American Water Works Company Inc

Provide senior-level communications counsel to state leadership, manage external communications including media, public and community relations, crisis communications, and support government relations to align with business objectives. | 7-10 years of experience in public/media relations, strategic communications expertise, ability to manage multiple communications channels, strong writing and stakeholder engagement skills, and ability to work in a hybrid environment with some travel. | Requisition ID: 108228 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 $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. For more information, visit amwater.com and join American Water on LinkedIn, Facebook, Twitter and Instagram. Primary Role The primary role of this position is to provide senior-level communications counsel to the state president and the state senior management team and to develop, coordinate, implement and manage all external communications activities to support the success of the state business plan and operating objectives. The primary areas of responsibility include media relations, public relations, community relations, corporate social responsibility and local support to government relations activities and meeting the information needs of customers. This professional is poised to respond rapidly and tactically to unanticipated events and critical issues such as main breaks and other critical incidents and is equally focused on providing proactive and strategic communications counsel and advise to the state senior management team. This role is focused on anticipating and managing local communications issues and effectively positioning the company with key opinion leaders and key constituencies. The External Affairs Manager is the critical communications resource maximizing the company's communications effectiveness, flexibility and responsiveness within the communities we serve. This professional has a comprehensive depth of communications knowledge and experience with demonstrated expertise in implementing integrated, strategic communications programs. While not directly responsible for customer communications or internal communications, the External Affairs Manager is an active and vital component of an integrated communications team operating through a matrix management model that is responsible for functional excellence reaching all audiences with a full array of internal and external communications messages, tactics and activities. This role is responsible for identifying, developing, nurturing and sustaining strong and enduring relationships with the media not only during unanticipated events but also to proactively to leverage media coverage. This function ensures that American Water is aligned with key community groups and organizations and well regarded and respected as a "good corporate citizen". Leads and directs all communications activities to reflect American Water's commitment to its customers and communities. Working closely with the State President and the state senior management team, the manager ensures that the company is effectively aligned and positioned to develop and sustain key relationships with community leaders, government and regulatory authorities, as well as elected and appointed officials. Key Accountabilities • Directly supports the strategic communications needs of a state and the state senior management team. • Provides senior-level communications counsel and ensures the effective implementation of external affairs and related communications activities. • Assists in strategy development and the proactive development of communications materials/tactics that produce cost, time and resource efficiencies across the business as well as ensures consistent messaging for all audiences. • Ensures wise budget management. • Works directly and closely with the State President to equip the state management team to develop and sustain key relationships - with community leaders, the media, elected/appointed officials, regulators and their staff members, and to manage and advance important communications objectives to these target constituencies. • Employs a keen awareness and knowledge of community resources and contacts; understands the attitudes and concerns of the community. Implements communications strategies, tactics and activities to ensure ongoing, consistent and targeted communications before, during and after rate case filings. • Develops, manages and directs comprehensive strategic communications plans and supporting materials for public communications including media relations, conference participation, community relations/events, local government relations and sponsorship/memberships and executes in a proactive manner. • Interacts and provides communications counsel on communications-related issues, challenges and opportunities. • Develops effective crisis plans, crisis communications and serves as a spokesperson in a crisis situation. Is highly effective when developing messages for American Water during a crisis. • Effectively manages internal and external resources, such as public relations agencies and other communications consultants, and adheres to all budget management requirements. Monitors internal/external business developments, as well as identifies connections between business activities and industry trends, that may pose a threat or benefit to the company's reputation. Key Accountabilities Cont'd • Works closely with the Customer Communications Manager, the Internal Communications Manager and the Customer Service Center Communications Manager to ensure that materials are anticipated, planned for and developed on a timely basis to meet the needs of state operations. • Provides communications support to business development activities, when needed. • Effectively establishes and maintains relationships with key media outlets and educates the media on issues of interest to American Water. • Develops, executes and measures the effectiveness of media relations strategies in support of the state's capital investment program. • Predicts and anticipates the needs of the news media/reporters and is cognizant of meeting these needs. • Plans and manages large press and community events. • Develops talking points and corresponding media materials, invitations to the media, media pitching and coaches the State President and the state senior management team on how to convey key messages effectively when dealing with the media (during an interview or when attending an editorial board meeting) or when speaking before community groups, elected or municipal leaders, or other target audiences Knowledge/Skills • Has a thorough knowledge of strategic communications. • Extensive experience in developing, implementing and measuring all related tactics and activities in support of effective integrated communications strategies. • Displays a thorough knowledge and understanding of the media and the ability to assess a reporter's focus/beat. • Is highly adept at developing and placing media materials including press releases, letters to the editor, and op-eds. • Confident and experienced in arranging and conducting editorial boards. • Possesses strong written and verbal communication skills. • Is knowledgeable of community-based organizations, the political background and agendas of these groups, and other grassroots initiatives • Understands local and state political issues and is knowledgeable about the key players. • Understands Reg FD disclosure requirements pertaining to publicly traded companies and understands the difference between material and nonmaterial information. • Demonstrated ability to handle multiple tasks and produce quality materials while achieving results and meeting deadlines. • Demonstrated ability to prioritize and re-prioritize quickly. • Ability to multi-task and meet strict deadlines. • Has excellent and efficient working knowledge of PowerPoint, Word, Excel and Access databases. • Is familiar with project management work and has experience managing vendors and vendor contracts. • Has experience planning and executing trade show and client hospitality events. Additional Proficiencies • Demonstrated experience in strategy development and implementation. • Expertise in advocacy and government relations. • Strong content creation and management skills. • Proven ability to engage and manage relationships with key stakeholders. • Proficiency in tracking and analyzing PR metrics and measurement. • Exceptional writing skills, with the ability to produce clear, concise, and compelling content. • Public relations agency experience and/or advocacy campaign management background are a plus. • Writing and campaign examples available for discussion Experience/Education • Bachelor's degree required in journalism, communications, public relations, English, advertising or related field preferred, or demonstrated experienced commensurate with the requirements of the position. • Seven to ten years of experience in public relations, media relations, media reporting, marketing and community relations in a fast-paced corporate and/or agency environment. Certifications/Licenses • Active State Driver's License required with the ability to pass a motor vehicle report. Work Environment • Located in a state supporting the full array of external affairs and communications needs of the company's operations within that state. • Hybrid work schedule, 3 days in the office 2 days remote. Travel Requirements 20% of travel within the state and regionally. Competencies Champions safety Customer obsessed Cultivates innovation Nimble learning Drives Results Collaborates 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.

Handle inbound customer calls professionally to resolve issues, provide exceptional service, avoid escalations, and continuously improve skills. | High school diploma, 2 years customer service experience, ability to work remotely with video conferencing, and strong communication skills. | Requisition ID: 108743 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 $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. For more information, visit amwater.com and join American Water on LinkedIn, Facebook, Twitter and Instagram. This position will require selected candidates with be based within a 2-hour radius of Belleville, IL OR St. Louis, MO. Important Details $17.31/hour This position may be eligible for annual incentive pay and contracted increases as determined by the collective bargaining agreement, and you will have the opportunity for continued salary growth. 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 Do you consider empathy and care to be core values in the Customer Service field? Do you have a strong work ethic and excellent communication skills? Are you looking for flexibility in working from home and with a growing organization? If you answered yes, this role is for you! We are hiring Call Center Agents to support our Belleville, IL and/or St. Louis, Missouri offices! • Receives inbound calls from customers, clarifies the needs of the customer and resolves the concerns or raises to appropriate level for disposition. Conditions of Employment • It is preferred that during the first 90 days (about 3 months) of employment that you do not miss any time as it will impact your training plan. • All appointments should be scheduled before the start of training and/or outside of your assigned shifts wherever possible. • The 5 weeks of training are mandatory, and this training will be virtual. If you are experiencing any issues, it is imperative that you communicate proactively with your supervisor or instructor. • American Water requires employees to use on-camera video teleconferencing throughout new-hire training, for team meetings, and when requested by their supervisor. Employees are expected to practice business etiquette in performing their job duties, including when video teleconferencing. • You will need to be able to have 100% focus on training and taking calls during the 8hr shift as if you were in the office. • Since this position can work from home, you will need a safe, quiet space free from distractions and background noise, a secluded area would be best. • In this position you would be responsible for inbound calls and providing exceptional service to the customer that meets or exceeds service expectations while avoiding escalations whenever possible. • Handle customer interactions in a courteous and professional manner. • Continuously improves call handling skills, systems knowledge, water and wastewater utility knowledge and communications skills to enhance the customer service levels. • Support and sustain a positive environment that fosters team performance and individual excellence. • As a standard call center environment, breaks will be prescheduled by management to ensure there are enough people on the phones and there will be back-to-back calls in a day. • All equipment needed to be successful is provided by American Water. Key Accountabilities • Reference systems and knowledge bases for process steps and guidance to address customer inquiries. Maintains a high level of application, process and water utility knowledge. • Provides exceptional service to the customer that meets or exceeds service expectations. • Handles difficult calls and avoid escalation whenever possible. • Uses empathy and effective communication when interacting with customers. • Takes appropriate actions based on customer interaction. Completes correspondence and follow-up with customers. • Receptive to performance feedback and continuously seek to improve own skills. • May Guide or assist other employees. Knowledge/Skills • Demonstrated problem solving and decision-making skills. • Excellent customer service and team orientation. • Strong organizational and communication skills. • Proficient typing and personal computing skills. Experience/Education • High school diploma or state accepted equivalency certificate required. • Two years of experience in related business environment and customer service. • SAP and utility experience a plus. Work Environment • Primarily remote/work from home. • 24/7/365 operation. Call Center Agents may have to work late nights, weekends or holidays. • This position will require you to be on camera/teleconferencing as required by the department/supervisor. Travel Requirements • May need to travel to a designated American Water office for training, technology or connectivity purposes. • Must be within 2 hour radius of either St. Louis, MO or Belleville, IL office locations. Competencies • Champions safety • Customer obsessed • Cultivates innovation • Nimble learning • Drives Results • Collaborates 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.