Operations Support Specialist

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: $22.27/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 communicat