Customer Advocacy Representative

Customer Advocacy Representative

Position Information : Customer Advocacy Representative in Farmingdale, NJ Posted Range : $22 / hour - $30 / 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!

Primary Role : Responsible for supporting Customer Advocacy initiatives across multiple states within one of the department's primary focus areas-escalated complaints or customer assistance programs. This position plays a key role in researching customer issues, administering assistance programs, and conducting proactive outreach and follow-up to ensure resolution, education, and program access.

Key Accountabilities :

• Investigate and respond to escalated customer complaints, including reviewing billing concerns, explaining tariff provisions and applicable state regulations, and providing account clarification.
• Coordinate with regulatory agency personnel to resolve and respond to agency complaints within required timelines.
• Support legal and regulatory teams by providing billing histories, account reviews, and clarifications relevant to investigations or proceedings.
• Administer customer assistance programs by screening clients for eligibility, educating them on available resources, providing status updates, and referring customers to appropriate support programs.
• Perform proactive outreach through events such as community fairs or canvassing efforts to connect low-income individuals with applicable utility assistance programs.
• Serve as a hybrid resource supporting multiple states in program execution, customer contact, and internal reporting across Customer Advocacy's core pillars.
• Ensure accurate tracking and reporting of program data, outreach efforts, and customer interactions to support performance monitoring and compliance needs.
• Provide administrative and operational support for program maintenance, reporting needs, customer follow-up, and coordination across state teams.
• Perform additional duties as assigned by the Supervisor and / or Manager of Customer Advocacy.

Excellent oral and written communication skills coupled with 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 : One (1) year customer contact service experience required. High school diploma or equivalent. Associate degree preferred.

Certifications & Licenses : Valid driver's license required.

Travel Requirements : May have local travel to community events.

Schedule : Standard office environment Monday - Friday, 7 : 30am - 4pm.

Competencies :