Utility Support Specialist (Field Based)

ERM•Philadelphia, PA

7d•Onsite

About The Position

ERM is hiring a Utility Support Specialist in Bryn Mawr, Pennsylvania, to provide customer service, administrative, data management, and program support for Lead Service Line (LSL) sampling and replacement programs. The position reports to the client’s offices and coordinates among customers, field staff, project teams, and program stakeholders. The role requires organization, attention to detail, customer focus, and the ability to manage multiple priorities in a fast-paced environment. During onboarding and training, the position works approximately 3–4 days per week in the office, then transitions to a full-time, five-day-per-week in-office schedule. This is a 40-hour-per-week, limited-term position lasting 12 months, with the possibility of extension.

Requirements

High school diploma or equivalent.
1–3 years of experience in customer service, administrative support, or program coordination.
Strong customer service and communication skills.
Excellent organizational and multitasking abilities.
Proficiency with Microsoft Office, including Outlook, Excel, Word, and Teams.
Strong attention to detail and data entry skills.
Ability to work independently and as part of a team.

Nice To Haves

Associate or bachelor’s degree.
Experience supporting utility, environmental, water quality, infrastructure, or compliance programs.
Experience with GIS, CRM, or work order management systems.

Responsibilities

Answer incoming customer calls and return voicemails.
Manage and respond to customer, client, and internal email inquiries.
Communicate with homeowners about service line investigations, water sampling activities, contracts, scheduling, and program participation.
Provide support through Microsoft Teams and other communication platforms.
Maintain daily activity logs, tracking reports, and program spreadsheets.
Review, update, and close completed work orders.
Process invoices and support billing activities.
Create work orders for identified galvanized service lines.
Prepare, distribute, and track contracts electronically and through mail correspondence.
Update GIS systems and program databases.
Track water kit requests and maintain customer records.
Coordinate water sampling kit deliveries, pickups, and related logistics.
Support customer outreach initiatives.
Assist field staff and project teams with scheduling and operational needs.
Complete expense reports and timesheets.
Support special projects and priority assignments as directed.
Prepare monthly customer correspondence and program communications.
Conduct data reviews and quality assurance checks.
Transfer and organize program data between systems.
Generate reports and attend project meetings.