Emergency Operations Center Analyst

Aqua America, Inc.; Pittsburgh (Allegheny County); On-site; USD 65,761,000 - 88,971,000; Full time

Job summary

Essential Utilities, Inc. is seeking a Customer Service Specialist to respond to inbound calls (emergency leaks, odor, incidents), gather information quickly, and provide accurate guidance on next steps.

The role uses SAP and other systems to create service orders, track regulatory reporting, and coordinate with field crews for gas service interruptions while maintaining data integrity and strong customer communication.

Qualifications

• Two years experience in customer service related field.
• Associates Degree preferred.
• Demonstrated ability to communicate effectively in all situations.
• Must have ability to work flexible schedules and overtime as needed.

Responsibilities

• Respond to inbound calls (emergency leaks, odor, incidents) and gather necessary information.
• Provide accurate information and take appropriate action based on the situation.
• Create customer service work orders in SAP and process forms from plumbers.
• Track regulatory reporting and IVR/call metrics for Operations Center.
• Assign and monitor work orders in mobile dispatch (VENTYX) as required.

Skills

Customer service

Communication

Time management

Teamwork

Education

Associate degree preferred

Tools

SAP

DigTrack/811

VENTYX

GL Essentials

Veriforce

SharePoint

TrackStar

Job description

Essential Utilities, Inc. is seeking a Customer Service Specialist to respond to inbound calls (emergency leaks, odor, incidents), gather information quickly, and provide accurate guidance on next steps.

The role uses SAP and other systems to create service orders, track regulatory reporting, and coordinate with field crews for gas service interruptions while maintaining data integrity and strong customer communication.