American Water

Coordinator FRCC

Coordinator FRCC
Notice info
LocationRemote
Job Typefull time
Remote
Utilities

About This Job


Requisition ID: 108468


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

Coordinate field resources and service order related activities and provide field related event management, planning, and allocation.


Key Accountabilities

Work 1 View application: monitoring and maintenance of field service scheduling systems, ensuring availability of appointment time frames for customers, monitoring special "handling" requests for specific order dates, including time for vacations, meetings, training, or sick time.

Manage and assign service orders: setup of daily service order for Field Technicians; prioritization of service orders to ensure timely completion; review of scheduled customer appointments and order "jeopardy" status using the Work 1 View systems.
Mapcall creation and scheduling for T&D: create and dispatch emergency service orders including sewer, water quality, safety issues, and main repairs to the T&D scheduling system.
Emergency coordination: triage of emergency service orders and coordination of response with field technicians. Customer follow-up related to events or outages.
Additional work coordination: dispatch of "mark out calls": handling of security or threat incidents, triage of email communications and 911 emergency services center contacts.
Perform event management services including maintenance of the alerts database and coordination of customer notification system.
Review the automatic assignment of work from the electronic scheduling system and modify/release service orders requiring manual intervention.
Use independent judgment to assign and re-allocate work assignments to meet the demands of the business.
Assign work, resolve issues and ensure timely completion of service orders.
Act as liaison between field personnel, field supervisors, customer service representatives, and emergency management personnel.


Knowledge/Skills

Desired experience with call center environment or dispatching environment.

Demonstrate a high knowledge level customer service and business technologies.
Strong analytical and written communication skills; strong customer service skills.
Ability to trouble-shoot detailed problems and determine a resolution; display a calm demeanor during stressful times.
Ability to prioritize activities and multi-task in a fast-paced environment.
Self-motivated; flexibility to adapt to changing business needs.
Receptive to performance feedback and continuously seeks to improve own skills.
Knowledge of American Water policies, practices, and procedures.


Other

Delivers results: delivers bottom line results through decisive actions, working through risks and uncertainty to create opportunity.

Customer focus: identifying, understanding, and meeting customer expectations both internally and externally.
Sharing knowledge & expertise: drives business performance by developing and contributing specific technical or professional knowledge, skills and experience. Demonstrates a professional attitude.
Analysis and problem solving - analyzes and resolves business issues through the application of critical reasoning skills and general business experience.
Teamwork: is committed to working collaboratively to achieve business goals, building cohesiveness and identity with a work group, and valuing individual perspectives and contributions.


Experience/Education

Associate's Degree (2-year) and/or equivalent experience in a customer service environment.

Experience in a customer service or operations role.
Minimum of 2 years experience with Microsoft Word and Excel.


Work Environment

This is a remote position. However, candidates must reside within 1 hour of Scranton, PA.

24 hour, 365 day operation
The working hours for this role are 11a-9p EST. There are 2 positions available. 1 position will have Thursday/Friday/Saturday off. The other will have Sunday/Monday/Wednesday off.
Ability to work holidays and weekends.


Travel Requirements


As Needed


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.

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