20 American Water Interview Questions and Answers

As one of the largest water and wastewater utility companies in the United States, American Water is always looking for qualified candidates to join their team. If you’re interested in applying for a job with American Water, you can expect to be asked a variety of questions about your experience, qualifications, and goals.

To help you prepare for your interview, we’ve compiled a list of some of the most common American Water interview questions. With these questions and our sample answers, you’ll be ready to impress your interviewer and land the job you want.

American Water Interview Process

The interview process at American Water can vary depending on the position you are applying for. For some positions, like Customer Service Representatives, Operator, and Operations Specialist, the process is relatively quick and easy. For other positions, like Financial Analyst or Engineer, the process may be more difficult and technical. Overall, the experience seems to be positive, with friendly and helpful interviewer

1. Tell me about a time you had to deal with an angry customer.

American Water wants to know how you handle stressful situations and how you can use your problem-solving skills to help customers. This question also helps the interviewer determine if you have experience working with challenging customers, which is an important part of this role.

Example: “I had a customer who was upset because her water bill was higher than usual. I listened to her concerns and asked questions to understand what caused the increase. After looking at our records, I realized that she hadn’t paid her last two bills. Once I explained why her bill was so high, she understood and paid it immediately.”

2. What are your goals for the next five years?

American Water is looking for candidates who have a strong desire to grow and develop their career. When answering this question, it can be helpful to include your short-term goals as well as your long-term goals.

Example: “I would like to continue my education in the next five years by earning my master’s degree in business administration. I also plan on continuing to work hard at my job and learn from my coworkers and supervisors. In five years, I hope to have been promoted to a management position.”

3. How do you handle stress and pressure?

American Water is a company that requires its employees to work under pressure and deadlines. The interviewer wants to know how you handle stress, especially when it comes to working with customers or other team members. Show the interviewer that you can remain calm in stressful situations by providing an example of a time you faced a similar situation and succeeded.

Example: “I have worked for many different companies throughout my career, so I’ve had plenty of experience handling high-pressure situations. In one instance, I was working as a customer service representative at a call center. One day, we received over 1,000 calls from customers who were experiencing issues with their water bills. We had to prioritize which calls needed to be answered first, and I helped train some new hires on how to answer questions about billing. By the end of the day, all of our customers had been assisted.”

4. What aspect of Customer Service do you find the most challenging? Why?

American Water is looking for candidates who can provide excellent customer service to their customers. This question helps them determine if you have the skills and experience necessary to succeed in this role. When answering, make sure to highlight your interpersonal and communication skills.

Example: “The most challenging aspect of customer service is when a customer is upset or angry. I find that it’s important to remain calm and listen to what they are saying. Once they feel heard, they are more likely to be satisfied with the outcome. In my last position, I had a situation where a customer was very upset about an issue with their water bill. I listened to their concerns and explained our billing process. After explaining everything, they were much happier.”

5. Do you have any experience working in waste water treatment plants?

American Water operates water and wastewater treatment plants in many states. The company wants to know if you have experience working with the unique challenges of these facilities, such as managing large amounts of waste or handling hazardous materials. If you do not have direct experience, consider discussing how you would approach a new job in this type of facility.

Example: “I don’t have any experience working in a wastewater treatment plant, but I am eager to learn more about the industry. In my current position, I worked on a team that handled both water and wastewater treatment. We had to be aware of the different regulations for each process and ensure we were following all safety protocols. I think this experience has prepared me well for a role at American Water.”

6. Describe a situation where you had to provide exceptional service to a customer.

American Water is looking for candidates who can provide excellent customer service. This question allows you to show your communication skills and ability to solve problems.

Example: “I once had a customer call me at home because they were having issues with their water pressure. I told them that I would be there as soon as possible, but it might take me an hour or so to get there. The customer was okay with this, and when I arrived, the issue turned out to be something simple. They thanked me profusely for coming out on such short notice.”

7. Give me an example of when you went above and beyond for a customer.

American Water is looking for employees who are passionate about customer service. This question helps them determine if you have any experience going above and beyond to help a customer.

Example: “When I worked at my previous job, we had a customer who was having issues with their water pressure. They called us multiple times because they were unsatisfied with the results of our troubleshooting. Finally, I went out to their house myself to check on the issue. It turned out that there was a leak in their underground pipes. I fixed it right away and even replaced some of their landscaping that was damaged by the leak.”

8. How would you prioritize your work if you were assigned conflicting tasks?

American Water is looking for candidates who can manage their time and work efficiently. This question helps the interviewer assess your ability to prioritize tasks, meet deadlines and balance competing responsibilities. Use examples from previous experience where you had to complete multiple projects at once or juggle different assignments.

Example: “In my last position as a water treatment plant operator, I was responsible for monitoring equipment performance, conducting daily maintenance checks and testing water samples. While these tasks were all important, I prioritized safety first by ensuring that all equipment was functioning properly before collecting water samples. Then, I would test the samples and enter the results into the database.”

9. Are you willing to be on call 24/7?

American Water is a 24/7 utility company, so the interviewer wants to make sure you understand this. They want to know that you are committed to working hard and being available when they need you.

Example: “Yes, I am willing to be on call 24/7. In my last position, I was on call for two weeks at a time, and it was no problem. I have a reliable support system in place with family and friends who can help me if I ever needed anything.”

10. What is your greatest strength and weakness?

This question is a common one in interviews, and it’s important to be prepared with an answer that shows your strengths while also being honest about any weaknesses you may have. When answering this question, think of two or three skills you possess that are relevant to the position and explain how they help you succeed.

Example: “My greatest strength is my ability to work well under pressure. I am able to stay calm when faced with challenging situations, which helps me find solutions quickly. My weakness is that sometimes I get so focused on solving problems that I forget to delegate tasks to others. This can lead to burnout if I don’t take breaks throughout the day.”

11. Have you ever worked on a team that was not focused or motivated?

American Water wants to know that you can motivate a team and get them working together. When answering this question, think of a time when your team was not motivated or focused on their work. Explain what you did to help the team become more productive and efficient.

Example: “I once worked with a group of people who were very competitive with each other. They would often try to outdo one another in front of customers and it made for an uncomfortable experience. I spoke with everyone individually about how they could improve their customer service skills without trying to be better than others. We then had a meeting where we discussed our goals as a team and how we could all achieve those goals while still providing excellent customer service.”

12. If hired, how long do you see yourself working at American Water?

This question is a great way for employers to learn about your long-term goals and how you plan to grow with the company. When answering this question, it can be helpful to mention any personal or professional goals that align with American Water’s mission statement.

Example: “I see myself working at American Water for many years to come. I am passionate about water conservation and would love to continue my career in this field as an employee of such a forward-thinking company. I have always wanted to work for a company that has a positive impact on the world, and I feel like American Water is just that.”

13. What motivates you as a member of a team?

American Water is a large company that operates in multiple states. They want to know how you will fit into their team and what motivates you as part of a group. Your answer should show your ability to work with others, communicate effectively and solve problems.

Example: “I am motivated by the opportunity to make a difference in people’s lives. I love working on teams where everyone has different skills and experiences. When we all come together, we can accomplish more than any one person could do alone. I also like being able to learn from my coworkers and help them when they need it.”

14. Would you work overtime if needed?

American Water often has projects that require overtime. The interviewer wants to know if you’re willing to work extra hours when needed and how well you can handle working under pressure.

Example: “I’m happy to work overtime if it’s necessary, but I prefer to get my work done during regular business hours. If there is a project that requires more time or attention than usual, I’ll do whatever it takes to ensure the job gets done on time. In fact, I’ve worked through lunch before in order to meet deadlines.”

15. Give a specific instance of a time when you had to make a decision without having sufficient information. What did you do?

American Water wants to know that you can make decisions in a timely manner and with limited information. This is an important skill for working as a utility company employee because you may need to make quick decisions about customer service or repairs when there’s no time to wait for more information.

Example: “When I worked at my previous job, we had a water main break during the night. The problem was reported by customers who noticed their water pressure was low. We didn’t have any way of knowing how bad the break was until the next morning when we could send someone out to investigate. In this case, I decided to call all affected customers to let them know what happened and that we would be sending crews out to fix it as soon as possible.”

16. What type of environment do you prefer to work in?

American Water is a large company with many different departments. The interviewer may ask this question to learn more about your personality and how you would fit in at American Water. To answer this question, think about the type of environment that makes you feel most comfortable. Consider what kind of work space you prefer, whether it’s quiet or busy, and what types of people you enjoy working with.

Example: “I thrive in an active environment where I can collaborate with others. In my last role as a water treatment specialist, I worked alongside two other specialists. We each had our own projects but also collaborated on larger tasks together. I enjoyed having someone else to bounce ideas off of and help me solve problems.”

17. What steps would you take to ensure customer satisfaction?

American Water is committed to providing excellent customer service. The company wants employees who can help it achieve this goal by implementing a plan for improving the quality of its customers’ experiences with the company. When answering this question, explain how you would use your communication skills and problem-solving abilities to ensure that American Water’s customers are happy with their interactions with the company.

Example: “I believe that one of the best ways to improve customer satisfaction is through effective communication. I would make sure that every employee understood what our goals were when it came to communicating with customers. I would also hold regular meetings where we discussed specific cases and reviewed how we could improve our responses. Another way I would improve customer satisfaction is by making sure that all of my coworkers understand the importance of solving problems quickly.”

18. Can you describe your approach to solving problems under pressure?

American Water is looking for candidates who can handle pressure and solve problems quickly. This question helps them determine how you approach a problem, your critical thinking skills and your ability to work under pressure.

Example: “I have experience working in a fast-paced environment where I had to solve problems on the fly. In my last position, we were having issues with our billing software. Customers were receiving their bills late or not at all. We worked as a team to troubleshoot the issue and found that there was an error in the system. We fixed the error and implemented new security measures to prevent it from happening again.”

19. Have you ever had to use conflict resolution skills?

American Water is looking for candidates who can work well with others and resolve conflicts. When answering this question, it’s important to highlight your interpersonal skills and ability to solve problems.

Example: “I have had to use conflict resolution skills in my previous position as a water treatment plant operator. One day, I noticed that the pH levels of our water were too high. This would’ve caused corrosion on the pipes, so I immediately informed my supervisor. My supervisor was able to determine that we needed more alkaline chemicals to balance out the pH levels. However, they didn’t have any left in stock. So, I suggested that we could add sodium hydroxide to raise the pH level. They agreed, and everything worked out.”

20. What qualities do you think make a good leader?

American Water is a large company with many employees. As such, they are looking for someone who can lead their team to success. When answering this question, it’s important to show that you have leadership qualities and can be a good leader.

Example: “I think the most important quality of a good leader is communication. I believe that leaders should always make sure that everyone on their team knows what they’re doing and why. This helps them feel more confident in their work and makes them more likely to succeed. Another important quality is confidence. A good leader needs to be confident in themselves and their decisions. They need to know that they can handle any situation and will do everything they can to help their team.”