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Job Details


American Water Works Co Inc

Full-Time Customer Care Account Representative: $500 sign on bonus! Positions starting in October! (100790)

Customer Service

Customer Care Representative

Yearly

No

Alton, Illinois, United States

Diversity of backgrounds, ideas, thoughts, and experiences is vital to our culture and the way we do business. Creating an environment where differences are embraced and where every person feels engaged and included makes us safer, stronger, and more successful.

With a history dating back to 1886, American Water is the largest and most geographically diverse U.S. publicly traded water and wastewater utility company. The company employs more than 7,000 dedicated professionals who provide regulated and market-based drinking water, wastewater and other related services to 15 million people in 46 states. American Water provides safe, clean, affordable and reliable water services to our customers to help make sure we keep their lives flowing. For more information, visit amwater.com and follow American Water on Twitter, Facebook and LinkedIn.

Meet our Homeowner Hero, Simonne Velazquez! Learn why she enjoys working for American Water’s Homeowner Services division. https://web.microsoftstream.com/video/043de63d-5a7f-4443-a1e2-69b8d4969547?list=studio

Interested in joining our Customer Care team? Apply today!

Primary Role

Do you enjoy connecting with people and delivering quality customer service? If so, we have a fantastic opportunity for you! We are looking for dynamic Customer Care Account Representatives to respond to customer inquiries and recommend potential solutions! A Customer Care Account Representative is responsible for selling home warranty and energy related products and services in a blended environment handling mainly inbound customer service calls. Account Representatives will work closely with supervisors and coaches to meet quality assurance guidelines for professionalism, sales/customer service techniques and customer engagement. Come join our growing team!

Key Accountabilities

Functional Expertise:

  • Assist existing customers with account questions or processes and scheduling repair or maintenance service while selling additional products and services.
  • Sell home warranty and energy-related products and services to residential and/or commercial customers by recognizing opportunities to up-sell accounts, explaining new features and benefits while following quality standards and scripting processes and procedures as trained and documented in the company policy and procedure manual.
  • Navigate systems efficiently and enter data accurately while resolving customer needs.

Business Acumen:

  • Maintain a thorough understanding of customer account processes (i.e. billing, payments, service) and the benefits of our suite of products and services.
  • Ability to successfully resolve customer questions and/or concerns quickly in one phone call by clarifying issues, researching and exploring answers and alternative solutions, and implementing appropriate solutions.

Engagement:

  • Reflect our company Values and contributes to our positive, results-driven culture.
  • Possess excellent interpersonal skills, diplomacy, and patience while interacting with customers, peers, management, and other departments. Comfortable with receiving coaching feedback and monitoring of calls.
  • Take personal responsibility, exploring opportunities to add value, contributing ideas and participating in activities to continuously improve customer satisfaction and productivity.

Driving Results:

  • Create and maintain personal/team sales goals daily, weekly, monthly.
  • Maintain and exceed client and customer expectations through professional interactions on inbound and outbound calls.
  • Demonstrate a personal commitment to promoting and providing exceptional customer service.
Knowledge/Skills

Required:

  • Proficient typing and computer application skills (minimum of 40 wpm)
  • Strong attention to detail with ability to multi task while speaking with a customer on the phone.
  • Easily adapt to change while balancing multiple priorities
  • Ability to work a continuously flexible schedule with punctuality and consistent work attendance.
  • Motivation for sales, adhering to set computer guided scripts and procedures
  • Excellent verbal and written communications skills, effective listening skills, and ability to identify needs through phone conversation

Preferred:

  • Knowledge or familiarity with HVAC equipment and standard concepts
  • Proven track record of exceeding quotas and business goals
  • Proven ability to work successfully in a results-oriented environment
  • Bilingual (Spanish)
  • Ability to handle a high call volume environment while maintaining high performance.
Experience/Education

Required:

  • 1 year experience in Sales or Customer Service
  • High School or GED

Preferred:

  • Previous work experience in a fast paced Call Center environment
  • Experience accurately capturing details of phone conversation on paper and in a computer application.
  • Experience with direct or suggestive selling
  • Associate Degree, some college courses
Working Environment

  • Account Representatives may sit or stand, but are required to remain at their desks except for scheduled lunch and breaks; Office Environment
Competencies Champions safetyCollaboratesCultivates innovationCustomer obsessedDrives ResultsNimble 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.