Operations Center Specialist - Utilities & Customer Support

Essential; Wilkinsburg (Allegheny County); On-site; USD 33,000 - 46,000; Full time

Job summary

Aqua America, Inc. in Wilkinsburg, PA is seeking an Operations Center Specialist to handle inbound calls, create SAP work orders, and support regulatory reporting. You will monitor service status, verify information, and coordinate with field teams to ensure timely responses.

The role requires strong communication, attention to detail, and ability to manage multiple tasks in a fast-paced environment. Associates degree preferred and flexibility for schedule variations may be needed.

Qualifications

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

Responsibilities

• Respond to a variety of inbound calls (emergency leaks, odor, incident calls, Call Center, field workers, plumbers, after hours warranty customers); gather necessary information quickly and accurately to determine the extent of the situation.
• 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 and related reports.

Skills

Customer service

Gas distribution knowledge

Excel

Outlook

Word

PowerPoint

SharePoint

Education

Associates Degree preferred

Tools

SAP

DigTrack/811

VENTYX

GL Essentials

Veriforce

SharePoint

TrackStar

Job description

Aqua America, Inc. in Wilkinsburg, PA is seeking an Operations Center Specialist to handle inbound calls, create SAP work orders, and support regulatory reporting. You will monitor service status, verify information, and coordinate with field teams to ensure timely responses.

The role requires strong communication, attention to detail, and ability to manage multiple tasks in a fast-paced environment. Associates degree preferred and flexibility for schedule variations may be needed.