software engineer

customer service representative

installation technician

financial analyst

warehouse manager

American Water

When I started working here it was a good place to work but over time it has become one of the worst places.  We used to have contests all the time with great prizes, fun activities for employees and their families, the work environment was great.  The morale is so low now that management has formed a special group just think of things that can be done to improve how people feel about coming here.  At one point they were offering to pay everyone $1 more an hour for coming to work on Monday's and it still didn't improve attendance.  Some people would rather work a 2nd part time job for minimum wage than work a few hours of overtime earning $15-$30 an hour. New employees are required to work way too much overtime.  They need to hire more people but won't.  You're taking back to back phone calls all day, customers are allowed to speak to you any way they want.  All management says is "Don't take it personal, they're mad at the company not you" or "Well you don't know what kind of day someone's had.  They're not really mad at you, they're just frustrated".  I've worked here over 5 years and almost every supervisor that worked here in the call center has either quit or moved to another position as soon as they could.  Most of the supervisors that are here now can't stand their job and are looking for a new job too.  I've only stayed here this long because I have kids and my job is close to home, my work hours are convenient for my family, the benefits are good.  The pay is good for the area I live in but the stress level and expectations that upper management places on customer service is ridiculous.  There's no consistency.  We receive emails daily regarding changes that have been implemented due to the previous way not working the way they thought it would. We take calls for multiple states, each with their own regulations for how we operate.  We're required to remember all of the information or know where to find the information in a system that does not work properly. Due to the number of calls we receive other departments that have their work to do are required to take phone calls as well making them fall behind in their own work. There aren't any opportunities for advancement or to just move to another department.  A lot of my co-workers are seeing therapists just because of this job, a lot of people are on FMLA or try to take leave for any reason just to get a break from here.  Hopefully they'll realize they need to hire more people, start treating employees fairly and realize it what they are requiring us to do is not healthy.

Review: Pennsylvania American Water Company

Having worked at Pennsylvania American Water Company in Carnegie, PA for a year, I regret to report a disappointing experience marred by unfair treatment, ineffective management, pervasive favoritism, a weak union representation, and a complete disregard for work-life balance.

One of the most glaring issues during my tenure was the management's blatant favoritism, which seemed to dictate every aspect of the workplace dynamics. It was disheartening to witness certain employees receiving preferential treatment, promotions, and opportunities solely based on personal relationships rather than merit or performance. This favoritism not only fostered a toxic work environment but also eroded morale among the workforce.

Furthermore, the management's lack of empathy and understanding towards employees' personal responsibilities, especially those related to family commitments, was deeply concerning. Despite the company's purported commitment to putting family first, my termination after using a sick day to attend my child's school event contradicted this sentiment entirely. The arbitrary decision to dismiss me without prior warnings or discussion exemplified the callousness and disregard for employees' well-being.

Moreover, the union representation provided minimal support and advocacy for employees facing unjust treatment or grievances. The absence of a robust and effective union further exacerbated the power disparity between management and employees, leaving workers vulnerable to exploitation and mistreatment.

Additionally, the absence of a healthy work-life balance was palpable, with little to no flexibility provided to accommodate personal commitments outside of work. The expectation to prioritize work over family obligations created immense stress and dissatisfaction among employees, ultimately contributing to a negative work culture and high turnover rates.

In summary, my experience at Pennsylvania American Water Company was marred by systemic issues including unfair treatment, managerial favoritism, inadequate union support, and a lack of consideration for employees' work-life balance. Unless significant changes are made to address these issues and foster a more equitable and supportive work environment, I cannot in good conscience recommend this company to prospective employees.

Usually at a call center job it is the calls and customers who make your day at times bad. Not with American Water. They hurry you through 4 weeks of training which is remote and they want you on calls immediately by yourself. If you voice concerns or want to offer ways to help the training or nesting you are shoved down by your managers. They talk down to you as if you are replaceable. They started offering remote in states they have water companies. I believe it is because the cities and states they had brick and mortor locations had a revolving door and bad reputation.  This is a union job that provides you NO protections from the company so if they want to fire you the union will do nothing. Benefits are decent but you can be mandated with 2 hours notice for overtime or called in for it.  If you can't work that it will count as attendance points and per the union contract if this happens many times it can lead to termination. Pay is below average at $14.42 an hour that will go up September 2022 per the contract to $14.82. It takes 2 years in the call center to level up for more money but if someone with more seniority wants the job they get it. Same with shifts and holidays if you are low man on totempole you will get the not so good shifts. You will never get help and are out there all by yourself. They require you to be within 2 hours of a certain main location in each state. They tell you that you will only be going there in emergencies but are vaugh as to what that means.  If you have no power or internet and have no one close that does then you will be required to drive to that office. So if you live 2 hours away but traffic takes you 2 hours and 20 minutes to the office you will not be paid for the 20 minutes. They will not pay mileage either. Their remote class for Indiana all quit by July 2022 and were hired in April. The West Virginia class hired 25 lost some 5 by end of trainging and then this week anohter 4 and all the rest are looking for better jobs. They are hiring for Indiana and West Virginia again and just added Pittsburgh PA. Just do not do this.

Telling you more about American water from my own experience working for the company starting with a typical day at work. Having turn style one door entry for security would make a great morning meet and greet place. I worked in an office that was the main hub of the customer service center. The best way to discribe daily routine is our office was set up as customer service to the customer service employees.
   Things that I learn while at AMW would be how to work with differant personalities to acomplish one goal in making the best customer serive experience for our customers internaly or external.
Operations of the customer serivce center conterning phone availability time vs the employees scheduling and the importance thereof. Supervisor payroll approval process and the importance on being accurate. Business writing skills study and training to insure acurate and timely information given to assist the customer serivce center employees with the customer relationship. 
   My co-workers was the best part of my job experience at AMW per most of my immediante office was seasoned individuals with the company for many years and held knowledge and was egar to share with one another. 
  Hardest part of working for AMW was watching our office downsize to insure profit for the newly accured stock holders. It was over long time span and mostly thru natural arbitration or reassignment of job, still hard to break apart from our working enviroment. The most enjoyable part of my job would be how managment would work at making the employees feel important and appreciated. We had many wonderful giveaways and getaways to make us feel we did make the differance and someone would notice.

I had an internship with this company for a program I was involved with during my senior year of high school.  I worked at all of the trades in one semester and in the second semester, I got the absolute pleasure of working for Illinois American Water.  I was shown the different roles of people working there and how everybody is important in the workforce.  I only really spent a week or two at each position (it would differ from one job to the other, depending on how big of a job it was) but I got to experience all of it and got to even participate and help out around the company.  I learned how to read meters, exchange old meters out for new ones, replace old pipes if there is a break, and how to paint the fire hydrants and the significance of the different colors on the tops.  The workplace was just overall enjoyable as everybody there was pleasant and hardworking.  It was like a family as everybody had a rivalry just to be the best worker there and get the most work done but still managed to do so while having a good time and would still crack jokes to keep everybody's spirit high.  The management was always positive and would focus on how to keep productivity high in the workplace without overworking the employees.  My favorite part of my internship was just being able to be a part of such a close group of people that are all working to bring quality water to people and the fact that they all welcomed me in as one of their own for the time that I was there.  I was never nervous to go in and I usually would go in early to talk to people and leave later than what I reported to my class instructors because I enjoyed it there so much.

Working here was a horrid experience almost from day one. If management sees you as a outcast you will be treated like an outcast. Employees have to fight for their job and management is both unethical, callous, and cruel. If you report that your supervisor did something REALLY REALLY BAD HR will stand behind them, make you believe that they (HR) is on your side, get you to say everything you can to them and then finally fire you for reporting EXTREMELY UNETHICAL misconduct by a supervisor. Being an honest person and in good faith is not welcome here even if it harms the business.

Management follows the MICRO-MANAGEMENT way of managing employees
MINORITIES SUFFER SEVERELY
There is no such thing as diversity here. If you are a bit different, you will be treated badly
Many times I would go into work and be terrified that I would be yelled at for doing the least bit of something wrong.
Employees are left fending for themselves and management will always think they are right and won't even listen to the competent employees
No growth potential
Nothing to learn, you will have to learn everything on your own.
HIGH MORAL VALUES ARE NOT WELCOME HERE VERY UNETHICAL
NO JOB SECURITY
WORK/LIFE BALANCE IS PATHETIC
Compensation is not good and the benefits will mean more doctor appointments from working here........!!!!
I beg you to think twice before applying for a job here EVER IF YOU ARE DESPERATE FOR WORK.

I had to come on with some positive about American Water.

When I started here 6 years ago, it was a field position and was very supported by HR, executive team and operations management. Problems with taking over ops of two plants were always seen as "what can we do to resolve" and never a finger pointing exercise. We were very proactive in addressing problems and worked very hard as a team to serve our client.

The group that came together were very skilled and everyone pulled their weight to get the job done. Some long hours and full days but mostly just rewarding work and compensated fairly. I was given opportunities to advance and took some and declined others.

The hardest part of the job is that we do provide a service 24 hours a day. Nights, weekends and OT are part of the job but not excessive. Really enjoyed the team that worked together and learned a lot about professional operations and customer service. We were recognized for safety and operational achievements. We did the job and the company made sure we knew they appreciated it.

I was glad I relocated my family and moved to this position and would do it again in a heart beat. If I had issues, I could raise them up to supervisor or above and they were resolved or explained.

The job was about 24/7 customer service, call center work, three shifts. As the main water utility service for the region they must operate with specific standards and within state regulations. They had a 6 week training period that I was a part of. through which they covered all the intricacies of their operation as a major utility. The managers were well involved in showing you what they do and what you would be required to do. Fellow job seekers who came in with me were all pleasant and willing people looking to go to work and earn a good living. The hardest part of the job was so much knowledge to adapt to...huge reams of  2 inch folders. The thing you had to become good at was knowing what folder to research in order to help the customer.

My facility was bought out by American water. It was far from perfect beforehand. Now it's circling around the bowl at mach 1.8. they ignore internal conflicts of interest as long as they benefit from it. Then train you to have a moral compass for yourself. They'll tell you about how inclusive they are and allow older employees, and minorities to be targeted by supervisors. They'll drill safety down your throat and force you to do something dangerous with little equipment and alone, all while threatening termination for doing something unsafe or refusing. Your union will allow weasel clauses like "whatever management deems necessary"  in your contract because who needs a job description. You won't get into the good ol boys club. You won't be compensated for working 10 consecutive days. You will, however, expect fake smiles, and you'll be expected to smile back in agreement with the absolute BS that comes from the bowels of corporate. The company culture is essentially "pretend it's not toxic". 

Don't forget to check your email.

Indiana American Water was a very difficult place to feel secure in your daily job due to poor management skills and micromanaging. It was a place that management made the environment hostile due to their management practices. The best part of the job was being in the field helping customers to have clean safe water to drink and bathe in. I learned a lot of patience and communication skills dealing with water customers and local businesses. I also learned some computer skills due to using several applications to find information about customers and the system. The most  difficult thing about my job was dealing with management. My typical day at work consisted of reading, changing,and fixing water meters. I used the computer to input information into our file system to have for future reference for addresses,work performed,valve location information,main location information and GPS location of services ,mains,valves, and hydrants. I also worked alongside our contractors on main breaks and system repairs. 

Top Job Titles	Average Salary
Software engineer 4 salaries reported	$89,750 per year
Customer service representative 1 salary reported	$15.00 per hour
Installation technician 4 salaries reported	$20.75 per hour
Financial analyst 4 salaries reported	$83,250 per year
Warehouse manager 3 salaries reported	$43,500 per year

Working at American Water: Company Overview and Reviews

American Water

American Water Ratings

Popular jobs at American Water

Salary Satisfaction

Job Seeker Tools

Employer Tools

Browse

Stay Connected