Customer Care Administrator I

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. 

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 in all relevant routines and procedures, the Customer Care Administrator I supports excellent customer service throughout Aqua’s customer operations.

ESSENTIAL DUTIES: 

• Responds to customer questions, issues and problems using a variety of Customer Information systems to research and resolve issues including the following applications:
  • 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)
• Performs a variety of customer care administrative tasks in accordance with service level standards and best practices.  Aligns and prioritizes daily activities with departmental goals and objectives.
• Handles escalated customer claims; including but not limited to Disputes, Better Business Bureau, formal and informal commission complaints.
• Researches customer issues and concerns and updates accounts based on findings.  Ensures compliance with service standards and state rules and regulations governing utility services.
• Assists with the documentation and communication of operational policies, procedures and functions within the department
• Builds and maintains strong working relationships across all levels of the service organization. Communicates regularly and professionally with management and all service departments, including Customer Operations staff, State Presidents and relevant office personnel as necessary to effectively respond to customer issues and concerns, providing customer service excellence.
• Remains current on state regulations and operational policies and procedures to ensure customer responses comply with regulatory updates and trends in best practices.
• Participates on special projects and cross-functional teams that arise from time-to-time using a wide degree of creativity and latitude to complete. 
• Performs other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function(s).

QUALIFICATIONS 

• A High School graduate or GED
• Minimum of 2 years administrative support or customer service experience.

KNOWLEDGE, SKILLS AND ABILITIES:

• Familiarity with computer applications and customer service systems, e.g. Microsoft Office applications, sharepoint site navigation, etc.
• Good organization and problem-solving skills,
• Good written and verbal communications skills
• Basic math knowledge needed to update customer accounts. 
• Excellent interpersonal skills with the ability to communicate effectively (clearly, concisely and professional) 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 work effectively in a team fostered multi-tasking environment

WORKING CONDITIONS/PHYSICAL DEMANDS:

• Perform sedentary work- exerting up to 10 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 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.

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.