Job Description:

Diversity of backgrounds, ideas, thoughts, and experiences is vital to our culture and the way we do business.  Creating an environment where differences are embraced and where every person feels engaged and included makes us safer, stronger, and more successful.

With a history dating back to 1886, American Water is the largest and most geographically diverse U.S. publicly traded water and wastewater utility company.  The company employs more than 7,000 dedicated professionals who provide regulated and market-based drinking water, wastewater and other related services to 15 million people in 46 states.  American Water provides safe, clean, affordable and reliable water services to our customers to help make sure we keep their lives flowing.  For more information, visit amwater.com and follow American Water on Twitter, Facebook and LinkedIn.

PLEASE NOTE:  In order for American Water to evaluate decisions about new regulations, reintegration, and safe operating practices, all employees are required to report their vaccination status.

Primary Role

Responsible for a full range of activities which ensure operational excellence through researching and resolving complex account issues, errors, billing, and service order exception management. The Customer Service Rep will function as an expert in matters related to various account, system, billing, meter reading, and other field operations activities.

Key Accountabilities

• Manages requests received via work ques to meet all targets as detailed in performance expectations.


• Responds to requests by field representatives for additional work, and all service orders requiring follow up.


• Interacts with internal/external business partners regarding various issues and provides any additional assistance.


• Serves as an interface between Customer Service Center and all other internal departments.

Knowledge/Skills

• Strong communication, critical thinking / problem solving and organization skills.


• Able to assist customers over the telephone and by letter with professionalism and respect.

Experience/Education

• Must have high school diploma or GED.


• Previous job experience in a similar or related type of work.

Other

• Ability to secure Fidelity Bond for which company pays the cost.


• Skills: Good speech habits and neat, legible handwriting. Academic and physical ability to perform the duties. 


• Pleasing personality.


• Able to cooperate with and assist fellow employees. Able to respond to customer contacts both over the telephone and in person with intelligence, courtesy, and respect.


• Proficient as arithmetical computations.


• Retentive memory and a neat, clean, and acceptable appearance to customers and management. Able to understand and follow instructions and able to learn office methods and procedures necessary to efficiently perform job duties. 


• Able to operate required office machines.

Competencies

Champions safety

Collaborates

Cultivates innovation

Customer obsessed

Drives Results

Nimble learning

Join American Water...We Keep Life Flowing™

American Water is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants based on his or her age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because he or she is an individual with a disability, protected veteran or other status protected by federal, state, and local laws.

 

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