Contact Center Representative (Temp to Hire)

Nc Cary Contact Centermid

OtherContact Center Representative

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Quick Summary

Overview

Aqua, an Essential Utilities company, employs people in a variety of roles within our eight-state footprint,

Technical Tools

OtherContact Center Representative

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!

Essential Utilities, Inc. delivers safe, clean, reliable services that improve quality of life for individuals, families, and entire communities.

What We Offer

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The Contact Center Representative serves as the first point of contact for customers, delivering personalized support with a focus on one‑call resolution. The role involves handling inbound customer calls in a fast‑paced, high-call-volume environment and resolving inquiries related to billing, collections, move‑in/move‑out requests, service outages, emergency situations, and water and wastewater quality concerns.

We provide thorough training to support your success. Upon conversion to full time employment, Aqua provides a wide-ranging benefits package including medical, prescription, dental and vision coverage, paid time off, 401(k), Employee Stock Purchase Plan, life insurance, voluntary benefits, as well as health and wellness programs.

$20/hour

Responsibilities

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Deliver consistently high standard of service aligned with (and exceeding when possible) customer expectations
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Answer inbound calls; place outbound customer calls when required
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Communicate clearly and professionally while demonstrating empathy, including de-escalating challenging interactions and focusing on solutions
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Actively listen to customers, confirming and clarifying information to support effective resolution
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Independently respond to and resolve customer questions, concerns, and inquiries via phone and correspondence
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Leverage internal systems, tools, and reference materials to research and resolve customer questions
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Identify next steps and follow through on the correct actions based on the details of each contact
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Accurately document each customer interaction in the customer information system
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Build and sustain strong knowledge of applications, processes, and water utility services
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Contribute to a collaborative team culture that supports shared results and individual growth
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Perform other duties as assigned

Requirements

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High school diploma or state‑accepted equivalency certificate
At least two years of customer service and/or related business experience
Available to work scheduled shifts within the Contact Center’s operating hours of Monday through Friday, 8:00 AM to 6:00 PM EST based on business needs.

Proficiency in Microsoft Outlook and general computer software navigation
Strong verbal and written communication skills
Strong critical-thinking skills with sound judgment to resolve issues efficiently
Strong organizational skills and attention to detail
Proficient typing and personal computing skills
Ability to work well under pressure
Customer‑focused mindset

Attendance is a requirement throughout the entire training course and will be monitored after training to ensure continued compliance
Training is six weeks in duration
Whenever possible, schedule appointments before training begins or outside of assigned work hours
Proactive communication with a supervisor or instructor is expected if issues arise
Ability to maintain full focus during training and while taking calls throughout the scheduled workday

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: