Operations Center Specialist

Essential Utilities, Inc.

. Respond to inbound emergency and non-emergency calls, gather information, provide accurate information, and take appropriate action .

Posted 11/11/2026full-timeWilkinsburg • Pennsylvania • United StatesJuniorMid-Level💰 $29 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service and gas distribution operations, with proficiency in SAP and regulatory reporting. Strong communication skills and attention to detail are essential for managing service interruptions and customer interactions.

Highest-signal resume keywords

Customer Service ExperienceSAP ProficiencyGas Distribution KnowledgeRegulatory ReportingEffective Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SAPRegulatory ReportingData AnalysisEmergency Response ProceduresGas Field OperationsMicrosoft ExcelMicrosoft WordMicrosoft PowerPointMicrosoft OutlookTime Management

Soft Skills

Attention to DetailMultitaskingTeamworkPrioritizationFollow Through

Tools & Technologies

DigTrack/811VENTYXGL EssentialsVeriforceSharePointTrackStar

Industry Keywords

Gas DistributionCustomer ServiceEmergency ServicesOperational ProceduresField Operations

Tech Stack

Tools & technologies

About the role

Key responsibilities & impact

Respond to inbound emergency and non-emergency calls, gather information, provide accurate information, and take appropriate action
Manage and monitor accounts with gas service interruptions and contact ratepayers or property owners as necessary
Research property owner information and reduce company exposure from damage claims
Create emergency and non-emergency customer service work orders using SAP
Process SIR forms from plumbers, validate plumber OQ qualifications, and schedule work orders
Monitor temporary service accounts, verify paperwork and customer signatures, and ensure service removal
Compile, research, and update regulatory reporting data, including emergency response, dispatch, PUC, outage, and disconnected meter reports
Compile and analyze IVR and call reporting, including Operations Center performance measures
Communicate with customers regarding at-risk appointments and reschedule as needed
Maintain Alternate Main/Go With Gas accounts and paperwork, ensuring data integrity and mapping accuracy
Track referrals and prepare Homeworks & Peoples Protection Program invoices
Update construction meter spreadsheets
Create SAP capital project numbers for damages and emergency service or curb replacements
Use SAP, DigTrack/811, VENTYX, GL Essentials, Veriforce, SharePoint, and TrackStar to update information and document actions
Assign customer service work orders in mobile dispatch and support other Operations Center Specialists

Requirements

What you’ll need

Two years experience in customer service related field
Experience in field or gas field operations desired
Demonstrated ability to communicate effectively in all situations
Associates Degree preferred
Demonstrated related experience may substitute for preferred education
Must have ability to work flexible schedules and overtime as operationally needed
Knowledge of company policies, practices, procedures, and Gas Distribution
Fluent in Microsoft Excel, Word, PowerPoint, SharePoint, and Outlook
Experience with inbound/outbound customer calls
Attention to detail, follow through, time management, prioritization, multitasking, and teamwork
Ability to work in an office environment with distractions and sit for extended periods
Ability to use computers, multiple applications, and related office equipment

Benefits

Comp & perks

Competitive and comprehensive benefits package
Career growth opportunities