Customer Care Agent--Water/Wastewater Utility (Remote Opportunity)

Important Details

$17.31/hour

Primary 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! We are hiring Call Center Agents to support our Belleville, IL and/or St. Louis, Missouri offices! 

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

Conditions of Employment

• It is preferred that during the first 90 days (about 3 months) of employment that you do not miss any time as it will impact your training plan.

• All appointments should be scheduled before the start of training and/or outside of your assigned shifts wherever possible.  

• The 5 weeks of training are mandatory, and this training will be virtual. If you are experiencing any issues, it is imperative that you communicate proactively with your supervisor or instructor. 

• American Water requires employees to use on-camera video teleconferencing 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.  

• You will need to be able to have 100% focus on training and taking calls during the 8hr shift as if you were in the office. 

• Since this position can work from home, you will need a safe, quiet space free from distractions and background noise, a secluded area would be best. 

• In this position you would be responsible for inbound calls and providing exceptional service to the customer that meets or exceeds service expectations while avoiding escalations whenever possible. 

• Handle customer interactions in a courteous and professional manner. 

• Continuously improves call handling skills, systems knowledge, water and wastewater utility knowledge and communications skills to enhance the customer service levels. 

• Support and sustain a positive environment that fosters team performance and individual excellence. 

• As a standard call center environment, breaks will be prescheduled by management to ensure there are enough people on the phones and there will be back-to-back calls in a day.  

• All equipment needed to be successful is provided by American Water.

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. 

Knowledge/Skills

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

Experience/Education

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

Work Environment

• Primarily remote/work from home.
• 24/7/365 operation. Call Center Agents may have to work late nights, weekends or holidays. 
• This position will require you to be on camera/teleconferencing as required by the department/supervisor. 

Travel Requirements

• May need to travel to a designated American Water office for training, technology or connectivity purposes. 
• Must be within 2 hour radius of either St. Louis, MO or Belleville, IL office locations.

Competencies