Program Support Specialist - Water Utilities (12-Month)

Environmental Resources Management, Inc.; Malvern (Chester County); On-site; USD 42,000 - 64,000; Full time

Job summary

Environmental Resources Management, Inc. (ERM) is seeking a Utility Support Specialist to join our Bryn Mawr, PA team.

You will provide customer service, administrative support, data management, and program coordination for Lead Service Line (LSL) sampling and replacement programs. The role reports to client offices and serves as a key liaison among customers, field staff, project teams, and program stakeholders.

Qualifications

• High school diploma or equivalent required; associate or bachelor's degree preferred.
• 1–3 years of experience in customer service, administrative support, or program coordination.
• Strong customer service and communication skills.
• Excellent organizational and multitasking abilities.
• Proficient with Microsoft Office (Outlook, Excel, Word, Teams).

Responsibilities

• Answer incoming customer calls and return voicemails.
• Manage and respond to customer, client, and internal email inquiries.
• Coordinate with homeowners on service line investigations and sampling programs.
• Provide support through Microsoft Teams and other communication platforms.
• Maintain daily activity logs, tracking reports, and program spreadsheets.
• Review, update, and close completed work orders.
• Process invoices and support billing activities.
• Create work orders for identified galvanized service lines.
• Prepare, distribute, and track contracts electronically and through mail correspondence.
• Update GIS systems and program databases.
• Track water kit requests and maintain customer records.
• Coordinate water sampling kit deliveries, pickups, and related logistics.
• Support customer outreach initiatives.
• Assist field staff and project teams with scheduling and operational needs.
• Complete expense reports and timesheets.
• Support special projects and priority assignments as directed.
• Prepare monthly customer correspondence and program communications.
• Conduct data reviews and quality assurance checks.
• Transfer and organize program data between systems.
• Generate reports and attend project meetings.

Skills

Customer service

Administrative support

Data entry

Microsoft Office

Education

High school diploma or equivalent

Tools

GIS

CRM

Work order systems

Job description

Environmental Resources Management, Inc. (ERM) is seeking a Utility Support Specialist to join our Bryn Mawr, PA team.

You will provide customer service, administrative support, data management, and program coordination for Lead Service Line (LSL) sampling and replacement programs. The role reports to client offices and serves as a key liaison among customers, field staff, project teams, and program stakeholders.