Customer Care Agent-Water/Wastewater Utility

Requisition ID: 109612

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.

We are hiring Call Center Agents near our Chattanooga, Tennessee office.

Essential information

Starting at $17.31/hour

This position may be eligible for annual incentive pay and contracted increases as determined by the collective bargaining agreement, and you will have the opportunity for continued salary growth. In addition to compensation, you will be offered a comprehensive benefits package including 401(k), Defined Contribution Plan, Employee Stock Purchase Plan, medical, prescription, dental and vision coverage, plus disability, paid time off, life insurance, voluntary benefits, health and wellness programs and much more! American Water is also proud to offer employees learning opportunities and work experiences to grow professionally!

This is a remote/work from home role for candidates located within a 2-hour radius of Chattanooga, Tennesse

Primary Role

Receive inbound calls from customers, clarifies the needs of the customer and resolves the concerns or raises to appropriate level for disposition in a fast paced environment.

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 avoids 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.

Conditions of Employment

- It is required that you live within a 2-hour radius of our Chattanooga, Tennessee office and have reliable transportation to get there if needed.

- It is preferred that during the first 90days (3months) of employment that you do not miss any time as it will impact your training plan.

- All appointments should be scheduled before the start of training and/or outside of your assigned shifts wherever possible.

- The 5 weeks of training are mandatory, and this training will be virtual. If you are experiencing any issues, it is imperative that you communicate proactively with your supervisor or instructor.

- American Water requires employees to use on-camera video teleconferencing throughout new-hire training, for team meetings, and when requested by their supervisor. Employees are expected to practice business etiquette in performing their job duties, including when video teleconferencing.

- You will need to be able to have 100% focus on training and taking calls during the 8hr shift as if you were in the office.

- Since this position can work from home, you will need a safe, quiet space free from distractions and background noise, a secluded area would be best.

- In this position you would be responsible for inbound calls and providing exceptional service to the customer that meets or exceeds service expectations while avoiding escalations whenever possible.

- Handle customer interactions in a courteous and professional manner.

- Continuously improves call handling skills, systems knowledge, water and wastewater utility knowledge and communications skills to enhance the customer service levels.

- Support and sustain a positive environment that fosters team performance and individual excellence.

- As a call center, break times are prescheduled by management to ensure adequate phone coverage, and you can expect back‑to‑back calls throughout the day in a highly structured, fast‑paced environment.

- All equipment needed to be successful is provided by American Water.

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.

Work Environment

- Primarily remote/work from home.

- 24/7/365 operation. Call Center Agents may have to work late nights, weekends or holidays.

- Strict and fast paced work environment.

- This position will require you to be on camera as required by the department/supervisor.

- May need to travel to a designated American Water office for training, technology or connectivity purposes.

- Must be within 2-hour radius of our Chattanooga, Tennessee office location.

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.