Specialist Service Delivery

Posted Date: Jul 10, 2024

Location: Lexington, KY, US, 40502

Company: American Water Works Company Inc

Requisition ID:  106541 


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 amwater.com and join American Water on LinkedInFacebookTwitter and Instagram.



Kentucky American Water is looking for a Service Delivery Specialist! If you are detail oriented with strong communication and writing skills, then this role is for YOU! Apply TODAY for immediate consideration!

Primary Role

Responsible for researching and resolving escalated customer problems presented by the CSO, regional operations, and major accounts manager external departments supporting them in providing solutions to enhance customer service. Responsible for researching, resolving and responding to inquiries and complaints ensuring all regulatory requirements are met.

Key Accountabilities

  • Interact with Regulatory Board personnel in resolving and responding to regulatory board complaints within established targets. (10%)
  • Respond to customer complaints by providing explanation of billing methodology, clarification of tariff provisions and state regulations, and engaging in billing negotiations. (10%)
  • Interact with municipal authorities, fire commissioners and key account personnel to effect payment of aged revenue from Special Accounts. (10%)
  • Conduct in-depth issue identification research, report generation, data analysis on various escalated customer complaints or processes. (10%)
  • Perform all back office functions related to error correction and field follow up. (10%)
  • Create and close service orders as necessary. (10%)
  • Issue access letters to customers as necessary. Identify field process and individual handling needing improvement or correction and provide this assessment to supervisor. Identify regulatory complaint trends and relay to supervisor. Assist company legal counsel in addressing issues by providing account review and billing explanation. Represent the company at legal and regulatory proceedings as assigned.
  • Maintain 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. (40%)


  • Knowledge of the regulated water/wastewater business within the region and the regulations impacting the business.


  • Two (2) years experience in a Water Utility.
  • High School Diploma, GED, or equivalent.


  • Valid Driver’s License and ability to pass motor vehicle background check.


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: Lexington