Customer Advocate & Social Media Support Coordinator

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 gen