Job Description

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. Primary Role Responsible for responding to customer inquiries with courtesy and professionalism and addressing customer concerns efficiently and completely via telephone, correspondence and any other customer service channels as appropriate.Key Accountabilities

• Receives inbound calls from customers related to American Water services.
• Clarifies the needs of the customer, answers customer inquiries, and assists in the resolution of concerns.
• Provides exceptional service to the customer and performs job duties in a manner that meets or exceeds all business expectations.
• Handle customer interactions in a courteous and professional manner.
• Handles difficult calls and avoids escalation whenever possible.
• Enters call notes into customer records as appropriate.
• Maintains a high level of application, process, and water and wastewater utility knowledge.
• Continuously improves call handling skills, systems knowledge, water and wastewater utility knowledge and communications skills to enhance the customer service levels.
• Supports and sustains a positive environment that fosters team performance and individual excellence.Knowledge/Skills
• Demonstrated problem solving and decision-making skills.
• Excellent customer service and team orientation.
• Strong organizational and communication skills.
• Proficient typing and personal computing skills.
• Demonstrated knowledge of customer service techniques (empathy, dealing with difficult people, relationship building).
• Able to use scripts and knowledge bases to respond to questions and resolve issues. Experience/Education
• Two (2) years of experience in related business environment and customer service.
• High school diploma or state recognized Educational Equivalency Certificate.Work Environment
• Primarily remote/work from home.
• 24/7/365 operation. Call Center Agents may have to work late nights, weekends or holidays.
• This position will require you to be on camera/teleconferencing as required by the department/supervisor. Travel Requirements
• May need to travel to American Water office (Camden, New Jersey) for training, technology or connectivity purposes. Competencies
• Champions safety
• Customer obsessed
• Cultivates innovation
• Nimble learning
• Drives Results
• Collaborates

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