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American Water Office Clerk in East Palo Alto, California

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. To learn more about American Water and additional career opportunities, visit www.amwater.com.

Primary Role

Receives billing issues from customers related to services. Responsible for all intake, acting as receptionist, customer billing representative, and perform routine bookkeeping duties at the front desk.

Key Accountabilities

  • Receives billing issues from customers related to services. Clarifies the needs of the customer, answer customer inquiries and assist in resolution of concerns. Tracks and document customers’ contacts. Handles difficult issues and avoid escalation whenever possible. Answer questions and address complaints. Provides exceptional service to the customer that meets or exceeds all contractual service level agreements.

  • Collect cash, checks, and electronic transactions. Record each day’s financial transactions and complete the posting process in a timely fashion. Verify that transactions are recorded in the correct account(s), ensuring reconciliation and close of the cash drawer at the end of each day.

  • Establishes, develops and maintains filing system for the department. Retrieves information when needed. Proofreads copy for spelling, grammar and layout, making appropriate changes. Keep updated records and files (alpha and numerical). Keep the front desk neat and presentable with all necessary material at hand.

  • Coordinates and schedules meetings. Sorts and distributes incoming mail. Ordering and managing office supplies and equipment. Maintains office supply inventory.

  • Performs other related functions as assigned.

Knowledge/Skills

  • Strong organizational, communications, and problem resolution skills.

  • Able to prepare and maintain accurate paperwork such as records, logs, orders, surveys and routine reports as directed.

  • Able to communicate effectively and establish effective working relationships with all levels of the organization, customers, and the general public.

  • Able to perform accurate mathematical calculations related to this position.

  • Able to plan, schedule, prioritize, and coordinate work within assigned work area.

  • Able to work in a team environment.

  • Demonstrate proficiency in 10 key, cash register, copier, scanner, and fax machine.

  • Demonstrate advanced proficiency in Microsoft Office and other proprietary financial software.

  • Show a high degree of accuracy and attention to detail.

  • Ability to multi task a strong plus

Continued

  • Mush be disciplined and reliable with an absolute minimum of absences.

  • Fluent Conversational Spanish is a MUST, with advanced ability to read, write, and speak.

  • Working knowledge of MS Office applications.

  • Knowledge of mailroom processes and procedures.

  • Knowledge of customer service operations; meter reading technologies, customer database systems and their respective reporting mechanisms.

Experience/Education

  • High School Diploma, GED, or equivalent required. Undergraduate degree preferred.

  • Minimum of 2 years of experience in a customer service-related role. Utility experience preferred or experience in similar business environment.

Licenses & Certifications

Must possess a valid state (of residence) driver’s license.

Work Environment

  • May be required to work weekend, holiday and overtime.

  • Maintain a neat, clean, professional appearance at all times during working hours.

  • Maintain a courteous manner when speaking to customers and the general public.

Competencies

Champions safety

Collaborates

Cultivates innovation

Customer obsessed

Drives Results

Nimble learning

  • 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.

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