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American Water Customer Service Representative in Monterey, California

/Diversity of backgrounds, ideas, thoughts, and experiences is vital to our culture and the way we do business. Creating an environment where differences are embraced and where every person feels engaged and included makes us safer, stronger, and more successful./

Founded in 1886, American Water is the largest and most geographically diverse publicly traded U.S. water and wastewater utility company. With headquarters in Camden, NJ, the company employs over 6,800 dedicated professionals who provide regulated and market-based drinking water, wastewater and other related services to an estimated 15 million people in 46 states. To learn more about American Water and additional career opportunities, visit www.amwater.com.

  • California American Water* is seeking a Customer Service Representative to join our team in* Monterey, CA*! As the Customer Service Representative, you will serve as the "face" of the company in the Monterey district. You will interact directly with our customers and assist with a variety of needs including billing, payment, and service questions. The ideal candidate will be customer-focused, have an analytical mindset, and thrive in a fast-paced environment.

Primary Role

Performs general work according to specific routines in the customer service operations.

Key Accountabilities

  • Front Teller Duties – Greet and address any customer questions or concerns, process customer payments, balance payment drawer, prepare daily deposit, process and maintain hydrant rentals, prepare welcome bags for new customer turn-ons.

  • High bill investigation – Research and resolve customer high bill issues including, creating service orders to verify high usage and contacting customer to identify potential cause of high consumption. Resolution would include working with the billing department to adjustment customer’s bill as needed.

  • Payroll – Process and enter employee timesheet information into timekeeping system.

  • New Service Inquiries (NSI) – CSR administratively supports NSI process upon receiving completed application: inputting customer information into SAP and creating service order(s) to have work performed.

  • Input meter reads (as needed) – Input meter reads into SAP that were previously not received in the field. Subsequent follow-up service orders may need to be created for these customers if meters need to be replaced.

  • Customer Service line – Answer calls from customers regarding high bills or any other concern. These calls may result in the CSR creating a service order to investigate issues and subsequently create a BPEM.

  • Provide reporting assistance relating to meter reading and service order completion or provide additional business support, within the general framework of their role, as needed

Knowledge/Skills

  • Ability to perform the essential functions and physical requirements of the job.

  • Ability to carry out oral and written instructions.

  • Ability to read and interpret data, information and documents.

  • Ability to analyze and solve problems; observe and interpret situations; and use math and mathematical reasoning.

  • Ability to demonstrate effective communication skills.

  • Ability to perform general computer skills (e.g. Excel, Word, typing, calculator).

  • Ability to operate related Company equipment and vehicles.

  • General knowledge of routine clerical work.

  • Knowledge to communicate an understanding of the rate structure, allotment system, common billing water issues and drought impacts affecting our local water system.

  • Professional appearance; ability to meet the public and interact effectively with them to provide excellent customer service.

Experience/Education

  • 1-2 years of experience in customer service environment.

  • High school diploma or equivalent.

Work Environment

  • Physical demands include, but not limited to: standing, climbing, walking, lifting, bending, pulling, pushing, grasping, reaching, stooping, crouching, sitting, etc.

  • Must be able to lift and/or move up to 25 pounds and occasionally lift and/or move over 50 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, etc. The employee routinely performs indoor and occasional outdoor work.

Certifications & Licenses

  • Must have and maintain appropriate valid California Driver's License.

Other

  • Position will work forty (40) hours per week being five (5) consecutive days of eight (8) hours each, exclusive of lunch periods.

  • Position may be required to work overtime hours as needed.

Competencies

Champions safety

Collaborates

Cultivates innovation

Customer obsessed

Drives Results

Nimble learning

  • 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.

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