American Water Supervisor, Customer Service (HOS) in Alton, Illinois

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 7,000 dedicated professionals who provide regulated and market-based drinking water, wastewater and other related services to an estimated 15 million people in 46 states and Ontario, Canada. To learn more about American Water and additional career opportunities, visit www.amwater.com.

  • Primary Role:* Lead a team of Customer Service Specialists with the objective of providing exceptional service to all Homeowner Services customers. Work as a liaison between marketing, finance and operational functions to promote a highly responsive, top quality customer service support, which contributes to the acquisition, satisfaction and retention of customers.

  • Key Accountabilities:*

  • Leadership - Provide leadership, communication, coaching, performance management, professional development and skills enhancement for the customer service team. Possessing strong leadership skills with the required capability of producing desirable results through subordinates. Maintenance of performance records of staff, delivery of employee performance reviews and ability to take appropriate action consistent with company policies and procedures.

  • Customer - Lead the daily operations of a team of Customer Service Representatives; ensuring all customer inquiries are handled in a consistent, friendly and professional manner. Trouble-shoot and resolve non-routine customer complaints and service issues to ensure a high level of customer satisfaction.

  • Process - Develop and enhance policies, procedures, and methods of communication to internal and external customers. Track common customer inquiries and problems with a view to develop preemptive/proactive solutions. Exhibit a solution driven attitude in all actions and decisions.

  • Employee Development - Build and maintain a positive work environment that fosters customer service excellence. Collaborate with the Customer Service Manager to develop annual performance feedback and career development plans for Customer Service Representatives. Effectively communicate continuous improvement initiatives. Be receptive to performance feedback/continuously seek to improve own skills. Perform other duties as assigned.

  • Knowledge/Skills:*

  • Very strong multi-tasking skills with keen ability to respond appropriately and timely to competing priorities

  • Demonstrated customer service operations experience to include supervising both exempt and nonexempt level employees, including temporary employees.

  • A thorough understanding of call center technologies, including customer database systems and their respective reporting mechanisms.

  • A good working knowledge of utility affiliate water bill billing and payment delinquencies. Knowledge of customer service and sales protocols.

  • Strong organizational, communications, and problem resolution skills.

  • Ability to motivate and coach staff members to ensure all subordinates are skilled in providing

  • informative product knowledge and support for all customer inquiries.

  • Exceptional time management, leadership, project management and problem solving skills.

  • Requires strong knowledge of quality best practices.

  • True believer in the value of excellent customer experience.

  • Education/Experience:*

  • College Degree preferred or related experience

  • Two (2) years experience in related business environment. Demonstrated knowledge of computer software skills.

  • Work Environment:* Office

  • The successful candidate must be able to demonstrate schedule flexibility in this position. T

  • he candidate will be scheduled to work an evening shift three days per week (Monday-Wednesday) and a daytime weekend shift every Saturday and Sunday.

  • This shift may be subject to future change, so the successful candidate must demonstrate schedule flexibility. T

  • he successful candidate may be required to work any shift on very short notice as determined by the needs of the business

  • Travel Requirements:* Limited.

  • 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.