Utility Support Specialist (Field Based)
About The Position
ERM is hiring a Utility Support Specialist in Bryn Mawr, PA. The Utility Support Specialist is responsible for providing customer service, administrative, data management, and program support for Lead Service Line (LSL) sampling and replacement programs. This position will report to our client’s offices and serve as a key point of coordination between customers, field staff, project teams, and program stakeholders. The ideal candidate is highly organized, detail-oriented, customer-focused, and capable of managing multiple priorities in a fast-paced environment. During the initial onboarding and training period, the position will work approximately 3-4 days per week in-office before transitioning to a full-time in-office schedule of 5 days per week. This is a full time (40 hours per week) limited-term role for a duration of 12 months, extendable.
Requirements
- High school diploma or equivalent required; associate or bachelor’s degree preferred.
- 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
- 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 regarding 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
