Customer Service Representative Team Lead
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.
Purpose of the Job
Imagine being part of a team that supplies the essential element for life. Water is the very foundation of this planet, the life-giving essence in all of us. Driven, knowledgeable, and passionate about this essential resource, the South Carolina Water Utilities team, a subsidiary of Nexus Water Group, is in the business of delivering a product everyone uses and depends on.
As part of our ongoing commitment to operational excellence, we are seeking a dependable Customer Service Representative Team Lead to join our team and play a crucial role in the Customer Experience department.
ESSENTIAL FUNCTIONS
The Customer Service Lead is responsible for providing mentoring and technical direction to a team of customer service representatives, ensuring that they provide excellent service to customers. Provides support and resolution on escalated customer inquiries or complaints, provides guidance and support to team members, monitors performance metrics, and identifies areas for improvement. Additionally, they may assist in training new team members and collaborating with other departments to enhance the overall customer experience.
• Acts as the primary point of contact for customers with complex inquiries or escalated issues related to water and wastewater services.
• Provides exceptional customer service by addressing customer concerns, questions, and complaints with professionalism and empathy.
• Assists customers understand their water billing, usage, and service policies.
• Manage and resolve customer complaints, ensuring positive outcomes and maintaining customer satisfaction.
• Provides training, coaching, and ongoing development to customer service staff.
• Monitors performance, offering feedback and identifying opportunities for improvement.
• Manages complex service requests, including new service connections, disconnections, and reconnections, and troubleshoots water service issues.
• Review and ensure the accuracy of customer account information and billing data.
• Collaborates with other departments (e.g., operations, meter-to-cash, billing) to resolve customer issues effectively.
• Maintains accurate records of customer interactions, issues, and resolutions in the customer service management system.
• Ensures compliance with local regulations, industry standards, and company policies regarding customer service and water utility operations.
• Monitors calls for compliance with quality standards, including regulatory requirements in the utility sector.
Competencies
Education
Certifications
Physical Requirements
Work Experience
3 + years of contact center related experience
We are a proud Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any characteristic or condition protected by Federal, state, or local law.
We are an E-Verify participating employer.
Nearest Major Market: Columbia
Nearest Secondary Market: South Carolina
