I worked at American Water full-time (More than 10 years)
I CANT SAY THIS ENOUGH.....Their Training. The trainers and how they train is amazing.
Benefits -Insurance was great! Hardly paid anything to doctors and Rx were usually free.
You got Sick time, Personal time, Vacation time and Emergency time. They do also have FMLA after one year. Which does help a lot of people with medical issues who run out of time.
You get a set schedule for about 6 months at a time. It's nice having that instead of keeping up with a changing daily schedule.
The building is pretty modern and up to date with quiet areas and break area to eat and purchase snacks.
They have family events....bring kids to watch movie or meet Santa and some times summer family days at a water park or bowling alley or baseball stadium.
It's a pretty repetitive job which is usually one call resolution so not a lot of having to follow up so no checking voicemails or having to send a customer back and forth emails all day.
Dress code is pretty lax jeans and tennis shoes are ok but keep it decent. They don't discriminate on crazy hair colors or Tattoos or piercings since we don't see the customers.
I met with Susan Story the CEO and she was always very friendly.
The people. I have to say I will miss the people the most out of this job. The other CSR's who work here and have been here a while like I was were more like family. There are people who met and married because of this job. It's a large company with a lot of employees who move around a lot from shift changes every 6 months so you get to know each other pretty quick and you make friends just as fast.
Over years the company changed. At first it was a happier environment. There was more morale more incentives.
Here a majority of the time you are a number not a person. If you don't have time or Fmla you will be terminated even if you have a medical emergency. As if your life was not more important than your job.
Some people should not have been made management. Hiring outside the company rather than inside first will hurt the business if they are clueless to what they are doing. I used to be pulled off the one by a supervisor to do her job because she didn't know what to do or say to the customers. Which i really didn't mind since she was a nice woman who treated her agents great. But it still made things very difficult.
No more Help Que. before we had one so you could get quick assistance if needed for irates you are not allowed to hang up on regardless what they say or call you. Now you wait forever to see if a supervisor will even take the call if they want it.
Micro Management a lot of the times and even supervisors gossip agents to everyone. Not all of upper management are bad some are amazing but you find out quick who arent and no way to stay off the bad ones teams.
It is union based but this can be both pro and con.
Sometimes upper Mgmt doesn't think things thru. Like threaten a lay off and when it hits the media it's instantly pulled back and was an error.
The motto for the company should be "it is what it is" since it's said so much.
Bad turn over rate. I wouldnt learn new hires names til after they were there a couple years. Most didn't last long.
Mandatory OT ways over the years was horrible. You never knew when it would be enforced or for how long. So if You had reservations or an event right after work you could find out 15 mins before the end of your shift or some times less that you were being held an hour or so and if you didn't stay it came from your time and if you run out of time you can be fired.
Replaced a security guard with security call poles when building is right in front of crack head hotels and would close late.
Advice to Management
Focus more on your agents and their well being. Give more opportunity for advancement. Give them more support to lean on to handle the customers. They are your front line.
1 step panel interview with several executive manager for about an hour and then offer made directly afterwards. It was a bit intimidating but I survived and put my best foot firward and it apparently paid off.