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.
About this Role
This position/training class will begin on Monday, April 8, 2024. In this role, you must live within 2 hours of our office in Hopewell, Virginia.
Primary Role
Key Accountabilities
- Reference systems and knowledge bases for process steps and guidance to address customer inquiries.
- Maintains a high level of application, process and water utility knowledge.
- Provides exceptional service to the customer that meets or exceeds service expectations.
- Handles difficult calls and avoid escalation whenever possible.
- Uses empathy and effective communication when interacting with customers.
- Takes appropriate actions based on customer interaction.
- Completes correspondence and follow-up with customers.
- Receptive to performance feedback and continuously seek to improve own skills.
- May guide or assist other employees.
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.
Experience/Education
- High school diploma or state accepted equivalency certificate.
- Two years of experience in related business environment and customer service.
- SAP and utility experience a plus.
Pay Information
- Starting Pay Rate: $16.44/hour
- Increase on Sept. 6, 2024, to $16.87/hour
- Increase on April 8, 2025, to $17.10/hour
- Increase on Sept. 6, 2025, to $17.55/hour
- Eligible for benefits after 90 days of service