Customer Service Representative - North Shore, Pittsburgh

Essential Utilities, Inc.

3d•Onsite

About The Position

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. Over 130 Years in Pittsburgh. Daytime Hours. Great Benefits from Day 1. Starting rate is over $21/hour. In 18 months this could progress to $24/hour! If you're looking for a Stable and Reliable career with a Growing utility company with over 130 years of serving Western Pennsylvania... We are looking for you to join our Home Town team! Do you have stellar customer service skills? A passion to help your community? Experience working in a fast paced environment? Peoples offers a competitive benefit package including paid time off, consistent work schedules, opportunities for advancement, & more! At Peoples, we are more than just an energy provider. We are a company that is truly passionate about serving our community and Making Lives Better. Our Customer Service Representative will be responsible for satisfying a broad array of customer needs, resolving routine to complex billing issues, adhering to PUC guidelines and performing and maintaining credit and collection activities. Individuals will need to exercise judgment within a framework as established by supervision. This position provides an opportunity to progress to higher levels with experience.

Requirements

Excellent PC skills including mouse navigation, computer software skills (such as Microsoft Office).
Able to operate computerized and standard office equipment.
Must be proficient in all computer applications including Outlook email.
Ability to work and multi-task in a high volume and fast paced environment.
Excellent written & verbal communication & interpersonal skills; able to address complex customer needs and determine appropriate action independently.
Strong negotiations skills to resolve problems.
Ability to utilize multiple screens and systems to resolve customer inquiries.
Able to follow procedures, process work load and help customers, while using independent thinking and good judgment.
Organized, detail oriented, exercise discretion while operating within complex PUC regulatory requirements.
Must be flexible & able to maintain professional disposition during diverse & stressful conditions.
Reliable, regular attendance is an essential function of this job.

Responsibilities

Answer inbound calls, and when required make outbound customer calls.
Independently respond to and resolve customer questions, concerns, and complaints via calls and correspondence.
Provides prompt and accurate service to promote an excellent customer experience while utilizing complex computer systems.
Identify, review and resolve complex billing issues including errors.
Perform credit identification for new applicants
Schedule service orders to address service issues including emergency orders.
Assessing customer needs and educating customers on procedures and services.
Clarify information, research every issue and provide solutions and alternatives.
Enter customer meter reads utilizing complex SAP system to identify, track and document correspondence, issues, actions, and resolutions.
Provide administrative and clerical support as needed within the Customer Service Center.