Job description

With a history dating back to 1886, American Water is the largest and most geographically diverse U.S. publicly traded water and wastewater utility company. The company employs more than 6,400 dedicated professionals who provide regulated and market-based drinking water, wastewater and other related services to more than 14 million people in 24 states. American Water provides safe, clean, affordable and reliable water services to our customers to make sure we keep their lives flowing.
Our teams are committed to customer service, operational excellence and delivering high-quality, reliable drinking water and other water-related management services.
Our primary business involves the ownership of water and wastewater utilities that provide water and wastewater services to residential, commercial and industrial customers, treating and delivering more than 1 billion gallons of water per day.

About the 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!

In this role, you must live within 2 hours of Lexington, KY.Primary Role

Receives inbound calls from customers, clarifies the needs of the customer and resolves the concerns or raises to appropriate level for dispositionKey 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 skillsExperience/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 plusPay Information
• Starting Pay Rate: $16.00
• Increase on Sept. 6, 2023, to $16.44
• Increase on Feb. 27, 2024, to $16.67
• Increase on Sept. 6, 2024, to $17.10

CompetenciesChampions safetyCollaboratesCultivates innovationCustomer obsessedDrives ResultsNimble learning

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