CUSTOMER SERVICE
Customer service is at the heart of what we do, and New Jersey American Water is regularly looking for ways to best serve our customers. From managing customer accounts online or using the new voice activated customer service system, to providing the flexibility of multiple payment options, the company’s goal is to make it easier for customers to do business with us in a manner they prefer.
Our customer service delivers excellent, cost-effective performance to customers through:
- First-contact service resolution – Timely response to customer queries improves satisfaction and reduces customer effort.
- Timely and accurate billing – Accuracy is our primary focus. Quality assurance measures help minimize billing issues and avoid customer confusion.
- Outstanding collection performance – We work with customers to manage their account balances and have proven processes to handle delinquent accounts including offering customer payment assistance programs, budget billing, and installment plans.
- Maintaining comprehensive reporting and internal controls.
- Spanish and multiple other language translation options and ADA-compliant services to accommodate our customers better.
Understanding the changing preferences of our customers, we have a self-service customer website, MyWater, that customers can use to manage their account 24/7/365, including:
- Viewing and paying their bill.
- Turning service on or off or making additional service requests.
- Managing their communication and billing preferences, including signing up for paperless billing and auto-pay, as well as customer notifications for non-emergency work.
- Applying for customer payment assistance programs (i.e., Budget billing, assistance grants, etc.).
- Viewing water use history and requesting leak adjustments.
- Reporting an emergency.
American Water provides comprehensive and centralized customer service to over 3.4 million customers who are served by our regulated state water and wastewater utilities nationwide. Our strategy is to staff our customer service organization in areas near our regulated service territories. Currently, we support our customers with nearly 400 remote and geographically diverse employees located in Illinois, Indiana, Missouri, New Jersey, West Virginia, and Florida. Our customer care agents offer around-the-clock service that includes:
- Emergency assistance (24/7).
- Customer service support (7am-7pm local time), such as:
- Service requests.
- Water and wastewater billing and collections.
- Delinquency processing and reporting.
- Additional non-emergency customer service requests.