CSR-1 Call Handling Rep U640

American Water - Pensacola, FL (30+ days ago)3.5

Founded in 1886, American Water is the largest and most geographically diverse publicly traded U.S. water and wastewater utility company. With headquarters in Voorhees, N.J., the company employs 6,800 dedicated professionals who provide regulated and market-based drinking water, wastewater and other related services to an estimated 15 million people in 47 states and Ontario, Canada. To learn more about American Water and additional career opportunities, visit www.amwater.com .

Short Description

Primary Role

The Customer Service Representatives are responsible for responding to customer inquiries with courtesy and professionalism, while addressing customer concerns efficiently and completely via the telephone and correspondence as appropriate.

Key Accountabilities

Receives inbound calls from customers related to services provided.

Clarifies the needs of the customer, answers the customer inquiries, and assists in the resolution of concerns.

Tracks and documents customer contacts.

Remains accessible to achieve appropriate adherence levels.

Maintains a high level of application, process, and water utility knowledge.

Maintains a courteous and knowledgeable appearance to the customer.

Handles difficult calls and avoids escalation whenever possible.

Continuously improves call handling skills, systems knowledge, and communications skills to enhance customer service levels.

Identifies and relays to team leader areas for improvement within the customer inquiry and concern resolution processes.

Provides exceptional service to the customer that meets or exceeds all contractual service level agreements.

Issues and maintains service orders.

Supports and sustains a positive environment that fosters team performance and individual excellence.

Remains receptive to performance feedback and continuously seeks to improve skills.

Maintains adherence to all policies, procedures, programs, standards of performance and approved business objectives including those involving affirmative action, communications, community relations, human resources, labor relations, health and safety, and security.

Knowledge / Skills

Personal computing experience, including Microsoft Office applications.

Bilingual preferred.

Strong customer service and organizational skills.

Excellent communication, writing and verbal.

Problem resolution, ability to present information or respond to inquiries from groups of managers, associates, and customers in an efficient and professional manner.

Proficient typing skills.


Functional / Technical Skills
Learning on the Fly
Organizational Agility
Problem Solving
Time Management

Experience / Education

Two (2) years of experience in related business environment preferred, but not required

SAP experience preferred

High school diploma or state recognized Educational Equivalency Certificate Required


Work Environment

Travel Requirements

Physical Requirements

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 he or she is an individual with a disability, protected veteran or other status protected by federal, state, and local laws.