Operations Support Specialist

Essential Utilities Corporation - Pittsburgh, PA

Full-time - Entry Level

Pittsburgh, PA

Construction of Buildings

About the position

The Operations Support Specialist at Essential Utilities, Inc. plays a crucial role in ensuring the efficient operation of customer service and emergency response for water and gas services. This position involves responding to inbound calls, managing service interruptions, and maintaining accurate records for regulatory compliance. The specialist will also support the Operations Center by tracking performance metrics and assisting with various administrative tasks related to customer service and operational reporting.

Responsibilities

• Respond to inbound calls regarding emergency leaks, odors, and incidents, gathering necessary information to assess the situation.
• Manage and monitor accounts reported on the Interruption Log, confirming knowledge of gas service interruptions with ratepayers.
• Research property owner information using online county tax websites and communicate with them as necessary.
• Create customer service work orders in SAP for both emergency and non-emergency situations.
• Process SIR forms from plumbers and validate their qualifications as required by regulations.
• Schedule customer service work orders and ensure accuracy of required paperwork for Temporary Service installations.
• Compile and analyze data for regulatory reporting, including Emergency Response Reports and PUC compliance reports.
• Track and report on Operations Center performance metrics, including call handling and customer appointment performance.
• Assist in updating and maintaining various operational spreadsheets and databases.

Requirements

• Two years of experience in a customer service-related field.
• Experience in field or gas field operations is desired.
• Demonstrated ability to communicate effectively in all situations.
• Proficiency in Microsoft Excel, Word, PowerPoint, SharePoint, and Outlook.
• Strong attention to detail and time management skills.

Nice-to-haves

• Associate's degree preferred, but related experience may substitute for education.
• Experience with inbound/outbound customer calls.

Benefits

• Health insurance
• Opportunities for advancement