American Water 125 Years
Our StoryOur PeopleOur TraditionsOur CommitmentCelebrate With Us
  • "Customer service is an American Tradition." - Joel M., Mechanicsburg, PA
  • "Reliability is an American Tradition." - Frank C., Lakewood, NJ
  • "Ingenuity is an American Tradition." - Denise F., Haddonfield, NJ
  • "Commitment is an American Tradition." - Dave F., Marlton, NJ
  • "Innovation is an American Tradition." - Brett H., Philadelphia, PA
  • "Friendliness is an American Tradition." - Cheryl N., Clinton, IA
  • "Excellent service is an American Tradition." - Linda L., Honolulu, HI
  • "Working hard is an American Tradition." - Louie R., Los Angeles, CA
  • "Integrity is an American Tradition." - Ed G., St. Louis, MO
  • "Excellence is an American Tradition." - Debbie M., St. Louis, MO
  • "Perseverance is an American Tradition." - Jeff B., Bel Air, MD
  • "Camaraderie is an American Tradition." - Tracy O., El Campo, TX
  • "Lending a hand is an American Tradition." - Audric M., Dickson City, PA
  • "A "can do" attitude is an American Tradition." - Josh W., Newmarket, NH
  • "Finding solutions is an American Tradition." - Tish C., Plaistow, NH
  • "Getting the job done is an American Tradition." - Amy R., Dover, NH
  • "Creativity is an American Tradition." - Julie S., Hampstead, NH
  • "Helping others is an American Tradition." - Scott B., New York, NY
  • "Being a good neighbor is an American Tradition." - Rick B., New York, NY
  • "Perseverance is an American Tradition." - Kim S., Westmont, NJ
  • "Growth is an American Tradition." - Jessica H., Alton, IL
  • "Teamwork is an American Tradition." - Brent E., Davenport, IA
  • "Leadership is an American Tradition." - Carmen T., Marlton, NJ
  • "Working as a team is an American Tradition." - Marilyn R., Indianapolis, IN
  • "Providing the best quality product our customer can count on is an American tradition." - Jane H., Delran, NJ
  • "Dependability is an American Tradition." - Joi C., Mechanicsburg, PA
  • "Dreaming BIG is an American Tradition." - Lani V., Gilford, NH
  • "Making the time and going the extra step is an American Tradition." - Carolin B., St Charles, MO
  • "Completing the job is an American Tradition." - Mike H., Moorestown, NJ
What's Yours?

Service

At American Water, service can mean providing the highest-quality water possible, maintaining and investing in our infrastructure and equipment, working closely with the communities we serve and making sure our customer service and field service representatives are well-trained and prepared to address customer questions or concerns. We are responsible for treating and delivering more than one billion gallons of water every day. That's a big job, and it requires exceptional service every step of the way. Because what we treat and deliver means so much to those who receive it, every employee at American Water, no matter what his or her role, plays an important part in serving our customers.

We're committed to providing both high-quality water service and high-quality customer service. Our call center employees have diverse experience and are trained to answer questions about state and local-specific issues, respond appropriately and report on customer account and service issues received. The call center also has specialized, highly trained teams on staff to help out with issues that must be escalated. Representatives work every day to resolve issues on the first call and to provide the best customer service possible. Our customers deserve nothing less.

Service is about more than providing information. It's about listening to our customers' needs. Through our quarterly customer satisfaction surveys we learned that our customers wanted to be able to pay their bills online, so in 2009 we launched My H2O Online, our online self-service site.

We also learned that our customers wanted more information on how to conserve water and save money, so we added areas to our website where they could easily find tools and tips. By visiting our corporate and state websites you can find conservation tips, download water and money-saving leak detection kits and review yearly water quality reports. We also have an extensive section dedicated to providing answers to frequently asked questions and a Learning Center that features information about our company, our industry, and what it takes to provide good service.

Good service results in greater customer satisfaction. Every day, we receive letters from across the country thanking our employees for a job well done. They are commended for their vast knowledge of water issues, their willingness to do all that is required to quickly correct any service problems and their involvement in and support of community events. Willingness to serve our customers well is a fundamental part of being an American Water employee.