Operations Support Specialist

Essential Utilities Corporation - Pittsburgh, PA

Full-time

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 regulatory reporting within the company. This position involves responding to inbound calls, managing accounts, and compiling data for regulatory compliance, all while providing excellent customer service and support to the Operations Center Specialists.

Responsibilities

• Respond to a variety of inbound calls including emergency leaks and incident calls, gathering necessary information quickly and accurately.
• Manage and monitor accounts turned off as reported on the Interruption Log and contact ratepayers to confirm knowledge of gas service turned off.
• Research and investigate property owner information from online county tax websites and make necessary phone attempts or send registered letters.
• Create customer service work orders using SAP and process SIR forms received from plumbers.
• Validate plumber OQ qualifications and ensure completeness of information as required by regulation.
• Compile, research, and update data for regulatory reporting including Emergency Response Reports and PUC Reporting/Compliance.
• Analyze IVR/Call reporting for the Operations Center and track individual performance measures.
• Communicate with customers for at-risk appointments and reschedule as necessary to support Customer Appointment Performance goals.
• Update and track all 'Alternate Main/Go With Gas accounts/paperwork and maintain data integrity/mapping.
• Provide support as necessary to Operations Center Specialists.

Requirements

• Associate's degree preferred or equivalent experience in a related field.
• Two years of experience in a customer service-related field, with experience in field or gas field operations desired.
• Proficient in Microsoft Excel, Word, PowerPoint, SharePoint, and Outlook.
• Strong communication skills, both written and verbal, with the ability to communicate effectively in all situations.
• Good time management skills and the ability to prioritize and manage multiple projects simultaneously.

Nice-to-haves

• Experience with inbound/outbound customer calls.
• Demonstrated ability to work in a close environment with distractions and as part of a team.

Benefits

• Health insurance
• Opportunities for advancement