Admin, Operations Services

Requisition ID: 109004

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 $40 to $42 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 Index for 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 providing support and administrative assistance to the regional managers in the customer relationship services of the business; provide support for short-term and long-term projects related to the business; coordinate the region’s billing, payment and collections related processes and initiatives.

Key Accountabilities

- Assess and assist with meeting collections, billing, payments, and service delivery targets

- Assist with correspondence and handle telephone requests

- Coordinate and manage water quality complaints with local operations and environmental compliance teams

- Responsible for maintaining regional reports specific to payments, billing and collection processes, to include monitoring billing, collections and payment related activities (collection processes wherever local state operations is responsible)

- Generate reports, proposals, presentations, and spreadsheets using various software and tools to ensure the region is meeting performance goals.

- Assist with the planning and execution of projects.

- Research and abstract information and supporting data in preparation for meetings, projects, and reports (including data compilation, research, tables and graphs).

- Assist in the development and upkeep of policies and procedures for regional implementation

- Coordinate complaints (mediation & informal), and submit to governmental agencies

Knowledge/Skills

- Knowledge of operations support, customer support practices

- Intermediate level experience with computerized systems, database management, spreadsheet and word-processing programs to process data and create reports.

- Strong knowledge of computer software such as MS Word, Excel and Outlook

- Process and project management skills.

- Good business acumen and judgment.

- Good quantitative and analytical skills; attention to detail.

- Good verbal and written communication skills (e.g., report writing, listening, plan reading and creating, and presentation).

- Strong interpersonal skills (e.g., tact/diplomacy, persuasion, team building, cooperation, leadership, ability to motivate others.

Experience/Education

- Associate degree in Management, Business or related field is preferred

- 2 to 4 years of experience in operations services, operations support or customer in a large organization

Work Environment

- Primarily in the office with occasional work in the field at project sites or project meetings

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.