Operations Support Team Lead

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 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 Team Lead will function as an expert in matters related to various account, system, billing, meter reading and other field operations activities. Team lead will have additional supervisory and leadership responsibilities in addition to key accountabilities of Operations Support Specialist.Key Accountabilities

• Critically evaluate information, reports, errors and exceptions to identify and resolve account issues.
• Performs root cause analysis to pro-actively communicate and collaborate with key business partners to drive operational excellence.
• Researches, compiles and updates information in various systems, including CIS, meter reading software, database, spreadsheet and word processing programs.
• Manages request received via work ques to meet all targets as detailed in performance expectations.
• Responds to request by field representatives for office review, additional work and all service orders requiring follow up.
• Serve as team lead to provide guidance and leadership for team members.
• Interacts with internal/external business partners regarding various issues and provides any needed 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; provide follow through with timely and accurate responses via the most effective communication mode (email, letter, text message, phone, etc.)Knowledge/Skills
• Excellent knowledge of office and field operations procedures.
• Excellent math and root cause analysis knowledge.
• Excellent knowledge of water distribution systems and water and wastewater field operations.
• Excellent working knowledge of computer programs, old and new CIS system.
• Excellent knowledge of network and maintenance related issues. Excellent knowledge of company billing guidelines and state billing regulations.
• Excellent oral and written communication skills. Excellent organizational and customer service skills.
• Excellent analytical skills and innovative problem solving techniques with the ability to pursue timely and practical solutions.
• Must be 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 major word and excel programs, databases, and meter reading technology.Experience/Education
• Associate degree preferred.
• High School Diploma or GED required.
• Minimum of 5+ years related experience required.Work Schedule
• Full-time, on-site
• Monday-Friday, 7am-3:30pm
• Overtime as neededTravel Requirements
• Minimal travel requiredOther Job Details
• General office environment.
• In some instances must be able to lift up to 10 lbs. maximum and occasionally lift various itemsCompetenciesChampions safetyCollaboratesCultivates innovationCustomer obsessedDrives ResultsNimble learning

llinois American Water is hiring a full-time Operations Support Team Lead to join our operations in Woodridge, IL. This role will have heightened involvement with the team regarding customer-related needs, billing analysis, meter reading items, and special projects. Position Details Posted Range: $24.00/hour-$37.88/hour The base salary range represents a good faith salary range for this position. This position is eligible for annual incentive pay and has the opportunity for continued salary growth. If you are hired at American Water your base salary compensation will be determined based on factors such as market, geography, skills, education and/or experience. At American Water, we are committed to pay equity. In addition to compensation, you will be offered a comprehensive benefits package including 401(k),Defined Contribution Plan, Employee Stock Purchase Plan, medical, prescription, dental and vision coverage, plus disability, paid time off, life insurance, voluntary benefits, health and wellness programs and much more! American Water is also proud to offer employees learning opportunities and work experiences to grow professionally!