Intermediate Cust Relations Specialist

Essential Utilities, Inc. delivers safe, clean, reliable services that improve quality of life for individuals, families, and entire communities.

• →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.

• Proven experience and demonstrated success in the utility industry, with knowledge of industry regulations and customer service practices.
• Knowledge of PUC regulations and Company policies and practices.
• Bachelors degree in business/communications/other related field preferred.
• Demonstrated experience may be substituted for preferred education.

• 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.
• Ability to work in as an independent and with others in a supportive team environment.
• Strong decision making skills.

• Working conditions may include 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.

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.
Essential Utilities is 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).  
To maintain the integrity of the recruitment process and to avoid real or perceived conflicts of interest due to employment and/or assignment of family members and personal referrals, specific guidelines apply to the hiring and assignment of these individuals including, but not limited to:

• Family members cannot result in a supervisor/subordinate reporting relationship
• Family members cannot work in the same department.