American Water Customer Service Representative - Permanent, Full-Time 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 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


_American Water is hiring 60+ Full-Time Permanent Customer Service Representatives in our Customer Service Center in Pensacola_

Our Customer Service Center operates 365 days a year delivering the highest caliber support to our customers nationally. This is a fast paced, high volume call center environment where employees enjoy an inclusive culture and opportunities for growth, highly competitive benefits and more.

New employees will work one of the following shifts, while receiving a combination of classroom and hands on training:

_ Monday - Friday_

6:00am - 3:00pm

8:00am - 5:00pm

10:00am - 7:00pm

New shifts may be assigned based on business needs.. The CSC hours of operation are Monday – Sunday, 6:00am – 10:00pm. Shifts may include evenings, weekends and holidays. Overtime, both voluntary and mandatory, will be offered as well.

Starting rate of pay is $11.00 per hour

Primary Role

The Customer Service Representatives are responsible for responding to customer inquiries with courtesy and professionalism, while 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 the 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.

  • Strong customer service and organizational skills.

  • Excellent communication, writing and verbal.

  • Problem resolution, ability to present information or respond to inquiries from groups of managers, associates, and customers in an efficient and professional manner.

  • Proficient typing skills.


Functional / Technical Skills

Learning on the Fly

Organizational Agility

Problem Solving

Time Management

Experience / Education

  • Minimum of Two (2) years of experience in related business environment

  • SAP experience preferred

  • High school diploma or state recognized Educational Equivalency Certificate 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.