Operations Support Team Lead

Operations Support Team Lead

Illinois 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!

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 needed

Travel Requirements

• Minimal travel required

Other Job Details

• General office environment.
• In some instances must be able to lift up to 10 lbs. maximum and occasionally lift various items

Competencies

• Champions safety
• Collaborates
• Cultivates innovation
• Customer obsessed
• Drives Results
• Nimble learning