Customer Assistance Program Specialist
American Water

Requisition ID: 106281

Share Our Purpose. Be Yourself. Feel Valued.

People are the heart of our business. As an American Water employee, you will be offered a competitive salary and health benefits package, along with opportunities to develop, grow, and evolve your career. Our benefits packages focus on key areas such as health & wellness, emotional & well-being, and savings for current & future goals.

We are Beautifully Different. We strongly believe having diversity across our company makes us more successful and helps us provide essential services to our customers. We are stronger because we embrace different ideas, viewpoints, experiences, and backgrounds. American Water is the best choice for your next role! Click here for more information on our inclusion, diversity, and equity journey.

About American Water
American Water (NYSE: AWK) is the largest regulated water and wastewater utility company in the United States. With a history dating back to 1886, We Keep Life Flowing® by providing safe, clean, reliable and affordable drinking water and wastewater services to more than 14 million people across 14 regulated jurisdictions and 18 military installations. American Water's 6,500 talented professionals leverage their significant expertise and the company's national size and scale to achieve excellent outcomes for the benefit of customers, employees, investors and other stakeholders.

As one of the fastest growing utilities in the U.S., American Water expects to invest $30 to $34 billion in infrastructure repairs and replacement, system resiliency and regulated acquisitions over the next 10 years. The company has a long-standing history of executing its core operations, aligned with sustainable best practices, through its commitments to safety, affordability, customer service, protecting the environment, an inclusive workforce and strengthening communities.

American Water has been recognized on the 2023 Bloomberg Gender-Equality Indexfor the fifth consecutive year, ranked 18th on Barron's 100 Most Sustainable U.S. Companies 2023 List, earned the U.S. Department of Homeland Security SAFETY Act designation and U.S. Environmental Protection Agency's WaterSense® Excellence Award, among additional state, local and national recognitions.

For more information, visit amwater.com and join American Water on LinkedIn, Facebook, Twitter and Instagram.

Primary Role

This position is primarily responsible for making Customer Assistance resources accessible to customers, including the expanded Help to Others (H2O) program, the Bill Discount Program (BDP), the Arrearage Management Plan (AMP), and any future customer assistance programs that will evolve. Duties include screening clients for eligibility, describing available assistance programs, providing application updates, and educating customers on how to access all the resources.

Key Accountabilities

• Understand all customer assistance programs and eligibility guidelines in order to process applications and/or make appropriate referrals.
• Perform direct outreach and assist low-income individuals to access utility assistance, screen for eligibility, and provide access to the company's programs through community fairs, canvassing, and other events.
• Support the launch, maintenance, reporting and customer follow-up necessary to effectively administer these programs.
• Accurately enter customer program required information in computerized database.
• Work with vendor(s) in providing and administering all programs.
• Perform all other duties as assigned by Supervisor and/or Manager.
• Analyze scenarios to determine the best solutions for customers based on applicable laws and regulations.

Knowledge/Skills

• Excellent oral and written communication skills.
• Excellent organizational and customer service skills.
• Detail oriented and capable of accurately computing and recording numbers as well as operating a computer keyboard with speed and accuracy.
• Ability to work with various members of the public, including authorities, a diverse customer base, contractors, developers, as well as employees of various levels of the organizational structure within the company.
• Excellent computer skills, including experience with the use of Microsoft office suite applications and other pertinent software.
• Ability to work independently and perform multiple tasks in a fast-paced environment with changing priorities.
• Ability to maintain the integrity of confidential employment, customer, and business information.

Experience/Education

• Three (3) years' customer contact service experience required.
• Specific utility experience is preferred.
• Human services programming experience preferred.
• High school diploma or equivalent.
• Associate or bachelor's degree preferred.

Certifications & Licenses

• Valid Driver's License and ability to pass motor vehicle background check.

Work Environment

• Modern day professional office environment.
• Local travel to community events will be required.

Competencies

• Champions safety
• Customer obsessed
• Cultivates innovation
• Nimble learning
• Drives Results
• Collaborates

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 they are an individual with a disability, protected veteran or other status protected by federal, state, and local laws.

Nearest Major Market: Pittsburgh

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