American Water Customer Service Supervisor (East Palo Alto) 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 Voorhees, N.J., the company employs 6,800 dedicated professionals who provide regulated and market-based drinking water, wastewater and other related services to an estimated 15 million people in 47 states and Ontario, Canada. To learn more about American Water and additional career opportunities, visit www.amwater.com.

  • Primary Role:* Under direction from Project / General Manager, supervises the office and provides field support as required,. Responds to customer inquiries and performs a variety of duties and tasks related to customer service and field operations. Supervises meter reading personnel, Uploads and downloads routes in UMBS and Handhelds, supervises the billing assistant and provides support as needed, provide detailed information and collection of all billing funds and attends to account inquiries by customers. Performs various data entry in the Utility Billing Software and generates reports, creates and processes service orders, all outgoing billing, oversees the daily cash balancing etc. Resolves customer complaints by researching and making software system adjustments. Acts on behalf of the Project manager in his absence.

  • Key Accountabilities:*

  • Supervises regular office duties, resolves customer issues of medium to high complexity

  • Provides customer support over the phone and at the cash window, collects cash, provides receipts, records data in the utility billing system and runs errands to the bank, customer premises etc. when necessary

  • Creates Service Orders for Turn offs, Ons, account set up, investigations, billing disputes etc.

  • Down loads, edits and records various reports for statutory reporting.

  • Any other assigned office or field duty related to the O& M project.

  • Skills/Knowledge:*

  • Strong verbal, written communications and listening skills and ability to write reports

  • Ability to handle stressful, provocative situations in a calm, patient, professional and skill-full manner.

  • Capable of accurate data entry, use of the key pads of a computer, use of a calculator, printer, telephone etc.

  • Must be flexible and adapt easily to frequent changes in the work environment while giving importance to both customers and company.

  • Requires general knowledge of billing/collections/customer response system and be trained easily.

  • Should be able to perform simple tasks like meter reading, keying data in a handheld, helping the System Operators in fixing minor problems, replacing a meter, marking USA, system maintenance, conducting investigations etc.

  • An understanding of general utility billing system for water utility business. Should have strong MS Office skills.

  • Bi-lingual in English / Spanish

  • Certifications/Licenses:*

  • Must possess a valid California class “C” driver’s license with appropriate insurance.

  • Water Distribution/Treatment Certifications like D1/T1 or higher desirable, but not required.

  • Education/Experience:*

  • High school diploma or equivalent. 1-2 years of college, preferred.

  • 2 – 5 years of work experience in an office / field position with transferrable skills, preferably in a utility / customer service oriented business.

  • 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.