Share Our Purpose. Be Yourself. Feel Valued.

People are the heart of our business. As an American Water employee, you will be offered a competitive salary and health benefits package, along with opportunities to develop, grow, and evolve your career. Our benefits packages focus on key areas such as health & wellness, emotional & well-being, and savings for current & future goals.

We are Beautifully Different . We strongly believe having diversity across our company makes us more successful and helps us provide essential services to our customers. We are stronger because we embrace different ideas, viewpoints, experiences, and backgrounds. American Water is the best choice for your next role! Click here for more information on our inclusion, diversity, and equity journey.

About American Water
American Water (NYSE: AWK) is the largest regulated water and wastewater utility company in the United States. With a history dating back to 1886, We Keep Life Flowing® by providing safe, clean, reliable and affordable drinking water and wastewater services to more than 14 million people across 14 regulated jurisdictions and 18 military installations. American Water's 6,500 talented professionals leverage their significant expertise and the company's national size and scale to achieve excellent outcomes for the benefit of customers, employees, investors and other stakeholders.

As one of the fastest growing utilities in the U.S., American Water expects to invest $30 to $34 billion in infrastructure repairs and replacement, system resiliency and regulated acquisitions over the next 10 years. The company has a long-standing history of executing its core operations, aligned with sustainable best practices, through its commitments to safety, affordability, customer service, protecting the environment, an inclusive workforce and strengthening communities.

American Water has been recognized on the 2023 Bloomberg Gender-Equality Indexfor the fifth consecutive year, ranked 18th on Barron's 100 Most Sustainable U.S. Companies 2023 List, earned the U.S. Department of Homeland Security SAFETY Act designation and U.S. Environmental Protection Agency's WaterSense® Excellence Award, among additional state, local and national recognitions.

For more information, visit amwater.com and join American Water on LinkedIn , Facebook , Twitter and Instagram .

Do you have a passion for analyzing, researching, and resolving complex issues involving customer complaints, in addition to ensuring that all regulatory requirements are consistently
met, then this role is for YOU! Apply TODAY for immediate consideration!

Primary Role

Monitor and manage the daily activities of assigned Customer Advocacy personnel in accordance with Company policies and procedures and all applicable governmental laws and regulations.

Key Accountabilities

• Analyze, research, and resolve complex issues involving customer complaints, ensuring that all regulatory requirements are consistently met. (20%)


• Support the CSO, regional operations, and major accounts manager by identifying improvement opportunities and delivering local solutions to enhance customer service, as well as operational efficiency, effectiveness, and profitability. cash handling (20%)


• Interact with back office personnel in various departments to affect activities including service order completion and follow up, regulatory compliant response, local operational complaint resolution, and effective local customer communications. (15%)


• Enhance communication within the team by listening actively and providing constructive feedback, fostering an open and transparent work environment, and facilitating the sharing of knowledge and information relevant to team members and colleagues across the organization. (15%)


• Promote policies and procedures to ensure that departmental performance targets are met. (15%)


• Lead and nurture the coaching and development of employees, encouraging idea generation and professional growth within their respective functional areas. (15%)

Knowledge/Skills

• Knowledge of the regulated water/wastewater business within the region and the regulations impacting the business as well as applicable regulations, requirements, and trends within water/wastewater business.


• Knowledge of company policies and procedures and management theories, practices, and trends.


• Expert knowledge of process and operational areas.

Experience/Education

• 3-5 years experience in supervising and or leading operational areas and operating units, and managing and meeting performance targets.


• 2-year or 4-year degree preferred in operational discipline, management, or related technical discipline or equivalent.

Competencies

Champions safety

Customer obsessed

Cultivates innovation

Nimble learning

Drives Results

Collaborates

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 they are an individual with a disability, protected veteran or other status protected by federal, state, and local laws.