompt and accurate service to promote an excellent customer experience while utilizing internal computer systems
• Ability to clearly communicate and research a number of customer inquiries such as billing rates, utility usage, move in/move out service requests, credit and collection activities, deferred payment arrangements, scheduling service for emergency work or repairs
• Accurate documentation of each customer call in our customer information system
• Other duties as assigned
  

QUALIFICATIONS:

• High School graduate or equivalent, Associates Degree preferred
• Minimum of six months customer interaction work experience (Retail, call center, hospitality etc.)
• Available to work flexible hours within the Call Center's operations schedule of Monday through Friday, 8:00 AM to 6:00 PM in our Cary, NC office

KNOWLEDGE, SKILLS AND ABILITIES:

• Proficient in Microsoft Outlook and general computer software navigation
• Excellent written and verbal communications skills; communicate effectively (clearly, concisely and professionally) with internal customers
• Must be fluent in Spanish
• 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

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.

COVID-19 Vaccination Requirements

Seasonal employees / Summer internships are excluded from these requirements, however vaccinations are preferred.

Essential Utilities and its subsidiaries, including Aqua, Delta, and Peoples Natural Gas, require new hires to be fully vaccinated against COVID-19, where allowable under the law. Proof of vaccination must be provided prior to your first day of employment.

If you are unable to be fully vaccinated due to a medical or religious exemption, you will be required to apply for an exemption on your first day of employment with Essential Utilities. As part of the process, you will be required to provide information and/or documentation to Human Resources about the reason(s) you cannot be vaccinated. If your request for an exemption is not approved, then your employment may be terminated.

Aqua, a subsidiary of Essential Utilities, Inc. 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, a subsidiary of Essential Utilities, Inc. 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).