Operations Center Specialist

Png Companies - Pittsburgh, PA

Full-time - Entry Level

Pittsburgh, PA

Utilities

About the position

The Operations Center Specialist at Essential Utilities, Inc. plays a crucial role in ensuring the efficient operation of field customer service and field operations. This position is responsible for defining requirements, preparing plans, and organizing personnel needs to facilitate effective service delivery. The specialist will handle all after-hours emergency calls from customers, coordinating field responses through established protocols to ensure public safety. This includes working closely with 911 centers and local emergency services to gather critical data for timely responses to emergencies. In addition to emergency response coordination, the Operations Center Specialist will schedule daily work assignments, manage time-off requests, and determine if additional resources are necessary. Effective communication with field personnel regarding work assignments is essential, as is monitoring and realigning work to ensure completion throughout the day. The specialist will also manage cyclical maintenance and compliance work, ensuring that resources are utilized effectively and that compliance is achieved. This involves planning monthly work by incorporating program work into promised work, equalizing work levels, and maintaining productivity to reduce overtime costs. The role requires acting as the primary liaison between field supervision and personnel during incidents, outages, and other occurrences. The specialist will be responsible for researching and delivering status updates and impact information, coordinating communication to affected customers, and ensuring data accuracy. Utilizing mapping and GPS-based software is critical for maintaining and improving response times to emergencies and customer appointments. The specialist will also handle PA One Call notifications for damages and prepare associated reports in a timely manner.

Responsibilities

• Define requirements and prepare plans for efficient Field Customer Service and Field Operations.
• Handle after-hours emergency calls and coordinate field response to ensure public safety.
• Schedule daily work assignments and manage time-off requests, adjusting resources as needed.
• Communicate with field personnel regarding work assignments and monitor progress throughout the day.
• Manage cyclical maintenance and compliance work to ensure effective resource utilization and compliance achievement.
• Act as the primary liaison between field supervision and personnel during incidents and outages.
• Research and deliver status and impact information during incidents, coordinating communication to impacted customers.
• Utilize mapping and GPS software to improve response times and manage work assignments effectively.
• Place PA One Call notifications for damages and prepare damage reports in a timely manner.

Requirements

• Understanding of natural gas public utility and natural gas field operations preferred.
• Entry-level position; experience in dispatching preferred.
• Experience with analyzing data to identify problems and issues.
• Ability to work flexible schedules, including holidays, nights, weekends, and emergencies.
• Experience with electronic mapping programs.
• Bachelor's degree preferred; related experience may substitute for education.

Nice-to-haves

• Good computer software skills, including Microsoft Office (Excel, Word, PowerPoint) and SharePoint.
• Ability to maintain composure in a fast-paced environment with continual disruptions.
• Strong planning, attention to detail, scheduling, and time management skills.
• Ability to prioritize and manage multiple projects simultaneously.
• Ability to analyze data and present alternatives, recommendations, and solutions.
• Ability to adapt to change quickly and foster teamwork.
• Good communication skills, including written, verbal, and interpersonal relationships.

Benefits

• Competitive and comprehensive benefits package.
• Commitment to career growth opportunities.