Operations Center Specialist

aquaamerica; Pittsburgh (Allegheny County); On-site; USD 41,400 - 50,600; Full time

Benefits offered by this job

Competitive benefits package

Career growth opportunities

Job summary

Essential Utilities, Inc. delivers safe, clean, reliable services and operates under Aqua, Peoples and Delta brands, serving millions across multiple states. The role focuses on handling inbound calls, processing service work orders in SAP, and ensuring accurate data for regulatory reporting.

A competitive benefits package and growth opportunities are emphasized. The position requires strong communication, attention to detail, and the ability to work in a team-oriented environment within an

Qualifications

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

Responsibilities

• Respond to inbound calls and gather information to assess the situation.
• Create customer service work orders using SAP.
• Monitor and manage accounts with interrupted service and contact customers as needed.
• Compile data for regulatory reporting and IVR/call metrics.
• Coordinate with Operations Center and other departments to support service restoration.
• Update tracking spreadsheets and perform data entry across multiple systems.

Skills

Customer service

Communication

Time management

Multi-tasking

Attention to detail

Teamwork

Microsoft Excel

Microsoft Word

PowerPoint

Education

Associates Degree preferred

Tools

SAP

DigTrack/811

VENTYX

GL Essentials

Veriforce

SharePoint

TrackStar

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.

Pay Rate: $22.94/HR

What You’ll Do

• Respond to a variety of inbound calls (emergency leaks, odor, incident calls, Call Center, field workers, plumbers, after hours warranty customers); gathers necessary information quickly and accurately to determine the extent of the situation. Provide accurate information, and take appropriate action.
• Manage/monitor accounts turned off as reported on Interruption Log. Contact ratepayer to confirm knowledge of gas service turned off. Make arrangements as necessary. Research and investigate property owner information from on-line county tax websites. Make phone attempts, send registered letters as necessary. Reduce Company exposure from damage claims.
• Create customer service work orders (emergency and non-emergency) using SAP.
• Process SIR forms received from plumbers. Validate plumber OQ qualifications and completeness of information as required by regulation. Schedule customer service work order.
• Manage /monitor accounts where Temporary Service was installed. Ensure accuracy of required paperwork, including customer signature, and follow-up to ensure Temp Service is removed as required in Company SOP.
• Compile, research and update data for regulatory reporting; Emergency Response Report (over 45 minutes, over 60 minutes), Dispatch Emergency Response (by Ops Specialist) Report. PUC Reporting/Compliance.
• Compile, analyze IVR/Call reporting for Operations Center. Time Available, Unanswered/Dropped calls report, Routing State Reason, Log In/Out Report, Calls In/Out Weekend Report, Average Handle Time, Individual Phone Availability Report. Tracking Operations Center individual performance measures.
• Compose and distribute monthly Disconnected Meter Report for regulatory reporting that supports PUC field audits.

Secondary Duties

• Communicate with customers for at‑risk appointments; rescheduling as necessary to support Customer Appointment Performance goals.
• Update and track all 'Alternate Main/Go With Gas accounts/paperwork; review for accurate information; maintaining data integrity/mapping.
• Gather data, track referrals to prepare Homeworks & Peoples Protection Program invoices.
• Update Construction Meter Set spreadsheet as needed.
• Create SAP capital project numbers for damages, emergency service/curb replacements supporting project costs and time card reporting.
• Access numerous systems and applications to update information, document actions, provide information as required. (SAP, DigTrack/811, VENTYX, GL Essentials, Veriforce, SharePoint, TrackStar)
• Provide support as necessary to Operations Center Specialists.
• No Gas Low Pressure/Outage Reporting Track outages and damages, prepare monthly Outage report supporting Company goal/DIMP regulatory reporting.
• Customer Appointment Performance Reporting Track customer appointment performance supporting department/company goal.
• Assign customer service work orders in mobile dispatch (VENTYX) as necessary.

What You’ll Bring

• Knowledge of company policies, practices, and procedures and Gas Distribution.
• Good computer software skills, fluent in Microsoft Excel, Word, PowerPoint, SharePoint, Outlook.
• Attention to detail, follow through on issues in a timely manner.
• Time management skills, ability to prioritize and manage multiple projects simultaneously; ability to multi‑task.
• Good communication skills, including written, verbal, and interpersonal relationships.
• Ability to work in a close environment with distractions.
• Ability to work as part of a team.
• Experience with inbound/outbound customer calls.
• Reliable/dependable.

Experience/Minimum Qualifications

• Two years experience in customer service related field.
• Experience in field or gas field operations desired.Demonstrated ability to communicate effectively in all situations.
• Associates Degree preferred.
• Demonstrated related experience may substitute for preferred education.
• Must have ability to work flexible schedules, ability to work overtime as operationally needed.

Working Conditions/Physical Demands

• Perform light work - exerting up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
• Working conditions are office environment, sitting for extended periods of time.
• Physical demands include visual acuity, hearing, communicating, manual dexterity and repetitive motions.
• Position requires the ability to use a computer, computer keyboard, copier, fax machine, radio, headset, telephone, cell phone multiple applications (and related office equipment).
• May be required to re‑locate to DR site/Wilkinsburg at times.

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.