Job Information
Aquarion Water Company Customer Advocate & Social Media Support Coordinator in Monroe, Connecticut
Customer Advocate & Social Media Support Coordinator
Monroe, CT, US, 06468
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
Aquarion Water Company is looking for a Customer Advocate & Social Media Support Coordinator! This role is part of the Customer Service team and is responsible for meeting the needs of the customer and make sure the company serves their best interests.
Principal Responsibilities
Responsible for escalated customer complaints, ensuring complaint validity and monitoring the gravity of complaints, according to complaint management process.
Work with customer service representatives, listening to calls and identifying areas of opportunity
Liaison between the Company and the Regulators in CT, MA & NH with regards to customer inquiries and complaints and regulatory compliance. This includes regulatory filings such as immediate and 5-day outage reports and weekly, monthly and quarterly customer complaint submittals.
Manage customer outage and alert communications utilizing the Everbridge Emergency Response system, our website, and IVR. Analyze customer responses to outages and alerts for process improvements.
Identify as a key player in critical events – notifying the community and maintaining updates.
Ensure timely responses to all inbound messages to Aquarion social media channels, including Facebook, Instagram, Twitter, LinkedIn, and YouTube.
Provide escalation management to customer service inquiries across Aquarion social media channels, prioritizing challenging issues and moving conversations off platform when they need in-depth attention.
Work collaboratively with Corporate Communications team to develop and maintain a library of common social media replies – insuring consistent, personalized responses that showcase our brand voice when responding to customers.
Conduct inter-departmental research to resolve complex customer issues and complaints
Train operations managers on outage management process to ensure focus on the customer experience
Contribute to departmental success by being accountable for team standards, goals, and values in each customer interaction
Participate in department meetings to listen to feedback, improve interaction skills, and identify breakdowns that contribute to customer complaints
Assist reviewing customer satisfaction surveys and work with Managers to identify areas of improvement
Support Corporate Communications with social media communications specific to customer issues, including monitoring and responding as appropriate, and customer mailings in support of key projects and initiatives.
Represent AWC in the community at Customer Meetings and Events
Act as the customer’s advocate by providing feedback on customer facing projects, processes, designs, etc. to ensure daily customer interaction is considered
Preferred Requirements
Excellent communication skills, both verbal and writing.
Advanced Excel and/or Microsoft Access skills to support data analysis.
Experience navigating Social Media Management (SMM) tools to manage social media inquiries from Facebook, Instagram, Twitter, LinkedIn, and YouTube.
Familiarity with social media metrics and key performance indicators (KPI’s)
Familiarity with using personas, customer journeys, chatbots, and CRM preferred
Technical understanding of information systems.
Ability to read and interpret general business and technical documents as well as deliver concise communication to the regulator, customers, and other employees.
Ability to interact with all levels of the organization.
Strong analytical and problem-solving skills
Ability to take customer service calls during high call volume
Embodies Aquarion Water Company Values
Effective problem-solving skills: ability to identify alternatives, and develop solutions in an efficient and professional manner
High emotional IQ, superior interpersonal skills, diplomacy, win-win mindset, relationship-builder, mediator
Excellent communication skills: verbal, written and listening
High-energy, drive and ambition
Ability to multi-task and shift gears quickly
Successful time-management skills
Occasional after hours responsibilities/weekends
Education/Certifications
Bachelor’s Degree in business administration, management, communications, or marketing.
Minimum of five (5) years experience in customer service and or related work experience.
Salary
After successful training and onboarding, this role will be eligible for a hybrid schedule (3 days office/2 days remote). First three months will be 100% on-site.
Job is classified as an exempt position with an annual salary range of $74,800 - $90,000.
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.
Join Us
Aquarion Water Company of Connecticut, a subsidiary of Eversource, is the public water supply company for approximately 236,000 customer accounts or more than 750,000 people in 72 cities and towns in Connecticut, Massachusetts and New Hampshire.
We are the largest investor-owned water utility in New England and are among the seven largest in the U.S. 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.