CSR/Customer Service Representatives - Multiple Positions - No Weekends

Aqua, Inc.
United States, Illinois, Kankakee
Dec 28, 2024
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. NO LATE NIGHT/WEEKEND SHIFTS Starting Hourly Pay Rate - $18.00/hr Are you looking for a fantastic career at Aqua? Are you a problem solver who can provide empathy, have an ability to listen and a make every interaction a positive one during some highly-intense situations? If so, we have multiple exciting Customer Service Representative opportunities available and you will be the first point of contact in providing our customers across 8 states with a personal customized experience set on one call resolution. Our CSRs provide a quality service to our customers by responding to their inquiries and creating a positive customer experience. 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. If converted to a full time employee, our CSRs employees receive medical, dental, and vision on Day 1 and are bonus eligible. 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, 7:00 AM to 6:00 PM 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 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. THE LOCATION: This position will be in Kankakee, IL 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: Family members cannot result in a supervisor/subordinate reporting relationship Family members cannot work in the same department.