Intermediate Community Assistance Specialist

Essential Utilities, Inc.

5d•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. Are you looking for a fantastic career at People's Natural Gas? We have an outstanding opportunity for a Intermediate Community Assistance Specialist II to join our team on a full-time, direct basis at our office in Pittsburgh, PA! Support ratepayer and government funded programs for the benefit of the Company and the Customer, ensuring that customers are properly enrolled in eligible programs, records are well maintained and required reporting is prepared. 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.

Requirements

High school diploma/GED required.
2-4 years relevant experience.
Must be proficient in Microsoft Office (Email, Word, Excel, PowerPoint)
Excellent written and verbal communications skills; communicate effectively (clearly, concisely and professionally) with internal customers.
Strong customer service and sensitivity skills
Ability to work well under pressure
Ability to work on multiple projects simultaneously and adapt to changing priorities in a fast-paced environment
A team player able to work effectively in a team fostered multi-tasking environment
Strong knowledge of PA PUC regulations, PNG policy, practices, procedures including Universal Service Regulation, 52 PA Code, PUC Chapter 56 and 66 PSA, Chapter 14, as well as other related dept. guidelines.

Responsibilities

Screen customers for eligibility to participate in all available Company, Governmental and Third Party programs such as, but not limited to: CAP, LIURP, ERP, DEF Hardship, LIHEAP.
Complete all tasks required to allow customer to receive full benefits of eligible programs, such as completion of LIHEAP tasks, reviewing and approving Hardship grants, and enrolling customers into programs using SAP.
Maintain records of program eligibility and expenditures in support of audits performed by PA PUC, PA Department of Human Services, PSC of KY and other internal or external audits.
Support periodic and on-demand reporting of program participation and benefits as needed.
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.).
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.
Assists with other tasks or projects as assigned.