Requisition ID: 109468
Share Our Purpose. Be Yourself. Feel Valued.
People are the heart of our business. As an American Water employee, you will be offered a competitive salary and health benefits package, along with opportunities to develop, grow, and evolve your career. Our benefits packages focus on key areas such as health & wellness, emotional & well-being, and savings for current & future goals.
We are Beautifully Different. We strongly believe having diversity across our company makes us more successful and helps us provide essential services to our customers. We are stronger because we embrace different ideas, viewpoints, experiences, and backgrounds. American Water is the best choice for your next role! Click here for more information on our inclusion, diversity, and equity journey.
About American Water
American Water (NYSE: AWK) is the largest regulated water and wastewater utility company in the United States. With a history dating back to 1886, We Keep Life Flowing® by providing safe, clean, reliable and affordable drinking water and wastewater services to more than 14 million people across 14 regulated jurisdictions and 18 military installations. American Water’s 6,500 talented professionals leverage their significant expertise and the company’s national size and scale to achieve excellent outcomes for the benefit of customers, employees, investors and other stakeholders.
As one of the fastest growing utilities in the U.S., American Water expects to invest $40 to $42 billion in infrastructure repairs and replacement, system resiliency and regulated acquisitions over the next 10 years. The company has a long-standing history of executing its core operations, aligned with sustainable best practices, through its commitments to safety, affordability, customer service, protecting the environment, an inclusive workforce and strengthening communities.
American Water has been recognized on the 2023 Bloomberg Gender-Equality Index for the fifth consecutive year, ranked 18th on Barron’s 100 Most Sustainable U.S. Companies 2023 List, earned the U.S. Department of Homeland Security SAFETY Act designation and U.S. Environmental Protection Agency’s WaterSense® Excellence Award, among additional state, local and national recognitions.
For more information, visit amwater.com and join American Water on LinkedIn, Facebook, Twitter and Instagram.
Primary Role
Coordinate field resources and service order related activities and provide field related event management, planning and allocation. The shift for this role is Wednesday-Saturday (off Sunday-Tuesday) from 11a-9p EST. You must reside within 1 hour of Scranton, PA/
Key Accountabilities
- Monitor and maintain field service scheduling systems including Special Handling Service Order Requests and coordinate response to Emergency Service Orders.
- Use independent judgment to assign and re-allocate work assignments to meet the demands of the business.
- Assign work, resolve issues, and ensure timely completion of service orders.
- Review the automatic assignment of work from the electronic scheduling system and modify/release service orders requiring manual intervention.
- Perform event management services including maintenance of the Alerts Database and coordination of customer notification system. Create service orders as necessary.
- Act as liaison between field personnel, field supervisors, customer service representatives, and emergency management personnel.
- Emergency coordination: triage of emergency service orders and coordination of response with field technicians. Customer follow-up related to events or outages.
- Create and dispatch emergency service orders including sewer, water quality, safety issues, and main repairs to the T&D scheduling system.
Knowledge/Skills
- Desired experience with call center environment or dispatching environment.
- Demonstrate a high knowledge level customer service and business technologies.
- Strong analytical and written communication skills; strong customer service skills.
- Ability to trouble-shoot detailed problems and determine a resolution; display a calm demeanor during stressful times.
- Ability to prioritize activities and multi-task in a fast-paced environment.
- Self-motivated; flexibility to adapt to changing business needs.
- Display a calm demeanor during stressful times.
- Receptive to performance feedback and continuously seeks to improve own skills.
- Knowledge of American Water policies, practices, and procedures.
- Understanding of regulatory requirements.
- Knowledge of American Water policies, practices and procedures.
- Knowledge of field operations policies, practices and procedures Strong knowledge of technical terms as they apply to field activities.
Experience/Education
- Associate's Degree (2-year) and/or equivalent experience in a customer service environment.
- Experience in a customer service or operations role.
- Minimum of 2 years experience with Microsoft Word and Excel.
Travel Requirements
- As needed
Work Environment
- 24 Hour - 365 Day operation
- The shift for this position is Wednesday, Thursday, Friday, Saturday from 11a-9p EST
- You must reside within 1 hour of Scranton, PA
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Competencies
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 they are an individual with a disability, protected veteran or other status protected by federal, state, and local laws.