Operations Center Dispatch & Data Specialist

Aqua, Inc.; Pittsburgh (Allegheny County); On-site; USD 28,929 - 35,817; Full time

Job summary

Essential Utilities, Inc. seeks a detail‑driven Customer Service Associate to support the Operations Center and regulatory reporting efforts. You will respond to inbound calls, verify information, create SAP work orders, and monitor accounts to resolve issues promptly.

You will compile data for PUC reporting, track outages and performance metrics, and coordinate with plumbers and field staff. Proficiency in Excel, SharePoint, and multiple internal systems is essential.

Qualifications

• Two years experience in customer service related field.
• Associates Degree preferred.

Responsibilities

• Respond to inbound calls (emergency leaks, odor, incident calls, Call Center, field workers, plumbers, after hours warranty customers); gather information quickly to determine the extent of the situation.
• Manage/monitor accounts turned off and contact ratepayer to confirm knowledge of gas service.
• Create customer service work orders (emergency and non-emergency) using SAP.
• Process SIR forms received from plumbers and validate plumber qualifications and completeness of information.
• Monitor Temporary Service accounts and ensure paperwork is complete and signed.
• Compile, research, and update data for regulatory reporting (PUC).
• Analyze IVR/Call reporting for Operations Center and track performance metrics.
• Distribute monthly Disconnected Meter Report for regulatory reporting.

Skills

Customer service experience

Microsoft Excel

Communication skills

Time management

Teamwork

Education

Associates Degree preferred

Tools

SAP

DigTrack/811

VENTYX

GL Essentials

Veriforce

SharePoint

TrackStar

Job description

Essential Utilities, Inc. seeks a detail‑driven Customer Service Associate to support the Operations Center and regulatory reporting efforts. You will respond to inbound calls, verify information, create SAP work orders, and monitor accounts to resolve issues promptly.

You will compile data for PUC reporting, track outages and performance metrics, and coordinate with plumbers and field staff. Proficiency in Excel, SharePoint, and multiple internal systems is essential.