American Water Works
Specialist Operation Support Customer Relations
American Water Works, Warrensburg, Missouri, United States, 64093
Specialist Operation Support Customer Relations
Responsible for a full range of activities which ensure operational excellence through researching and resolving complex account issues, errors, and billing exception management. The Operations Support Specialist will function as an expert in matters related to various account, system, billing, meter reading, and other field operations activities. Key Accountabilities include: Research, compiles, and updates information in various systems including CIS, meter reading software, database, spreadsheet, and word processing programs. Provides oversight of the meter reading upload process and carries out all procedural steps as outlined in best demonstrated practice process flow including coordination of annual and monthly meter reading schedules, post meter route validation and exception processing. Manages requests received via work ques to meet all targets as detailed in performance expectations. Responds to requests by field representatives for office review, additional work, and all service orders requiring follow up. Interacts with internal/external business partners regarding various issues and provides any additional assistance. Serves as an interface between field operations and Customer Service Center. Researches and resolves critical business partner and escalated customer questions, concerns, difficulties, inquiries and/or problems. Set appropriate expectations; provides follow-through with timely and accurate responses via the most effective communication mode (email, letter, text message, phone, etc.) Prepares and responds to data requests, ad-hoc reports, compliance requirements, and other business needs to support collective and individual state targets. Provides training assistance, develops process documents and makes improvement recommendations as system changes and updates occur. Compiles and reviews numerous multifaceted reports on a daily/weekly/monthly basis as required. Performs other duties as assigned. Knowledge/Skills include: Excellent math and root-cause analysis skills Demonstrated computer literacy and competence, including Microsoft Office applications. Effective communication skills (written and oral). Excellent knowledge of office and field operations procedures. Excellent knowledge of water distribution systems and water and wastewater field operations. Excellent working knowledge of computer programs (old and new CIS systems). Excellent knowledge of network and maintenance related issues. Excellent knowledge of company billing guidelines and state billing regulations. Experience/Education includes: High School Diploma or GED required. Associate's degree preferred. Minimum of 5+ years related experience required. Certifications/Licenses include: Valid Driver's License may be required in some instances. Work Environment includes: General office environment. Travel Requirements include: None or minimal travel. Competencies include: Champions safety Customer obsessed Cultivates innovation Nimble learning Drives Results Collaborates
Responsible for a full range of activities which ensure operational excellence through researching and resolving complex account issues, errors, and billing exception management. The Operations Support Specialist will function as an expert in matters related to various account, system, billing, meter reading, and other field operations activities. Key Accountabilities include: Research, compiles, and updates information in various systems including CIS, meter reading software, database, spreadsheet, and word processing programs. Provides oversight of the meter reading upload process and carries out all procedural steps as outlined in best demonstrated practice process flow including coordination of annual and monthly meter reading schedules, post meter route validation and exception processing. Manages requests received via work ques to meet all targets as detailed in performance expectations. Responds to requests by field representatives for office review, additional work, and all service orders requiring follow up. Interacts with internal/external business partners regarding various issues and provides any additional assistance. Serves as an interface between field operations and Customer Service Center. Researches and resolves critical business partner and escalated customer questions, concerns, difficulties, inquiries and/or problems. Set appropriate expectations; provides follow-through with timely and accurate responses via the most effective communication mode (email, letter, text message, phone, etc.) Prepares and responds to data requests, ad-hoc reports, compliance requirements, and other business needs to support collective and individual state targets. Provides training assistance, develops process documents and makes improvement recommendations as system changes and updates occur. Compiles and reviews numerous multifaceted reports on a daily/weekly/monthly basis as required. Performs other duties as assigned. Knowledge/Skills include: Excellent math and root-cause analysis skills Demonstrated computer literacy and competence, including Microsoft Office applications. Effective communication skills (written and oral). Excellent knowledge of office and field operations procedures. Excellent knowledge of water distribution systems and water and wastewater field operations. Excellent working knowledge of computer programs (old and new CIS systems). Excellent knowledge of network and maintenance related issues. Excellent knowledge of company billing guidelines and state billing regulations. Experience/Education includes: High School Diploma or GED required. Associate's degree preferred. Minimum of 5+ years related experience required. Certifications/Licenses include: Valid Driver's License may be required in some instances. Work Environment includes: General office environment. Travel Requirements include: None or minimal travel. Competencies include: Champions safety Customer obsessed Cultivates innovation Nimble learning Drives Results Collaborates