Customer Advocacy Representative

Customer Advocacy Representative

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!

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 $40 to $42 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 Index for 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.

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 areasescalated 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.

Competencies

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.