Operations Center Specialist

About the role

Essential Utilities, Inc. is a leading provider of water, wastewater, and natural gas services across 10 states. We are dedicated to delivering safe, reliable, and efficient services that enhance the quality of life for our communities. Our commitment to sustainability, operational excellence, and superior customer service is reflected in our comprehensive benefits package and career growth opportunities.

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
• 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
• 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
• 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
• Track outages and damages, prepare monthly Outage report supporting Company goal/DIMP regulatory reporting
• Track customer appointment performance supporting department/company goal
• Assign customer service work orders in mobile dispatch (VENTYX) as necessary

Requirements

• 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

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

Benefits

Essential Utilities, Inc. offers a competitive and comprehensive benefits package, including a commitment to career growth opportunities and premier employer status.

Pay

$22.94/HR

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
• Office environment, sitting for extended periods of time
• Visual acuity, hearing, communicating, manual dexterity and repetitive motions
• Able 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

Equal Opportunity/Affirmative Action Employer

Essential Utilities, Inc. is an Equal Opportunity/Affirmative Action employer. We are 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).