Customer Care Administrator

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. 

JOB SUMMARY

Are you looking for a fantastic career at Aqua?  We have an outstanding opportunity to join our Aqua Customer Operations (ACO) team as a Customer Care Administrator (CCA). Under the direction of the Customer Care Supervisor, the CCA provides administrative support to Aqua Customer and State Operations with a focus on administrative efficiency while providing world class service.

ESSENTIAL DUTIES: 

• Acquire competence in Aqua’s Customer Information System (CIS) environment & interfaces; this includes, but is not limited to, the following software applications:
  • Banner (CIS);
  • AMRA (Meter Reading Interface);
  • ASOA (Service Order Management Interface);
  • Service Link (Field Logistical Interface);
  • InfoStream (a SharePoint application).
• Responsible for executing CAC responsibilities and supporting the accomplishment of objectives; this includes departmental, company and statewide metric goals.
• Support the accomplishment of all assigned tasks and service requirements.
• Assist as-needed with customer inquiries or concerns; this includes, but is not limited to, Customer Assistance programs, Disputes, Better Business Bureau inquiries, formal & informal commission complaints, etc.
• Perform customer research and account updates regularly to ensure compliance with service standards & state regulations.
• Assist with the documentation & communication of operational policies, procedures, and functions.
• Communicate regularly & professionally with management and all service departments (including Customer Operations staff, State Presidents, and relevant office personnel, as necessary, to effectively support continuous customer satisfaction & service excellence).
• Remain current on relevant state regulations and operational policies.
• Contribute to special projects and participate on cross-functional teams that arise from time-to-time while utilizing a wide degree of creativity and latitude.
• Contribute to a high-performing and evolving work environment.
• Performs other duties, as assigned.

QUALIFICATIONS:

• High School Diploma (or equivalent).
• At least 2 years of professional experience working in administrative support and/or customer service.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Familiarity with computer applications and customer service systems (e.g.: Microsoft Office applications, SharePoint site navigation, CRM tools, etc.)
• Basic math knowledge (as needed to update customer accounts). 
• Good organization and problem-solving skills.
• Good written and verbal communications skills.
• 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 demeanor with the ability to work effectively and multi-task in a team-fostered 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.       

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.