About the position
As a Customer Service Representative at American Water, you will play a crucial role in ensuring customer satisfaction by responding to inquiries and addressing concerns with courtesy and professionalism. This position requires you to handle inbound calls from customers regarding American Water services, clarifying their needs, answering inquiries, and assisting in the resolution of any issues they may have. You will be expected to provide exceptional service, meeting or exceeding business expectations while maintaining a high level of knowledge about applications, processes, and the water and wastewater utility sector. In this role, you will be responsible for entering call notes into customer records and continuously improving your call handling skills, systems knowledge, and communication abilities. You will also be tasked with managing difficult calls effectively, aiming to avoid escalation whenever possible. Your contributions will help sustain a positive environment that fosters both team performance and individual excellence. The position is primarily remote, allowing for flexibility in your work environment. However, it is essential that you reside within a two-hour commute of the Camden, New Jersey office, as the training class for this role is set to begin on November 2nd, 2024. American Water values empathy and care as core values in customer service, and they are looking for individuals who share these values and possess a strong work ethic and excellent communication skills.
Responsibilities
- Receives inbound calls from customers related to American Water services. ,
- Clarifies the needs of the customer, answers customer inquiries, and assists in the resolution of concerns. ,
- Provides exceptional service to the customer and performs job duties in a manner that meets or exceeds all business expectations. ,
- Handles customer interactions in a courteous and professional manner. ,
- Manages difficult calls and avoids escalation whenever possible. ,
- Enters call notes into customer records as appropriate. ,
- Maintains a high level of application, process, and water and wastewater utility knowledge. ,
- Continuously improves call handling skills, systems knowledge, water and wastewater utility knowledge, and communications skills to enhance customer service levels. ,
- Supports and sustains a positive environment that fosters team performance and individual excellence.
Requirements
- Two (2) years of experience in a related business environment and customer service. ,
- High school diploma or state recognized Educational Equivalency Certificate. ,
- Demonstrated problem solving and decision-making skills. ,
- Excellent customer service and team orientation. ,
- Strong organizational and communication skills. ,
- Proficient typing and personal computing skills. ,
- Demonstrated knowledge of customer service techniques (empathy, dealing with difficult people, relationship building). ,
- Able to use scripts and knowledge bases to respond to questions and resolve issues.
Nice-to-haves
Benefits
- Competitive salary and health benefits package ,
- Opportunities to develop, grow, and evolve your career ,
- Focus on health & wellness, emotional & well-being, and savings for current & future goals