Customer Care Agent-Water/Wastewater Utility (Remote Opportunity)

Requisition ID: 108743

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.

This position will require selected candidates with be based within a 2-hour radius of Belleville, IL OR St. Louis, MO.

Important Details

$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!

Primary Role

Do you consider empathy and care to be core values in the Customer Service field? Do you have a strong work ethic and excellent communication skills? Are you looking for flexibility in working from home and with a growing organization? If you answered yes, this role is for you! We are hiring Call Center Agents to support our Belleville, IL and/or St. Louis, Missouri offices!

- Receives inbound calls from customers, clarifies the needs of the customer and resolves the concerns or raises to appropriate level for disposition.

Conditions of Employment

- It is preferred that during the first 90 days (about 3 months) 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 standard call center environment, breaks will be prescheduled by management to ensure there are enough people on the phones and there will be back-to-back calls in a day.

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

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 required.

- 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.

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

Travel Requirements

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

- Must be within 2 hour radius of either St. Louis, MO or Belleville, IL office locations.

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.