Customer Experience Specialist

Responds to inquiries received through phone, email and/or written correspondence with customers by following standard scripts and procedures.

Uses a computer system to track questions and answers as well as enter orders.

Responds to inquiries requiring written response with the use of standard form letters.

Works under direct supervision.Who We Are

Nexus Water Group is a leading regulated water and wastewater utility serving more than 1.3 million people across 20 U.S.

states and 2 Canadian provinces.

"Nexus" means connection.

Through the essential water and wastewater services we deliver, we have a very personal connection to the people, businesses, and communities we serve.

This is why our operations are locally led and managed.

Every day, over 1,300 professionals deliver vital, safe, and reliable service through over 670 water systems and 360 wastewater systems.

What We Offer


* Paid Time Off and Holidays: Starting at 3 weeks annually and paid company holidays


* Comprehensive Benefits: The first day of the month after your start, you'll have access to your health, dental, prescription and vision benefits to help you stay well.

Other great benefits include company provided life insurance and Employee Assistance Program just to name a few.


* 401(k) Program: Employer contribution.

Employer contribution made to the 401(k) plan are vested at 100% and start 30 days after your start.


* Grow with us: Professionally development opportunities through training, professional certifications, and education allowance


* Employee Resource Groups (ERG): ERGs are voluntary employee groups that form based on shared characteristics or backgrounds and are sponsored by the organization.

Overview

The Nexus Water Group team has an opportunity for a Customer Experience Representative .

Responds to inquiries received through phone, email and/or written correspondence with customers by following standard scripts and procedures.

Uses a computer system to track questions and answers as well as enter orders.

Responds to inquiries requiring written response with the use of standard form letters.

Works under direct supervision.

Work Location and Schedule

This position will be based in Altamonte Spring, FL.

What You'll Do


* Answer all incoming calls from customers and resolves billing and service issues.


* Respond to customers via telephone, email or written correspondence in a quick and accurate manner, in regard to routine customer requests, inquiries and complaints; forwards complex issues on to Help Desk Resolution.


* Review and respond to customer correspondence.


* Generate field activities to document and take ownership of customer complaints to provide solutions.


* Act as liaison between customers and service operators to resolve service issues to ensure customer satisfaction.


* Monitor system-generated shut off field activities for non- payment; makes payment plans in accordance with state regulations and...