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Customer Service Representative
Aquarion Water Company
Assist customers via phone, email and chat to resolve billing and service issues
8d ago
$24
Intermediate (4-7 years), Expert & Leadership (13+ years), Junior (1-3 years)
Full Time
Monroe, CT
Office Full-Time
Company Size
346 Employees
Service Specialisms
Water Supply
Wastewater Treatment
Utility Services
Environmental Compliance
Infrastructure Maintenance
Water Distribution
Sector Specialisms
Public Water Supply
Wastewater Treatment
Water Resources
Environmental Sustainability
Water Quality Management
Municipal Water Systems
Municipal Wastewater Systems
Utility Services
Role
What you would be doing
email drafting
letter writing
address verification
property transfers
foreclosure processing
- Compose letters and emails using Outlook, Word and chat.
- Verify and process changes of addresses, property transfers, foreclosures and bankruptcies.
What you bring
sap
crm
call center
problem solving
math
degree
- Self-starter with strong organizational skills.
- Occasional overtime and attendance at after-hours department staff meetings is required.
- Receive and respond (via phone, email and chat) to all types of customer inquires with regard to such matters as billing (i.e., high bills, zero usage, credits, refunds, transfers, adjustments), water quality and service (i.e., discolored water, pressure issues, service interruptions, outages), meter and remote malfunctions, collections (installment plans, arrangements, ebilling), property transfers and final bills, leak adjustments and other service-related issues. Ability to navigate and properly account for all customer contacts in the SAP system.
- Experience in a high volume call center preferred, but not required.
- Ability to handle as least 50-100 calls per day in a reactive environment.
- Resolve customer inquiries or complaints to ensure first-call problem resolution and customer satisfaction; arrange for field service or meter reading departments to perform work as necessary; ability to problem-solve and thoroughly research in order to successfully resolve issues.
- Strong math skills required to resolve billing-related matters.
- An associate's or bachelor's degree is preferred, but not required.
- Excellent computer skills and previous experience working in a customer relationship management system/database.
- A high school diploma is required.
- This role is classified as a non-exempy hourly role, with a starting hourly rate of $24.25/hour.
- After three months of successful employment & full training, this role will be eligible for a hybrid schedule (3 days office/ 2 days remote).
- This role is a full-time, benefit-eligible role.
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Interview process
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Company
Overview
Founded in 1857
Year Established
The company was established in 1857 and has since grown into a major utility provider.
$1.675B Acquisition
Acquisition Value
Was acquired by Eversource Energy for $1.675 billion in 2017.
$110M Annual Revenue
Revenue
Generates around $110 million annually from utility services.
1st in New England
Market Standing
It’s the largest investor-owned water utility in New England.
- Grew from a local supplier into one of the seven largest U.S. investor-owned water utilities.
- Serves Connecticut, Massachusetts, and New Hampshire.
- Provides regulated and non-regulated water and wastewater services to over 750,000 people across 70+ communities.
- Typical projects include reservoir and dam management, water treatment plant operations, emergency supply restoration, and network upgrades.
- Respect – Being polite and courteous to each other; appreciating the background and opinions of co‑workers and customers alike; understanding that differing points of view and open and honest feedback strengthen work relationships; acknowledging that other people’s time is as valuable as your own.
- Responsiveness – Promptly providing information and handling requests; keeping customers and co‑workers updated on the status of their requests; anticipating what needs to be done and doing it; replying to messages in a timely manner.
- Responsibility – Being accountable by saying, “The buck stops here!” and resolving problems; going the extra mile or otherwise getting involved, even when it’s not in our job description; asking questions to identify the root cause of problems and directing solutions at those causes; managing our career and educational goals.
- Reaching for excellence – Seeking the best way—not always the easiest way—to accomplish our goals; challenging each other on the status quo; relentlessly pursuing higher levels of achievement; incorporating these values into our daily lives.
2024 Green Fleet Award
Carbon Reduction Achievement
Recognized for electrifying a fleet of 183 vehicles, with the first EV added in 2019. Now includes hybrids, EVs, and charging stations in operation.
$1.7M State Grants
Water Treatment Investment
Secured state grants to implement PFAS removal system at the North Hampton, NH Mill Road Treatment Plant, reducing ratepayer costs.
$5K Sustainability Grants
Employee Recognition Program
Annual Environmental Champion Awards include $5,000 grants for winners to support sustainability projects.
- Converted all offices to LED lighting and installed rooftop solar panels at five facilities (Headquarters, Customer Service Center, Operations Center, Easton Lake Plant, Aspetuck Environmental Center)
- Recognizes its role as steward of water resources; advocates proactive conservation, environmental protection, and efficient resource use aligned with mission
2020
Diversity & Inclusion Award
Earned AWWA Connecticut Section’s Diversity & Inclusion Utility Award, recognized for fostering a safe, caring, and respectful workplace culture.
Top Workplaces 2021
Employee Survey Recognition
Named one of Connecticut’s Top Workplaces by Energage employee survey, emphasizing a culture viewed as respectful, caring, and safe.
2020
Fairfield County Top Workplace
Recognized as a Fairfield County Top Workplace, with employees highlighting respect and responsibility as core values.
2020
Diversity & Inclusion Utility Award
Earned AWWA Connecticut Section’s Diversity & Inclusion Utility Award, recognized for fostering a safe, caring, and respectful workplace culture.
- Guided by objectives: improving representation of women, marginalized groups, people with disabilities and veterans; creating inclusive environment fostering creativity and engagement; ensuring transparent communications; engaging diverse external stakeholders and suppliers; leadership accountability; manager training in diversity competencies.
- President statement: “We recognize the importance of diversity in the workplace … embracing our employees' talent, unique perspectives, and life experiences translates into continued success”
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