Requisition ID: 108509
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.
Work Schedule
Monday to Friday 7:30 a.m. to 4:00 p.m.
Primary Role
Responsible for a full range of activities which ensure operational excellence through researching and resolving complex account issues, errors, and billing exception management. The Operations Support Specialist will function as an expert in matters related to various account, system, billing, meter reading, and other field operations activities.
Key Accountabilities
•Research, compiles, and updates information in various systems including CIS, meter reading software, database, spreadsheet, and word processing programs.
•Provides oversight of the meter reading upload process and carries out all procedural steps as outlined in best demonstrated practice process flow including coordination of annual and monthly meter reading schedules, post meter route validation and exception processing.
•Manages requests received via work ques to meet all targets as detailed in performance expectations. Responds to requests by field representatives for office review, additional work, and all service orders requiring follow up.
•Interacts with internal/external business partners regarding various issues and provides any additional assistance. Serves as an interface between field operations and Customer Service Center.
•Researches and resolves critical business partner and escalated customer questions, concerns, difficulties, inquiries and/or problems. Set appropriate expectations; provides follow-through with timely and accurate responses via the most effective communication mode (email, letter, text message, phone, etc.)
•Prepares and responds to data requests, ad-hoc reports, compliance requirements, and other business needs to support collective and individual state targets.
•Provides training assistance, develops process documents and makes improvement recommendations as system changes and updates occur.
•Compiles and reviews numerous multifaceted reports on a daily/weekly/monthly basis as required.
•Performs other duties as assigned.
Knowledge/Skills
•Excellent math and root-cause analysis skills
•Demonstrated computer literacy and competence, including Microsoft Office applications.
•Effective communication skills (written and oral).
•Excellent knowledge of office and field operations procedures.
•Excellent knowledge of water distribution systems and water and wastewater field operations.
•Excellent working knowledge of computer programs (old and new CIS systems).
•Excellent knowledge of network and maintenance related issues.
•Excellent knowledge of company billing guidelines and state billing regulations.
Experience/Education
•High School Diploma or GED required.
•Associate's degree preferred.
•Minimum of 5+ years related experience required.
Certifications/Licenses
Valid Driver's License may be required in some instances.
Work Environment
General office environment.
Travel Requirements
None or minimal travel.
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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