Customer Service Representative - North Shore, Pittsburgh

aquaamerica; Pittsburgh (Allegheny County); On-site; USD 27,552 - 33,062; Full time

Job summary

Essential Utilities, Inc., operating as Aqua and Peoples and Delta brands, is seeking a Customer Service Representative in Pittsburgh to be the primary contact for customers, handling inquiries and billing issues with a focus on accuracy and courtesy.

You will resolve routine and complex billing questions, support credit and collection activities, and work within PUC guidelines to promote a positive customer experience. The role features daytime schedules and a stable team environment.

Qualifications

• Excellent PC skills and proficiency with Microsoft Office.
• Proficient in Outlook and other computer applications.
• Able to multitask in a high volume, fast-paced environment.
• Strong written and verbal communication and interpersonal skills.
• Ability to use multiple screens and systems to resolve inquiries.
• Follow procedures and exercise good judgment under pressure.
• Organized, detail-oriented, and compliant with PUC rules.
• Flexible and professional under stressful conditions.

Responsibilities

• Answer inbound calls and outbound follow-ups, resolving questions and complaints.
• Provide prompt service using complex computer systems.
• Identify and resolve complex billing issues and perform credit identification.
• Schedule service orders, including emergency requests.
• Educate customers on procedures and services, researching issues and offering solutions.
• Enter meter reads in SAP and document communications and resolutions.
• Provide general administrative support in the Customer Service Center.

Skills

PC skills

Microsoft Office

Outlook

Multitasking

Verbal communication

Interpersonal skills

Negotiation

Multiple screens

Independent thinking

Good judgment

Detail-oriented

Discretion

Regulatory compliance

Tools

SAP

Job description

About the Company

Essential Utilities, Inc. delivers safe, clean, reliable services that improve quality of life for individuals, families, and communities. Operating as Aqua and Peoples and Delta brands, Essential serves about 5.5 million people across 10 states. We are committed to sustainable growth, operational excellence, a superior customer experience, and premier employer status.

Why Join Peoples

We offer starting pay of $20+/hour, opportunity to increase to $24+/hour within 18 months, comprehensive benefits starting Day 1, consistent daytime schedules, paid time off, career growth and advancement opportunities, and a supportive team environment with long-term stability.

About the Role

As a Customer Service Representative, you will serve as a key point of contact for our customers, delivering exceptional service while addressing a wide range of needs. You will resolve routine and complex billing inquiries, support credit and collection activities, ensure compliance with PUC guidelines, and help create a positive customer experience with every interaction.

Duties

• Answer inbound calls and make outbound customer calls when required, independently responding to and resolving customer questions, concerns, and complaints via calls and correspondence.
• Provide prompt and accurate service to promote an excellent customer experience while utilizing complex computer systems.
• Identify, review and resolve complex billing issues, including errors, and perform credit identification for new applicants.
• Schedule service orders to address service issues, including emergency orders.
• Assess customer needs and educate customers on procedures and services, clarify information, research every issue, and provide solutions and alternatives.
• Enter customer meter reads using a complex SAP system to identify, track, and document correspondence, issues, actions, and resolutions.
• Provide administrative and clerical support as needed within the Customer Service Center.

Qualifications

• Excellent PC skills, including mouse navigation and Microsoft Office; able to operate computerized and standard office equipment.
• Must be proficient in all computer applications, including Outlook email.
• Ability to work and multi‑task in a high volume and fast‑paced environment.
• Excellent written and verbal communication and interpersonal skills; able to address complex customer needs and determine appropriate action independently; strong negotiation skills to resolve problems.
• Ability to utilize multiple screens and systems to resolve customer inquiries.
• Able to follow procedures, process workload, and help customers while using independent thinking and good judgment.
• Organized, detail‑oriented, exercise discretion while operating within complex PUC regulatory requirements.
• Must be flexible and maintain a professional disposition during diverse and stressful conditions.

Employment Status

Reliable, regular attendance is an essential function of this job.

Equal Opportunity Employer

Essential Utilities, Inc., is an Equal Opportunity/Affirmative Action employer. Equal employment opportunity is provided to all employees and applicants for employment without regard to the following legally protected characteristics: race, color, religion, sex, national origin, age, pregnancy (including childbirth and related medical conditions, including medical conditions related to lactation), physical or mental disability, covered‑veteran status, genetic information (including testing and characteristics), sexual orientation, gender identity or expression or any other characteristic protected by applicable local, state or federal law. Essential Utilities is committed to providing reasonable accommodation to individuals with disabilities. If you have a condition that may prevent you from applying for a job online or need to request an accommodation during the interview process, please call (1‑877‑271‑9012).

To maintain the integrity of the recruitment process and to avoid real or perceived conflicts of interest due to employment and/or assignment of family members and personal referrals, specific guidelines apply to the hiring and assignment of these individuals including, but not limited to:

• Family members cannot result in a supervisor/subordinate reporting relationship.
• Family members cannot work in the same department.