Customer Advocacy Representative

Overview

Resolve escalated complaints and administer utility assistance programs for low‑income customers.

Key Responsibilities

• program reporting
• customer outreach
• eligibility screening
• complaint resolution
• data tracking
• regulatory support

Tasks

-Provide administrative and operational support for program maintenance, reporting needs, customer follow-up, and coordination across state teams. -Support legal and regulatory teams by providing billing histories, account reviews, and clarifications relevant to investigations or proceedings. -Perform proactive outreach through events such as community fairs or canvassing efforts to connect low-income individuals with applicable utility assistance programs. -Administer customer assistance programs by screening clients for eligibility, educating them on available resources, providing status updates, and referring customers to appropriate support programs. -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. -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.

Requirements

• microsoft office
• high school
• associate degree
• 1-year service
• communication
• detail oriented

What You Bring

-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. -Ability to work independently and perform multiple tasks in a fast-paced environment with changing priorities. -One (1) year customer contact service experience required. -Excellent computer skills, including experience with the use of Microsoft office suite applications and other pertinent software. -Ability to maintain the integrity of confidential employment, customer, and business information. -High school diploma or equivalent. -Detail oriented and capable of accurately computing and recording numbers as well as operating a computer keyboard with speed and accuracy. -Excellent oral and written communication skills coupled with organizational and customer service skills. -Associate degree preferred.

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About American Water

-Provides vital water and wastewater services, ensuring communities have access to clean water. -Has a long history of managing water infrastructure in partnership with municipalities. -Recent projects include modernizing infrastructure, expanding service coverage, and improving water treatment facilities. -Known for innovation in water management, offering sustainable solutions to modern water challenges. -A trusted provider for residential, commercial, and industrial customers across the U.S.

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