REMOTE Call Center Agent (Water/Wastewater Utility)

Posted Date: Feb 2, 2024

Location: Hopewell, VA, US, 23860

Company: American Water Works Company Inc

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 $30 to $34 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 Indexfor 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 and join American Water on LinkedInFacebookTwitter and Instagram.




About this Role



Do you consider empathy and care to be core values in the Customer Service field? Do you have a strong work ethic and excellent communication skills? Are you looking for flexibility in working from home and with a growing organization? If you answered yes, this role is for you!

This position/training class will begin on Monday, April 8, 2024. In this role, you must live within 2 hours of our office in Hopewell, Virginia.

Primary Role


Receives inbound calls from customers, clarifies the needs of the customer and resolves the concerns or raises to appropriate level for disposition.

Key Accountabilities


  • Reference systems and knowledge bases for process steps and guidance to address customer inquiries.
  • Maintains a high level of application, process and water utility knowledge.
  • Provides exceptional service to the customer that meets or exceeds service expectations.
  • Handles difficult calls and avoid escalation whenever possible.
  • Uses empathy and effective communication when interacting with customers.
  • Takes appropriate actions based on customer interaction.
  • Completes correspondence and follow-up with customers.
  • Receptive to performance feedback and continuously seek to improve own skills.
  • May guide or assist other employees.



  • Demonstrated problem solving and decision-making skills.
  • Excellent customer service and team orientation.
  • Strong organizational and communication skills.
  • Proficient typing and personal computing skills.



  • High school diploma or state accepted equivalency certificate.
  • Two years of experience in related business environment and customer service.
  • SAP and utility experience a plus.

Pay Information


  • Starting Pay Rate: $16.44/hour
  • Increase on Sept. 6, 2024, to $16.87/hour
  • Increase on April 8, 2025, to $17.10/hour
  • Increase on Sept. 6, 2025, to $17.55/hour
  • Eligible for benefits after 90 days of service



American Water requires employees to use on-camera video teleconferencing (e.g. via Microsoft Teams) throughout new-hire training, for team meetings, and when requested by their supervisor. Employees are expected to practice business etiquette in performing their job duties, including when video teleconferencing.  


Champions safety
Customer obsessed
Cultivates innovation
Nimble learning
Drives Results



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.

Nearest Major Market: Richmond