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American Water Compliance Representative in Mechanicsburg, Pennsylvania

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

Responsible for responding to high-level informal disputes that includes investigation and follow-up with internal business partners, local operations and customers. Provides excellent customer service. Ensures accurate and timely follow up to system issues.

Key Accountabilities

  • Interact with Regulatory Board personnel in resolving and responding to regulatory board complaints within established targets.

  • Respond to customer complaints by providing explanation of billing methodology, clarification of tariff provisions and state regulations, and engaging in billing negotiations.

  • Perform functions related to bill payment, error correction and field follow up.

  • Create service orders 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. Perform system testing for Service First issue updates as necessary. Assist company legal counsel in addressing issues by providing account review and billing explanation. 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.

  • Evaluates information, reports, errors and exceptions to identify and resolve account issues. Performs root cause analysis to pro-actively communicate and collaborate with key business partners to drive operational excellence.

  • Interacts with internal/external business partners regarding various issues and provides any additional assistance.

  • Researches and resolves business partner and escalated customer questions, concerns, inquiries and/or problems. Provides follow through with timely and accurate response via the most effective communication mode (email, letter, text message, phone, etc.).

  • Prepares reports, compliance requirements and other business needs to support collective and individual state targets.

Knowledge/Skills

  • Problem solving, sound writing, effective communication, critical thinking, active listening, detailed oriented.

  • Knowledge of the regulated water business and PUC regulations impacting the business preferred.

Experience/Education

  • High school diploma or GED required.

  • 3 years of utility experience in customer service or compliance where writing and analytical skills were utilized.

Travel Requirements

Minimal.

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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