Intermediate Cust Relations Specialist

aquaamerica; Pittsburgh (Allegheny County); On-site; USD 55,000 - 75,000; Full time

Job summary

Essential Utilities, Inc. is seeking an Intermediate Compliance Specialist to join the Pittsburgh, PA team. The role involves researching customer information, responding to PA PUC complaints and payment requests, and preparing documentation for legal proceedings.

The position requires familiarity with PA PUC regulations, strong analytical skills, and the ability to work with cross-functional teams to improve compliance and customer service. Travel to sites may be required.

Qualifications

• Knowledge of PA PUC regulations and company policies
• Excellent computer skills including SAP and MS Office
• Ability to multitask and work independently or in a team environment

Responsibilities

• Research and investigate customer information to respond to PA PUC complaints and payment arrangement requests.
• Provide documentation to legal counsel for formal complaints and serve as expert witness in hearings.
• Identify causes of customer complaints through root-cause analysis and recommend system or training changes.
• Update customer accounts with closing decisions from PUC and establish payment agreements.

Skills

Regulatory compliance

Customer service

Root cause analysis

Communication

Education

Bachelor's degree in business/communications/related field

Tools

SAP

Microsoft Office

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.

Are you looking for a fantastic career at People's Natural Gas? We have a great opportunity for an Intermediate Compliance Specialist to join our team in Pittsburgh, PA!

Essential Duties

• Under general direction, research and investigate customer information to provide a complete and accurate response to PA PUC complaints and payment arrangement requests.
• Research and investigate customer information and provide documentation to legal counsel for cases which have appealed the PUC decisions and chosen to file a formal complaint. Serve as an expert witness in formal complaint hearings and teleconferences.
• Identify causes of customer complaints through root cause analysis. Such problem identification shall include determining if the problem is of human or system nature and providing a recommendation for reducing future incidents (i.e. system change, employee training, etc.).
• Answer and resolve customer complaints received as escalated complaints from the Better Business Bureau, Office of Attorney General, State Legislators and any other agency as needed in a timely manner.
• Update customer accounts with closing decisions from PUC daily. Properly establish payment agreements and document accounts as required.
• Provide feedback from cases handled to support coaching and/or training of personnel to increase compliance, improve customer service and prevent future complaints of a similar nature.
• Support the Lead Compliance Specialist and fellow Customer Relations Specialists as is needed and directed.

Qualifications

• Proven experience and demonstrated success in the utility industry, with knowledge of industry regulations and customer service practices.
• Knowledge of PUC regulations and Company policies and practices.
• Bachelors degree in business/communications/other related field preferred.
• Demonstrated experience may be substituted for preferred education.

Knowledge, Skills and Abilities

• Knowledge of PA PUC regulations, PNG policy, practices, procedures.
• Excellent computer skills and software applications, such as SAP and Microsoft Office.
• Strong ability to multi-task activities, resources, and time.
• Ability to work in as an independent and with others in a supportive team environment.
• Strong decision making skills.

Working Conditions / Physical Demands

Working conditions may include approximately 20% travel to work sites of PNG and/or other constituents. Perform sedentary work- exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body.

See, hear, talk, and perform tasks requiring manual dexterity. Operate standard office equipment.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function(s).

Equal Employment Opportunity Statement

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.