Field Customer Service Technician

Aqua America, Inc.; Wilkinsburg (Allegheny County); On-site; USD 52,000 - 58,000; Full time

Job summary

Essential Utilities, Inc. seeks a Customer Serviceman to provide safe, reliable field support for natural gas customers, performing meter services, appliance servicing, leak investigation, and emergency response with a strong safety and service focus.

You will operate company vehicles, use gas-detection tools, document activities, and coordinate with dispatch and field teams. The role requires a high school diploma and a valid license, with rotating shifts and on-call duties.

Qualifications

• High school diploma or GED required.
• Valid driver's license with satisfactory record.
• Mechanical aptitude and ability to safely use hand and power tools.
• Ability to read procedures, maps, work orders, and technical docs.
• Strong customer service and verbal/written communication.
• Basic computer and mobile-data-entry skills.
• Ability to complete required company trainings and certifications.
• Ability to obtain and maintain operator qualifications.

Responsibilities

• Turn gas service on/off for customers and light/relight appliances.
• Install, exchange, and maintain meters and related equipment.
• Inspect and troubleshoot gas appliances for safety.
• Witness pressure testing and ensure code compliance.
• Investigate gas leaks and unsafe conditions; take action.
• Maintain records and operate an assigned company vehicle.
• Respond to customer inquiries with courteous service.
• Collaborate with field personnel to complete tasks safely.

Skills

Customer service

Mechanical aptitude

Reading technical docs

Driver's license

Education

High school diploma or GED

Tools

Gas meters

Gas-detection instruments

Job description

Essential Utilities, Inc. delivers safe, clean, reliable services that improve quality of life for individuals, families, and entire communities. Operating as the Aqua (water and wastewater services) and the Peoples and Delta (natural gas) brands, Essential serves approximately 5.5 million people across 10 states. We are committed to sustainable growth, operational excellence, a superior customer experience, and premier employer status - including a competitive and comprehensive benefits package as well as a commitment to career growth opportunities. We are advocates for the communities we serve and are dedicated stewards of natural lands, protecting more than 7,600 acres of forests and other habitats throughout our footprint. Our company is one of the most significant publicly traded water, wastewater service and natural gas providers in the U.S.

Position Summary

The Customer Serviceman is responsible for providing safe, reliable, and professional field customer service support to natural gas customers. This position performs skilled work associated with the distribution and regulation of natural gas to residential, commercial, and industrial customers. Responsibilities include meter services, appliance servicing, leak investigation, customer gas service activation and deactivation, safety inspections, and emergency response activities. The successful candidate will demonstrate a strong commitment to safety, customer service, and operational excellence.

SCHEDULE

Rotating shifts, including 5 x 8-hour and 4 x 10-hour schedules. Starting Pay: $39.64/HR

Key Responsibilities

• Turn natural gas service on and off for customers, including lighting, relighting, and shutting down furnaces, water heaters, ranges, and other gas appliances.
• Make service connections; install, exchange, and maintain meters; and perform authorized minor repairs to gas facilities and related equipment in accordance with Company procedures.
• Inspect, service, and troubleshoot residential and commercial gas appliances within the scope of Company procedures and the classification.
• Witness pressure testing of service and house lines and inspect installations for compliance with Company standards and applicable codes.
• Investigate reports of gas leaks, carbon monoxide concerns, low pressure, and other unsafe conditions involving customer- or Company-owned facilities; take appropriate action to protect life and property and leave the premises in a safe condition.
• Inspect Company- and customer-owned gas equipment for proper operation and safety.
• Use mobile devices, gas-detection instruments, data-collection equipment, and Company applications as required.
• Maintain accurate records, forms, reports, and other documentation associated with work activities.
• Safely operate and maintain an assigned Company vehicle and keep tools, equipment, and inventory clean, secure, and orderly.
• Respond to customer inquiries and provide courteous and professional customer service.
• Work independently and collaboratively with other field personnel to complete assigned work safely and efficiently.
• May perform duties of lower classifications as required.
• May assist with the training and work direction of employees in lower classifications, consistent with the collective bargaining agreement.
• Respond to natural gas emergencies and perform service-restoration duties as assigned, including work beyond the scheduled shift when required.
• Perform other related duties consistent with the job classification and collective bargaining agreement.
• Follow required work methods, operating procedures, personal protective equipment requirements, and traffic-control practices.
• Communicate promptly with dispatch, supervision, customers, emergency responders, and other work groups during routine and emergency assignments.

Minimum Qualifications

• High school diploma or GED required.
• Valid driver's license with a satisfactory driving record.
• Mechanical aptitude and ability to safely use hand and power tools.
• Ability to read, understand, and apply operating procedures, safety rules, maps, diagrams, work orders, and technical documents.
• Strong customer service and verbal and written communication skills.
• Basic computer, mobile-device, and electronic data-entry skills.
• Ability to successfully complete all required Company training, testing, demonstrations, and qualification processes within established timeframes.
• Ability to obtain and maintain all operator qualifications and other certifications required for assigned duties.

Preferred Qualifications

• Prior experience in natural gas operations, utility construction, field service, appliance repair, plumbing, HVAC, mechanical maintenance, or a related field.
• Experience working in a customer-facing environment.

Physical Requirements and Working Conditions

Ability to perform the essential functions of the job, with or without reasonable accommodation, including lifting, carrying, pushing, pulling, climbing, bending, kneeling, crouching, reaching, and working in restricted or confined areas. Ability to work outdoors in all weather conditions. to respond to emergencies and work extended or irregular hours when required. Must be available to work assigned shifts, weekends, holidays, overtime, emergency callouts, and on-call schedules, subject to the collective bargaining agreement. Must safely perform duties in customer premises and field settings with exposure to traffic, construction activity, uneven terrain, stairs, animals, noise, odors, natural gas, weather extremes, and other operational hazards. Must be able to wear required personal protective equipment and, when applicable, satisfy medical-clearance and fit-testing requirements for respiratory protection.

Safety and Employment Requirements

This is a safety-sensitive position. Employment is contingent upon successful completion of all applicable pre-employment screening, testing, and verification requirements. The successful candidate must comply with all applicable U.S. Department of Transportation (DOT) and Company requirements. position is subject to applicable DOT and Company drug and alcohol testing programs, including random testing where required. Must comply with all Company safety rules, regulations, and operating procedures. Continued employment requires maintaining all licenses, qualifications, certifications, and driving standards required for the position.

What We're Looking For

We are seeking safety-focused, dependable, and customer-oriented candidates who use sound judgment, communicate clearly, and remain composed during routine and emergency situations. Successful employees work effectively both independently and as part of a team, solve problems methodically, and take pride in supporting the safe and reliable delivery of natural gas service.

Equal Employment Opportunity

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).

Company Description

Essential Utilities, Inc. delivers safe, clean, reliable services that improve quality of life for individuals, families, and entire communities. Operating as the Aqua (water and wastewater services) and the Peoples and Delta (natural gas) brands, Essential serves approximately 5.5 million people across 10 states. We are committed to sustainable growth, operational excellence, a superior customer experience, and premier employer status - including a competitive and comprehensive benefits package. We are advocates for the communities we serve and are dedicated stewards of natural lands, protecting more than 7,600 acres of forests and other habitats throughout our footprint. Our company is one of the most significant publicly traded water, wastewater service and natural gas providers in the U.S.