Customer Service Technical Lead

Aquarion Water Company is the public water supply company for more than 750,000 people in 72 cities and towns throughout Connecticut, as well as serving customers in Massachusetts and New Hampshire. It is the largest investor-owned water utility in New England and among the seven largest in the U.S. Based in Bridgeport, CT, it has been in the public water supply business since 1857. Across its operations, Aquarion strives to act as a responsible steward of the environment and to assist the communities it serves in promoting sustainable practices. Aquarion Water Company is a wholly-owned subsidiary of Eversource.

Job Summary

The Customer Service Technical Lead reports to the Customer Service Supervisor and plays a key role in driving process and technology excellence within the department. This position provides expertise in process improvements, system enhancements, technology implementations, and new technology training. This role is responsible for developing and maintaining training materials and the knowledge base, identifying and resolving issues within SAP (particularly in CRM), and determining whether problems are process- or system-related. The role also addresses complex customer concerns promptly and accurately, offers subject matter expertise to IT teams during software development and upgrades, and participates in all SAP testing related to Customer Service and its integration with Collections, Billing, and notifications/appointments.

Principal 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.

Preferred Requirements

- 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.

- Problem Solving:

- 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.

Education/Certifications

- High school diploma required.

- Bachelor's degree preferred, but not required.

Salary

- Job is classified as a non-exempt position with a starting hourly rate of $30.00.

- This role reports out of the Monroe, CT office.

- Hours for this role are 9:00AM to 5:30PM, Monday through Friday.

- After 3 months of successful employment, this role will be eligible for a hybrid schedule (3 days office/2 days remote). However, based on business needs-such as training, testing, or project work-the employee may be required to work on-site for specific periods. Any such adjustments will be communicated in advance.

Aquarion Water Company is an equal opportunity employer, and we prohibit discrimination based on age, color, disability, marital or parental status, national origin, race, religion, sex, sexual orientation, gender identity, military or veteran status, or any other legally protected status in accordance with applicable federal, state and local laws.