Intermediate Cust Relations Specialist

About the role

Essential Utilities, Inc. is seeking an Intermediate Compliance Specialist to join their team in Pittsburgh, PA. This position is part of the People's Natural Gas brand.

Responsibilities

• Research and respond to cases submitted by customers to regulatory bodies such as the PUC, OCA and Office of Attorney General or any other elected official.
• Resolution of such cases as well as identification of root causes are key focuses.
• Act as witness for the Company representing the customer's records in formal proceedings.
• 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 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.
• Strong decision making skills.

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.
• Strong decision making skills.

Working Conditions/Physical Demands

• 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.

Equal Opportunity Employer

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.