Customer Service Representative - No Weekends

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 on the front lines, 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!

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 protect more than 7,600 acres of natural lands throughout our footprint.

Now hiring for our 3/30 training class.

Are you a problem solver who can provide empathy, listen actively, and make every interaction a positive experience during highly intense situations? If so, we have multiple exciting Customer Service Representative positions available. You will be the first point of contact providing our customers across 8 states with a personal, customized experience focused on one‑call resolution. Your role will involve responding to inquiries, maintaining customer records, and ensuring quality service.

• 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.
• Engage in active listening with callers, confirming and/or clarifying information and assisting in the resolution of concerns.
• Provide a compassionate and caring tone, demonstrating strong attention to detail and willingness to adhere to procedures.
• Provide prompt and accurate service to promote an excellent customer experience while utilizing internal computer systems.
• 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, and scheduling service for emergency work or repairs.
• Accurately document each customer call in our customer information system.
• Other duties as assigned.

• High School graduate or equivalent;
  Associate’s 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.

• Proficient in Microsoft Outlook and general computer software navigation.
• Excellent written and verbal communication 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.

• Perform sedentary work; exert 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.

• This position will be in Cary, NC.

Aqua, an Essential Utilities company, is an Equal Opportunity / Affiliation 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…