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Aquarion Water Company · 2 months ago

Customer Service Technical Lead

Monroe, CT

Full-time

Hybrid

Mid, Senior Level

$30/hr - $30/hr

Aquarion Water Company is the largest investor-owned water utility in New England, serving over 750,000 people. The Customer Service Technical Lead plays a pivotal role in enhancing process and technology within the customer service department, focusing on system improvements, training, and resolving complex customer issues.

Utilities

Responsibilities

Manage and respond to Customer Service Representative (CSR) email escalations – connecting with the customer and identifying coaching/review opportunities with team members

Regularly monitor/ shadow with CSRs – addressing opportunities to coach and celebrate

Apply subject matter expertise to evaluate business operations and processes, identifying opportunities for improvement and recommending enhanced procedures and controls

Develop, update, and maintain training materials and the Customer Service knowledge base as the primary resource for team information

Serve as the primary point of contact in Customer Service for advanced CRM and SAP technical inquiries

Participate in technical meetings as subject matter expert of call center and as well as be primary “tester” of technology for the Customer Service department

Collaborate with cross-functional teams to design and implement technical solutions that enhance business performance

Provide consultation and specialized expertise across business operations to support process improvements

Identify and recommend automation solutions for returned mail processes

Manage the closure of attorney, tenant, and other service-related forms, and address process breakdowns within the start/stop service workflow

Support outage communications and alerts in coordination with the Customer Advocate and Team lead

Deliver “train-the-trainer” sessions in CRM for Customer Service and other departments

Create engaging and creative Pop-up training opportunities

In collaboration with the Team Lead/Trainer develop and deliver training to new hires to customer service

Serve as the primary point of contact for troubleshooting issues related to the payment system and IVR, ensuring timely identification, resolution, and communication of system problems

Provide support on the phones during peak call volume times/ and as needed

Serves as backup to CS Team Lead Trainer as needed

Qualification

SAPCRMCustomer Service expertiseProcess improvementTraining developmentPC operationsMicrosoft OfficeProblem solvingVerbal communicationWritten communication

Required

High school diploma required

Preferred

In-depth understanding of Contact Center operations, CRM, and SAP systems

Recognized subject matter expert in Customer Service processes

Strong proficiency in PC operations and Microsoft Office applications

Solid understanding of the relationship between Customer Service, Collections, and Billing functions

Demonstrated experience in documenting Customer Service processes and procedures

Excellent verbal and written communication skills

Advanced understanding of business operations and cross-functional processes

Proven experience in designing, developing, and delivering effective training programs, both in-person and virtual

Possesses exceptional problem-solving skills, applying expert-level Customer Service knowledge to identify issues, develop solutions, and assess their effectiveness

Capable of distinguishing between process-related and technical issues, leveraging advanced systems knowledge to ensure timely and effective resolution

Company

Aquarion Water Company

Aquarion Water Company is the public water supply and wastewater treatment company for more than 780,000 people in 73 cities and towns in Connecticut, Massachusetts and New Hampshire.

Founded in 1857