American Water CSR-1 Call Handling Rep U640 in Pensacola, Florida

Founded in 1886, American Water is the largest and most geographically diverse publicly traded U.S. water and wastewater utility company. With headquarters in Voorhees, N.J., 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

  • Are you right for this position?*

American Water is hiring people who are dependable to their core and who have the grit and tenacity to show up and work hard even when the going is tough. Our Customer Service Representatives play an important role in the national support network for one of the largest and most successful water companies in the country. Simply put, people count on us. If you aren't 100% reliable and ready to give it your all, this isn't the job for you.

  • Why join American Water? * Simple, our company culture is strong. We want to see our employees succeed and grow in their careers with us. That is why we offer excellent benefits, learning opportunities, and an environment that is diverse and inclusive. And, because we have locations throughout the country, we offer tremendous growth opportunities in many different fields of the business.

Primary Role

Responsible for responding to customer inquiries with courtesy and professionalism. Responsible for addressing customer concerns efficiently and completely via the telephone and correspondence as appropriate.

Key Accountabilities

  • Receives inbound calls from customers related to services provided.

  • Clarifies the needs of the customer, answers customer inquiries, and assists in the resolution of concerns.

  • Tracks and documents customer contacts.

  • Remains accessible to achieve appropriate adherence levels.

  • Maintains a high level of application, process, and water utility knowledge.

  • Maintains a courteous and knowledgeable appearance to the customer.

  • Handles difficult calls and avoids escalation whenever possible.

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

  • Identifies and relays to team leader areas for improvement within the customer inquiry and concern resolution processes.

  • Provides exceptional service to the customer that meets or exceeds all contractual service level agreements.

  • Issues and maintains service orders.

  • Supports and sustains a positive environment that fosters team performance and individual excellence.

  • Remains receptive to performance feedback and continuously seeks to improve skills.

  • Maintains 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.

Knowledge / Skills

  • Personal computing experience, including Microsoft Office applications.

  • Bilingual preferred.

  • Skills:

  • Strong customer service skills, strong organizational, communication, and problem resolution, ability to present information or respond to inquiries from groups of managers, associates, and customers.

  • Proficient typing skills.

Experience / Education


  • Two (2) years experience in related business environment preferred

  • SAP experience preferred.


  • High school diploma or state recognized Educational Equivalency Certificate

Work Environment

Fast-paced, changing environment

High pressure/time sensitive environment

Indoor office environment

Occasional evening, weekend, and holiday work required

  • 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.